Returns, Refunds & Replacements Policy

1) Custom production and change-of-mind returns

We supply only custom-made printed products, produced to your selected or supplied card list, designs, quantities, language, paper, finish, and card backs. Where an order meets the custom-made or personalized-goods conditions in section 29(1)(c) of Hungarian Government Decree 45/2014 (II. 26.), the statutory change-of-mind withdrawal right does not apply. We do not offer additional voluntary change-of-mind returns or exchanges.

We voluntarily accept cancellation requests submitted through our ticket system within 24 hours after an order is placed. The submission time determines whether a request is within this period; a later support reply does not invalidate a timely request. After that period, voluntary cancellation is not available. Any mandatory statutory withdrawal right that applies in a particular case remains unaffected.

2) Reporting an order problem

Our dedicated full-time ticket support team normally replies within 24–72 hours on business days, usually much sooner. Weekends and Hungarian public holidays are excluded from this first-response estimate. Formal complaints and statutory deadlines are handled as described in our Terms and Conditions.

Please report damaged, incorrect, misprinted, or missing cards within 14 days after delivery. Reporting promptly helps us investigate packing and production records. This requested period does not shorten any mandatory statutory limitation period.

Submit a request through the support form and include:

• your order number;
• the exact affected card names or SKUs and quantities;
• clear photographs of the affected cards and all cards received;
• photographs of the outside and inside packaging; and
• a photograph of the shipping label if the parcel was damaged, opened, or tampered with.

We may compare the report with the submitted order, approved files, production records, packing records, shipment weight, and carrier information. An unboxing video is not required as the only form of proof.

3) Verified full-order damage or failure

If a verified production or transit problem materially damages or makes unusable the complete order or a complete project, our standard resolution is a free reprint and reshipment of the affected complete order or project.

4) Single-card and partial-order issues

For a verified issue limited to one or some cards—including partial damage, a printing error, an incorrect card, or cards missing from an otherwise delivered order—our standard voluntary offer is a coupon covering the amount actually paid for the affected cards plus an additional goodwill gesture for the inconvenience. The offer may be provided as store credit or a coupon for free custom-printed products. We explain the value and redemption conditions in your ticket.

The card-value portion is based on the price actually paid after order-level discounts and does not assign a cash value to free gifts. Under this voluntary offer, isolated cards are normally not reprinted or shipped separately. Credit or free products replace an applicable statutory remedy only with your agreement. Your statutory rights to repair, replacement, a price reduction, or termination and refund remain available where their legal conditions are met.

5) Customer selections and file errors

You are responsible for reviewing your order before checkout, including card design and version, language, quantity, front and back, paper, finish, spelling, image resolution, crop, and bleed. If the delivered print materially matches the selection, upload, or preview you approved, a mistake in those inputs is not covered.

Examples include choosing the wrong card or artwork, ordering duplicates, supplying the wrong language or card back, uploading a low-resolution or incorrectly cropped file, and submitting text or artwork containing an error.

6) Print and color expectations

Many custom and community images come from customers or independent creators; ProxyPrintery is not the original supplier of every image. Please choose and review images carefully.

Printed output can differ from an RGB screen preview or from a card produced by another printer. A CMYK-prepared file gives the most predictable printed color. Minor or ordinary differences in centering, cutting, color, brightness, saturation, contrast, paper, or finish are normal print variation and are not covered.

A production-quality issue exists under this voluntary policy only where the result has a clearly severe deviation—for example, drastic off-centering or miscutting that materially affects normal use, or plainly unacceptable color reproduction far beyond ordinary screen-to-print, CMYK, paper, or finish variation.

7) Delayed or lost shipments

A temporary lack of tracking movement does not mean that a parcel is lost. Please continue to wait while the carrier processes the shipment.

If the parcel has not been delivered and there has been no meaningful tracking progress for 30 days after dispatch, submit a request through our support form with your order number, tracking number, and screenshots or other available carrier evidence. If the carrier confirms that the parcel is lost, we will reprint and reship the order at no additional charge.

8) Tracking marked as delivered

You are responsible for providing a secure delivery address and arranging secure receipt. If carrier records document delivery to your delivery address, to you, to an authorized recipient, or to a safe place you authorized, the order is treated as delivered and is not eligible for a voluntary replacement, coupon, or refund. Please contact the carrier directly regarding a parcel that goes missing after documented authorized delivery.

A status scan alone does not override mandatory law. If the carrier confirms a delivery error, or its proof does not establish delivery to you, an authorized recipient, or an authorized safe place, mandatory rights relating to non-delivery remain unaffected.

9) Returned-to-sender shipments

If a parcel is returned to us because of an error attributable to ProxyPrintery or the carrier, we will ship it again without an additional shipping charge.

If it is returned because you supplied an incorrect or incomplete address, refused the parcel, failed to collect it, or otherwise prevented delivery, you must pay the new shipping charge before we send it again.

10) Claim review and mandatory rights

We may reject unsupported, inconsistent, duplicate, altered, or fraudulent voluntary-policy claims and may request reasonable additional evidence. Nothing in this policy limits statutory rights that cannot lawfully be waived or restricted.