Refund policy
RETURN AND REFUND POLICY
Last updated: 22 July 2026
We want you to be satisfied with your TweenLeaf order. This policy explains cancellations, returns, replacements and refunds. Nothing in this policy limits any mandatory consumer rights available under applicable law.
1. CONTACT US FIRST
Before returning any product, contact us at:
Email: support@tweenleaf.com
Contact form: https://shop.tweenleaf.com/pages/contact
Include your order number, the reason for your request and, where relevant, clear photographs of the product and packaging.
After reviewing your request, we will provide the appropriate instructions and, where a physical return is required, the correct return address.
Because our products may be produced by different fulfilment partners, there is no single Printify or print-provider return address. Do not return products to Printify, the address printed on the original shipping package, or our business address unless we expressly instruct you to do so.
This contact procedure does not limit or remove any statutory cancellation, withdrawal, refund, guarantee or consumer rights.
2. RIGHT OF WITHDRAWAL
If you are a consumer in the European Union, European Economic Area or United Kingdom, you generally have the right to withdraw from an eligible online purchase within 14 days without giving a reason.
The withdrawal period generally expires 14 days after the day on which you, or a person designated by you other than the carrier, receives the goods.
To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires. You may contact us by email or use the model withdrawal form provided at the end of this policy.
Send withdrawal notices to:
You may open or inspect a product to the extent reasonably necessary to determine its nature, characteristics and functionality. You may be responsible for any diminished value resulting from handling beyond what is reasonably necessary.
3. RETURNING PRODUCTS AFTER WITHDRAWAL
After notifying us of your withdrawal, you must return the eligible goods without undue delay and normally no later than 14 days after informing us of your decision.
Contact us before sending the goods. We will provide the correct return instructions and return address.
Unless we agree otherwise or applicable law requires us to cover the cost, you are responsible for the direct cost of returning a non-defective product following a change of mind.
Please retain proof of postage or shipment until your return and refund have been completed.
4. REFUNDS FOLLOWING WITHDRAWAL
For a valid withdrawal, we will reimburse eligible payments received from you, including the cost of our least expensive standard delivery option.
Additional delivery costs resulting from your choice of a more expensive delivery method are not refundable unless required by law.
We will issue the refund without undue delay and normally within 14 days after receiving your withdrawal notice. We may withhold reimbursement until we have received the returned goods or you provide evidence that you sent them back, whichever occurs first.
Refunds will normally be made using the same payment method used for the original purchase unless another method is expressly agreed. We will not impose a refund fee.
Your bank or payment provider may require additional processing time before the refund appears in your account.
5. PERSONALIZED AND CUSTOM-MADE PRODUCTS
The statutory right of withdrawal may not apply to goods made to the consumer’s individual specifications or clearly personalized for that consumer.
A product is not treated as personalized merely because it is printed after an order is placed. This exception applies only when the product contains genuine individual customization chosen by the customer, such as a personal name, photograph, unique wording or another customer-specific design.
This exception does not affect your rights if a personalized product is damaged, defective, misprinted or not as ordered.
6. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
Inspect your order after delivery. If an item is damaged, defective, misprinted or different from what you ordered, contact us as soon as possible.
Please provide:
- Your order number
- A description of the problem
- Clear photographs showing the product and defect
- A photograph of the size or product label, where relevant
- Photographs of the packaging if the product was damaged during delivery
To help us process a claim with our fulfilment provider, please report eligible production or delivery problems within 30 days after delivery whenever possible.
Damaged, defective or incorrect products normally do not need to be physically returned unless we specifically request this. We will provide instructions if a return is necessary.
Depending on the circumstances and your applicable legal rights, an appropriate solution may include a replacement, repair, price reduction or refund.
Nothing in this section limits the statutory rights or guarantee periods applicable to defective or non-conforming goods.
7. STATUTORY GUARANTEE
Consumers in the European Union generally benefit from a minimum two-year legal guarantee for goods that are faulty or do not conform to the sales contract.
This statutory guarantee is separate from the 14-day right of withdrawal and is not reduced by any shorter claim-reporting period used by our fulfilment provider.
If a product is defective or non-conforming, contact support@tweenleaf.com so that we can review the matter and provide an appropriate legal remedy.
8. WRONG SIZE, COLOUR OR CHANGE OF PREFERENCE
Because many TweenLeaf products are produced after an order is placed, Printify does not normally reimburse us when a customer selects the wrong size or colour or simply changes their preference.
Please review the applicable size guide and product information carefully before ordering.
This does not remove any statutory right of withdrawal that applies to eligible non-personalized purchases. It also does not affect your rights where the product delivered is defective or different from what you ordered.
9. EXCHANGES
We do not currently operate a direct exchange service.
Where a return is accepted, the original item may be refunded and you may place a new order for the preferred size, colour or product.
Your statutory rights remain unaffected.
10. ORDER CANCELLATIONS
Customers may request cancellation within 1 hour after placing an order. After this period, production may already have started and cancellation cannot be guaranteed.
This operational cancellation window does not limit any mandatory withdrawal, cancellation, or consumer rights available under applicable law.
11. LOST ORDERS AND DELIVERY PROBLEMS
If your order has not arrived within the estimated delivery period, contact support@tweenleaf.com.
Please confirm that the shipping address supplied with the order was complete and correct. We may also ask you to contact the local carrier or post office.
We will investigate eligible lost-delivery claims with the fulfilment provider and offer an appropriate resolution where applicable.
12. INCORRECT OR INCOMPLETE DELIVERY ADDRESS
Customers are responsible for providing an accurate and complete delivery address.
If an order cannot be delivered because the address supplied was incorrect or incomplete, additional production or shipping charges may apply before a replacement can be sent.
This does not affect your rights where the delivery problem was caused by us, the fulfilment provider or the carrier.
13. UNAUTHORIZED RETURNS
Contact us before returning a product so that we can provide the correct instructions and destination.
Sending an item to an unauthorized address may delay or prevent us from identifying and processing the return.
This requirement does not remove or restrict any mandatory consumer right.
14. MODEL WITHDRAWAL FORM
Complete and send this form only if you wish to withdraw from an eligible contract.
To:
TweenLeaf
Inhaber: Alo Oluwarotimi Joseph
Eltener Straße 48
46446 Emmerich am Rhein
Germany
Email: support@tweenleaf.com
I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:
Ordered on/received on:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if this form is submitted on paper:
Date:
15. BUSINESS CONTACT INFORMATION
TweenLeaf
Inhaber: Alo Oluwarotimi Joseph
Eltener Straße 48
46446 Emmerich am Rhein
Germany
Email: support@tweenleaf.com
Contact form: https://shop.tweenleaf.com/pages/contact
The address above is our legally disclosed business contact address. It is not automatically the physical return destination. Contact us before returning any product so that we can provide the correct return instructions.