Terms and conditions

Article 1

Who we are and when these terms apply

1.1Printen.eu is a trade name of Twilper.com. Our details are listed below.

Trade name

Printen.eu

Company

Twilper.com

Address

Merelstraat 64, 8916 AX Leeuwarden, The Netherlands

Email

info@printen.eu

Phone

+31 85 799 4188

Dutch Chamber of Commerce (KvK)

98440217

VAT number

NL005332508B94

1.2These terms apply to every offer, quote and contract between us and you, whether you order through the website, by email or in any other way.

1.3Some rules apply only to consumers or only to business customers. Where that is the case, we say so. If you are a consumer, you always keep the rights the law gives you. Nothing in these terms limits those rights.

1.4General terms or purchasing terms of a business customer only apply if we have accepted them in writing.

1.5You can read, save and print these terms on this page. On request, we will email them to you free of charge.

Article 2

Definitions

2.1In these terms:

• we or us means Twilper.com, trading as Printen.eu;
• you or customer means anyone who places an order with us or requests or accepts a quote;
• consumer means a customer who orders as a private individual, not for a trade, business or profession;
• business customer means a customer who orders for a trade, business, profession or organisation;
• product means what we make or supply for you, such as printed matter, textiles, signs, promotional items, stamps or chocolate with a logo;
• custom product means a product we make to your specifications, for example with your file, design, photo, logo, text or dimensions;
• standard product means a product that is not personalised for you and is not perishable;
• production partner means a printer or manufacturer in the European Union or the United Kingdom that makes the product on our behalf;
• in writing includes by email.

Article 3

Offer, prices and quotes

3.1We sell products online that are made to order, usually to your own design and choices. Each product page shows the available options, the price and the expected delivery time.

3.2Photos, examples and previews on the website give a good impression of the product, but the final result may differ slightly (see article 7).

3.3For consumers, all prices include VAT. Shipping costs and any surcharges are shown separately before you complete your order. For business customers, prices may also be shown excluding VAT; the VAT is then shown as a separate line.

3.4We charge VAT in accordance with the law. Consumers in another EU country pay the VAT rate of the country of delivery (OSS scheme). A business customer in another EU country receives an invoice without VAT (exempt intra-Community supply, 0%, reverse charge) if its VAT number has been confirmed as valid through VIES and the products are delivered to an EU member state other than the Netherlands. If we cannot verify the VAT number, or if the products stay in the Netherlands, we charge VAT. Business customers in the Netherlands pay Dutch VAT.

3.5A quote is valid up to and including the date stated on it. Amounts in a quote exclude VAT unless stated otherwise. The quote only covers the products, quantities, files and delivery address stated in it.

3.6An obvious mistake in our offer, such as a clearly incorrect price, does not bind us. We will let you know as soon as possible. If you do not wish to order at the correct price, we refund anything you have already paid in full.

Article 4

How the contract is formed

4.1When you order through the website, the contract is formed as soon as you place the order using the button that commits you to pay. You then receive a confirmation by email.

4.2When you order on the basis of a quote, the contract is formed as soon as you accept the quote online. You then receive a confirmation and, where needed, a payment link.

4.3We may refuse or cancel an order for good reason, for example if we suspect fraud, if the product cannot be made technically, or if the content breaches article 11. If you have already paid, we refund the full amount.

4.4If you want to change or cancel your order, contact us as soon as possible. This is only possible as long as production has not started. If costs have already been incurred, we will tell you beforehand.

Article 5

Payment

5.1You pay in advance and online, through our payment service provider Stripe. The payment methods available depend on your country. Examples are PayPal, Visa, Mastercard, Apple Pay, Google Pay, SEPA, iDEAL, Bancontact and, where offered, Klarna. You will see the options at checkout.

5.2Business customers also pay in advance. We do not offer payment on account or credit terms. You receive an invoice showing the VAT and can add a purchase order or reference number.

5.3We only start production once we have received your payment.

5.4If you pay with Klarna or another third-party payment method, that provider's terms also apply to the payment.

5.5If a payment is reversed or turns out to have failed, we may suspend the order or charge you the outstanding amount.

Article 6

Files, designs and proofs

6.1You are responsible for what you supply and select: text, spelling, dimensions, quantities, colours, options and address details. Please check everything carefully before you order.

6.2We check supplied files on technical points such as format and resolution. This check is partly automated and is meant to catch obvious technical problems. It is not a check of the content, text or spelling of your design.

6.3If we find a problem with your file, we will contact you. The delivery time then only starts once you have supplied a usable file or given your approval.

6.4If we show you a proof, sample or preview for approval, for example in the editor or with a quote, please check it carefully. After your approval, we make the product according to that proof. Errors that were already in the approved proof or in your own file do not count as defects.

6.5Please keep your own copy of your files. We keep files for as long as needed for your order and as described in our privacy policy.

Article 7

Production, colours and tolerances

7.1Our products are made by specialised production partners in the European Union and the United Kingdom. We always remain your contracting party and point of contact.

7.2The shipment usually goes directly from the production partner to the delivery address, in neutral packaging without the production partner's details.

7.3Minor variations that are usual in printing and custom production do not count as defects, as long as the product is fit for normal use. Examples are:

• colour differences between your screen and the product, or between different materials and print runs;
• colour shifts caused by converting an RGB file to print colours (CMYK);
• small deviations of a few millimetres in cutting, folding, embroidery or the position of the print;
• natural variations in materials such as textiles, wood or chocolate.

7.4We only guarantee an exact colour, such as a specific Pantone colour, if we have agreed this with you in writing beforehand.

Article 8

Delivery and delivery times

8.1We deliver to the countries you can select at checkout. Delivery to other destinations is only possible on the basis of a quote.

8.2The delivery time for each product and destination is shown on the website or in your quote. Delivery times are our best estimate. The delivery time starts once your payment has been received and your file has been approved.

8.3If your order contains several products, they may arrive in separate shipments, for example because they are made by different production partners. This costs you nothing extra.

8.4You receive a tracking code by email as soon as the shipment is on its way. Please provide a correct and complete delivery address. If a shipment is returned because of an incorrect or incomplete address, we may charge the cost of sending it again.

8.5Consumers: if we do not deliver within the agreed delivery time, or within 30 days if no delivery time was agreed, you can give us a reasonable additional period. If we still do not deliver, you may terminate the contract and we will refund you without delay. If the delivery date was clearly essential to you, for example for an event, you may terminate straight away.

8.6Business customers: a delivery time is not a strict deadline unless we have confirmed a fixed delivery date in writing. If it is exceeded, you first give us a reasonable period in writing to deliver. Only after that may you terminate the contract.

8.7For consumers, the risk of loss or damage passes when the product is delivered to you or to a person you have designated. For business customers, the risk passes as soon as the shipment is handed to the carrier. Transit damage reported on time (article 10) is also resolved for business customers with a reprint, replacement or refund.

Article 9

Right of withdrawal (consumers only)

9.1When buying online, consumers usually have a 14-day right of withdrawal. This does not apply to most of our range, because we make those products especially for you.

9.2There is no right of withdrawal for custom products: goods made to your specifications or clearly personalised, such as products with your file, design, photo, logo, text or dimensions (Article 16(c) of Directive 2011/83/EU; Article 6:230p(f) of the Dutch Civil Code).

9.3There is also no right of withdrawal for goods that are liable to deteriorate or expire rapidly, such as chocolate (Article 16(d) of Directive 2011/83/EU; Article 6:230p(f) of the Dutch Civil Code).

9.4If a product is damaged, wrong or defective, you are always entitled to a remedy under article 10, including for custom products.

9.5For standard products, you do have a 14-day right of withdrawal. The period starts on the day after you receive the goods; if your order is delivered in several shipments, on the day after you receive the last one. Within that period, let us know that you are withdrawing, for example by email to info@printen.eu or using the model form below. Then send the product back within 14 days.

9.6We refund the purchase price including standard shipping costs within 14 days of your notice, using the same payment method you used. We may withhold the refund until we have received the product back or you have shown that you have sent it back.

9.7If you withdraw, you bear the direct cost of returning the product. If you chose a more expensive delivery method than standard shipping when ordering, we only refund the cost of standard shipping.

9.8Handle the product with care during the withdrawal period. You may inspect it as you would in a shop. If the product has lost value because you handled it beyond that, we may deduct that loss in value.

Article 10

Complaints, guarantee and statutory rights

10.1Please check your order as soon as possible after receiving it.

10.2If you notice transit damage, a production fault, or a wrong or incomplete delivery, please report it as soon as possible, preferably within 14 days of receipt. Email info@printen.eu or call +31 85 799 4188. Include your order number and clear photos of the product and, for transit damage, of the packaging. Keep the product and the packaging until your complaint has been resolved.

10.3Consumers: the 14-day period is a request, so that we can help quickly. You do not lose your rights if you report later. A report within two months of discovering the defect is always in time. Your statutory rights for a product that does not conform to the contract remain fully intact, including for custom products and transit damage.

10.4Business customers: report visible defects and transit damage within 14 days of receipt, and hidden defects within 14 days of discovering them or when you reasonably could have discovered them. If you report later, your right to repair, replacement or compensation lapses.

10.5If your complaint is justified, we will remake or replace the product free of charge. If that is not possible or not reasonable, you receive a full or partial refund of the purchase price. If the defect only affects part of the order or print run, the remedy applies to that part. If we ask you to return a product, we pay the shipping costs.

10.6The following are not defects: the usual variations described in article 7, errors that were already in your own file or in a proof you approved, normal wear and tear, and damage caused by incorrect use or care.

10.7For standard products, our money-back guarantee also applies, as described on the guarantee page. This guarantee is in addition to your statutory rights and does not limit them.

Article 11

Your designs, third-party rights and unacceptable content

11.1You confirm that you hold all rights and permissions for what you supply, such as files, photos, logos, trademarks, texts and fonts, and that using them does not infringe the rights of others (such as copyright, trademark rights or image rights) or the law.

11.2If a third party holds us or a production partner liable because content you supplied infringes their rights, you indemnify us. This means you compensate the damage and the reasonable costs of legal assistance. For consumers, this only applies if you knew or could reasonably have known that you did not have the necessary rights.

11.3We and our production partners may refuse to make a product if the content is unlawful, offensive, discriminatory, hateful, violent or misleading, or appears to infringe the rights of others. If we refuse an order for this reason, we refund the amount paid, unless production had already started at your request.

11.4The rights to your own designs remain yours. You only permit us and our production partners to use your files to carry out your order and for customer service. We do not use your designs for advertising without your permission.

11.5Templates, designs, texts and software on our website remain the property of us or our licensors. You may use a product you create with our templates for the purpose for which you order it.

Article 12

Liability

12.1We are liable for damage that is the direct result of a failure in performance attributable to us.

12.2Consumers: we do not limit our liability beyond what the law allows. The limitations in the next paragraph do not apply to you.

12.3Business customers: our liability is limited to the amount you paid for the order concerned or, if the damage only concerns part of the order, to the amount for that part. We are not liable for indirect damage, such as consequential loss, lost profit, lost savings, loss due to business interruption, or loss because a product was not available in time for an event or campaign.

12.4We are not liable for damage caused by your file, text, choices or details being incorrect or incomplete.

12.5The limitations in this article do not apply if the damage was caused by intent or deliberate recklessness on the part of us or our management.

Article 13

Force majeure

13.1Force majeure means that we cannot meet our obligations because of circumstances beyond our control. Examples are disruptions, strikes or delays at carriers or production partners, shortages of materials, extreme weather, fire, epidemics, war, government measures and outages of internet or payment systems.

13.2In the event of force majeure, we suspend performance and keep you informed. If it lasts longer than 30 days, both we and you may terminate the contract in whole or in part, without compensation. Anything you have already paid for products that will not be delivered is refunded.

13.3As a consumer, you also keep your statutory rights, such as the right to terminate the contract in case of late delivery (article 8).

Article 14

Retention of title

14.1Delivered products remain our property until you have paid everything you owe for that order.

14.2Business customers may use and resell products subject to retention of title in the ordinary course of business.

Article 15

Personal data

15.1We handle your personal data with care, in accordance with the General Data Protection Regulation (GDPR) and our privacy policy.

15.2To carry out your order, we share the data needed for it with the production partner, the carrier and the payment service provider. This is your name, delivery address, contact details and, for the production partner, your files.

15.3If your files contain personal data of other people, such as photos or names, you make sure that you are allowed to use it.

Article 16

Governing law and disputes

16.1These terms and all contracts with us are governed by Dutch law. The United Nations Convention on Contracts for the International Sale of Goods (CISG) does not apply.

16.2Consumers: if you live in another country, you keep the protection of the mandatory rules of the law of the country where you live. You may bring a dispute before the court that has jurisdiction under the law, including in your own country of residence.

16.3Business customers: disputes are submitted to the competent court of the District Court of Noord-Nederland (Rechtbank Noord-Nederland).

16.4If you have a complaint, please contact us first. We are happy to work with you to find a solution. If you live in the European Union and we cannot reach agreement, as a consumer you can also ask the European Consumer Centre in your country for advice.

Article 17

Final provisions

17.1We may amend these terms. Your order is governed by the terms that applied when you placed the order or accepted the quote.

17.2If any provision of these terms is invalid, the other provisions remain in force. We will replace the invalid provision with a valid one that comes as close as possible to its purpose.

17.3These terms are available in Dutch, German, English and French. If the language versions differ, the Dutch text prevails. For consumers, where the meaning of a provision is unclear, the interpretation most favourable to the consumer applies.

17.4This is the version of 14 October 2026.