Last updated: 22/10/2026
We want you to be confident when ordering from Line-IN.eu. This policy explains how returns, refunds, warranty claims, and damaged or defective items are handled — for standard catalogue items and for custom/branded products, and for business and private customers.
Business customers (B2B) and private customers (B2C)
Our main customers are businesses. For business customers, returns, refunds, and warranty are a commercial matter: they are handled as agreed in the order, the invoice, or the contract, and the statutory 14-day withdrawal right does not apply to them.
For private customers (consumers), the EU consumer rules apply: the 14-day right of withdrawal and 24 months of liability for lack of conformity. Goods made to your own specification are excluded from the withdrawal right — see the section on custom and branded items below.
If you order as a business but buy for private use, tell us: the consumer rules then apply to that part of the order.
Return window (non-custom items)
You may request a return for eligible non-custom items within 14 days of delivery. To be eligible, items must be unused, in the same condition as received, and returned in original packaging with all included parts. We confirm the return address and the return cost in writing before you send anything back.
Business customers: returns of non-custom items are accepted at our discretion within 14 days of delivery, or as otherwise agreed in the order or contract.
Custom/branded items
Custom and branded products (for example, items made to your specification such as logo printing, custom colors, custom shapes, or made-to-order branding) are generally non-returnable if you simply change your mind, because they are produced specifically for your request. For consumers, such goods are excluded from the statutory 14-day withdrawal right, because we cannot return or resell them (Article 16(c) of Directive 2011/83/EU).
If a custom/branded item arrives defective, damaged, or incorrect due to our error, we will work with you to resolve the issue (replacement, re-production, repair, or refund where appropriate). This applies to business customers as well.
Order changes and cancellation before dispatch
If you need to change or cancel an order before it is dispatched, contact us as soon as possible. For stock items we can normally cancel up to the moment of dispatch.
For custom-branded and Pro line items, once production has started the order can no longer be cancelled, because the goods are produced to your specification. If production has not started, we can cancel or amend the order and refund any payment made.
How to request a return (RMA)
Before sending anything back, please contact us and include:
- Your order number.
- The item(s) you want to return.
- The reason for return.
- Photos (required for damaged/defective items and recommended for packaging damage).
We will confirm whether the return is eligible and provide return instructions.
Return shipping costs
Change-of-mind returns (eligible non-custom items): the customer pays the return shipping costs. We confirm the return address and the exact return cost in writing before you send anything back.
Our mistake / wrong item / confirmed defect on arrival / shipping damage: we will cover the return shipping or provide an equivalent solution, depending on the case and destination.
Original shipping costs are non-refundable unless the return is due to our error or a confirmed issue with the item.
Damaged parcels and defective items
Please inspect your parcel upon delivery. If the package is visibly damaged, take photos before opening and contact us as soon as possible. For defects discovered after opening, contact us with photos/video and a clear description of the issue.
Refunds
Once an eligible return is received and inspected, we will notify you about approval or rejection. If approved, refunds are issued to the original payment method (or via the method agreed for invoice/B2B payments). Processing times may vary depending on the payment provider and your bank.
Approved refunds are processed within 14 calendar days of us receiving the returned item (or proof of return shipment, whichever is earlier), using the same payment method as the original transaction. For consumers, the refund is made no later than 14 days after we inform you that the return is approved.
Exchanges
We do not offer standard “exchanges” as a default process. If you need the same item replaced due to a defect, damage, or our mistake, contact us and we will arrange a replacement or re-production.
Non-returnable cases (examples)
- Custom/branded items made to your specification (unless defective/damaged/incorrect due to our error).
- Items returned used, damaged by improper handling, or missing parts.
- Returns requested after the 14-day window for eligible non-custom items.
Warranty
Every item is checked before dispatch. We warrant that items are free from defects, correspond to their description and to the agreed specification, and — for branded items — match the artwork and the Pantone colour you approved.
Warranty period: 24 months from delivery for private customers (liability for lack of conformity under Directive (EU) 2019/771). For business customers, the warranty period and the claims procedure are as agreed in the order or contract, or as provided by the manufacturer.
- Covered: manufacturing and material defects, faults in workmanship, items that do not correspond to the description, and branded items that do not match the approved artwork or Pantone colour.
- Not covered: mechanical damage, wear from normal use, damage from improper storage or handling after delivery, unauthorised modification, and consequences of use contrary to the instructions.
How to claim: contact us with your order number, a description of the problem, and photos or video. We reply within 5 working days with a decision: repair, replacement, re-production, or refund. For consumers, if an item remains defective after a reasonable attempt to repair or replace it, you may request a price reduction or the termination of the contract, in line with the applicable consumer law.
Contact
For any return or refund request, contact us at info@line-in.eu or via the contact page.