Complaints & Returns

We check orders before dispatch, but mistakes and transport damage can happen. If your delivery is not as agreed, we want to hear about it and put it right.

On delivery

Please inspect the goods as soon as they arrive. If the packaging is visibly damaged, note it on the carrier's delivery document or report it to the carrier straight away, and take photos before unpacking.

How to submit a complaint

Write to corp@mascotiq.eu without undue delay and include:

• your order or invoice number;
• a description of the problem and how many items are affected;
• photos of the defect, the branding and, for transport damage, the packaging and shipping label;
• your contact person and phone number.

Please keep the goods and their packaging until the complaint is resolved. We may ask you to return a few items for inspection; if so, we will tell you how.

How we handle complaints

We review the complaint and get back to you with our assessment. If it is justified, we will rebrand or replace the affected goods, or agree a price reduction with you, depending on what is practical and appropriate. The legal framework is set out in section 7 of our terms and conditions.

What is not a defect

• Minor deviations in colour, position or size that are customary for the material and branding method, including the difference between on-screen colours and the finished product.
• Small variations between individual items in the same run.
• Errors that were already visible in the proof you approved, such as spelling or an outdated logo.

This is why we ask you to check the free digital proof carefully; see our artwork requirements.

Returns

We sell only to businesses, so the consumer right of withdrawal does not apply, and goods branded with your logo are made to your order. Returns of goods that are not defective are therefore possible only by prior agreement.