Refund policy

Last updated: 18 October 2026

We want you to be happy with your coasters. This policy explains how withdrawals, reprints and refunds work. It does not limit your statutory rights as a consumer.

Custom artwork orders

Coasters printed with your own artwork, logo or design are made to your specifications. Under Portuguese and EU consumer law (Decree-Law 24/2014, article 17), the 14-day right of withdrawal does not apply to these orders.

If you need to change or cancel a custom artwork order, contact us as soon as possible. Once production has started, changes and cancellations are no longer possible.

Ready-made designs

If you are a consumer and ordered one of our ready-made designs, you can withdraw from the purchase within 14 days of receiving your order, without giving a reason. To do so, email info@heycoasters.com with your order number and a clear statement that you wish to withdraw, or use the model withdrawal form at the end of this policy.

Return the coasters unused and in their original packaging within 14 days of telling us, to the address we give you when you contact us. You pay the cost of returning them. We refund the amount you paid, including the original shipping cost, within 14 days of receiving your withdrawal notice, using the same payment method you used. We may wait to refund until we receive the coasters back or you show proof that you have sent them.

Print defects and damaged goods

If your coasters arrive damaged, with a print defect, or different from the design you ordered or the artwork you approved, email us with your order number and photos as soon as possible. We will reprint the affected coasters or refund you, at no cost to you. This is in addition to your legal guarantee rights.

What is not a defect

Printed colours can look slightly different from your screen, and cutting has a small tolerance. On round coasters, the corners of square artwork are trimmed. Mistakes in artwork that you approved, such as spelling errors, low-resolution images or content placed outside the safe area, are not print defects. We check every file before printing, but our check does not replace your own proofreading.

Business customers

Orders placed by businesses for professional use are not covered by the consumer right of withdrawal. Print defects and damaged goods are handled as described above.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To: Rules Scape, Unipessoal Lda (Hey Coasters), Rua do Passal 7, 4935-537 Neiva, Viana do Castelo, Portugal, info@heycoasters.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
Order number:
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:

(*) Delete as appropriate.

Contact

Rules Scape, Unipessoal Lda, Rua do Passal 7, 4935-537 Neiva, Viana do Castelo, Portugal. Email: info@heycoasters.com. Phone: +351 965 677 050 (call to a Portuguese mobile network).