Return or Refund Policy

Introduction

Customer satisfaction is GUUG's top priority. However, given the specific nature of our printing and binding services, it's important to clarify the terms and conditions regarding the right of withdrawal.

1. Exclusion of the Right of Withdrawal for Customized Products

Pursuant to Article 59, letter c) of the Consumer Code (Legislative Decree 206/2005), the right of withdrawal does not apply to the supply of goods made to measure or clearly personalized.

This category includes:

Printed and bound theses.
Printed materials with files provided by the client (business cards, flyers, posters).
Products with specific engravings or prints requested by the customer.

Since these products are made to order and cannot be re-sold, we cannot accept returns or refunds due to "change of mind" or errors attributable to the original file provided by the customer (e.g., typos, low-resolution images in the original file, layout errors not corrected before shipping).

2. Warranty for Defects of Conformity or Production Errors

Despite the exclusion of withdrawal, GUUG guarantees the quality of its products. If the product received presents:

Obvious manufacturing defects (e.g. damaged binding, torn pages).
Printing errors attributable to GUUG (e.g. ink stains, incorrect cover color compared to the order).
Difference from the confirmed order.

The customer has the right to a free reprint of the product or, if this is not possible, to a partial or total refund.

3. Complaints Procedure

In the event of defective or non-compliant goods, the customer is required to report the problem within 24/48 hours of receiving the goods (or picking them up in store).

To open a complaint:

Send an email to stampa@guug.it.
Please indicate the Order Number in the subject.
Please attach clear photos showing the defect you found.

Our team will evaluate the report and, once the defect has been confirmed, will arrange for immediate priority reprinting or a refund.

4. Limitations of Liability

GUUG is not responsible for:

Errors in the original file sent by the client (spelling, grammar, layout).
Poor quality of images inserted into the original file.
Delivery delays are attributable exclusively to the express courier (for shipments), although we will do our best to assist the customer in resolving the issue.