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Return and Refund Policy

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Last Updated: December 11, 2025
This policy is effective as of December 11, 2025.

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Operator: INDIRACING z.s.
Address: č.p. 31, 289 26 Stará Lysá, Czech Republic
Email: indi23crew@gmail.com

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This Policy describes your rights and our responsibilities regarding returns, refunds, defects, and delivery issues for purchases made through the INDI CREW online store.

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1. Made-to-Order Products​

1.1 Personalized Production

All INDI CREW products are made to order, produced individually for each customer based on chosen size, color, variant, or design.

1.2 No Returns for Non-Defective Personalized Items

Because all items are made specifically for you, returns or exchanges cannot be accepted for:

  • incorrect size selected by the customer

  • incorrect color or style selected

  • personal preference or change of mind

  • ordering errors

This follows Article 16(c) of Directive 2011/83/EU and § 1837(d) Civil Code, which exempt custom-made goods from the right of withdrawal.

 

2. Right of Withdrawal (EU 14-Day Rule)​

2.1 Standard EU Rule (For Reference Only)

EU consumers normally have a 14-day right to withdraw from online purchases.

​2.2 Withdrawal Exemption for Personalized Goods

Under:

  • Article 16(c) of Directive 2011/83/EU,

  • § 1837(d) of the Czech Civil Code,

the withdrawal right does NOT apply to goods that are:

  • customized,

  • made to order, or

  • produced according to customer specifications.

All INDI CREW products fall fully under this exemption, so the 14-day return period does not apply.

2.3 Hygiene Exception

Under Article 16(e), certain sealed goods cannot be returned once opened.

 

3. Defective, Damaged, or Incorrect Items (Legal Warranty)​

3.1 Reporting a Defect

If your item arrives:

  • damaged,

  • defective,

  • misprinted,

  • incorrectly produced, or

  • materially different from the product description,

you must notify us within 30 days of delivery, including clear photos and your order number.

3.2 Resolution

Once the defect is verified, we will:

  • replace the item free of charge, or

  • issue a full refund,

  • depending on your preference.

3.3 Statutory Defect Liability (2-Year Warranty)

Under §§ 2161–2174 of the Czech Civil Code, consumers have a 2-year defect liability period, even for made-to-order items.

This covers manufacturing defects only, NOT:

  • wrong size ordered by customer

  • wrong design/color chosen

  • subjective dissatisfaction

This guarantee cannot be waived under EU or Czech law.

 

4. Undelivered Orders​

4.1 Reporting Non-Delivery

If you have not received your order, please contact us within 30 days after the expected delivery date.

4.2 Returned Shipments

If a shipment is returned due to:

  • an incorrect address entered by the customer, or

  • repeated unsuccessful delivery attempts,

reshipping costs may apply.

If the carrier is at fault, reshipping is free of charge.

 

5. Fulfillment by Printful​

5.1 Production and Shipping

All orders are fulfilled by Printful, our print-on-demand production partner.

5.2 Legal Responsibility

Even though Printful handles production and shipping, INDIRACING z.s. remains fully responsible for customer rights under EU and Czech law.

5.3 Reference to Printful Terms

Printful’s fulfillment terms apply to production processes.
They can be reviewed at: https://www.printful.com/policies/terms-of-service.

 

6. General Conditions​

6.1 Customer Responsibility

Before finalizing an order, customers must ensure:

  • correct size selection,

  • correct color/variant selection,

  • correct shipping information.

6.2 Non-Returnable Items

We cannot accept returns for:

  • worn, washed, or used items,

  • personalized or made-to-order items (unless defective),

  • items returned without prior approval.

6.3 Refund Method

Refunds are always issued to the original payment method unless otherwise agreed.

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7. Governing Law & Dispute Resolution​

7.1 Governing Law

This Policy is governed by the laws of the Czech Republic and adheres to applicable EU consumer protection regulations.

7.2 7.2 Out-of-Court Dispute Resolution

If a dispute cannot be resolved directly, consumers may contact:


Czech Trade Inspection Authority (Česká obchodní inspekce – ČOI)

Website: https://www.coi.cz

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EU customers may also use the ODR Platform:
https://ec.europa.eu/consumers/odr/

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