Refund policy

 

At the end of the day, we want you to be delighted with your order. For us, this starts with getting a clear understanding of what you want, in terms of the product(s) and the branding.

Once we get to this stage, we will send you a quote and digital mock-ups/proofs. On acceptance, depending on the nature of the product and/or the branding process selected, we may elect to send you a physical proof. We have found that this process largely eliminates any misalignment of expectations in terms of both the product and the branding.

When we have sign-off on the digital proofs and/or physical samples, we will then send the job to production and once it is finished we physically check the products against the sample to ensure accuracy and consistency. We also do a physical count to make sure that the actual quantity matches the ordered quantity. Please note that for some jobs, there is an under/over-run margin of 10% and we will communicate this to you in the quote.

It is therefore very rare that we receive any rejected jobs, but despite our best efforts, something may occasionally slip through. In these instances, please contact us on receipt of the shipment and you can then brief us on any defects you may have picked up. Please note that in order to assist with any refunds or exchanges, we need to be informed of any defects or inconsistencies no later than 5 working days after receipt of your order. We will then liaise with you, and our suppliers where applicable, in order to come up with a mutually acceptable solution.