Refund policy

Promo Print – Returns & Refund Policy

Effective Date: [Insert Date]
Business Name: Promo Print

Returns & Refund Policy

At Promo Print, we take pride in producing high-quality printed products. As many of our products are custom-made and personalised to your specifications, our Returns & Refund Policy complies with the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and other applicable UK consumer protection laws.

By placing an order with Promo Print, you agree to the terms outlined below.

1. Custom Printed Products

Most products supplied by Promo Print are made to order and personalised according to the artwork, text, colours, sizing, or specifications approved by the customer.

Under the Consumer Contracts Regulations 2013, personalised or bespoke goods are exempt from the standard 14-day cancellation period once production has begun.

For this reason:

  • Custom printed or personalised items cannot be returned simply because you have changed your mind.

  • Please carefully review all artwork, spelling, colours, quantities, sizes, and specifications before approving your order.

  • Once artwork has been approved and production has started, changes or cancellations may not be possible.

2. Faulty, Damaged or Incorrect Items

If your order arrives:

  • damaged,

  • faulty,

  • contains a manufacturing defect,

  • or is not the product you ordered,

you are entitled to a remedy under the Consumer Rights Act 2015.

Please notify us within 48 hours of delivery by emailing:

Sales@promo-print.co.uk

Please include:

  • your order number;

  • photographs of the issue;

  • a description of the problem; and

  • photographs of the packaging if damage occurred during delivery.

We may request that the goods are returned for inspection before issuing a replacement or refund.

3. Printing Variations

Printing is a manufacturing process and slight variations may occur.

The following are not considered faults:

  • minor colour variations between screen and print;

  • slight differences caused by different print materials;

  • acceptable cutting tolerances;

  • minor positioning differences;

  • small quantity overruns or underruns within normal industry tolerances.

Computer monitors, mobile phones and tablets display colours differently. Printed colours may therefore differ slightly from those viewed on screen.

4. Customer Artwork

Customers are responsible for ensuring that artwork supplied is:

  • accurate;

  • correctly sized;

  • free from spelling or grammatical errors;

  • supplied in the correct format; and

  • owned by the customer or used with appropriate permission.

Promo Print is not responsible for errors contained within customer-approved artwork.

Once artwork has been approved by the customer, responsibility for any overlooked errors passes to the customer.

 

6. Refunds

Where a refund is approved:

  • refunds will be made using the original payment method;

  • refunds are normally processed within 5–10 working days after approval;

  • delivery charges will be refunded where required by law.

Refunds will not normally be provided where:

  • incorrect artwork was approved by the customer;

  • incorrect information was supplied by the customer;

  • colours differ slightly from those shown on screen;

  • the customer changes their mind after production has started;

  • the customer ordered the wrong size, quantity or product.

7. Order Cancellations

Orders may be cancelled before production begins.

If production has already started, Promo Print reserves the right to charge:

  • design costs;

  • artwork preparation costs;

  • materials already purchased;

  • work already completed.

Once production is complete, cancellations are no longer possible for personalised products.

8. Delivery Issues

If your order has not arrived, please contact us as soon as possible.

Claims for lost deliveries should normally be made within 14 days of the expected delivery date.

If goods are damaged during transit, photographs of both the packaging and the products should be provided within 48 hours of delivery.