Refund and cancellation policy

The short version

Most of what we supply is made or branded for one buyer. Once your artwork is approved and production starts, the goods cannot be sold to anyone else, so they cannot be cancelled or returned. Before that point, cancellation is straightforward. If something arrives damaged, short or not to the approved proof, we put it right.

Cancelling before production

• Before you approve the artwork proof: you may cancel and any advance you have paid is refunded in full, less any sample or design charge already incurred and invoiced.
• After artwork approval, before production starts: you may cancel, and we refund the advance less the cost of materials already committed for your order. We will show you what that cost is before you decide.
• After production has started: a customised order cannot be cancelled. A plain stock order that has not been dispatched may be cancelled, subject to a handling charge stated on your quotation.

Changing an order

Quantity, branding or packaging can be changed before artwork approval at no charge. After approval, a change means a new proof and may change the price and the lead time. We will requote before making the change.

If something is wrong with what arrives

Check the consignment when it reaches you. Tell us within seven days of delivery if any of the following applies, and send photographs of the goods and the outer packaging:

• the goods are damaged
• the quantity is short
• the branding does not match the proof you approved
• the product is defective or is not what was ordered

Where the claim is for damage in transit, tell the courier as well at the time of delivery, and note the damage on the delivery paperwork. Without that note the transporter will refuse the claim.

What we do about it

We check the photographs, and where necessary we ask for the goods back at our cost. We then do whichever is practical and you prefer:

• replace the affected pieces
• credit the value of the affected pieces against your next order
• refund the value of the affected pieces

Where only part of a consignment is affected, only that part is replaced, credited or refunded.

What is not covered

• Small variation in colour, finish or grain, within normal manufacturing tolerance, including variation from a screen or a printed sample.
• An error that was in the artwork you approved. The approved proof is what gets made, so please read it carefully.
• Damage after delivery, including damage caused by storage, handling or use.
• A change of mind on a customised order.
• A delay caused by something neither side controls, which is covered in our terms and conditions.

How a refund is paid

A refund goes back by the same route the payment came in, to the same account. It is processed within seven to ten working days of the claim being agreed. How long it then takes to appear depends on your bank. Bank charges on an international transfer are borne by the party whose bank levies them.

Where GST has been charged, the refund and the credit note are issued as the GST rules require.

Talking to us first

Most of what goes wrong is quicker to fix by telephone than by email. Call or write using the contact details at the bottom of this page and we will deal with it.