Refunds &Returns

Made-to-order products

Most of my products are made to your specification, such as custom stickers, packaging, clothing, business cards and flyers. Because they are personalised, they cannot be resold to anyone else. Under UK law (the Consumer Contracts Regulations 2013), the usual 14-day right to cancel and return an order because you changed your mind does not apply to goods made to a customer’s specification or clearly personalised.

That does not affect your rights if something goes wrong. Faulty, damaged or incorrect items are always covered, as set out below.

Faulty, damaged or misprinted items

If your order arrives damaged, faulty, or does not match the proof or artwork you approved, please contact me within 14 days of delivery so I can sort it out quickly. Your legal rights under the Consumer Rights Act 2015 are not limited by this time frame.

To help me resolve it, please send:

• your order number
• clear photos of the problem and of the packaging, and a short description

Depending on the problem, I will reprint or replace the item, or refund you.

Mistakes on my side

If an error was caused by me, such as the wrong item, a wrong size, or a print that does not match your approved proof, let me know as soon as possible. I will correct it and make sure you receive the right item, at no cost to you.

Approved artwork

Please check your proof and artwork carefully before you approve it, because I print exactly what you approve. If the item matches what you approved, I cannot refund or reprint it because of a mistake in the approved artwork, such as a typo or a low-resolution image. Slight differences in colour, size and cutting are normal in printing and are not treated as faults (see the Terms & Conditions).

How to ask for a return or refund

• Email hello@printydesign.co.uk before you send anything back, with your order number and photos.
• I will tell you what happens next. Sometimes I will ask you to send the item back, and sometimes I will not need it.
• If I ask for the item to be returned because it is faulty or incorrect, I will cover the return postage.
• Please do not send items back without contacting me first, because I may not be able to trace them.

Refunds

If I agree to a refund, I will issue it to the same payment method you used for the order. I will do this within 14 days of agreeing to the refund. How long it takes to appear in your account depends on your bank or payment provider.

Items that are not personalised

If you buy something that is not personalised or made to your specification, you have 14 days from the day you receive it to tell me you want to cancel, and a further 14 days to send it back. It must be unused and in its original condition. Unless the item is faulty or incorrect, you pay the cost of returning it. I will refund the price of the item, and the standard delivery cost you paid, within 14 days of receiving it back.

What is not covered

• Items damaged through misuse, mishandling or poor care, including washing or using products in ways not recommended.
• Orders where the item matches the artwork or proof you approved.
• Normal small variations in colour, size and cutting that come with printing.

Your legal rights

This policy does not affect your statutory rights. If you are a consumer, goods must be as described, of satisfactory quality and fit for their purpose. You can find free advice at Citizens Advice.

Contact me

Dwaine Richardson, trading as Printy Design
Email: hello@printydesign.co.uk