DRAFT FOR LEGAL REVIEW — NOT YET APPROVED FOR USE. Prepared 2 August 2026. Delete this notice before publishing.
The short version
Everything we print is made to your specification. It cannot be resold, and once it is on the press it cannot be unmade. So the point of no return is your written approval of the proof.
Before that point you can change or cancel almost anything. After it, you cannot.
Before you approve artwork
You can cancel at any time. We invoice for design and other work already carried out, and apply your deposit against it. If we have not started, your deposit is returned in full.
After you approve artwork
The order cannot be cancelled or refunded. This is standard across the print trade and it is not us being difficult — your job goes into production as a one-off item with no value to anyone else.
If you spot a mistake between approval and printing, ring us immediately. If we can catch it before the press we will, and we will only charge for work that has to be redone.
If something is wrong with what arrives
Tell us within 48 hours of delivery, and photograph the goods and packaging before unpacking further.
We will reprint or refund, at our option, where:
- the goods do not match the specification you ordered
- the goods do not match the proof you approved
- there is a manufacturing or finishing defect
- the delivered quantity is more than 5% short
We cannot refund where:
- the error was present in artwork you approved — wrong dates, prices, names or spellings
- you supplied low-resolution images and the printed result reflects that
- colour varies from your screen and you did not order a colour-matched proof
- you have changed your mind, or your event has been cancelled or postponed
That last one is worth reading twice. If your event is called off, the print is still yours and still payable. Event cancellation insurance is not expensive and we would encourage every organiser to carry it.
Quantity variation
Commercial printing produces a small variation in finished quantity. We may deliver up to 5% over or under, charged or credited pro rata. A shortfall within 5% is not a defect.
Consumer rights
If you are ordering as a private individual rather than for a club, society, charity or business, you have statutory rights which this policy does not affect. Note that the 14-day cancellation right under the Consumer Contracts Regulations 2013 does not apply to goods made to your specification or clearly personalised, which covers all bespoke printed goods.
Please tell us at the point of enquiry if you are ordering as a private individual.
How to raise a problem
Email us with your order number, photographs and a description of the problem. We aim to respond within one working day and to resolve every claim within five.