📋 Summary: Because everything we produce is custom-made to your specification, we do not offer refunds or returns for change of mind, incorrect information you provided, or dissatisfaction with a design you supplied. We do offer reprints or refunds for faults caused by us. Your statutory rights as a consumer are not affected.
1. The Nature of Custom Print
All products we produce are bespoke, personalised goods made specifically to your specification — including your chosen sizes, quantities, artwork, substrates and finishes. Once production has begun, these goods cannot be resold, restocked or reused. This is why our refund policy differs from standard retail.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel within 14 days does not apply to personalised goods made to the consumer's specification. By approving a proof or requesting immediate/same-day production, you explicitly consent to production commencing before the 14-day cooling-off period expires and acknowledge that you lose your right to cancel.
2. When We Will Refund or Reprint
✓ We will help if…
- Goods are significantly different from the approved proof
- There are major production defects (banding, mis-registration, wrong substrate)
- Goods are damaged in transit (reported within 48 hrs)
- Wrong quantity delivered (short delivery)
- We delivered the wrong product entirely
- Goods fail to meet the Consumer Rights Act 2015 standard
✗ We will not refund for…
- Errors in artwork you supplied and approved
- Spelling or content mistakes visible in the proof you approved
- Colour difference within ΔE 5 tolerance (screen vs print)
- Change of mind or project cancellation after production
- Incorrect size or quantity you specified
- Dissatisfaction with a design you created
- Claims made more than 48 hours after delivery
- Goods damaged by you after delivery
3. How to Report a Problem
⚠ You must report any fault or problem within 48 hours of receiving your goods. Claims made after this window may not be accepted as we cannot establish the condition of goods at the time of delivery.
Contact us within 48 hours. Email office@printingcheap.co.uk or call 01227 941 224 with your order number and a description of the problem.
Send photographic evidence. Attach clear photos showing the fault — full sheet and close-up. This allows us to assess the issue quickly without requiring you to return goods immediately.
Do not dispose of the goods. Keep the goods in their original condition. We may request a sample or the full order be returned for inspection before we can process a claim.
We assess and respond. We aim to acknowledge fault reports within 1 business day and provide a resolution — reprint, replacement, credit or refund — within 5 business days.
Resolution. Where a fault is confirmed as ours, we will arrange a reprint at no charge, issue a credit note, or provide a full or partial refund at our discretion.
4. Cancellations Before Production
You may cancel an order before a proof has been approved and before production has commenced, without charge, by contacting us in writing. If design work has been completed on your behalf, a design fee may be retained to cover work already carried out.
Once a proof is approved, production begins immediately and the order cannot be cancelled. No refund will be issued after proof approval.
5. Colour & Tolerance
Printed colours will always differ slightly from colours displayed on your screen. Monitor calibration, colour profiles (RGB vs CMYK) and the nature of the printing process all affect colour output. A colour difference of up to ΔE 5 (as measured on a calibrated press) is within acceptable industry tolerance and does not constitute a fault.
If colour accuracy is critical — for example, matching a Pantone brand colour — please request a physical press proof before approving for full production (available at additional cost). Once a digital proof is approved, colour variation within tolerance is not grounds for a refund.
6. Delivery Damage
If goods arrive damaged in transit, you must:
- Note the damage on the courier's delivery record before signing
- Photograph the outer packaging and the damaged goods immediately
- Contact us within 48 hours of delivery with photographs
We will then pursue a claim with the courier on your behalf and arrange a replacement order as quickly as possible. Damage reported after 48 hours may not be accepted by the courier's insurance, limiting our ability to assist.
7. Refund Processing
Where a refund is approved, it will be issued within 14 days of our written confirmation of the refund. Refunds are issued by the same payment method used for the original payment where possible. Bank transfer refunds require you to provide your sort code and account number.
8. Consumer Statutory Rights
If you are a Consumer (ordering outside a trade or business), your statutory rights under the Consumer Rights Act 2015 apply in full and are not limited by this policy. Under that Act, goods must be:
- Of satisfactory quality
- Fit for their intended purpose
- As described
Where goods fail to meet these standards due to our fault, you are entitled to a repair, replacement or refund. For further guidance on your rights, contact Citizens Advice or your local Trading Standards service.
9. Contact
For all refund or returns queries:
Best Web Studio Ltd. t/a Printing Cheap
Unit 87, Thomas Way, Hersden, Canterbury, CT3 4NH
01227 941 224 | office@printingcheap.co.uk
Monday–Friday 8:30am–5:30pm. We aim to resolve all complaints within 14 business days.