Refund and Cancellation Policy

1. Nature of Custom Products

Due to the highly personalized nature of our print products (business cards, flyers, banners, etc.), you acknowledge that these items are manufactured to your specific specifications. Consequently, they do not carry a right to cancel or a “cooling-off” period once production has commenced, as defined under the UK Consumer Contracts Regulations for bespoke goods.

2. Refund Eligibility

Printivo UK offers a seven (7) working day refund policy specifically for items that are defective or do not meet professional print standards.

• Defective Items: A refund or reprint will be issued if the product is physically damaged, incorrectly cut, or significantly deviates from the approved electronic proof.
• Customer Errors: We do not offer refunds for errors in the original artwork provided by you, including spelling mistakes, low-resolution images, or incorrect color profiles (RGB vs CMYK).

3. Reporting and Timeframes

To be eligible for a refund or replacement, you must adhere to the following timelines:

• Initial Report: Any issue must be reported to our support team within three (3) working days of receiving the order.
• No Late Claims: Printivo will not issue refunds if an order has been delivered and no issue was raised within the 3-day window.
• Return for Examination: If a product is suspected to be defective, we may request that you return the items to our facility for quality examination before a refund is processed.

4. Resolution Hierarchy

Our goal is to ensure you have the materials you need. Therefore, we resolve issues in the following order:

1. Reprint: We will first offer to reprint the order at no additional cost to correct the defect.
2. Credit: We may offer a credit to your Printivo account for future orders.
3. Full Refund: If the above options do not meet expectations, a full refund will be issued to the original payment method within seven (7) working days of the claim approval.

5. Cancellations and Modifications

• Before Approval: You may cancel or modify an order at any time before you have approved the electronic proof.
• After Approval: Once you have clicked “Approve,” the order is sent immediately to our production queue. At this stage, the order cannot be changed or cancelled.

6. Chargebacks and Payment Disputes

• Good Faith: We encourage customers to contact us directly to resolve any issues.
• Unauthorized Use: You are responsible for all orders placed through your registered account.
• Dispute Resolution: Any dispute regarding payments that cannot be settled amicably within one month will be referred to arbitration in accordance with our general Terms and Conditions.