This page sets out what happens if something is wrong with an order. Because we manufacture to order, the policy is different from a retail returns policy — it is built around quality claims rather than change-of-mind returns.

Summary

  • Once an order has entered production it cannot be cancelled.
  • Completed products are not eligible for return, whether they are customised or standard.
  • Returns, replacements or credits are considered for verified manufacturing or product-quality defects.
  • Quality issues must be reported within 30 days of delivery.

What is covered

A quality claim is valid where the goods differ from the approved artwork or approved sample, or where a manufacturing fault makes the product unfit for its intended use. Examples include printing errors against the approved proof, plating defects, warping or cracking arising from production, or a quantity shortfall against the confirmed order.

What is not covered

The following are not treated as valid quality claims:

  • Issues caused by incorrect use or improper handling after delivery
  • Normal wear and tear, including from commercial or rental use over time
  • Customer preference — for example a change of mind about a design that matches the approved proof
  • Incorrect order information supplied by the buyer, including artwork errors in files we were given
  • Damage occurring in transit that is not reported within the claim window
  • Anything unrelated to product quality, such as customs delays or duty costs

Minor variation in colour between a screen mock-up and the printed piece is not a defect. If colour accuracy is critical to your market, request a physical sample before the bulk run — that is what the sample stage exists for.

How to raise a claim

  1. Report within 30 days of delivery. Claims outside this window cannot be assessed.
  2. Provide a complete, continuous unboxing inspection video. This is the single most important piece of evidence — it establishes the condition of the goods as received.
  3. Describe the issue clearly and attach supporting photographs or video showing the product defect, the external packaging, the shipping label and any relevant detail.
  4. Retain the original packaging and do not return anything until we have confirmed the claim and given return instructions. Unauthorised returns cannot be processed.

What happens next

We review the evidence and respond with an assessment. Where a manufacturing defect is verified, we arrange a replacement or a credit on the affected units. Where the goods were made correctly to an approved proof and sample, we will explain why and, where practical, suggest how to adjust the artwork or specification for a future run.

Avoiding claims before they happen

Nearly every claim we see traces back to an avoidable step: artwork approved from a screen image rather than a physical sample, a specification change made after production started, or a design chosen for a material it does not suit. We would rather spend an extra few days at the sampling stage than handle a disputed shipment — so we will tell you when we think a design, a material or a deadline is risky.

Something wrong with an order? Contact us with the order details and we will start the assessment.