Returns Policy | Exact Print Refunds and Faulty Item Claims
EXACT PRINT – RETURNS & REFUNDS POLICY
At Exact Print, most of our products are personalised or made specifically to the customer's requirements. Please read this policy carefully before placing an order.
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or reduce your statutory consumer rights.
Personalised and Made-to-Order Products
Personalised, custom-printed and made-to-order products cannot normally be returned simply because you have changed your mind.
This includes products containing customer-supplied:
- photographs;
- artwork;
- logos;
- names;
- wording;
- graphics;
- designs; or
- other personalised content.
If you contact us before production has started, we may be able to cancel or amend your order.
Once production has started, cancellation may no longer be possible.
This does not affect your statutory rights where goods are faulty, not as described or otherwise fail to conform to the contract.
Checking Your Order
We strongly recommend checking your order as soon as reasonably possible after collection or delivery.
Prompt inspection allows us to investigate any concerns while relevant production information is readily available and, where possible, provide a suitable remedy quickly.
For visible printing, manufacturing or finishing concerns, we recommend contacting us within 3 days of receiving or collecting your order.
The 3-day period is a request for prompt notification and does not remove, shorten or replace your statutory consumer rights.
For products required for a particular event or date, we strongly recommend inspecting the order before the event wherever reasonably possible.
Faulty, Incorrect or Misdescribed Products
If you believe that your product is:
- faulty;
- materially incorrectly produced;
- materially different from what you ordered; or
- not as described,
please contact us as soon as reasonably possible.
To investigate your complaint, we may request:
- your order number;
- a description of the issue;
- photographs showing the complete product;
- close-up photographs of the issue;
- the original artwork or file supplied;
- relevant correspondence; and/or
- return or inspection of the product.
Please retain the product while your complaint is being investigated unless we tell you otherwise.
We may assess the finished product against the:
- order specification;
- product purchased;
- customer-supplied artwork;
- approved proof, where applicable;
- correspondence;
- production records; and
- photographs or physical product.
Where we confirm that the product does not conform to the contract, we will provide the appropriate remedy in accordance with applicable consumer law.
Customer-Supplied Artwork
Unless an artwork, design or file-preparation service has specifically been purchased, Exact Print provides a printing service and not an artwork-design or proofreading service.
Customers are responsible for checking their supplied artwork, including:
- spelling;
- wording;
- names and dates;
- image quality;
- resolution;
- dimensions;
- proportions;
- orientation; and
- overall layout.
A refund will not normally be provided where an issue results solely from an error contained in customer-supplied artwork.
This does not apply where the finished product materially differs from the supplied or approved artwork due to an error for which Exact Print is responsible.
Image Quality and Resolution
The quality of the final print depends significantly on the quality of the original file supplied.
Low-resolution, small, compressed or blurred images may lose quality when enlarged and may appear:
- blurred;
- pixelated;
- less sharp;
- less detailed; or
- visibly compressed.
These characteristics are not normally considered printing defects where they result from limitations in the original customer-supplied file.
Where we identify a significant quality concern before production, we may contact you and request a better-quality file.
If you instruct us to proceed after being advised of an image-quality concern, you accept the reasonably foreseeable limitations arising from the supplied file.
Artwork Size and Proportions
Customers should supply artwork that matches the dimensions and proportions of the product ordered wherever possible.
Where customer artwork has a different aspect ratio from the selected print area, it may not be possible to simultaneously:
- display the complete original image;
- preserve the original proportions; and
- completely fill the selected print area.
The artwork may therefore require proportional resizing, cropping or additional background/blank space.
Exact Print will normally preserve the original proportions of photographs and will not intentionally distort photographs by disproportionately stretching them unless this has specifically been requested or approved by the customer.
Colour Differences
Colours displayed on phones, tablets and computer monitors may differ from printed colours.
Reasonable colour variations may occur due to differences in:
- screen displays;
- printing equipment;
- paper or material;
- inks or toners;
- finishing;
- production batches; and
- lighting conditions.
Reasonable screen-to-print colour variation does not necessarily constitute a printing defect.
Where an exact or particularly important colour match is required, customers should contact us before production to discuss an appropriate proof or colour-matching service.
Printing and Finishing Tolerances
Commercial printing and finishing processes are subject to reasonable manufacturing tolerances.
Minor variations may occur in:
- cutting;
- trimming;
- alignment;
- registration;
- print positioning;
- folding;
- finishing; and
- dimensions.
Minor variations consistent with normal commercial printing processes will not normally constitute a defect unless they materially affect the appearance, function or intended use of the product.
This does not remove our responsibility where a product has been materially manufactured incorrectly.
Approved Proofs
Where Exact Print provides a proof for approval, customers are responsible for checking it carefully before authorising production.
Once a proof has been approved, we cannot normally accept responsibility for an error that was clearly visible in the approved proof.
This does not apply where the finished product materially differs from the approved proof.
Returns for Investigation
We may require an allegedly faulty product to be returned or made available for inspection before determining the cause of the issue and the appropriate remedy.
Please do not dispose of the product while your complaint is being investigated unless we give permission to do so.
Where Exact Print is responsible for the fault, we will deal with reasonable necessary return costs in accordance with applicable law.
Refunds, Repairs and Replacements
Where goods genuinely fail to conform to the contract, the appropriate remedy may include, depending on the circumstances and applicable consumer law:
- refund;
- repair;
- replacement; or
- price reduction.
A full refund will not automatically apply to every complaint. The appropriate remedy depends on the nature of the issue, when it was reported and the applicable statutory rights.
Where a refund is legally due or otherwise agreed by Exact Print, it will normally be returned to the original payment method.
When a Refund Will Not Normally Be Provided
Subject to your statutory rights, a refund will not normally be provided solely because:
- you changed your mind about a personalised product;
- you no longer require the personalised product;
- you selected the wrong size, quantity or specification;
- incorrect information was supplied by you;
- your supplied artwork contained an error;
- you approved a proof containing the complained-of error;
- a low-resolution image displays reasonably foreseeable loss of quality when enlarged;
- artwork has different proportions from the product selected;
- there is a reasonable screen-to-print colour variation; or
- there is a minor variation within normal commercial printing tolerances.
These exclusions do not apply where the problem results from a production error for which Exact Print is legally responsible.
Non-Personalised Products
Where an eligible consumer purchases standard, non-personalised goods online or through another distance-selling method, statutory cancellation rights may apply.
Where applicable, customers normally have 14 days after receiving the goods to notify us that they wish to cancel and a further period in which to return them.
Personalised and custom-made products are generally excluded from this change-of-mind cancellation right.
Chargebacks and Payment Disputes
If you believe there is a problem with your order, we encourage you to contact Exact Print first wherever reasonably possible so that we have an opportunity to investigate and provide an appropriate resolution.
This does not prevent you from contacting your bank, card provider or payment provider or exercising any statutory rights available to you.
Where a chargeback or payment dispute is opened, Exact Print may provide relevant evidence relating to the transaction, including:
- order records;
- product specifications;
- customer-supplied artwork;
- artwork approvals;
- correspondence;
- production records;
- photographs;
- delivery information; and
- collection records.
Statutory Rights
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or reduce your statutory rights.
Where you are purchasing as a consumer, applicable rights under legislation including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 continue to apply.
Contact Us
If you believe there is a problem with your order, please contact us and provide your order number and details of the issue.
Exact Print UK
Telephone: 020 7701 2515
Email: [email protected]
Website: www.exactprint.co.uk