Terms and Conditions | Exact Print Website and Ordering Policy

EXACT PRINT – TERMS & CONDITIONS, RETURNS & REFUNDS POLICY

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Please read these Terms and Conditions carefully before placing an order with Exact Print.

These terms apply to orders placed through our website, by email, telephone, in person or through any other ordering method offered by Exact Print.

By placing an order, you confirm that you have checked the product specifications, dimensions, quantity, artwork and other information relating to your order and agree to these Terms and Conditions.

Nothing in these Terms and Conditions is intended to exclude, restrict or replace your statutory consumer rights.

1. ABOUT US

Exact Print provides printing, personalised printing and related production services.

Exact Print UK

Telephone: 020 7701 2515
Email: [email protected]
Website: www.exactprint.co.uk

When contacting us about an existing order, please provide your order number.

2. PLACING YOUR ORDER

Customers are responsible for checking the details of their order before submitting it.

This includes, where applicable:

• product;
• quantity;
• dimensions and size;
• material;
• print sides;
• orientation;
• finishing;
• delivery or collection option;
• artwork;
• photographs;
• text and spelling;
• names and dates;
• colours;
• personalised information; and
• any special instructions.

Please contact us before ordering if you are unsure whether a particular product, artwork or file is suitable.

An order may be placed into production shortly after payment is received. Changes or cancellations may therefore not be possible once production has started.

3. PERSONALISED AND MADE-TO-ORDER PRODUCTS

Most Exact Print products are manufactured or personalised specifically for the customer.

This includes products containing customer-supplied:

• photographs;
• artwork;
• logos;
• names;
• wording;
• graphics;
• designs; or
• other personalised content.

Personalised or custom-made products cannot normally be returned simply because the customer changes their mind.

This does not affect your statutory rights where goods are faulty, not as described or otherwise fail to conform to the contract.

4. CUSTOMER-SUPPLIED ARTWORK AND PRINT-READY FILES

Unless an artwork, design, file-preparation, preflight or proofreading service has specifically been purchased, Exact Print provides a printing service and not an artwork-design, file-correction or proofreading service.

Customers are responsible for ensuring that all artwork and files supplied to us are complete, accurate and suitable for professional printing.

Customers should check, where applicable:

• spelling and grammar;
• contact information;
• names and dates;
• image quality and resolution;
• document dimensions and finished size;
• artwork proportions and aspect ratio;
• page orientation;
• margins, bleed and safe areas;
• fonts and embedded fonts;
• photographs and graphics;
• colours and colour settings;
• transparency effects;
• layers;
• clipping masks;
• special effects;
• overprint settings;
• missing or hidden objects; and
• overall layout.

File Flattening and Compatibility

Customers are responsible for ensuring that files supplied for printing are correctly prepared and, where appropriate, flattened before submission.

Some PDF and artwork files may contain layers, transparency, effects, fonts, clipping masks, embedded objects or other elements that appear correctly when viewed on a computer, phone or PDF viewer but may be interpreted differently by professional printing software, RIP software or printing equipment.

As a result, an artwork file may appear visually correct on screen while producing:

• missing text;
• missing icons or graphics;
• incorrect colours;
• altered transparency;
• missing backgrounds;
• changed fonts;
• unexpected white areas;
• incorrect layering;
• partially missing objects; or
• other differences when printed.

Where appropriate, customers should flatten transparency, layers and complex artwork and ensure fonts are embedded or converted appropriately before submitting files for printing.

A file being visible or appearing correct on the customer's device does not guarantee that the underlying file data is correctly constructed or compatible with the printing process.

Where a printing issue results from the structure, construction, compatibility, transparency, layers, fonts, effects or failure to correctly flatten a customer-supplied file, this will be treated as an artwork or file-supply issue rather than a printing-production fault.

Exact Print is therefore not responsible for errors caused by the way customer-supplied artwork has been created, exported, saved, flattened or encoded.

We may, at our discretion, identify obvious artwork problems and contact the customer before production. However, any such check is provided as a courtesy and does not mean that Exact Print undertakes to inspect, preflight, proofread, correct or identify every issue contained within customer-supplied artwork.

Uploading, emailing or otherwise supplying a file to Exact Print does not constitute approval by Exact Print of that file's:

• accuracy;
• spelling or content;
• dimensions;
• resolution;
• colour setup;
• fonts;
• transparency;
• layers;
• flattening;
• compatibility; or
• suitability for printing.

Unless a specific artwork-checking or file-preparation service has been purchased, responsibility for supplying a correctly prepared, print-ready file remains with the customer.

5. ARTWORK SIZE AND IMAGE PROPORTIONS

Customers should supply artwork prepared to the dimensions and proportions of the product ordered wherever possible.

The dimensions or shape of customer artwork may be different from the print area of the selected product.

For example, a standard photograph will normally have substantially different proportions from an 800 × 2000 mm pull-up banner.

Where the aspect ratio of the artwork differs from the aspect ratio of the product, it may not be possible to:

1. show the entire original image;
2. preserve its original proportions; and
3. completely fill the print area

at the same time.

The artwork may therefore require:

• proportional enlargement or reduction;
• cropping; or
• additional background or blank space.

Exact Print will normally preserve the original proportions of photographs and will not intentionally distort a photograph by disproportionately stretching it unless this has specifically been requested or approved by the customer.

If a particular crop, positioning or layout is important, customers should provide correctly prepared print-ready artwork or arrange an artwork service before production.

6. LOW-RESOLUTION AND POOR-QUALITY IMAGES

The quality of a printed product depends significantly on the quality of the original file provided.

Images that look acceptable on a phone, tablet or computer screen can appear substantially different when enlarged for printing.

Enlarging a small or low-resolution image may result in:

• blurring;
• pixelation;
• reduced sharpness;
• visible compression;
• loss of detail; or
• other limitations originating from the source file.

These characteristics are not normally considered printing defects where they result from the quality or resolution of the file supplied by the customer.

Where we identify a significant image-quality concern before production, we may contact the customer and request an alternative file.

If the customer instructs us to proceed after being advised that the artwork or photograph may produce reduced quality, the customer accepts the reasonably foreseeable limitations arising from that supplied artwork.

7. ARTWORK PROOFS

A digital or physical proof is not automatically included with every order unless stated as part of the product or service purchased.

Where Exact Print supplies a proof for approval, the customer must check it carefully before authorising production.

Please check:

• spelling;
• grammar;
• names;
• dates;
• addresses;
• telephone numbers;
• image placement;
• photograph selection;
• orientation;
• dimensions;
• layout; and
• overall appearance.

When a customer approves a proof, they authorise Exact Print to manufacture the product according to that proof.

We cannot normally accept responsibility for an error that was clearly visible in a proof approved by the customer.

However, this does not apply where the final product materially differs from the approved proof or where applicable consumer law provides otherwise.

8. CHANGES AFTER ARTWORK APPROVAL

Production of personalised products may start immediately following artwork approval.

Once manufacturing has started, changes may not be possible.

Where a customer requests amendments after production has begun, additional charges may apply where new artwork, materials, printing or labour are required.

We will advise you of additional charges before carrying out additional chargeable work wherever reasonably practicable.

9. OUR QUALITY CHECKS

Exact Print carries out production quality checks designed to identify manufacturing and printing issues before an order is made available for collection or dispatch.

Our standard quality check is not a professional artwork-design, proofreading or image-restoration service.

Unless specifically purchased, our quality check does not mean that we undertake to:

• professionally proofread customer-supplied wording;
• verify dates, names or factual information;
• redesign customer artwork;
• restore low-resolution photographs;
• guarantee exact colour matching;
• assess the artistic quality of a design; or
• guarantee subjective satisfaction with customer-supplied artwork.

Our quality-control process is intended to check that the product has been manufactured in accordance with the order and our production standards.

10. COLOUR REPRODUCTION

Colours displayed on phones, tablets and computer monitors may differ from printed colours.

Screens generally reproduce colour using RGB light, whereas commercial printing processes may use CMYK inks, toners or other colour systems.

Colour can also vary due to:

• screen settings;
• paper or material;
• printing equipment;
• ink or toner;
• finishing;
• lighting conditions;
• production batches; and
• differences between printing processes.

Reasonable screen-to-print colour variation does not necessarily constitute a printing defect.

If an exact or particularly important colour match is required, please contact us before ordering or approving production so that an appropriate colour-matching service or physical proof can be discussed.

Unless a specific colour-matching service has been agreed, Exact Print does not guarantee an exact match between a screen display, previous print run or other printed sample and a new production run.

11. REPEAT ORDERS

A repeat order does not automatically guarantee that the new product will be visually identical to a previous production run.

Reasonable differences may arise between batches due to materials, printing equipment, ink, toner, finishing or other production variables.

If matching a previous order is particularly important, please contact us before placing the new order and provide the previous order number where available.

12. COMMERCIAL PRINTING TOLERANCES

Printing, cutting and finishing involve mechanical production processes and may be subject to minor manufacturing tolerances.

Minor variations may occur in:

• cutting;
• trimming;
• alignment;
• print positioning;
• folding;
• finishing;
• registration;
• dimensions; and
• placement.

Where a product page specifies a particular production tolerance, that tolerance will apply.

Minor variations consistent with the printing process 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.

13. CUSTOMER-SUPPLIED GARMENTS AND MATERIALS

Where Exact Print agrees to print, embroider or otherwise process an item supplied by the customer, the manufacturing history and characteristics of that item may not be known to us.

Different fabrics and materials may react differently to:

• heat;
• pressure;
• ink;
• pretreatment;
• adhesives;
• embroidery; or
• other production processes.

We will exercise reasonable care and skill when handling customer-supplied items.

However, we cannot accept responsibility for problems caused solely by an inherent defect, hidden characteristic or unsuitability of a customer-supplied item that could not reasonably have been identified beforehand.

For valuable, unusual or irreplaceable items, we may recommend or require an additional item for testing.

This section does not exclude responsibility for damage resulting from our failure to exercise reasonable care and skill.

14. GARMENT SIZING

Garment sizes vary between manufacturers and products.

For example, a Medium from one manufacturer may have different measurements from a Medium produced by another manufacturer.

Customers should check the relevant product size guide before ordering.

Once a garment has been personalised, a return cannot normally be accepted simply because the customer selected an unsuitable size where the garment corresponds reasonably with the size information provided.

If the garment materially differs from the measurements or description supplied by us, please contact Customer Service.

15. PRODUCTION TIMES

Production times are calculated once we have received everything reasonably required to manufacture the order.

This may include:

• payment;
• suitable artwork;
• required information;
• customer instructions; and
• artwork approval where applicable.

If we are waiting for information, replacement artwork or customer approval, the production time may be paused.

16. PRIORITY AND FAST PRODUCTION ORDERS

Priority/Fast Production provides accelerated production.

The production period starts once we have received:

• payment;
• suitable artwork;
• all necessary information; and
• any approval required before production.

If customer-supplied artwork requires clarification or replacement, the original production target may no longer apply.

Priority production does not mean that Exact Print must knowingly manufacture unsuitable artwork without clarification.

Where a separately charged priority-production service is not provided for reasons within our control, we will consider refunding the relevant priority-production surcharge where appropriate.

This does not affect any statutory remedy the customer may otherwise have.

17. URGENT AND EVENT-SPECIFIC ORDERS

If an order is required for a specific event or date, including a:

• funeral;
• wedding;
• birthday;
• exhibition;
• conference;
• ceremony; or
• other time-sensitive occasion,

the required date should be communicated to us before production.

Customers should allow sufficient time to collect or receive and inspect their order before an important event wherever reasonably possible.

If Exact Print expressly agrees in writing that completion or delivery by a specific date is essential, that agreed date will form part of the order.

We cannot be responsible for an event deadline that was not communicated to us before the contract was agreed.

18. COLLECTION ORDERS

Customers will receive notification when their order is ready for collection.

Please do not attend a collection point until you have received confirmation that your order is ready.

Some Exact Print collection locations operate as self-service collection points and may not provide face-to-face order handover.

Collection instructions will be provided with the collection notification.

Self-service collection does not affect your statutory rights.

Customers should collect their goods within the collection period stated in their collection notification or contact us if they are unable to do so.

19. CHECKING YOUR ORDER

We strongly recommend checking your order as soon as reasonably possible after delivery or collection.

Prompt inspection allows us to investigate issues while relevant production information is readily available and, where possible, provide a useful remedy quickly.

For visible printing, manufacturing or finishing concerns, we recommend contacting us within 3 days of receiving or collecting the product.

The 3-day period is a request for prompt notification and does not remove, shorten or replace your statutory consumer rights.

If an order is required for a date-specific event, we particularly recommend inspecting it before the event wherever reasonably possible.

A delay in inspection may make it more difficult for us to provide a remedy before the event, but it does not by itself remove statutory rights.

20. PERSONALISED PRODUCTS – CHANGE OF MIND

Personalised, custom-made or made-to-order goods cannot normally be returned simply because:

• you have changed your mind;
• you no longer require them;
• you selected the wrong size or specification;
• you supplied incorrect information; or
• you prefer a different design after production.

If you contact us before production begins, we may be able to cancel or amend the order.

Once production has started, cancellation may no longer be possible.

Nothing in this section applies where the product is genuinely faulty, not as described or otherwise fails to meet applicable statutory requirements.

21. 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, you normally have 14 days from receipt of the goods to tell us that you wish to cancel.

You then normally have a further 14 days to return the goods.

Unless the goods are faulty or we agree otherwise, the customer is responsible for the direct cost of returning goods under a change-of-mind cancellation where this is permitted by law.

Personalised and custom-made products are generally excluded from this change-of-mind cancellation right.

22. FAULTY OR INCORRECT PRODUCTS

If you believe that a product is:

• faulty;
• materially incorrectly manufactured;
• materially different from what was ordered; or
• not as described,

please contact us as soon as reasonably possible.

To investigate your complaint we may request:

• your order number;
• details of the issue;
• photographs showing the complete product;
• close-up photographs of the alleged problem;
• the original artwork;
• relevant correspondence; and/or
• return or inspection of the product.

Please keep the product while the complaint is being investigated unless we tell you otherwise.

We may compare the finished product against:

• the product ordered;
• the order specification;
• customer-supplied artwork;
• approved proofs;
• correspondence;
• production records; and
• photographs or physical samples.

If we confirm that the product does not conform to the contract, we will provide the remedy required by applicable consumer law.

23. RETURNS FOR INVESTIGATION

We may require an allegedly faulty product to be returned or otherwise made available for inspection before we can determine the cause of the issue.

Please do not dispose of the product until the investigation has been completed unless we give permission to do so.

Where we are responsible for the fault, we will deal with reasonable necessary return costs in accordance with applicable law.

24. REFUNDS, REPAIRS AND REPLACEMENTS

Where a product genuinely fails to conform to the contract, the Consumer Rights Act 2015 may provide remedies including, depending on the circumstances:

• a refund;
• repair;
• replacement; or
• price reduction.

The appropriate remedy depends on the circumstances and the statutory rights applicable at the time the problem is reported.

Where a refund is legally due or otherwise agreed, it will normally be returned using the original payment method.

A refund will not normally be provided solely because:

• the customer changed their mind about a personalised product;
• an error was contained within customer-supplied artwork;
• the customer selected the wrong specification;
• a low-resolution image displays reasonably foreseeable loss of quality when enlarged;
• artwork was approved containing the complained-of error; or
• there is a reasonable screen-to-print colour difference.

These exclusions do not apply where the problem was caused by an error for which Exact Print is legally responsible.

25. STATUTORY CONSUMER RIGHTS

Nothing in these Terms and Conditions is intended to restrict your statutory rights.

Consumer goods must meet the requirements imposed by applicable consumer law, including requirements relating to:

• satisfactory quality;
• fitness for purpose; and
• correspondence with their description.

Where Exact Print provides a consumer service, the service must also be performed with reasonable care and skill.

Where an item does not conform to the contract, the remedies and time periods provided by applicable law will apply.

Our internal complaints or returns procedures do not override statutory consumer rights.

26. COMPLAINTS

We want customers to contact us if they believe something has gone wrong so that we have an opportunity to investigate.

Please contact:

Email: [email protected]
Telephone: 020 7701 2515

Please provide your order number and sufficient information for us to understand the issue.

We will review complaints using relevant information, which may include:

• order records;
• supplied artwork;
• proofs;
• production information;
• customer correspondence;
• photographs;
• collection records; and
• delivery information.

We aim to deal with complaints fairly and objectively.

27. CHARGEBACKS AND PAYMENT DISPUTES

If you believe there is a problem with an 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 a customer from contacting their bank, card provider or payment provider or from exercising any statutory or contractual right available to them.

Where a chargeback or payment dispute is opened, Exact Print may provide relevant evidence to the payment provider, bank or card issuer.

This may include:

• order information;
• payment records;
• product specifications;
• customer-supplied artwork;
• artwork approvals;
• correspondence;
• production records;
• photographs;
• delivery information;
• collection records; and
• evidence of any refund or remedy already provided.

We will only submit information relevant to the dispute and will not knowingly submit inaccurate or misleading information.

The decision made under a bank, card-scheme or payment-provider dispute process is determined under the applicable provider rules.

A chargeback decision does not itself remove either party's statutory legal rights.

28. COPYRIGHT AND PERMISSION TO PRINT

By providing photographs, artwork, logos, trademarks, designs, text or other content for printing, the customer confirms that they have the necessary rights or permission to reproduce that material.

The customer is responsible for obtaining appropriate copyright, trademark, privacy or other permissions.

Exact Print may refuse an order where we reasonably believe that reproducing the supplied material would be unlawful or would infringe another person's rights.

We may request evidence of permission before proceeding.

29. UNLAWFUL OR PROHIBITED MATERIAL

We reserve the right to refuse to reproduce material where we reasonably believe that doing so would be unlawful.

Where an order cannot lawfully be produced, we may cancel the affected order and deal with any payment in accordance with applicable law.

30. PRICES AND PAYMENT

The price applicable to an order will normally be the price displayed or quoted when the order is submitted.

Additional services such as:

• artwork preparation;
• priority production;
• special finishing;
• delivery; or
• other optional services

may carry additional charges.

Any additional charge must be agreed or displayed before it is added to your order.

If an obvious pricing error occurs, we may contact you before accepting or producing the order.

31. QUOTATIONS

A quotation is based on the information provided at the time it is issued.

Changes to:

• quantity;
• dimensions;
• materials;
• artwork;
• finishing;
• delivery;
• production speed; or
• other specifications

may result in a revised price.

Unless otherwise stated, providing a quotation does not itself create an obligation to manufacture the product.

32. EVENTS OUTSIDE OUR REASONABLE CONTROL

Occasionally, production or delivery may be affected by events outside our reasonable control.

These may include serious equipment failure, utility outages, courier disruption, severe weather or other exceptional circumstances.

Where such an event occurs, we will take reasonable steps to minimise disruption and communicate with affected customers where appropriate.

This provision does not remove any statutory consumer rights or any rights arising from an expressly agreed essential deadline.

33. OUR RESPONSIBILITY

Nothing in these Terms and Conditions excludes or restricts liability where it would be unlawful to do so.

In particular, nothing excludes our responsibility for:

• goods that fail to meet applicable statutory requirements;
• services not performed with reasonable care and skill; or
• any other liability that cannot lawfully be excluded.

If you are purchasing as a consumer, we are not responsible for business losses arising from your use of a product for commercial purposes where those losses were not part of the consumer contract.

34. BUSINESS CUSTOMERS

If you purchase products wholly or mainly for purposes relating to your trade, business, craft or profession, you are purchasing as a business customer.

Consumer rights referred to within these terms may not apply to business-to-business transactions.

Nothing in these terms excludes liability where it would be unlawful to do so.

Where separate written business terms have been agreed, those terms may also apply.

35. CONSUMER CUSTOMERS

A consumer is generally an individual acting wholly or mainly for purposes outside their trade, business, craft or profession.

Where you purchase as a consumer, mandatory statutory consumer rights apply regardless of anything stated in these Terms and Conditions.

If any provision of these terms conflicts with a mandatory statutory consumer right, the statutory right will take priority.

36. CHANGES TO THESE TERMS

We may update these Terms and Conditions from time to time.

The terms applicable to an order will normally be those made available when that order was placed.

An update to our website Terms and Conditions will not normally retrospectively change an existing contract.

37. SEVERABILITY

If any provision within these Terms and Conditions is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

38. GOVERNING LAW

These Terms and Conditions are governed by applicable UK law.

Where you are a consumer, nothing in this section removes any mandatory right you have to bring proceedings in a court available to you under applicable law.

39. YOUR STATUTORY RIGHTS

These Terms and Conditions are intended to explain clearly how Exact Print handles printing orders, customer artwork, production issues, returns and complaints.

Nothing in these Terms and Conditions is intended to exclude, restrict or reduce your statutory rights.

Relevant consumer legislation includes the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Last updated: 3 August 2026