Refund & Returns Policy – East London Printer

At East London Printer, we are committed to providing quality printing services tailored to our customers’ unique needs. Every order we produce is made with precision, care, and attention to detail. However, we understand that sometimes things may not go as planned. Whether it’s a rare printing defect, a delivery issue, or a misunderstanding about artwork specifications, we want to address concerns in a way that is fair to both you and our business.

This Refund & Returns Policy is designed to be transparent, reasonable, and customer-focused, ensuring that you know exactly what to expect in case of any issues with your order. Please take a moment to read through this policy to understand our approach to refunds, replacements, and order disputes.

1. Checking Your Order at the Time of Collection

If you choose to pick up your order from our shop, we kindly ask that you take a moment to inspect your items before leaving the premises.

Check the quality of the printing.
Ensure that the specifications (size, paper type, quantity) match your order.
Look for any visible defects or issues.

If you spot any problems, please inform us immediately while you are still in the shop. We are more than happy to address any concerns on the spot and offer a solution.

However, once you leave our shop with your order, we consider the order accepted. If you contact us after leaving the shop—whether it’s the same day or a few days later—unfortunately, we will not be able to offer a refund or reprint. This policy is in place to ensure fairness and to prevent any potential misuse of the returns system.

Why is this important?
We want to ensure that our customers receive exactly what they expect, and the best way to do that is for you to check the order while you are with us. This gives us the opportunity to fix any potential mistakes immediately, without delays or misunderstandings later on.

2. Defective or Faulty Products – Orders Delivered to You

We take great care to ensure every product we print is as per client requirements. However, if you receive your order by delivery and find a defect, we will be happy to review and resolve the issue.

How to Report a Defective Product

If you believe there is an issue with your printed products, please contact us within 7 days of receiving your order. We will require:

Photographic evidence showing the defect or printing error clearly.
A brief description of the problem.
Your email address and order date for reference.

Once we receive your complaint, we will review the evidence and determine the appropriate resolution. Based on our assessment, we will offer one of the following options:

✅ Free Reprint – If the defect is due to a mistake on our part, we will reprint your order at no additional cost.
✅ Refund or Store Credit – If a reprint is not possible, we may offer a full or partial refund or credit towards future orders.

We may ask you to return the defective products before processing a refund or reprint. In some cases, we may determine that photographic evidence is sufficient.

3. Understanding Colour Variations

Please note that colours may vary slightly between what you see on your screen and the final printed product. This is due to differences between RGB (screen colours) and CMYK (print colours).

We do not guarantee exact colour matching.
If precise colour accuracy is critical, we recommend ordering a sample proof before placing a large order.

Because of the natural limitations of colour reproduction in printing, we cannot offer refunds or reprints due to minor colour variations unless the difference is significantly outside of the normal range.

4. Cancellations & Order Modifications

We understand that sometimes you may need to cancel or modify your order. However, due to the fast-paced nature of our production process, once your artwork has been approved and sent to print, we are unable to make any further changes.

If you need to cancel or make an adjustment, please contact us as soon as possible. If your order has not yet been processed, we will do our best to accommodate your request. However, once production has started, cancellations or modifications will not be possible.

In cases where cancellation is possible, we may deduct any costs incurred for work already completed before issuing a refund.

5. Complaints & Claims Process

If you receive an order and believe there is a problem, we encourage you to file a complaint within 7 days of receiving the product.

To ensure a smooth resolution, please provide:

Clear photos of the issue.
A brief explanation of the problem.
Order details (order number, date of purchase).

After reviewing the complaint, we will decide on the appropriate course of action—whether that is a reprint, refund, or another suitable resolution. Complaints filed after 7 days may not be eligible for resolution.

6. Situations Where Refunds or Reprints Are Not Offered

While we always strive to be fair and accommodating, there are situations where we cannot offer refunds or reprints, including:

Customer Artwork Issues – If the file provided by the customer contains errors (such as incorrect spelling, poor resolution, or formatting issues), we are not responsible for the outcome.

Minor Colour Variations – As explained above, we do not offer refunds for slight differences in colour.

Damage After Collection – If you collect your order and later find an issue at home, we cannot be held responsible.

Incorrect Usage or Carelessness – If damage occurs due to mishandling, exposure to harsh conditions, or improper care, we cannot offer refunds or reprints

7. Force Majeure – Uncontrollable Events

Sometimes, unforeseen circumstances beyond our control—such as natural disasters, strikes, transportation delays, or supplier disruptions—may impact our production or delivery schedule. While we will do everything possible to minimize disruptions, we cannot be held responsible for delays or issues caused by such external factors.

In the event of such delays, we will:

Notify you as soon as possible about the situation.
Work to resolve the issue as quickly as possible.
Provide alternative solutions where possible.

8. Processing Refunds

If a refund is approved, it will be processed within 7 working days and issued via the original payment method. Refunds cannot be expedited and may be subject to additional bank processing times.

For any questions regarding refunds, please contact our customer service team at hello@eastlondonprinter.co.uk.

Our Commitment to You

At East London Printer, we take immense pride in our work and truly value each and every customer. We understand how important your print orders are, and we want to ensure that you receive products that meet your expectations.

We believe in fairness, transparency, and exceptional service, and we will always do our best to resolve any issues in a way that is reasonable for both parties.

Thank you for choosing East London Printer. We appreciate your trust and look forward to serving you again!s.