Returns & refunds

Last updated 14 October 2026.

Everything we print is made to order with your own artwork and choices. Here is what happens if something is not right.

If there is a problem with your order

If your order arrives damaged, faulty or misprinted, or it is not what you ordered, we will put it right at no cost to you.

Please tell us as soon as you can, ideally within 14 days of delivery. Email info@theprintshop.info with:

• your order number;
• what is wrong;
• clear photos that show the problem, plus a photo of the box or label if it arrived damaged.

Please keep the printed items until we have looked at your claim. In most cases you will not need to send them back. If we do need them back, we will tell you how and we will pay the return postage.

If you are a consumer, the Consumer Rights Act 2015 gives you these rights when goods are faulty, damaged or not as described:

• Within 30 days of delivery, you can choose a full refund or a free reprint.
• After 30 days, you can ask for a free reprint. If a reprint is not possible, or the reprint is also faulty, you can choose a price reduction or a refund. A refund after six months may be reduced to reflect the use you have had.
• A fault that shows up within six months of delivery is assumed to have been there on delivery, unless we can show otherwise.

Telling us after 14 days does not affect these rights, but the sooner we hear from you, the quicker we can help.

What does not count as a fault

• Mistakes in artwork you supplied, or in a proof you approved, such as spelling, wording, phone numbers or dates. This does not apply to mistakes made by our design service that you could not reasonably have spotted in the proof.
• Images that print blurry because the file you supplied was low resolution.
• Text or logos that were cut off because they were placed closer than 4 mm to the edge in the file you supplied.
• Small differences between colours on your screen and in print, and small colour variations between print runs.
• Small variations in trimming that are normal in commercial print.

If you are not sure whether something is a fault, contact us anyway. We will look at it fairly.

Changing your mind

Because every order is printed to your own specification, we cannot accept returns or give refunds if you simply change your mind once your order has gone to print. The usual 14-day right to cancel does not apply to personalised goods made to order (Consumer Contracts Regulations 2013).

If you need to change or cancel an order, contact us straight away. Orders go to print quickly after payment. If production has not started, we will cancel it and refund you in full.

Late or missing deliveries

If your order has not arrived by the estimated date, please email us with your order number and we will chase it. If a parcel is lost, we will reprint and resend it or refund you.

How refunds are paid

We refund to the card you paid with, within 14 days of agreeing the refund. Your bank may take a few more days to show it.

If you buy as a business

We will still reprint or refund orders that are faulty, misprinted or not what you ordered. Please tell us within 14 days of delivery or, for a fault you could not reasonably have found when you checked the delivery, within 14 days of finding it. Our liability to business customers is set out in section 10 of our Terms & conditions.

This policy does not affect your legal rights. See also our Terms & conditions.