Refunds & Returns Policy
Last updated: 9 July 2026
Most Prime Print products are custom-made, personalised, printed or produced to order based on customer-supplied artwork, specifications, instructions or approved proofs. Because of this, returns, cancellations and refunds are limited once an order has been approved, produced, printed, finished or dispatched.
This policy does not affect your statutory rights.
1. Change of Mind
As most of our products are custom printed, personalised or made to order, we usually cannot accept returns, cancellations or refund requests if you simply change your mind after production has started, artwork has been approved, or the order has been printed.
This includes, but is not limited to:
- Business cards
- Flyers and leaflets
- Posters
- Banners
- Roller banners
- Stickers and labels
- Signage
- Booklets and brochures
- Clothing and fabric printing
- Promotional items
- Large-format prints
- Exhibition and event materials
- Any other personalised or custom-made printed products
2. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible at primeprintlondon@gmail.com.
If production has not started, we may be able to cancel the order and issue a refund.
If artwork preparation, proofing, production, printing, finishing, packing or dispatch has already started, cancellation may not be possible. In some cases, we may deduct any costs already incurred, including design work, artwork setup, materials, printing, finishing, labour, courier fees or third-party supplier costs.
3. Faulty, Damaged or Incorrect Items
If your order is faulty, damaged, misdescribed or significantly different from the approved specification, please contact us at primeprintlondon@gmail.com as soon as possible.
We may ask for:
- Your order number
- A clear description of the issue
- Clear photos or videos showing the issue
- Photos of the packaging if the item arrived damaged
- Return of the goods or samples for inspection, where required
We must be given a reasonable opportunity to review and investigate the issue before any refund, reprint, replacement or other remedy is agreed.
4. Available Remedies
Depending on the issue, we may offer one or more of the following:
- Reprint
- Replacement
- Repair
- Partial refund
- Full refund
- Store credit
- Delivery charge refund, where appropriate
The remedy will depend on the product type, order value, nature of the issue, whether the product has been used, and whether the issue was caused by our production, customer-supplied artwork, courier handling, customer handling, incorrect installation, misuse or another third-party factor.
5. Customer-Approved Artwork Errors
We cannot usually offer a free reprint, replacement or refund where the issue was visible in the approved proof or caused by customer-supplied artwork.
This includes, but is not limited to:
- Spelling mistakes
- Grammar mistakes
- Wrong phone numbers, emails, addresses or contact details
- Incorrect QR codes or links
- Low-resolution images
- Blurry or pixelated artwork
- Missing bleed
- Incorrect sizes
- Incorrect crop marks
- Wrong page order
- Wrong colour setup
- Missing fonts
- Broken, missing or substituted fonts
- Transparency issues
- Layer issues
- Flattening issues
- Overprint issues
- Hidden objects
- Incorrect file export settings
- Artwork supplied in the wrong format
- Design elements placed too close to the trim edge
Once artwork is approved, the approved file may be sent to print immediately and we may not be able to make any further changes.
6. Colour, Finish and Production Tolerances
Colours shown on screen may not match the final printed result exactly. Screens display colours in RGB, while print is usually produced in CMYK or printer-specific colour profiles.
Exact colour matching is not guaranteed unless a printed proof, Pantone reference or written colour-matching agreement has been requested and confirmed before production.
Colours may vary between different print methods, materials, finishes, machines and batches. Reorders may also show slight colour variation from previous orders.
Slight variation may occur in:
- Colour
- Material finish
- Trimming
- Folding
- Creasing
- Cutting
- Positioning
- Quantity
- Texture
- Lamination
- Print alignment
- Overall appearance
Solid colour backgrounds, dark backgrounds and full-coverage designs may show slight banding, grain, scuffing, roller marks, scratches, creases, fingerprints, pressure marks or inconsistency.
Very light grey colours, pale colours, low-contrast colours, thin fonts, fine lines and small text may not print as clearly as they appear on screen.
Fonts below 8pt may not be clearly readable after printing.
Artwork with borders around the edges cannot be guaranteed to have perfectly even borders on all sides after cutting.
On solid colour designs, cutting edges may appear slightly rough and the inner colour of the paper or material may be visible.
Folded, creased or scored products may not align perfectly and may show cracking marks, especially on heavy ink coverage, dark backgrounds, thick card or coated stock.
Final printed quantities may be up to 10% more or less than the ordered quantity due to standard production tolerance.
These normal print and production tolerances do not automatically qualify for a refund, reprint or replacement unless the issue is significant and outside reasonable print standards.
7. Delivery and Courier Delays
Delivery is handled by third-party courier services. We will dispatch orders using the delivery method agreed at the time of order and provide tracking details where available.
Once an order has been produced correctly and dispatched from our side on time, delays caused by the third-party courier network are outside our direct control.
Courier delays may include, but are not limited to:
- Depot delays
- Courier network delays
- Traffic
- Weather
- Failed delivery attempts
- Incorrect or incomplete delivery information
- Customer unavailability
- Business closure at the delivery address
- Hotel, reception, concierge or internal handling delays
- Courier operational delays
- Other third-party delivery issues
If an order has been produced correctly and dispatched from our side on time, a courier delay alone does not automatically qualify for a full product refund.
Where appropriate, we may offer one or more of the following depending on the circumstances:
- Refund of the delivery charge
- Partial refund
- Store credit
- Discount on a future order
- Assistance with a courier claim
- Another goodwill resolution
Any refund or compensation will be assessed based on the order value, delivery charge, dispatch timing, courier tracking, courier evidence, whether the product was produced correctly, and whether the printed product is still usable.
A full product refund will not normally be issued for courier delay alone where the order was produced correctly and dispatched on time, unless required by law or separately agreed by us in writing.
8. Premium, Priority, Express and Next-Day Delivery
Premium, priority, express, next-day or timed delivery services are provided through third-party courier networks.
We will make every reasonable effort to produce and dispatch the order on time using the selected delivery method. However, courier delivery times cannot be fully guaranteed unless a separate written delivery guarantee has been agreed by us before the order is placed.
If a premium, priority, express, next-day or timed delivery service is delayed after timely dispatch, this does not automatically qualify for a full product refund. Where appropriate, we may refund the delivery charge or offer a partial goodwill resolution depending on the circumstances.
9. Time-Sensitive Orders
If an order is required for a specific event, exhibition, meeting, conference, wedding, hotel delivery, deadline or any other time-sensitive purpose, the customer must inform us clearly in writing before placing the order.
We strongly recommend allowing extra time for production and delivery, especially for urgent or event-critical orders.
We cannot be held responsible for missed event deadlines where the order was approved late, artwork was supplied late, payment was delayed, delivery information was incorrect, the customer was unavailable to receive the parcel, or the delay occurred after timely dispatch through a third-party courier.
If a customer chooses to proceed with a time-sensitive order close to the deadline, they accept the risk that third-party courier delays may affect delivery.
10. Hotel, Reception and Concierge Deliveries
For hotel deliveries, we can usually deliver only to the hotel reception, concierge, loading bay, goods-in area or delivery point.
Once proof of delivery is provided by the courier, we cannot take responsibility for the hotel’s internal handling, storage, transfer to guest rooms, transfer to event halls or staff communication.
Customers are responsible for confirming the hotel’s delivery process before placing an order and for informing the hotel that a parcel is expected.
11. Damage After Delivery, Collection or Use
We cannot usually offer a refund, reprint or replacement where the product has been damaged after delivery, collection or use.
This includes damage caused by:
- Incorrect handling
- Incorrect installation
- Incorrect storage
- Weather exposure
- Water damage
- Folding, bending or crushing
- Incorrect washing
- Incorrect ironing
- Misuse
- Customer cutting, fitting or application
- Third-party installation
- Use in unsuitable conditions
For roller banners, signage, stickers, vinyl, clothing and installation-based products, customers must follow the correct handling, care and installation instructions.
12. Large-Format, Banners, Posters and Display Products
Full-colour or solid-colour posters, banners, table cloths, fabric prints and large-format prints may show small scratches, marks, creases, fingerprints, pressure marks or handling marks. These can be difficult to avoid during production, finishing, packing, delivery and installation.
Products are not guaranteed to be waterproof, weatherproof, scratchproof, UV-resistant or suitable for long-term outdoor use unless this has been clearly stated in writing before ordering.
For roller banners, customers must follow the correct installation and handling instructions. Incorrect handling, pulling at an angle, forcing the mechanism, outdoor use, wind exposure or poor storage may damage the product.
Eyelet requirements must be clearly stated by the customer, including position and quantity. If eyelet requirements are not specified, we will use our standard production method.
For letter cutting, vinyl cutting, stickers, wall graphics, window graphics or installation-based products, fitting and application are the customer’s responsibility unless installation has been agreed separately in writing.
13. Clothing and Fabric Printing
Printed clothing, including T-shirts, hoodies and fabric products, may be affected by washing, ironing, tumble drying, stretching, chemicals, friction or improper care.
Customers must follow wash and care instructions carefully.
We are not responsible for damage caused by:
- Incorrect washing
- Incorrect ironing
- Tumble drying
- Bleaching
- Dry cleaning
- Excessive heat
- Stretching
- Friction
- Misuse
- Failure to follow care instructions
Print colours and finish on fabric may vary depending on garment colour, fabric type, material composition, print method and artwork supplied.
14. Reporting an Issue
Any issue with an order must be reported as soon as possible, ideally within 48 hours of delivery or collection.
Please email primeprintlondon@gmail.com with:
- Your order number
- A clear description of the issue
- Photos or videos showing the problem
- Photos of the packaging if the item arrived damaged
If an issue is reported late, or after the product has been used, installed, worn, distributed, altered or damaged, we may not be able to offer a refund, reprint or replacement.
15. Return of Goods
Where necessary, we may ask for the goods to be returned before a refund, reprint or replacement is processed.
Returned items must be kept in reasonable condition and must not be used, altered, installed, distributed or damaged further.
If the issue is confirmed to be caused by our production error, we will advise the next steps and may cover reasonable return costs where appropriate.
16. Refund Processing
If a refund is agreed, it will usually be processed back to the original payment method.
Refund processing times may vary depending on the payment provider, bank or card issuer.
Any approved refund will normally relate only to the affected item or affected part of the order.
If other items in the same order were produced correctly and received successfully, those items will usually remain chargeable.
17. Contact
For refund, return or order issue enquiries, please contact:
Prime Print
Email: order@primeprint.uk