We want you to be completely happy with your order. This policy explains your rights regarding returns, refunds, and reprints.
Bespoke & Personalised Print Products
Most of the products we sell are printed to your own specification or personalised artwork (for example, business cards, flyers, or banners using artwork you have supplied). Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, bespoke and personalised goods are exempt from the standard 14-day right to cancel once production has started. This means we are unable to offer a refund simply because you have changed your mind after an order has entered production.
Faulty, Damaged, or Incorrect Orders
Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. If your order arrives faulty, damaged in transit, or does not match the artwork or specification you approved due to an error on our part, please contact us at info@primexprint.co.uk within 14 days of delivery with your order number and photos of the issue. We will investigate and, where a fault is confirmed, offer one of the following at no extra cost:
- A free reprint of your order.
- A full or partial refund, depending on the nature of the issue.
Artwork & Content Errors
Because we print exactly what is supplied and approved, we are not able to offer a refund or free reprint for errors contained within artwork supplied by you (for example spelling mistakes, incorrect contact details, or low-resolution images), unless the fault is due to an error on our part during production.
Cancelling Before Production Begins
If you wish to cancel or amend your order, please contact us at info@primexprint.co.uk or 020 3468 5999 as soon as possible. If your order has not yet entered production, we will cancel it and issue a full refund. Once artwork has been approved and sent to print, we may not be able to cancel or amend your order.
How Refunds Are Processed
Approved refunds are issued to your original payment method via Stripe, and typically appear within 5–10 business days, depending on your card issuer.
Contact Us
If you have any questions about your order, please get in touch via our Contact page, or email us at info@primexprint.co.uk.
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