Returns, reprints and refunds

You can cancel for a full refund any time before you approve your proof.

Once you’ve approved it and it’s gone to print, you can’t return it because you’ve changed your mind, as it’s been made just for you.

If it arrives damaged, faulty or not what you ordered, or we’ve made a mistake, we’ll reprint it free or refund you.

None of this affects your legal rights.

1.1 You can cancel at any time before you approve your proof. We’ll refund you in full, including any AI artwork fix that we haven’t started. Just email or call us with your order number.

1.2 Once you approve a proof, your order goes into production with our printer and can’t be cancelled.

1.3 If we haven’t received your artwork 30 days after you order, we’ll get in touch. If we still don’t hear from you, we may cancel the order and refund you in full.

1.4 Why there’s no 14 day change of mind period: the usual right to cancel an online order within 14 days doesn’t apply to goods made to your specification or clearly personalised (regulation 28(1)(b) of the Consumer Contracts Regulations 2013). Every print order is printed from your own artwork, so it falls into that category once it’s been made.

2.1 Please check your order as soon as it arrives. If anything is wrong, contact us with your order number and a few photos, ideally within 7 days. Telling us quickly helps us claim from the printer or courier. It doesn’t reduce your legal rights.

2.2 We’ll reprint free of charge, or refund you, if your print is: damaged when it arrives; faulty, for example misprinted, badly trimmed, the wrong stock or finish, or the wrong quantity; different from the proof you approved; or wrong because of a mistake we made, including in an AI artwork fix or a file we edited.

2.3 If you’re buying as a consumer and you tell us about a fault within 30 days of delivery, you can choose a full refund instead of a reprint. After 30 days, we’ll offer a reprint first, and a refund if the reprint doesn’t put it right.

2.4 We may ask you to send back a sample or the order so we can check it or claim from the printer. If we do, we’ll cover the cost of returning it.

2.5 If only part of an order is affected, we’ll reprint or refund that part.

3.1 Mistakes on a proof you approved, such as spelling, phone numbers, email addresses, prices or dates. We print exactly what you approve, so please check every detail.

3.2 Artwork we warned you about. If we told you a file was low resolution, the wrong size or likely to print badly, and you asked us to print it anyway, we can’t reprint or refund because of that issue.

3.3 Small differences that are normal in print: colours can look different on screen and on paper, and can vary slightly between print runs; a small amount of movement when cards and leaflets are trimmed, which is why we ask for bleed and a safe area; and the natural texture of different stocks and finishes.

3.4 Ordering the wrong product, size, stock or quantity, where what we printed matches your order.

4.1 Turnaround is usually 4 working days from proof approval, plus delivery. These are estimates, not guarantees, and we’ll tell you if anything looks like running late.

4.2 If your order hasn’t arrived when expected, let us know and we’ll chase it. If it’s lost in transit, we’ll reprint it free.

4.3 If you’re a consumer and your order hasn’t been delivered within 30 days of your order (or a later date we agreed with you), you can cancel and get a full refund.

5.1 The AI artwork fix is a service. You can cancel for a full refund before we start work on your file.

5.2 Once we’ve done the fix and sent you a proof, the fee isn’t refundable, but it includes one round of changes. See our Artwork Terms for what the fix covers.

5.3 If we can’t fix your file so it prints properly, we’ll tell you and refund the fix fee. Any redesign is quoted separately before we start.

5.4 Design work quoted separately is covered by our main Terms & Conditions.

6.1 Refunds go back to the card or account you paid with, within 14 days of us agreeing the refund. Depending on your bank, it can take a few more days to show.

6.2 For reprints, we’ll send a new proof only if something in the artwork needs to change. Otherwise we reprint straight away from the approved file.

7.1 If you’re buying for a business, sections 1 to 6 apply to you too, except section 2.3 and 4.3, which are consumer rights.

7.2 Our responsibility for any order is limited to reprinting it or refunding what you paid for it. We aren’t responsible for indirect losses such as lost business, missed events or the cost of other materials.

8.1 If you’re a consumer, nothing on this page affects your rights under the Consumer Rights Act 2015. Goods must be of satisfactory quality, fit for purpose and as described.

8.2 This policy forms part of our Terms & Conditions for online print orders. Please read it alongside our Artwork Terms.

9.1 Email [email protected] or call 01538 822123, 9am to 5pm, Monday to Friday. We reply within one working day.

9.2 Studio Alex Ltd, Ebenezer House, Ryecroft, Newcastle, Staffordshire, ST5 2BE.