At The Sustainable Printworks, most of our products are made to order and produced to your specification. Because we often begin artwork checks, pre-press and production quickly, cancellations, changes and returns are limited once an order has been placed.
Nothing in this policy affects your statutory rights under consumer law, including your rights if goods are faulty, not as described, or not fit for purpose.
Cancellations
Because our products are usually bespoke, orders cannot normally be cancelled once placed.
If you need to cancel an order, please contact us as soon as possible. We will always try to help where we can, but where work has already started, we will need to charge for any costs already incurred. This means any refund may be partial, and in some cases cancellation may not be possible.
Changes to orders
As we often begin artwork checks, pre-press and production straight away, orders cannot normally be changed once they have been placed.
That said, it never hurts to ask. If you need to make a change, get in touch as soon as possible and we will do our best to help. Unfortunately, we cannot guarantee that changes will be possible once an order has been submitted, and if a change cannot be made this does not in itself create a right to cancel or refund unless required by law.
Print quality problems
We take great care with every order, but if you believe there is a problem with the print quality, please contact us as soon as possible with your order number and clear photographs showing the issue.
We may ask for further information or, in some cases, ask for the goods to be returned to us by the customer for inspection so that we can properly assess the problem.
If we confirm that the goods are faulty or do not meet the required standard, we will put things right. Depending on the situation, this may include a free reprint, repair, replacement, price reduction or refund. The cost of return postage may also be reimbursed, either by refund or by credit note.
Roller banner faults
If you believe a roller banner is faulty, please let us know as soon as possible. For the quickest resolution, we ask that any issue is reported within 14 days of delivery.
Where a roller banner is claimed to be faulty, it will normally need to be returned to us for inspection at the customer’s expense before we can confirm the outcome.
If we confirm that the fault is our responsibility, we will offer either a refund or a replacement. The cost of return postage may also be reimbursed, either by refund or by credit note.
Please note that this does not cover damage caused by misuse, mishandling, incorrect assembly, improper storage, accidental damage, normal wear and tear, or user negligence.
Returns
Because most of our items are made to order, we cannot accept returns for unwanted items.
We may of course accept returns where required by law, including where goods are faulty, not as described, or not fit for purpose.
We cannot accept responsibility for:
- errors in artwork supplied or approved by the customer
- spelling, grammar or design mistakes in customer-approved artwork
- minor variations within normal commercial tolerances
- damage arising after delivery through misuse, mishandling or negligence
Refunds
Where a refund is due, it will be made without undue delay and, where required by law, within the applicable legal timeframe.
Refunds will normally be made using the original payment method unless otherwise agreed.
Contact us
If there is an issue with your order, please get in touch with us as soon as possible, quoting your order number and including photographs where relevant. We will always do our best to resolve things quickly and fairly.