Refund Policy
All products from Project Print are made to order. Change-of-mind terms for custom products are separate from your rights if goods are faulty or not as described.
Check your order and artwork carefully. Your statutory rights are protected.
Custom products and change of mind
Project Print makes personalised and custom-made merch using your artwork and specifications. These products are excluded from the usual change-of-mind cancellation right for online purchases.
We do not offer change-of-mind returns for these custom products, including where you supplied incorrect artwork or selected incorrect sizes or quantities and we produced the agreed specification. This is separate from your rights if an item is faulty, incorrect or not as described.
Artwork approval
Check spelling, colours, dimensions, quantities and placement carefully before approving your proof. Screen previews are a guide; ask us to confirm any detail that matters before approval.
Once approved artwork enters production, changes may no longer be possible. A customer error reproduced accurately from the approved specification is not a production fault. This does not excuse a fault or a departure from the specification we agreed.
Colour and finish
Small differences between screen colours and physical materials, placement or batches can occur in custom production. We review concerns against the agreed specification; this paragraph does not exclude a genuine defect or an item that is not as described.
Faulty, damaged or incorrect items
Please tell us about a problem as soon as possible, ideally within 7 days of delivery, so we can investigate promptly. This is a request for early reporting, not a deadline that removes your statutory rights.
Include your order number, a description and clear photos where possible. We may need to inspect the goods; contact us before returning them so we can arrange the appropriate next step.
Email hello@projectprint.uk with your order number and details, or contact Project Print.
Putting an issue right
We will review the issue and provide the remedy required by applicable law. Depending on the circumstances this can include a repair, replacement, partial refund or full refund. Rights relating to faulty or misdescribed goods also apply to discounted purchases.
Nothing in this policy removes or limits your applicable statutory rights, including your rights when goods are faulty, not as described or not fit for purpose.
Cancellations and changes
Contact us immediately if you need to change or cancel a custom order. Once production has started, we cannot normally cancel a personalised order for change of mind. Before production, any agreed cancellation refund may account for work already completed, where lawful; we will explain the position before confirming it.
If we supply an item that is not personalised or custom-made, any applicable online cancellation rights still apply. Contact us for the instructions relevant to that order.
Refund processing
Refunds are returned to the original payment method. We will confirm the refund and process it within any applicable legal time limit; your payment provider may take additional time to show it on your account.
Delivery issues
If an order has not arrived, is significantly delayed or arrives damaged, contact us. We will investigate with the delivery provider and arrange the appropriate next step. Please keep packaging and photographs of transit damage where possible.
See our Shipping Policy for production, dispatch and delivery information.
Contact
Email hello@projectprint.uk with your order number and details, or contact Project Print.