Refund and Returns Policy

Last updated: February 2026

1. Our Commitment

We take pride in the quality of our products. If something goes wrong, we’ll make it right. Your satisfaction is important to us, and we handle each case individually to ensure a fair outcome.

2. Pre-Designed Products – 14-Day Returns

Pre-designed products (items from our ready-made collection that you haven’t customised) qualify for the standard 14-day cooling-off period under the Consumer Contracts Regulations 2013.

For pre-designed products, you can return them within 14 days of receiving your order for any reason, including change of mind. To qualify:

  • Items must be unused and in original condition
  • Items must be returned in original packaging
  • You are responsible for return shipping costs (unless faulty)
  • Contact us within 14 days to start the return process

3. Custom/Personalised Products

Custom products (items you’ve personalised with your own design, text, or images) are exempt from the 14-day cooling-off period under the Consumer Contracts Regulations 2013. However, we will always replace or refund faulty or incorrectly made items.

Custom products include:

  • Items with your uploaded images or artwork
  • Items with personalised text you’ve added
  • Items where you’ve modified the design in any way

4. When We Offer Refunds or Replacements (All Products)

Regardless of whether your product is pre-designed or custom, we will provide a full refund or replacement if your order:

  • Is faulty or damaged: Printing defects, torn/damaged items, quality issues
  • Is not as described: Wrong size, wrong colour, or significantly different from preview
  • Has a printing error: Misaligned, blurry, or incorrect print (where the error is ours)
  • Was lost in transit: Items that never arrive (after a reasonable waiting period)
  • Contains wrong items: You received something different from what you ordered

5. When We Cannot Offer Refunds

For Custom Products:

  • Change of mind: You no longer want the item
  • Design errors: Spelling mistakes, sizing issues, or design problems in content you provided
  • Minor colour variations: Slight differences between screen preview and print (this is normal)

For All Products:

  • Ordering errors: Wrong size or colour selected by you
  • Incorrect address: Items returned due to wrong delivery address you provided
  • Used or damaged items: Products that have been worn, washed, or damaged by you

Tip: Please review your design and order details carefully before purchasing. We print exactly what you approve.

6. How to Request a Refund or Replacement

To request a refund or replacement:

  1. Contact us within 14 days of receiving your order at support@printnotch.com
  2. Include your order number and a clear description of the issue
  3. Provide photographs showing the defect or problem
  4. We’ll respond within 2 business days with next steps

7. Refund Process

Once we approve your refund request:

  • Refunds are processed to your original payment method
  • You’ll receive confirmation via email
  • Allow 5-10 business days for the refund to appear in your account
  • Delivery costs are refunded if the return is due to our error

8. Replacement Process

If you prefer a replacement:

  • We’ll produce and ship a new item at no extra cost
  • You may keep the original faulty item (no need to return it)
  • Replacements are dispatched within our standard production timeframe

9. Lost or Delayed Orders

If your order hasn’t arrived:

  • UK orders: Contact us if not received within 10 business days of dispatch
  • International orders: Contact us if not received within 21 business days of dispatch
  • We’ll investigate with the courier and arrange a replacement or refund

10. Cancelling Your Order

Because we begin production quickly, cancellation may not always be possible:

  • Within 1 hour of ordering: Contact us immediately; we may be able to cancel and refund
  • After production has started: Cancellation is not possible

To request cancellation, email us at support@printnotch.com with your order number.

11. Your Consumer Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015. If goods are faulty, not as described, or not fit for purpose, you are entitled to:

  • A refund (within 30 days)
  • A repair or replacement
  • A price reduction (if replacement/repair is not possible)

12. Contact Us

For returns, refunds, or any order issues:

Please include your order number in all correspondence to help us assist you quickly.

See also: Privacy Policy | Terms & Conditions | Cookie Policy

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