Our goal is simple: if we make it wrong, we make it right. This policy outlines exactly when we offer reprints, credits, or refunds — and how to request them.
1. Our Quality Commitment
Every PrintingLabs order goes through a two-stage quality check before dispatch — a pre-press file review and a post-production inspection. We print to industry-standard color tolerances and use premium flex media. If your print leaves our facility with a manufacturing defect, we will resolve it at no cost to you.
2. Cancellations
2.1 Before Proof Approval
You may cancel your order without charge at any time before you approve the digital proof, provided that production has not yet commenced. To cancel, email orders@printinglabs.com with your order number. We will issue a full refund within 5–7 business days.
2.2 After Proof Approval / During Production
Once you have approved the proof and production has begun, cancellation is not possible and no refund will be issued, as materials have been allocated and press time committed. If you need to make an urgent change after approval, contact us immediately — we will do our best to accommodate changes before printing starts, but cannot guarantee it.
2.3 Rush Orders
Rush orders (same-day or next-day production) cannot be cancelled once placed, as production begins immediately upon order confirmation.
3. Defective or Incorrect Prints
We will provide a free reprint or full refund in the following cases:
- The print has a significant manufacturing defect (banding, streaking, delamination, incorrect material used)
- Colors deviate from the approved proof beyond industry-standard tolerance (Delta-E > 5)
- The wrong artwork, size, or product was printed due to our error
- The product arrives structurally damaged due to our packaging failure
How to File a Claim
Claims must be submitted within 7 days of delivery. To file a claim:
- Email support@printinglabs.com with subject line "Quality Claim – Order #[your order number]"
- Attach clear photographs of the defect, showing the full print and close-up of the issue
- Include a brief description of the problem
Our team will review your claim within 2 business days and confirm whether a reprint or refund will be issued. Approved refunds are processed within 5–7 business days to your original payment method.
4. Customer Errors — No Refund Applies
We cannot offer refunds or reprints where the issue originates from customer-submitted artwork or approved content, including:
- Low resolution or pixelated artwork submitted by the customer
- Spelling mistakes, grammatical errors, or incorrect information in the approved artwork
- Colors that differ from a physical sample or on-screen display due to normal monitor calibration variation
- Sizing errors where the customer approved the stated dimensions
- Artwork that was approved by the customer despite our flagging a potential issue during the pre-press check
We strongly recommend requesting a hard-copy proof for orders over $500 where color accuracy is critical. Hard-copy proofing is available for an additional fee.
5. Shipping Damage
If your order arrives damaged by the shipping carrier:
- Photograph the damaged packaging and product immediately upon delivery
- Do not discard the packaging — it may be required for a carrier insurance claim
- Report shipping damage to us within 48 hours of delivery
We will file a claim with the carrier on your behalf and arrange a reprint or refund as quickly as possible. For high-value shipments, we recommend purchasing additional shipping insurance at checkout.
6. Refund Processing Times
- Credit card refunds: 5–7 business days to appear on your statement
- Bank transfer refunds: 3–5 business days
- Store credit: Applied to your account within 24 hours
7. Non-Returnable Items
Due to the custom nature of all printed products, we cannot accept returns of printed items unless they are defective or incorrect through our error. All sales of custom-printed materials are final once produced.
8. Contact Us
For any questions about this policy or to initiate a claim:
- Email: support@printinglabs.com
- Phone: +1 (800) 555-0199 — Mon to Fri, 8 AM to 6 PM CT
- Address: PrintingLabs, 1200 Print Avenue, Suite 400, Chicago, IL 60601, USA