Returns, Cancellations & Refunds

1. Custom and personalised goods

Our products are personalised and made to your specification. Under the Consumer Contracts Regulations 2013, the standard 14-day right to cancel online purchases does not apply to goods that are made to your specification or clearly personalised. This means that, once production has started, custom orders cannot usually be cancelled, changed or returned simply because you have changed your mind.

2. Cancelling before production

You can ask to cancel your order at any time before you approve your proof — that is, before production begins — and we will refund you. Once you have approved your proof and we have begun production, the order can no longer be cancelled or refunded except where it is faulty or we have made an error (see below).

3. Faulty, damaged, incorrect or misprinted orders

If your order arrives faulty or damaged, or does not match the proof you approved because of our error, we will put it right — by reprinting or replacing the affected items, or refunding them where a replacement is not possible. This is in addition to your statutory rights under the Consumer Rights Act 2015.

Please tell us within 14 days of receiving your order and include clear photos of the issue and the packaging so we can resolve it quickly. We may ask you to return the affected items. This 14-day reporting period helps us put things right quickly and does not remove or reduce your statutory rights under the Consumer Rights Act 2015.

4. What is not covered

We cannot accept returns or give refunds for errors in the content you approved (for example a spelling mistake or wrong size in the artwork or order you signed off), or for normal, small variation in printed colour, garment shade or fit. Please check your proof carefully before approving it.

5. How to make a claim

To cancel an eligible order, or to report a fault or error, contact us at hello@primeprintco.co.uk (or message us on WhatsApp) with your order number. We will confirm the next steps. This policy does not affect your statutory rights.

Business details and how to contact us

Legal trading name: Prime Print Co Ltd, trading as Prime Print Co.

Business address: Unit G05, Regents Studio, 1 Thane Villas, N7 7PH (our West London studio).

Email: hello@primeprintco.co.uk. You can also message us on WhatsApp.

Opening hours: Monday–Friday 10:00–17:00; Saturday–Sunday closed.