Cancellation and Refund Policy

Cancelling before printing

You can cancel for a full refund at any time before you approve your artwork for printing. Contact us with your order number and we will process it the same working day.

Approving artwork is the point of no return. It sends the job to a press, and materials are committed from that moment.

After approval

Once artwork is approved and production has begun, an order cannot normally be cancelled. If you contact us very quickly we will check whether production has actually started, and cancel if it has not.

If your order is wrong or damaged

Tell us within 48 hours of delivery, with photographs of the problem and your order number. We will reprint the affected items free of charge, or refund them, whichever you prefer.

• Printed materially differently from the artwork you approved — reprint or refund.
• Damaged in transit — reprint or refund.
• Wrong product, quantity or specification delivered — reprint or refund.
• An error present in the artwork you approved — chargeable, because we printed what was approved.
• Colour variation within normal tolerance — not a defect, see our Terms.

How refunds are made

Refunds are made to the original payment method. We cannot refund to a different card or account.

We process refunds within 3 working days of approving them. Your bank then takes a further 5 to 7 working days to credit the amount, which is outside our control.

Partial refunds are possible where only part of an order is affected — you are not required to accept a reprint of the whole order to resolve one line.

How to raise a claim

Email support@eprintsmart.com with your order number, a description of the problem and photographs. We respond within 2 working days.

If you are not satisfied with how a claim is handled, escalate to our Grievance Officer, Barath, at grievance@eprintsmart.com.