Return and Refund Policy

Every job leaves here matched against the digital proof you approved. If what lands on your desk doesn’t match that proof, we reprint it with the fix, at no charge. That covers:

• Wrong spec. The stock, size, ink, foil colour, finish or quantity isn’t what the approved proof said it would be.
• Production defects. Misregistration, foil that didn’t take, a die cut off its marks, cracked scoring, streaked ink, uneven edge paint, inconsistent impression depth.
• Damage in transit. Crushed corners, water damage, a box that arrived opened. Risk in transit is ours to sort out with the carrier, not yours.
• Short delivery. Fewer pieces than you paid for.

Custom print carries a small industry tolerance — a fraction of a millimetre on trim, a hair of variance in impression depth across a hand-fed press, a colour build that can shift slightly between runs on uncoated stock. We hold tighter than the trade standard, and if a piece is outside what we’d accept ourselves, it gets reprinted. If you’re not sure whether what you’re looking at is a defect, send a photo. We’ll tell you straight.

Everything we make is manufactured to order, to your artwork, against a proof you signed off. There is no shelf to put it back on and no second customer for a card with your name on it. So these aren’t covered by a reprint at no charge:

• Change of mind, or a design you like less in the hand than on screen.
• Changes to the design, wording or spec after you approved the proof. Those are a new order, offered at a reprint discount.
• Typos, wrong phone numbers, outdated addresses or artwork errors that were present in the proof you approved. Read the proof like it’s going to the press, because it is.
• Colour differences between your monitor and printed ink. Screens emit light; paper reflects it. Where exact colour matters, ask us for a Pantone match or a printed sample before the run.
• Artwork supplied below our file requirements after we’ve flagged it and you’ve asked us to proceed.
• Carrier delays outside our control, once the parcel is in the network.

This is standard for custom-manufactured goods, and it’s the reason we spend so long on the proof. How proofing works.

1. Tell us within 14 days of delivery, with photos (a short video helps for foil and emboss). Email [email protected] with your order number; for transit damage, add a photo of the outer box as it arrived.
2. Send the pieces back; the return address is on the card in your box, or we’ll email it.
3. We compare them with the sample we keep from your run and talk it through with you, usually on a quick call.
4. We reprint with the fixes we agreed, at no charge.

We reply within one business day.

Production and delivery dates are estimates, counted from the day you approve your proof. We work hard to hit them, but we don’t guarantee in-hand dates; paper and foil supply, press schedules and carriers are partly outside our control. If you have an event date, tell us up front and we’ll tell you honestly whether the timeline is realistic before you order.

The remedy for a print problem is a reprint. We refund only when a reprint can’t fix the problem (for example, a material is no longer available), or where the law requires it. Refunds go back to the original payment method.

Before you approve the proof: cancel and we return your payment in full. Nothing has been made yet.

After proof approval, before the job goes on press: we return everything except any origination already committed — custom dies, foil plates, letterpress plates, and any tooling cut for your artwork. We’ll tell you the exact figure before you decide, and the tooling stays on file for you if you come back.

Once the job is on press: the materials are consumed and the run can’t be stopped, so cancellation is no longer possible. Email us anyway — if it’s catchable, we’ll catch it.

Sample kits and any non-personalised stock item are the one thing that isn’t made to your artwork, so they follow a normal returns rule: send them back within 14 days of delivery, unused and in their original packaging, and we return the purchase price in full. Email us first and we’ll send the return address.

About the sample kit.

Photograph the outer box before you unpack anything that looks knocked about, and tell us within 14 days of delivery. We file the carrier claim ourselves — you don’t deal with the courier, we do. We reprint on our side without waiting for that claim to settle.

If a parcel is marked delivered and isn’t with you, give it one business day (carriers occasionally scan early), then email us and we’ll open a trace and get a replacement moving.

Every claim is read by our team, not a form robot. Email [email protected], or message us here. This policy sits alongside our Terms of Service and Privacy Policy, and doesn’t affect any statutory rights you have where you live.

Print Peppermint · Austin Terrill DBA Print Peppermint · [email protected]