Made to order,
made right.

This Returns and Refunds Policy explains how PixerPrint handles quality issues, production defects, transit damage, and refund or reprint requests for custom print orders. Last updated: July 2026. Because every PixerPrint product is made to your specifications from artwork you supply or approve, our returns framework differs from standard retail. Please read this policy carefully before placing an order. It supplements our Terms of Service and Shipping Policy and is designed to comply with the Consumer Protection Act, 2019 and applicable e-commerce rules for made-to-order goods.

Made-to-order nature of our products

PixerPrint manufactures print products only after you configure specifications, upload artwork, and approve a digital proof. Each order is unique to your design, size, paper, finish, and quantity choices. Accordingly, we cannot accept returns or offer refunds for change of mind, ordering errors you approved on the proof, or dissatisfaction with design choices you made. This is standard practice for custom manufacturing and is disclosed at checkout. Your statutory rights as a consumer for defective or misdescribed goods remain unaffected where applicable law provides remedies we cannot exclude.

What we do not accept as return grounds

• Change of mind after proof approval or delivery.
• Colour differences within industry tolerance between screen display and printed output, as described below.
• Spelling, layout, or content errors present in artwork you approved on the proof.
• Low-resolution images, incorrect bleed, or colour mode issues in customer-supplied files that were visible in the proof.
• Minor variations in paper shade, texture, or finish between batches or compared to samples viewed on screen.
• Slight trimming variance within commercial print tolerance (typically up to 1–2 mm).
• Orders rejected due to recipient unavailability where courier attempted delivery per standard procedures.
• Damage reported more than forty-eight (48) hours after confirmed delivery, except where concealed damage is proven with evidence.

When we will help: production defects

We take production quality seriously. If your order has a defect caused by our manufacturing process, we will make it right through reprint or refund as appropriate. Qualifying production defects include visible print defects such as smudging, scratching, or scuffing not caused by transit; misregistration of colours or layers beyond tolerance; incorrect trimming that cuts into design content inside safe margins; wrong product type, size, paper stock, or finish compared to your approved proof and order confirmation; missing or duplicated pages in multi-page products; binding failures; and substantially incorrect quantity shipped. Defect claims are evaluated against your approved proof, production records, and photographic evidence you provide.

Transit damage: the 48-hour rule

Packages may occasionally be damaged in courier handling. If your order arrives with visible external damage or crushed packaging, inspect contents immediately. Transit damage claims must be reported within forty-eight (48) hours of confirmed delivery timestamp shown in courier tracking. Contact hello@pixerprint.com or open a support ticket with your order number, photos of the outer packaging showing damage, photos of damaged products, and a description of affected items and quantities. We may request return of damaged goods or additional photos from multiple angles. Failure to report within 48 hours makes it difficult to verify damage occurred in transit rather than after delivery, and claims may be declined except where compelling evidence supports late reporting.

Colour tolerance and proof expectations

Colour reproduction in print is inherently variable. Monitors display RGB light; presses print CMYK or spot inks on physical substrates. Paper whiteness, ink absorption, and finishing processes such as lamination affect final appearance. Industry-standard colour variation between proof and finished product is expected and not grounds for return. We calibrate our proofing workflow to represent final output as accurately as practicable, but exact Pantone or brand colour matching is only guaranteed where you order a verified colour proof, spot colour specification, or premium colour matching service if offered for your product. If colour criticality is essential, contact us before ordering or request physical press proofs where available.

Reprint versus refund

Our default remedy for validated production defects or transit damage attributable to our supply chain is reprint — we reproduce affected items at no additional charge and dispatch replacement shipment. Reprint is often faster than refund and ensures you receive the product you ordered. Refund is offered where reprint is not practicable (for example, event deadlines have passed), you prefer refund, or repeated reprint attempts fail to resolve the issue. Partial reprint applies when only some units in a quantity order are defective. Refund amounts equal the value of defective or undelivered items plus applicable shipping if the entire order is unusable. Promotional discounts are applied proportionally. GST credit notes are issued for B2B invoices where refunds are processed.

Chargeback and payment dispute policy

If you experience an issue with your order, contact our support team before initiating a chargeback or payment dispute with your bank or card issuer. We resolve most quality concerns within two to five business days of receiving complete evidence. Unauthorised chargebacks filed while we are actively investigating a valid claim, or for orders delivered conforming to approved proofs, may result in account suspension and recovery of costs including chargeback fees. We provide transaction records, proof approvals, delivery confirmations, and production documentation to payment processors when disputing illegitimate chargebacks. Legitimate disputes for fraud or non-delivery without our satisfactory response remain your right.

Evidence required for claims

To process a return, reprint, or refund claim efficiently, provide complete documentation when submitting your request.

• Order number and registered email address.
• Clear, well-lit photographs of the defect or damage showing the full product and close-up detail.
• Photographs of packaging for transit damage claims, including shipping label and outer box condition.
• Description of the issue, quantity affected, and comparison to approved proof where relevant.
• Delivery timestamp from courier tracking for transit damage claims.
• Retention of affected products until claim is resolved; do not dispose of goods without our confirmation except where health or safety requires.

Incomplete claims may delay resolution. Our quality team reviews submissions within two business days and may request additional information, return of samples, or video walkthroughs for complex issues.

How to submit a claim

Open a support ticket through your account or email hello@pixerprint.com with subject "Quality Claim — [Order Number]". Attach all required evidence. Do not return products to our address without a return authorisation and instructions; unsolicited returns may not be processed. Authorised returns for inspection are at our expense when the claim is validated. If we request return shipment, we provide courier labels or reimbursement procedures.

Wrong item shipped

If you receive a product that does not match your order confirmation and approved proof — for example, another customer's order or an entirely different specification — notify us within forty-eight (48) hours of delivery. We arrange collection of incorrect items where feasible and reprint or refund the correct order promptly. Wrong shipment claims require photos of received goods and shipping label. We treat identity mix-ups seriously and investigate process controls to prevent recurrence.

Partial order issues

Large quantity orders may have isolated defective units. Report the affected count accurately; we reprint the deficient quantity rather than requiring return of acceptable units. If defect rates exceed reasonable commercial tolerance, we review batch production records and may extend remedy to the full run. Bundle products where components are manufactured together are assessed as a single product for claim purposes unless only one component is demonstrably defective and separable.

B2B and corporate orders

Corporate accounts with negotiated service level agreements may have enhanced quality terms documented separately. Standard B2B orders follow this policy unless a signed agreement states otherwise. GST credit notes for refunds or price adjustments are issued in compliance with GST law. PO-based orders require claims from authorised account contacts. Volume programme customers should report systemic quality trends so we can address root causes across production runs.

Exclusions and limitations

Remedies under this policy are limited to reprint or refund of affected goods and do not extend to consequential losses such as lost business opportunities, event failures, or third-party penalties unless required by mandatory consumer law. Maximum remedy for any order equals the amount paid for that order. Issues arising from force majeure events, courier delays without damage, or customer-provided incorrect delivery addresses are addressed under Shipping Policy rather than this Returns Policy.

Consumer Protection Act, 2019

Consumers purchasing through PixerPrint retain rights under the Consumer Protection Act, 2019, including protections against defective products, deficient services, and unfair trade practices. This policy is not intended to mislead about those rights. E-commerce entities must provide fair grievance redressal; contact our Grievance Officer at hello@pixerprint.com if you are dissatisfied with claim outcomes. You may also approach the National Consumer Helpline or appropriate consumer commission where jurisdictional requirements are met.

Sample packs and promotional items

Sample packs and promotional print items are subject to the same quality standards as production orders. Defect claims on samples follow identical evidence requirements. Samples are not returnable for change of mind because they demonstrate materials and finishes for purchase decisions. If a sample pack is materially different from described specifications, contact support within forty-eight (48) hours of delivery with photos. Promotional free items included with orders are replaced only if defective; they do not extend refund value beyond their stated promotional worth.

White-label and third-party recipient orders

Agencies and businesses ordering print shipped directly to their clients remain responsible for claim submission and communication. We coordinate with the account holder, not end recipients, unless authorised in writing. Transit damage claims still require timely reporting; account holders should instruct clients to inspect deliveries immediately and relay issues within the 48-hour window. White-label packaging without PixerPrint branding does not change production quality obligations or evidence requirements.

Timelines and service level expectations

We target resolution of valid quality claims within five business days of receiving complete evidence. Reprint orders enter production with priority over standard new orders where possible but remain subject to capacity and material availability. Refund processing adds seven to ten business days after approval. Complex claims involving large quantities, multiple SKUs, or third-party courier investigations may require extended timelines; we communicate status proactively. Elapsed time for remedies does not create additional compensation beyond reprint or refund unless mandatory consumer law provides otherwise.

Record keeping for customers

Retain approved proof PDFs, order confirmations, invoices, and delivery documentation until claims periods expire. Approved proofs are the definitive reference for evaluating production accuracy. Without proof records, claim resolution becomes difficult. We maintain production records and proof approval logs for orders within our retention period and can provide copies on request to support your claim.

Finishing and embellishment defects

Special finishes — lamination, foil, embossing, spot UV, die cutting, and binding — carry distinct quality criteria. Defects such as bubbling laminate, incomplete foil coverage outside tolerance, misaligned embossing, or loose binding qualify for remedy when attributable to production error rather than substrate limitations or design constraints you approved. Metallic and speciality finishes exhibit inherent variation; samples and proofs represent reasonable expectations. Report finishing defects with macro photographs showing the affected area relative to the full product.

Quantity shortages and overages

We aim to ship the exact quantity ordered. Minor overages may accompany large runs as industry practice; you are not charged for good-faith overages within customary tolerance. Shortages beyond tolerance are remedied by shipping additional units or partial refund for missing quantity. Count and verify quantities upon delivery; report shortages within forty-eight (48) hours with photos of received stack counts where feasible.

Escalation and unresolved claims

If your claim is denied and you believe the decision is incorrect, reply to the support ticket requesting senior review within fourteen (14) days of the decision. Provide any additional evidence not previously submitted. Escalated reviews are completed within three business days. Persistent disputes for consumer orders may be pursued through mechanisms under the Consumer Protection Act, 2019. We document all claim outcomes for quality improvement and training.

Relationship with cancellation policy

Returns and refunds under this policy address quality and delivery failures, not change of mind. Cancellation before production is governed by our Cancellation Policy. Once delivered, only defect-based claims apply. Orders cancelled mid-production per cancellation rules do not also qualify for returns claims unless defective product is still delivered.

Fair dealing commitment

PixerPrint stands behind the quality of our print production. When a genuine defect or transit failure occurs, we work in good faith to resolve it through reprint or refund without unnecessary bureaucracy. We ask that customers engage honestly — submitting accurate evidence, reporting issues within stated timeframes, and approving proofs carefully before production. Abuse of returns processes, including fraudulent damage claims or chargebacks on conforming orders, undermines fair treatment for all customers and may result in account restrictions as described in our Terms of Service.

Contact

Quality claims and refund enquiries: hello@pixerprint.com. Include your order number and photographic evidence. We aim to acknowledge claims within one business day and resolve eligible cases within five business days of receiving complete information.