Refund, Reprint & Cancellation Policy

1. Purpose & Scope

This Refund, Reprint & Cancellation Policy (“Policy”) applies to products and services supplied by Printair Advertising (“Printair”, “we”, “us”, or “our”).

It applies to orders placed through our website, in person, by WhatsApp, email, telephone, social media, quotation, invoice, Working Group, customer account, or another accepted ordering method.

This Policy should be read together with our Terms & Conditions, product-specific conditions, quotations, invoices, warranty information, and any applicable written agreement.

2. Custom-Made & Personalised Products

Many products supplied by Printair are created specifically for an individual customer and cannot reasonably be resold once produced.

Custom products may include, without limitation:

• Banners
• Business cards
• Stickers
• Invitations
• Signage
• Printed boards
• Photo products
• Memorial products
• Personalised gifts
• Custom stationery
• Cut vinyl
• Custom-size printing

Once production begins, a custom product will generally not qualify for a change-of-mind refund because materials, labour, machine time, design work, and other resources may already have been committed specifically to that order.

3. Quick Refund & Reprint Summary

The following is a general guide. The exact remedy depends on the circumstances of each order.

4. Cancellation Before Work or Production Begins

Where a customer requests cancellation before Printair has started design, purchased special materials, outsourced work, or commenced production, the amount paid will normally be refundable.

Any legitimate non-recoverable third-party cost already incurred specifically for the customer's order may be considered where applicable, reasonably disclosed, and permitted by law.

5. Cancellation After Design Work Has Started

Where Printair has already started graphic design, artwork preparation, editing, typesetting, photo editing, or other creative work, the work already completed may remain chargeable.

If only part of the agreed design service has been performed, Printair may calculate the amount reasonably attributable to the work already completed.

6. Cancellation After Artwork Approval

A customer may request cancellation after approving artwork but before printing begins. Where production has not yet started, Printair will review whether the production portion can still be cancelled.

Design work already completed, special materials already purchased, outsourced work already commissioned, or other unavoidable order-specific costs may remain payable.

7. Cancellation During Production

Once production starts, the affected produced or work-in-progress portion will normally become non-refundable because Printair may already have used materials, ink, labour, equipment time, finishing materials, outsourced services, or other production resources.

Where a large order can reasonably be stopped partway through production, Printair may calculate the amount relating to:

• completed items;
• items already in production;
• materials already consumed or committed;
• services already performed; and
• avoidable production that has not yet begun.

Where practical, any genuinely avoidable and unperformed portion may be considered for refund.

8. Completed Custom Orders

A correctly produced custom order does not normally qualify for a refund merely because the customer changes their mind, no longer needs the product, ordered too many, or later decides that a different product, size, colour, quantity, or design would have been preferred.

9. Verified Printair Production Errors

Where the finished product materially differs from the confirmed order because of an error attributable to Printair, an appropriate remedy will be considered.

Depending on the circumstances, the remedy may include:

1. Correction where reasonably possible;
2. Reprint or replacement;
3. Partial refund or agreed price adjustment;
4. Full refund of the affected item where appropriate; or
5. Another fair resolution agreed with the customer.

10. Customer-Approved Artwork Errors

Customers are responsible for carefully checking proofs before approving production.

Where Printair produces the order according to artwork that the customer approved, a free refund or reprint will not normally be available for errors that were visible in the approved proof.

This includes errors involving:

• Spelling
• Names
• Dates
• Phone numbers
• Addresses
• Photographs
• Logos
• Prices
• QR codes
• Links
• Wording
• Visible layout elements

11. Customer-Supplied Artwork & Files

Where a customer supplies their own print-ready artwork, Printair will normally print from the file supplied or from a production-ready version generated from it.

A refund or free reprint will not normally be provided where the finished result accurately reflects a problem already contained in the customer's supplied file.

Printair may warn customers about obvious file issues where reasonably practical, but accepting a file does not guarantee that the artwork is technically perfect or suitable in every respect.

12. Design Service Refunds

• Before design work begins, the unused design portion may normally be cancelled and refunded.
• Once design work has started, completed work may remain chargeable.
• Once an agreed design or proof has been substantially completed or delivered, the design fee will generally be non-refundable.
• A customer's subjective dislike of a design does not automatically create refund eligibility where Printair has reasonably worked within the agreed brief and revision scope.
• Included revisions should normally be used before requesting a refund based solely on design preference.
• Additional revisions, new concepts, major changes, or work outside the original design brief may attract an additional design charge.
• If Printair is unable to provide a paid design service that has not yet been performed, the unperformed portion may be refunded.

13. Colour & Print Variation

Screens, printers, inks, materials, lighting conditions, colour spaces, profiles, and print processes reproduce colours differently.

Minor expected colour variation will not normally be treated as a production defect.

14. Cutting, Size & Finishing Tolerances

Printing and finishing processes may include small normal production tolerances in trimming, cutting, alignment, folding, eyeleting, lamination, mounting, binding, sewing, and similar operations.

Minor reasonable production tolerances will not normally qualify for a refund or free reprint.

A substantial deviation from the confirmed specification may qualify for review as a production error.

Where a product page, quotation, proof, or specification states a particular tolerance, that product-specific tolerance applies.

15. Incorrect Customer Specifications

Where Printair produces exactly what the customer ordered, a refund or free reprint will not normally be available because the customer later realises that a different specification was required.

Examples include:

• Customer selected the wrong size
• Customer selected the wrong quantity
• Customer supplied incorrect measurements
• Customer selected the wrong orientation
• Customer selected the wrong finishing option
• Customer requested an unsuitable specification

If Printair specifically advised the customer on a specification and Printair supplied materially incorrect advice, the circumstances will be reviewed separately.

16. Missing, Incorrect or Incomplete Items

If an order is delivered with missing quantities, incorrect items, or incomplete components attributable to Printair, we may:

• supply the missing quantity;
• replace the incorrect item;
• correct the affected item;
• provide an appropriate partial refund; or
• provide another reasonable remedy.

17. Partial Defects & Affected Quantities

Where only part of an order is defective or incorrect, any remedy will normally apply to the affected product, quantity, or portion rather than automatically to the full invoice value.

18. Delivery Fee Refunds

• If Printair cancels an order before delivery is arranged, any unused delivery fee collected by Printair for that cancelled order will normally be refunded.
• If a courier or delivery provider has already been booked and a non-recoverable delivery charge has already been incurred, that amount may remain chargeable where appropriate.
• Delivery charges may not be refunded merely because a customer changes their mind after a successful delivery.

19. PickMe Flash & Other Third-Party Delivery Fees

Where a customer requests PickMe Flash or another third-party on-demand delivery service and pays the delivery fee directly to the driver or provider, Printair has not received that delivery fee.

Any request for refund of an amount paid directly to a third-party delivery provider will ordinarily need to be addressed through that provider, subject to the circumstances and applicable rights.

20. Damage During Delivery

If an order appears to have been damaged during delivery, customers should contact Printair as soon as reasonably possible.

Where possible, customers should provide:

• photographs of the external packaging;
• photographs of the damaged product;
• order or invoice details;
• delivery information; and
• a description of the damage.

Printair may review whether the damage resulted from packaging, production, handling before dispatch, courier transportation, or other circumstances before determining the appropriate next step.

21. Delivery & Completion Delays

Estimated completion or delivery times are not automatically guaranteed deadlines.

A delay by itself does not normally make a correctly produced custom product fully refundable.

Where Printair expressly accepted a guaranteed deadline and materially failed to meet it for reasons within Printair's reasonable control, the customer may request a review and an appropriate remedy based on the circumstances.

Delays resulting from customer approval, late artwork, payment delay, repeated revisions, customer changes, incorrect delivery information, or unavailable recipients will not normally create refund eligibility.

22. Express, Priority & Rush Fees

Where Printair charges a separate express or priority production fee and the agreed express service is not provided because of circumstances attributable to Printair, the express surcharge may be refunded or otherwise adjusted as appropriate.

Failure to meet an express timeframe does not automatically mean the entire product price is refundable if the finished product itself is correct and remains usable.

If the delay materially defeats a known time-sensitive purpose of the product, the matter may be escalated for a broader review.

23. Unavailable Materials or Products

If Printair accepts payment but later discovers that the required product or material cannot reasonably be supplied, the customer may be offered:

1. An alternative material or product;
2. An adjusted price where the alternative has a different value;
3. A revised completion date; or
4. Cancellation and refund of the affected unfulfilled amount.

A customer will not be required to accept a materially different substitute merely because the original item becomes unavailable.

24. Duplicate Payments & Overpayments

If a customer is accidentally charged twice, transfers excess funds, or otherwise pays more than the amount legitimately due, the excess amount will be refundable after payment verification.

Printair may request reasonable information necessary to verify the duplicate payment, transaction, bank account, or refund destination.

25. Failed or Incomplete Online Orders

Where an online payment succeeds but a technical issue prevents the corresponding order from being created or confirmed, Printair will investigate the transaction.

Where no valid order can be fulfilled and the payment is confirmed, Printair may either recreate the order with the customer's agreement or refund the verified payment.

26. Promotions & Price Changes

A later reduction in price, promotion, discount, coupon, or special offer does not normally create refund eligibility for an order that was correctly purchased at an earlier agreed price.

Free promotional items normally have no separate cash refund value, although Printair may replace a defective promotional item where appropriate.

27. Working Groups & Corporate Customers

Working Group, corporate, institutional, or approved business customers may have separate commercial arrangements concerning refunds, account credits, reprints, warranties, billing adjustments, credit notes, or service levels.

Where a written Working Group or corporate agreement contains specific provisions dealing with a refund or remedy, those provisions apply to the extent expressly agreed.

28. Refunds, Account Credit & Credit Notes

Different financial remedies may be used depending on the transaction:

Printair will not treat account credit as a substitute for a monetary refund where a monetary refund is legally required, unless the customer agrees to the alternative.

29. How to Report a Problem

Customers are requested to inspect their order as soon as reasonably possible after delivery or collection.

The 48-hour period is a practical notification request that helps Printair investigate quickly. It does not remove a statutory right or remedy that cannot lawfully be limited.

A complaint should ideally include:

• Order or invoice number
• Description of the issue
• Photographs where relevant
• Video where useful
• Affected quantity
• Delivery information where applicable

30. Evidence & Inspection

Printair may request reasonable evidence before approving a refund, replacement, or reprint.

Depending on the claim, this may include:

• Photographs
• Video
• Original packaging
• Physical samples
• Return of the affected product
• Approved artwork or proof
• Order or payment information

Evidence requirements will be kept reasonable according to the nature, value, urgency, and circumstances of the complaint.

31. Reprints, Replacements & Returns

Where a verified Printair error can reasonably be corrected through a reprint or replacement, Printair may offer that remedy before or instead of a monetary refund where appropriate.

Printair may request the return of defective goods or reasonable evidence that unusable goods have been destroyed or withdrawn from use, where appropriate.

However, a return will not always be required before an urgent replacement is authorised where the error is clear and immediate replacement is reasonably necessary.

32. Refund Review & Processing

Once Printair has received sufficient information to assess a refund request, we aim to review eligible claims within approximately 3–5 business days.

Complex production, delivery, payment, supplier, or high-value claims may require additional investigation.

After Printair processes an approved monetary refund, the time required for funds to appear may depend on the customer's bank, card issuer, payment gateway, or payment method.

Refund method

Where reasonably possible, refunds will be returned using the original payment method or another verified method agreed with the customer.

Printair may request bank or transaction information necessary to safely process a refund.

Third-party transaction charges

Any genuinely non-refundable third-party transaction costs may be considered where permitted, applicable, and appropriately disclosed. Where a refund results directly from a verified Printair error, Printair will generally aim to avoid transferring ordinary processing costs to the customer.

33. Statutory Consumer Rights

Printair will assess claims using the confirmed order, approved artwork, available evidence, applicable product terms, this Policy, our Terms & Conditions, and applicable law.

Customers are encouraged to contact Printair first so that we can investigate and attempt to resolve the matter fairly.

34. Contact Printair

If you need to report a problem, request a cancellation, submit a reprint claim, or ask about a refund, contact Printair with your order details.