Returns & Refunds Policy

1. Quality commitment

We inspect materials on arrival, monitor production in line and carry out a final inspection before shipment; our quality management system is certified to ISO 9001. Goods are manufactured to the proof and specification you approved.

If you approved a physical sample, we use it as the reference for stock, colour, finishing and construction, subject to the tolerances below.

2. Raising a claim

Notify us within 7 days of receiving the goods, with photographs of the affected cartons and cards, the carton numbers and a short description of the issue. Where we ask, send a sample of the affected goods for inspection.

Claims received after this window may be difficult to verify against carrier and production records. Reporting promptly also protects any claim against the carrier.

3. Production tolerances

The following variations are normal in offset printing and card finishing and are not treated as defects:

• Colour — within ±5% of the approved proof, measured under standard lighting.
• Cutting and registration — within ±0.5 mm of the approved die line.
• Card count — verified against the packing list; shortages are credited or replaced.
• Materials — minor variation in paper shade, texture and board thickness within the mill's standard range.

4. Remedies

For verified defects we will repair, replace or credit the affected quantity at our option. Where the defect is ours, we cover the freight for replacement goods; return freight for inspection is agreed case by case.

Replacement production follows the normal schedule: 5–7 days for samples and 15–20 days for mass production after the replacement specification is confirmed. We will confirm the expected date in writing.

5. Custom orders and cancellation

Custom decks are printed to your artwork and cannot be resold, so we cannot accept returns for change of mind once the proof has been approved and production has started.

You may cancel before production starts. We refund the deposit less artwork, plate-making, material and other costs already incurred. Once production has started, you remain liable for the work completed and materials committed, and we will deliver the finished goods.

6. Transit damage

If cartons arrive damaged, keep the packaging and photograph the pallet and cartons before unpacking further — this is required for a carrier claim. Note the damage on the delivery document where possible.

Send us the photos and carton numbers within 7 days. We will help you file the carrier claim and arrange replacement production where needed.

7. Refunds

Approved refunds are made to the original payment method. We process them promptly after the claim is approved; the time for the funds to appear depends on your bank and payment route. Bank charges and exchange differences are not reimbursed.

Where a credit note is agreed instead of a refund, it can be applied to a future order within 12 months unless we agree otherwise in writing.

8. Exclusions

We are not responsible for:

• errors present in artwork or a proof you approved, including spelling, colour choices, die lines and legal wording;
• damage after delivery, misuse, improper storage, humidity or handling;
• goods modified or repaired by a third party without our written agreement;
• normal wear, or differences within the tolerances in section 3.

These exclusions do not limit rights that applicable law does not allow to be excluded. Our Terms of Service set out the wider contractual position, including liability.