Returns & Refund Policy
Returns & Refund Policy
Effective Date: 26 June 2026
Printie is a trading name of BRU Print and Packaging Limited ("Printie", "we", "our", or "us").
This Returns & Refund Policy explains the circumstances in which returns, replacements and refunds may be available for products purchased from Printie.co.
Because Printie specialises in custom printed packaging and made-to-order products, different rules apply compared to standard retail products.
1. Custom Printed Products
Most Printie products are manufactured specifically for each customer's requirements, including:
- custom sizes;
- custom artwork;
- custom colours;
- custom finishes;
- custom quantities.
Due to the personalised nature of these products, we cannot normally accept returns or offer refunds where:
- the customer changes their mind;
- the wrong specifications were provided by the customer;
- artwork was approved incorrectly;
- the product no longer meets the customer's requirements for reasons outside our control.
2. Customer Responsibility
Customers are responsible for checking all order details before approval, including:
- product type;
- dimensions;
- quantity;
- materials;
- colours;
- finishing options;
- artwork;
- spelling and text;
- delivery details.
Once artwork approval has been provided, production will proceed based on the approved specifications.
3. When Returns or Refunds May Apply
A return, replacement or refund may be available where:
- products are defective;
- products are damaged during delivery;
- products were manufactured incorrectly due to our error;
- products significantly differ from the approved specification.
Each case will be reviewed individually.
4. Reporting an Issue
If you believe there is a problem with your order, please contact us within:
48 hours of delivery
Please provide:
- order number;
- description of the issue;
- photographs showing the problem;
- photographs of packaging where relevant.
Failure to report issues within a reasonable timeframe may affect our ability to investigate.
5. Damaged Products
If products arrive damaged:
Please:
- Keep all packaging materials;
- Take clear photographs;
- Contact Printie immediately.
We will assess the issue and may offer:
- replacement products;
- partial refund;
- full refund;
- alternative resolution.
The solution will depend on the nature of the issue.
6. Manufacturing Errors
If an error has occurred during production due to Printie's fault, we will work with the customer to resolve the issue.
Possible solutions include:
- replacement production;
- corrected goods;
- partial refund;
- full refund where appropriate.
7. Colour and Print Variation
Commercial printing involves manufacturing tolerances.
Minor variations may occur in:
- colour;
- texture;
- alignment;
- cutting;
- finishing.
These variations are not normally considered defects.
Differences caused by:
- monitor settings;
- screen displays;
- digital previews;
are not grounds for refund unless otherwise agreed.
8. Quantity Variations
Due to commercial manufacturing processes, slight quantity variations may occur.
Unless otherwise agreed, minor quantity differences within accepted production tolerances will not be considered a defect.
9. Cancellation Before Production
Customers may request cancellation before production begins.
Where production has not started, we may be able to cancel the order.
Once production begins, cancellation may not be possible and charges may apply for:
- completed work;
- materials purchased;
- production costs.
10. Refund Processing
Approved refunds will be processed using the original payment method.
Refund processing times may vary depending on the payment provider.
11. Non-Returnable Items
The following items cannot normally be returned:
- personalised packaging;
- custom printed products;
- products made to customer specifications;
- products that have been approved by the customer.
12. Consumer Rights
Nothing in this policy affects your legal rights under applicable UK law.
Where products are faulty or do not meet legal requirements, customers may have rights under applicable consumer protection legislation.
13. Contact Us
For questions regarding returns or refunds, please contact:
Printie
A trading name of BRU Print and Packaging Limited
350 Essex Road
London
N1 3PD
United Kingdom
Company Number: 10886113
VAT Number: GB280768277
Email: hello@printie.co