Order Cancellation Policy

01 Cancelling an order

An order can be cancelled in full, with a full refund, at any point before production begins. Production begins when artwork is approved and the job is released to pre-press, plates or press.

After that point, a cancellation is settled against the cost already incurred — design time, pre-press, plates, dies, stock ordered in for the job, and any press time already run. We will tell you exactly what has been committed and refund the balance.

Cancellations must be sent in writing, by email or WhatsApp, so that there is a record of when they reached us. A verbal cancellation is not effective until we have confirmed it in writing.

02 Defective, damaged or non-conforming goods

If goods arrive damaged, defective, or not matching the specification and quality of the job you approved, notify our team within 48 hours of delivery, with photographs and your order or invoice number.

We will check the claim against our production records and the approved artwork. Where the fault is ours, and in line with applicable U.A.E. law, we will reprint the affected quantity at no additional cost and on the same turnaround as the original job.

Where a reprint is not practical, we will refund the price of the affected goods. A refund covers the goods themselves; design, pre-press and delivery charges are not included.

Goods must be unused, un-applied, unfilled and unaltered for a claim to be considered. Please keep the outer packaging and the delivery note until the claim is settled.

03 Shortages and delivery discrepancies

Count your delivery against the delivery note on receipt. Shortages, over-supplies and delivery discrepancies must be raised within 48 hours, after which the delivery is treated as accepted as delivered.

Standard trade tolerance on quantity applies to long runs: a printed run can finish slightly over or under the ordered quantity, and where it does, the invoice is adjusted to the quantity actually delivered.

04 Production tolerances

Printing is a physical process, and every printing house in the world works to tolerances. No two runs match one another exactly, and no printed colour matches a screen exactly.

If exact colour matters to your brand, tell us at the quotation stage: specify a Pantone reference, order a paid sample, or ask for a press check. Those are the tools that take the guesswork out, and all of them cost a fraction of a reprint.

05 Non-refundable items

06 Delays

Turnaround times are estimates given in good faith, running from artwork approval and cleared payment, not from the date of enquiry.

Delays caused by late approval, late payment, late supply of artwork, or by circumstances outside our control — material shortages, machine failure, courier disruption or public holidays — do not entitle you to cancel an order once production has begun.

07 How to raise a claim

We will come back to you with our findings and what we propose to do about it. Changes at design or sample stage are covered separately by our Revision Policy.