At Pendle Print Studio, we are committed to ensuring your complete satisfaction with our products and services. We understand that occasionally issues may arise, and we have established this refund policy to address such situations fairly and transparently.
Please read this policy carefully to understand your rights and our responsibilities regarding refunds and returns. This policy is subject to change, so we recommend reviewing it periodically.
1. Satisfaction Guarantee
Pendle Print Studio offers a 100% satisfaction guarantee on all our products. If you're not completely satisfied with the quality, freshness, or condition of any item in your order, we will provide a refund or credit at our discretion.
This guarantee applies to both one-time purchases and subscription deliveries.
2. Eligibility for Refunds
You may be eligible for a refund in the following circumstances:
- Quality Issues: Products that are damaged, defective, or otherwise not up to our quality standards upon delivery
- Missing Items: Products that were charged but not included in your delivery
- Incorrect Items: Products that were delivered but different from what you ordered
- Late Delivery: Deliveries that arrive significantly outside the scheduled delivery window, resulting in project delays
- Production Errors: Printing errors that are the result of mistakes on our part
3. Refund Request Timeframe
To be eligible for a refund, you must notify us of the issue within:
- 48 hours of delivery for quality issues, missing items, or incorrect items
- 24 hours of the scheduled delivery time for late deliveries
We strongly recommend that you inspect your order as soon as possible after delivery to ensure timely reporting of any issues.
4. How to Request a Refund
Refund Request Process:
- Contact Customer Service: Reach out to us via email at support@pendleprint.com, by phone at +44 0293 999246, or through the "Contact" section on our website.
- Provide Order Details: Include your order number, the items you're unsatisfied with, and the reason for your dissatisfaction.
- Documentation: If possible, provide photos of the product issue to help us address the problem effectively.
- Review: Our customer service team will review your request and may ask for additional information if needed.
- Resolution: We will process your refund or offer an appropriate solution within 3-5 business days of receiving your request.
We do not typically require you to return printed materials. For non-printed products, we may request that you return the item before processing a refund. If a return is required, we will provide instructions and may cover return shipping costs depending on the circumstances.
5. Refund Methods and Timing
Refunds will be issued using the original payment method whenever possible:
- Credit/Debit Card Payments: Refunded to the original card, typically appearing within 5-10 business days depending on your card issuer
- Bank Transfers: Refunded to the originating account, typically appearing within 3-5 business days
- Other Payment Methods: For other payment methods, we will work with you to arrange an appropriate refund mechanism
In some cases, we may offer store credit instead of a monetary refund, particularly for partial refunds or when the original payment method is no longer available.
6. Non-Refundable Items and Circumstances
The following items and circumstances are generally not eligible for refunds:
- Custom Design Services: Once design work has been approved and completed
- Cancelled Orders: Orders that have already entered production cannot be cancelled or refunded
- Client Errors: Errors resulting from incorrect information or files provided by the client (including spelling, grammar, content, or design issues)
- Color Variations: Minor color variations between digital proofs and printed materials that fall within standard printing industry tolerances
- Delayed Inspection: Issues reported after the specified timeframe without reasonable cause
7. Reprints and Alternatives to Refunds
In some cases, a reprint may be offered instead of a refund, particularly when:
- The issue can be corrected with a reprint
- You need the printed materials for an upcoming event or deadline
- The defect affects only a portion of the order
We may also offer discounts on future orders as an alternative to a full or partial refund, depending on the nature and severity of the issue.
8. Proofing and Approval
For custom printing orders:
- We provide digital proofs for your approval before printing
- By approving a proof, you accept responsibility for the content, design, and specifications shown in the proof
- We strongly recommend carefully reviewing all proofs for errors in text, layout, colors, and dimensions
- Errors that appear in the final printed product that were also present in the approved proof are not eligible for refunds or reprints
If you choose to waive the proof review process, you accept full responsibility for any errors in the final printed product.
9. Shipping and Handling Fees
Our policy regarding shipping and handling fees for refunded orders is as follows:
- If the refund is due to an error on our part, shipping and handling fees will be refunded
- If the refund is for other reasons, shipping and handling fees may not be refundable
- If partial items from an order are being refunded, a proportional amount of the shipping cost may be refunded
10. Disputes and Resolution
If you are not satisfied with our proposed resolution regarding a refund request:
- Contact our customer service team to escalate your concern
- Provide any additional information or documentation that may help resolve the dispute
- If necessary, we may involve a third-party quality assessment to evaluate the issue
We are committed to resolving all disputes fairly and to your satisfaction. In cases where an agreement cannot be reached, you may have rights under consumer protection laws, and we will inform you of these options.
11. Contact Information
For any questions or concerns regarding our refund policy, please contact us at:
