Returns, Cancellations & Refund Policy

When you buy online from a UK trader you normally have 14 calendar days to cancel your order without giving a reason. This is known as the “cooling-off period” and it begins the day after delivery (or the day after the contract is entered into for services).

Because almost everything we produce at PRiNT BiG UK is printed to order using your artwork, dimensions and finish choices, the vast majority of our products are bespoke and exempt from the 14-day cancellation right. This includes, but is not limited to:

• Custom-printed banners, roller banners and pop-up stands
• Self-adhesive vinyl cut or printed to your design
• Rigid board panels and signage
• Business cards and leaflets/flyers printed with your artwork
• Exhibition displays and event graphics
• Any other product manufactured to your individual specification

By placing an order for a bespoke product, you acknowledge and agree that the 14-day cancellation right will not apply once production has commenced.

Cancellation Before Production

If you wish to cancel a bespoke order before production has started, please contact us as soon as possible. We will do our best to accommodate your request. Where we can cancel the order in time, you will receive a full refund.

Non-Bespoke / Stock Items

If we sell any non-personalised, stock items in the future, the standard 14-day cancellation right will apply to those products. To cancel, you may use the model cancellation form below or make any other clear statement.

Regardless of whether your product is bespoke, you have statutory rights under the Consumer Rights Act 2015. Every product we supply must be:

• Of satisfactory quality — free from defects, safe, durable and of a standard a reasonable person would expect.
• Fit for purpose — suitable for any particular purpose you made known to us before purchase.
• As described — matching the description, sample or model provided.

These rights cannot be excluded or limited by any term in this policy, and nothing here is intended to affect them.

How to Report a Problem

1. Contact us within 30 days of delivery or collection by emailing [email protected] or calling 0207 635 0285. Please include your order number and clear photographs showing the fault.
2. We will assess the issue promptly and let you know the outcome, usually within 2 working days.
3. Where a fault is confirmed, we will offer a reprint, replacement or full refund — whichever is most appropriate and in line with your preference.

Timeframes

• Within 30 days: if goods are faulty, you are entitled to a full refund.
• Within 6 months: if a fault develops, it is presumed to have been present at delivery. We will repair or replace; if that is not possible, we will offer a refund.
• Up to 6 years: you may still have a claim, but you would need to demonstrate the fault was present at the time of delivery.

Refunds for faulty goods will be issued to your original payment method within 14 days of our agreement to refund.

In addition to your statutory rights, we offer a voluntary quality guarantee on every order. If you are not completely satisfied with the print quality of your product, we will put it right.

What the Guarantee Covers

• Print quality issues — banding, streaking, smudging, colour accuracy problems caused by our equipment or processes.
• Incorrect finishing — lamination defects, wrong cut size, trimming errors.
• Material defects — damaged or substandard substrate.
• Order errors — wrong product, wrong quantity, or items not matching your confirmed specification.

How to Claim

1. Contact us within 14 days of receiving your order by emailing [email protected] or calling 0207 635 0285.
2. Provide your order number and photographs clearly showing the issue.
3. We will review your claim promptly, usually within 2 working days.
4. If the claim is accepted, we will offer a free reprint, replacement or refund at our discretion, in discussion with you.

Exclusions

The quality guarantee does not cover:

• Issues arising from customer-supplied artwork that does not meet our file specifications (e.g. low resolution, incorrect colour profile, missing bleed).
• Minor colour variation inherent to digital printing processes — slight differences between screen colours and printed output are normal and do not constitute a defect.
• Damage caused after delivery by handling, installation, weather exposure or misuse.
• Products that have been used, displayed or installed before the issue is reported (unless the fault could not reasonably have been discovered beforehand).

Returns & Refund Method

• We may ask you to return the product so we can inspect the fault. Where we request a return, we will cover the return postage cost.
• Refunds will be issued to your original payment method within 14 days of accepting the claim.