Cancellation, Return and Refund Policy

Cancellation before production

Contact us as soon as possible to request cancellation. If production has not begun and no order-specific costs have been incurred, we will cancel the order and refund the amount paid. If approved development, sampling, tooling or custom material costs have already been incurred, we will provide an itemised explanation of the cancellation costs and refund the remaining balance. Any such costs must have been disclosed or agreed in advance.

Cancellation after production starts

Once custom production has begun, cancellation or a change of mind does not normally qualify for a refund of committed production costs. We will review whether any part of the order can be stopped and return any amount not reasonably committed to the order. This restriction does not apply to goods that are defective, incorrectly supplied or otherwise subject to a mandatory legal remedy.

Incorrect, damaged or defective goods

Please report visible damage, shortages, incorrect goods or quality issues within 14 calendar days of receipt, where reasonably possible. Include the order number, affected quantity, photographs and a description of the problem. Hidden defects should be reported promptly after discovery. This reporting request does not limit mandatory rights.

After reviewing the issue, we will arrange the appropriate remedy, which may be repair, replacement, rework, a partial refund or a full refund for the affected goods. If the problem is attributable to us, we will bear reasonable agreed return or replacement shipping costs. Customer-approved artwork errors or changes in preference are reviewed separately from manufacturing defects.

Returns and non-delivery

Please obtain return instructions before sending goods back; the correct return location may differ from our office address. If an order cannot be fulfilled, we will notify the customer and refund the amount paid for the unfulfilled portion. If a shipment is lost or substantially delayed, we will investigate and agree a replacement or refund where appropriate, subject to applicable law and the order terms.

Refund processing

Approved refunds will be initiated within 5 business days after approval. If a return is required, its arrangements and the refund approval date will be confirmed with the customer. Refunds are issued through the original payment method wherever supported. The customer's bank or payment provider determines when the credit appears. We confirm the amount and date. Duplicate payments and overpayments are investigated and refunded or corrected with the customer's agreement.

Refund and return contact: kelly@primelabeltech.com.