Returns, Reprints & Refunds Policy
Business customer policy
This Policy applies primarily to Printine Business Customers that use Printine production and/or fulfillment services, including creator brands, ecommerce businesses, ecommerce platforms, apps, and other business customers.
The Business Customer owns the relationship with its end customer. Printine is responsible for verified issues within Printine’s production and fulfillment responsibilities, subject to this Policy.
1. Scope
This Policy applies to products produced and/or fulfilled by Printine for a Business Customer. The Business Customer is generally responsible for its commercial relationship with its end customer, including the return, refund, replacement, goodwill, and satisfaction promises it chooses to offer, subject to applicable law.
A Business Customer may offer its end customers a policy that is more generous than this Policy. Any additional promise made by the Business Customer does not automatically create a corresponding reimbursement, return, replacement, or other obligation for Printine.
Printine generally does not manage the commercial return relationship between a Business Customer and its end customer. This Policy determines whether Printine may provide a remedy to the Business Customer for a verified production or fulfillment issue.
2. Personalized and Made-to-Order Products
Many Printine products are personalized, customized, printed on demand, or made specifically for an individual order. Correctly produced personalized products are generally not suitable for resale.
Printine generally does not require or accept physical returns of correctly produced personalized products solely because an end customer changed their mind, selected the wrong product, size, variant, or option, or no longer wants the item.
The Business Customer remains responsible for complying with laws that apply to its own customer relationship. Nothing in this Policy overrides mandatory consumer rights that may apply to the Business Customer.
3. Production Errors and Defects
Printine may provide a remedy where an investigation confirms that an issue was caused by Printine’s production or fulfillment process. Examples may include:
- the wrong product or variant was produced;
- a material manufacturing defect or significant print defect;
- required customization was omitted or incorrectly processed by Printine;
- a production error caused the item to differ materially from valid submitted production data; or
- another verified Printine production or fulfillment error.
Depending on the circumstances and after reviewing the claim, Printine may provide a reprint, replacement, refund, account credit, or another reasonable resolution. Submission of a claim does not guarantee a particular remedy.
4. Production Variations
Print-on-demand and personalized production may naturally involve minor differences, including:
- color differences between screens, rendered previews, and physical products;
- slight print-position variation;
- differences caused by materials;
- cutting, stitching, or finishing differences; and
- minor variation between production batches.
Minor variations inherent to the applicable production process are not automatically considered defects. Any Model-specific production information or tolerances made available by Printine should be reviewed separately.
5. Artwork and Personalization Data
The Business Customer is responsible for reviewing information submitted to Printine, including:
- artwork, uploaded images, text, and spelling;
- fonts and colors;
- the selected Model, product, and variant;
- personalization data;
- shipping and recipient information; and
- production data generated by the Business Customer’s integration, where applicable.
Printine is generally not responsible where a product is correctly produced from incorrect, incomplete, low-resolution, or otherwise unsuitable customer-supplied data. If Printine incorrectly processes valid submitted production data, the issue may be treated as a Printine production error.
6. Order Changes and Cancellations
An order may be changed or cancelled only while the order remains eligible for modification and before production has started. Eligibility depends on the actual order status shown by the applicable Printine system or communicated by Printine.
Once an order enters production, cancellation or modification may no longer be possible because the product is being made specifically for that order. Contacting support does not pause production or guarantee that an order can be changed or cancelled.
7. Products Damaged in Transit
If a product arrives with visible shipping damage, the Business Customer should submit appropriate evidence, which may include the Printine Order ID, photos of the product and damaged areas, photos of the external packaging, the shipping label, and a description of the issue.
After review, Printine may provide an appropriate remedy where Printine or the applicable Printine-controlled fulfillment process is responsible. No specific remedy is guaranteed before the investigation is complete.
8. Lost Shipments
A shipment that appears lost in transit, is delayed, is marked delivered but reported as not received, is returned to sender, or was sent using incorrect address information may require different investigation and treatment.
Printine may review carrier tracking, logistics-provider information, recipient details, delivery status, shipping documentation, and other available evidence. These cases are not automatically eligible for a refund, reprint, replacement, or account credit.
9. Incorrect Shipping Information
The Business Customer is responsible for checking the shipping and recipient information submitted to Printine. Printine is generally not responsible for additional costs, delays, or delivery failures resulting from an incorrect or incomplete address, postal code, phone number, customs information, or recipient information supplied by the Business Customer or its end customer.
Where reasonably possible, Printine may attempt to assist before shipment or during logistics handling, but assistance and successful correction are not guaranteed.
10. Returned to Sender
A package may be returned to sender because of an incorrect address, failed delivery, recipient refusal, customs issues, or another carrier reason.
Any reshipping, replacement, refund, or other resolution will depend on the cause, product condition, carrier status, responsibility for the issue, and whether additional production or shipping costs are required. This Policy does not create an automatic free-reshipping guarantee.
11. Customs and Import Requirements
Depending on the destination and shipping method, an order may be subject to customs procedures, import duties, taxes, recipient-identification requirements, or local import rules.
Responsibilities follow the applicable Printine shipping terms, selected service, destination requirements, and applicable law. A shipping service should not be assumed to include duties, taxes, or customs clearance unless Printine expressly states otherwise.
12. Information Required for a Claim
A claim should normally include:
- the Printine Order ID and affected item;
- a clear description of the issue;
- clear photos of the product and affected area;
- packaging photos and the shipping label where relevant; and
- other evidence reasonably required to investigate the claim.
For a design or production dispute, Printine may compare the submitted design data, production file, rendered preview, and actual produced item.
13. How to Submit a Claim
Submit a claim by emailing support@printine.com. Include the Printine Order ID in the subject line and provide the information described above.
Printine may later make in-account issue reporting available. Until that workflow is available, email is the valid claim-submission method.
14. Claim Window
Claims relating to damaged, defective, or incorrectly produced products should generally be submitted within 30 days of delivery. A suspected lost shipment may require separate review based on tracking, carrier information, and the circumstances of the shipment.
Submitting a claim promptly helps preserve evidence and allows Printine to investigate. Applicable law or a separate written agreement may require a different period.
15. Available Remedies
Depending on the issue and investigation, Printine may provide a reprint, replacement, refund, account credit, or another reasonable resolution.
Printine may determine the appropriate remedy based on the cause, product, production status, shipping status, available evidence, and whether Printine was responsible. The method and destination of any refund or credit depend on the capabilities and arrangements applicable to the relevant account and transaction.
16. Fraud and Abuse
Printine may reject or restrict claims involving falsified evidence, duplicate claims, fraudulent activity, deliberate order manipulation, abuse of replacement or refund processes, or other misuse. Printine may request additional information where reasonably necessary to verify a claim.
17. Relationship to Terms
This Policy should be read together with the Printine Terms of Service, applicable fulfillment or shipping terms, and applicable product requirements. Those documents may contain additional terms relevant to an order or claim.
18. Contact
For questions about this Policy or to submit a claim, contact support@printine.com.