Return & Refund Policy

Introduction

At Awan Prints, we take pride in producing high-quality custom printed products and providing excellent customer service. As most of our products are made to order and personalised to our customers’ specifications, our returns and refunds policy differs from that of standard retail products.

This policy explains your rights and our responsibilities regarding cancellations, returns, replacements and refunds in accordance with applicable UK consumer law.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK legislation.

Custom-Made and Personalised Products

The majority of products supplied by Awan Prints are manufactured specifically to your requirements.

These include, but are not limited to:

  • Custom printed stickers

  • Metal badges

  • Plastic badges

  • Wreath medals

  • Keyrings

  • Domed labels

  • Domed inserts

  • Flat vinyl inserts

  • Products displaying your logo, artwork or branding

  • Custom-sized or custom-shaped products

Because these products are personalised or made to your specifications, they are generally exempt from the 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 once production has begun.

Cancelling an Order

If you wish to cancel your order, please contact us as soon as possible through our Contact Us page.

If production has not yet started, we may be able to cancel your order and provide an appropriate refund.

Once artwork has been approved and production has commenced, cancellation is normally not possible because the products are manufactured specifically for you.

Your Rights if Goods Are Faulty

Under the Consumer Rights Act 2015, all products supplied must be:

  • Of satisfactory quality.

  • Fit for their intended purpose.

  • As described.

If your products do not meet these legal standards, you may be entitled to a repair, replacement or refund depending on the circumstances.

If You Receive Damaged Goods

If your order arrives damaged during delivery, please notify us through our Contact Us page as soon as reasonably possible.

To help us investigate the issue, please provide:

  • Your order number.

  • A description of the damage.

  • Clear photographs of the damaged products.

  • Photographs of the packaging.

  • Any other relevant information.

We may ask you to retain the damaged goods until our investigation has been completed.

Incorrect Products

If you receive products that differ materially from those ordered or approved, please notify us promptly through our Contact Us page.

Please include:

  • Your order number.

  • A description of the issue.

  • Clear photographs.

  • Details of the products received.

Once we have reviewed the information, we will arrange an appropriate resolution where applicable.

Artwork Approval

Where artwork proofs are provided, customers are responsible for carefully reviewing every aspect before approval.

Please check:

  • Spelling.

  • Colours.

  • Layout.

  • Logos.

  • Contact information.

  • Product dimensions.

  • Shapes.

  • Quantities.

Once artwork has been approved and production begins, Awan Prints cannot accept responsibility for errors that were visible on the approved proof.

Customer-Supplied Artwork

Customers remain responsible for all artwork submitted for printing.

We cannot accept responsibility for issues arising from customer-supplied files, including:

  • Spelling mistakes.

  • Incorrect contact details.

  • Low-resolution artwork.

  • Incorrect colours supplied within artwork.

  • Poor image quality.

  • Incorrect dimensions.

  • Design errors.

Please review your files carefully before submitting them.

Colour Variations

Printed colours may differ slightly from colours displayed on digital screens due to differences in monitor calibration, lighting conditions, printing processes and materials.

Minor colour variations are considered normal within the printing industry and will not normally be regarded as a manufacturing fault.

Manufacturing Tolerances

Minor variations may occur during the production process, including slight differences in:

  • Colour.

  • Cutting position.

  • Dimensions.

  • Resin finish.

  • Material thickness.

  • Print alignment.

These acceptable manufacturing tolerances do not affect your statutory rights but are not generally considered faults.

Return Eligibility

Where a return is accepted, products should:

  • Be returned in the condition received.

  • Be securely packaged.

  • Include any requested information regarding the order.

Returns should not be sent without first contacting us through our Contact Us page.

We will provide return instructions where applicable.

Return Shipping Costs

If products are faulty, damaged or not as described, we will advise you regarding the appropriate return procedure.

Where required by UK consumer law, reasonable return costs may be reimbursed.

If a return is accepted for reasons outside our responsibility, return postage costs may be the responsibility of the customer.

Inspection of Returned Goods

Returned products may be inspected before a repair, replacement or refund is authorised.

This allows us to determine:

  • Whether the issue resulted from manufacturing.

  • Whether the issue relates to approved artwork.

  • Whether the products match the agreed specifications.

  • Whether damage occurred during transport.

  • Whether the products have been altered after delivery.

Repairs and Replacements

Where appropriate, we may choose to:

  • Repair the products.

  • Reprint the products.

  • Replace the products.

The appropriate remedy will depend upon the circumstances and your rights under the Consumer Rights Act 2015.

Refunds

Where a refund is appropriate, it will normally be processed using the original payment method.

Refund processing times may vary depending on your payment provider or financial institution.

If only part of an order is affected, a partial refund may be provided where appropriate.

Change of Mind

As most Awan Prints products are personalised or manufactured to your specifications, we are generally unable to accept returns or provide refunds simply because you have changed your mind.

This reflects the exemption provided under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for personalised goods.

Business Customers

Where products are supplied to business customers, additional contractual terms may apply.

Business customers should inspect products immediately upon delivery and notify us promptly of any issues.

Nothing within this section limits any statutory rights that cannot legally be excluded.

Exclusions

This policy does not cover issues resulting from:

  • Incorrect customer artwork.

  • Customer-approved artwork errors.

  • Normal manufacturing tolerances.

  • Normal wear and tear.

  • Improper use.

  • Incorrect installation or application.

  • Accidental damage after delivery.

  • Alteration of products after receipt.

Consumer Rights

Nothing within this Return & Refund Policy excludes, restricts or limits your statutory rights under the Consumer Rights Act 2015 or any other applicable UK legislation.

Where there is any conflict between this policy and applicable UK law, your statutory rights will take precedence.

Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our products, services, legal obligations or business practices.

The latest version published on our website will apply to future orders.

Contact Us

If you have any questions regarding returns, refunds, replacements or your consumer rights, please contact us through our Contact Us page. We will be happy to assist you and aim to resolve any concerns promptly and fairly.