Refund & Return Policy
PrintPacifica prints custom, made-to-order products. Because each item is produced specifically for you, we handle refunds a little differently than a stock-goods retailer. This policy explains exactly when you get a reprint, a refund, or a cancellation.
Our reprint guarantee
If your order arrives with a production defect — a printing error, a manufacturing flaw, a material defect, or a product that does not match the proof you approved — we will reprint it at no cost to you.
To request a reprint, contact us within 14 calendar days of delivery with your order number and photographs showing the issue. We may ask you to return or dispose of the defective pieces.
When we issue a refund
We will issue a refund to your original payment method when:
- We cannot successfully reprint the order to an acceptable standard.
- We cancel your order because we are unable to produce it.
- You cancel an order before it enters production (see below).
Approved refunds are processed within 5–10 business days. Your bank or card issuer may take additional time to post the credit.
Cancellations
Custom printing moves quickly. You may cancel for a full refund any time before your order enters production. Once a job has been sent to press, materials and machine time are committed and the order can no longer be cancelled.
You can check your order status any time from your account or the order tracking page. If you need to cancel, contact us immediately — we will stop the job if it has not yet gone to press.
What is not covered
Because these products are made to your specification, the following are not eligible for refund or free reprint:
- Errors in your artwork — typos, spelling and grammar mistakes, incorrect phone numbers or addresses, or wrong information supplied in your file.
- Low-resolution or poor-quality files that were supplied by you and printed as-is.
- Colour variation within normal commercial printing tolerance, including differences between what you see on a screen and printed ink. Screens are backlit and use a different colour model than print. Order a sample kit or a printed proof if exact colour is critical.
- Design choices you approved on the proof, including trim, bleed, and layout decisions.
- Delivery delays caused by the carrier, weather, or events outside our control. Production times and shipping times are separate estimates, not guarantees.
- Orders where a reprint request is made more than 14 days after delivery.
Proofs and your approval
We provide a free proof before printing. Approving the proof means you have checked and accepted the content, spelling, layout, and colour. Once you approve, the job prints as proofed. Please review proofs carefully — this is the stage where mistakes are free to fix.
Damaged or missing shipments
If your package arrives damaged, keep the packaging and contact us within 14 days of delivery with photos. If tracking shows delivered but you have not received the order, contact us and we will open a carrier investigation.
Shipping costs
Original shipping charges are refunded only when the fault is ours (defect, our error, or an order we cancel). Shipping is not refunded on cancellations you request or on artwork errors.
How to make a request
Email us with your order number, a description of the problem, and photographs where relevant. We aim to respond within one business day. You can also submit a request from the order detail page in your account, which attaches your order automatically.
Your statutory rights
Nothing in this policy limits any rights you have under applicable consumer protection law. Where local law grants you greater rights than this policy, those rights apply.
This policy applies to orders placed through printpacifica.com. We may update it from time to time; the version in effect on the date you place your order governs that order.