Last updated: 25 March 2025
1. Overview
Sites Print Lab is committed to delivering high-quality printed and design products. We understand that occasionally things may not go to plan. This policy sets out your rights and our obligations regarding cancellations and refunds.
2. Order Cancellations
Before Artwork Approval:
- Orders cancelled before artwork is approved and production has commenced will receive a full refund, less any bank/payment gateway processing fees.
- If our design team has already begun work on your artwork, a design fee proportional to the work completed will be deducted.
After Artwork Approval / During Production:
- Once artwork has been approved and production has begun, the order cannot be cancelled, as materials and machine time are committed.
- In exceptional circumstances (e.g., significant order error on our part), we will assess cancellation requests on a case-by-case basis.
Design-Only Orders:
- Design projects cancelled after the first draft has been delivered will be charged for the time spent at our standard hourly rate.
- Full-payment design projects cancelled before any work commences will receive a full refund.
3. Defective or Incorrect Orders
If your order is:
- Printed with a defect caused by Sites Print Lab (e.g., colour banding, misprints, cutting errors), or
- Significantly different from the approved proof
…please contact us within 5 business days of receiving your order. We will assess the issue and, at our discretion, offer one of the following resolutions:
- A free reprint of the affected quantity.
- A partial or full credit to your account for future orders.
- A partial or full refund to your original payment method.
To raise a defective-order claim, please email support@sitesprintlab.shop with your order number, a description of the issue and clear photographs of the defect.
4. Customer Artwork Errors
We are unable to offer refunds or reprints for errors in customer-supplied artwork that were present at the time of approval. This includes but is not limited to:
- Spelling mistakes, grammatical errors or incorrect contact details.
- Low-resolution images (below 300 DPI) that cause blurry output.
- Incorrect colour values in customer-supplied files.
- Content approved by the customer that was subsequently found to be incorrect.
We strongly recommend requesting a hard-copy proof for large or critical orders to avoid such issues.
5. Refund Process
- Approved refunds will be processed within 7–10 business days from the date of approval.
- Refunds will be issued to the original payment method (UPI, bank account, credit/debit card as applicable).
- Payment gateway charges, bank transfer fees and GST are non-refundable.
- Advance payments for design services are non-refundable once work has commenced.
6. Delivery Disputes
- If an order is lost or significantly delayed in transit due to our courier partner, please contact us within 10 business days of the expected delivery date.
- We will file a claim with the courier and, upon confirmation of loss, arrange a reprint or refund at no additional cost.
- Damage caused during transit must be reported within 48 hours of receipt with photographic evidence.
7. Rush Order Cancellations
Rush orders (same-day or next-day turnaround) are non-cancellable and non-refundable once production has commenced, given the immediate allocation of resources.
8. Force Majeure
Sites Print Lab shall not be liable for delays or failures caused by events beyond our reasonable control, including natural disasters, power outages, supplier shortages or government-imposed restrictions. In such cases, we will communicate revised timelines and work with you to find a fair resolution.
9. How to Raise a Cancellation or Refund Request
Please include your order number and a brief description of the issue. Our team will respond within 1 business day.
10. Contact Us
For any questions, please contact us at:
Sites Print Lab
Plot 12B, Print Hub, Industrial Zone, Mumbai – 400 001
Email: hello@sitesprintlab.shop
Phone: +91 12345 67890