Last updated: 18-06-2026

This page explains cancellation, return, refund, replacement, and reprint rules for custom printed goods ordered through DI PRINT.

 

1. Important notice about custom printed goods

Most DI PRINT products are custom-made or personalised using your selected product, size, quantity, material, finishing options, uploaded artwork, and approved proof or corrected artwork. Because of this, cancellation and return rights may be limited once work has started, artwork has been approved, or production has begun. This does not affect your rights if goods are faulty, damaged, or not as described.

2. Cancelling an order before artwork approval

Contact us as soon as possible. We may be able to cancel if artwork has not been approved, production has not started, the order has not been sent to factory, and no custom work has been completed.

3. Cancelling after artwork approval

Once artwork is approved and the order is sent to production, cancellation may not be possible. If you need to stop an order, contact us immediately. We will try to help, but cannot guarantee cancellation after production has started.

4. Final 15-minute update window

Some orders may include a final 15-minute artwork update window before factory submission. If you upload replacement artwork, the countdown stops, the order returns to artwork review, production is delayed, and the new artwork must be checked again.

5. Returns for custom printed goods

  • We usually cannot accept returns because you changed your mind.
  • We usually cannot accept returns because you ordered the wrong product, size, quantity, or artwork.
  • We usually cannot accept returns because colours look different from your screen but are within normal print tolerance.

6. When we may offer a refund, replacement, or reprint

  • The wrong product was supplied
  • The product is faulty
  • The order was damaged in delivery
  • The print does not match the confirmed order specification
  • The issue was caused by our production process
  • An item is missing from the order
  • A confirmed service was not provided

7. Reporting a problem

  • Order number
  • Your name
  • A clear description of the issue
  • Photos of the printed item
  • Photos of packaging if damaged
  • Photos of the delivery label if relevant
  • Any other helpful evidence

8. Damaged goods

If your order arrives damaged, contact us as soon as possible with photos of the outer packaging, inner packaging, damaged print, and delivery label.

9. Colour differences

Printed colours may look different from screen colours because of screen brightness, RGB and CMYK differences, material type, lamination, lighting conditions, print method, ink coverage, and substrate variation. Minor colour variation is normal in print.

10. Trimming, folding, and finishing tolerance

Commercial printing can include small production tolerances in trim position, folding, border alignment, cutting, creasing, lamination edge, drill hole position, or colour position. These are not usually faults unless outside accepted print limits.

11. Artwork errors

  • Spelling mistakes
  • Wrong phone numbers
  • Wrong email addresses
  • Wrong QR codes
  • Low-resolution images
  • Missing bleed
  • Incorrect design size
  • Incorrect page order
  • Incorrect colours
  • Text too close to trim edge

12. Corrected artwork

If DiPrint corrects artwork and asks you to approve it, you must review the corrected artwork carefully. By approving corrected artwork, you confirm it is acceptable for production.

13. Refund processing time

If a refund is approved, we will process it back to the original payment method where possible. Refund timing may depend on your bank or payment provider.

14. Refused or returned deliveries

If a delivery is refused, missed, or returned due to incorrect details, extra charges may apply. This may include redelivery fees, return fees, storage fees, or reprint cost.

15. Business customers

If you order for business use, you are responsible for checking that the product, artwork, quantity, and delivery details are correct before approval. Business orders may have fewer cancellation rights than consumer orders.

16. How to request a return, refund, or reprint

Contact us at info@diprint.co.uk and include your order number, name, email used for the order, reason for request, photos or evidence, and preferred outcome.

17. Contact us

DI PRINT
Email: info@diprint.co.uk
Address: 27 Blair Athol Wynd, Motherwell, Scotland, ML1 4FT