Last updated: 15 October 2025
At Print Factory Scotland, we’re committed to delivering the highest quality products and service. Because most of our products are custom printed or made to order, our refund and returns policy differs slightly from that of standard retail goods.
Please read the following carefully before placing your order.
Overview
Each order is produced specifically for you based on the artwork and specifications you provide.
As such, we are unable to accept returns or issue refunds unless the item arrives faulty, damaged, or significantly different from what was ordered.
We comply fully with the UK Consumer Rights Act 2015 and handle all refund and replacement requests in line with fair trading standards.
Non-Returnable Items
The following types of items cannot be returned or refunded unless they are faulty:
- Custom printed or personalised products
- Items created using customer-supplied artwork or design files
- Special order or bespoke products not listed in our standard catalogue
If you’re unsure whether your item qualifies, please contact us before ordering.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at [email protected].
When contacting us, please include:
- Your order number
- A short description of the issue
- Clear photos showing the problem (if applicable)
Once reviewed, we’ll arrange a replacement or refund as quickly as possible. In some cases, we may ask you to return the faulty item so we can assess it.
Proof of Purchase
All refund or replacement requests require proof of purchase, such as your order confirmation email or receipt. We cannot process a refund without this information.
Refunds
When your return or issue is approved, your refund will be processed using the original payment method. Refunds typically appear within 3–7 working days, depending on your payment provider.
Late or Missing Refunds
If you haven’t received your refund yet:
- Check your bank or card account again
- Contact your card provider — sometimes it takes a few days for the refund to clear
- If you still haven’t received it after 7 working days, please contact us at [email protected]
Exchanges
We do not offer exchanges for custom-printed products. If an item is defective or incorrect, we will reprint or refund it instead.
Returns Shipping
If we authorise a return:
- You’ll be given instructions on how and where to send the item
- In some cases, we may provide a prepaid return label
- Please do not send items back without first contacting our support team
We are not responsible for items returned without approval or those lost in transit.
Sale Items
Sale or discounted items are only eligible for a refund or replacement if they arrive damaged or faulty.
All other sale purchases are non-refundable.
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible.
Once your artwork has been approved or production has started, the order cannot be cancelled or refunded.
If your order has not yet entered production, we may be able to issue a partial refund to cover any administrative or artwork setup costs.
How Long Refunds Take
After approval, we aim to process all refunds within 3–7 working days. You’ll receive an email confirmation when your refund has been issued.
Consumer Rights
This policy does not affect your statutory rights under UK consumer law. If a product is faulty or not as described, you are entitled to a replacement or refund under the Consumer Rights Act 2015.
Need Help?
If you have any questions about refunds, returns, or product issues, please contact our support team at: [email protected]