Legal Returns

Returns, Refunds and Cancellations

Last updated: 13 August 2026
Effective: 13 August 2026

The Short Version

If we got it wrong, we will put it right. If your print is faulty, damaged in transit, or not what you ordered, tell us and we will reprint or refund it.

What we cannot do is take back bespoke print because you changed your mind. Once your artwork is approved and the job is on press, the paper and ink are spent and the product has no value to anyone else. That is why the law treats made-to-order goods differently, and this page explains exactly where the line sits.

Changing Your Mind

Bespoke and personalised print is not cancellable

Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 removes the 14 day right to change your mind for goods that are made to your specification or clearly personalised.

Almost everything we print falls into this category: business cards, flyers, leaflets, posters, banners, brochures, booklets, signage and anything carrying your artwork. Once you approve your proof and the order enters production, it cannot be cancelled for a change of mind.

This does not affect your rights if the goods turn out to be faulty, damaged or not what you ordered. Those are covered in section 4.

Before Production Starts

If you have placed an order but have not yet approved your artwork, and we have not started production, you can still cancel. Email us as soon as possible with your order number and we will cancel and refund you in full.

If we have already carried out preparatory work at your request, such as artwork origination, file correction or a physical proof, we may deduct the reasonable cost of that work from your refund. We will tell you the amount before we process it.

Non-Bespoke Goods

Where we sell a standard, non-personalised item that is not made to your specification, consumers have 14 days from the day the goods are delivered to change their mind, and a further 14 days to send them back. To use this right, tell us in writing before the first 14 days are up, using the wording in section 6 or any other clear statement.

Goods returned under this right must be unused and in a resaleable condition. You pay the cost of returning them. We may reduce your refund to reflect any loss in value caused by handling beyond what is needed to check the item.

Design and Digital Services

For design, branding, web and software work, consumers have 14 days from the day the contract is made to cancel. If you asked us to begin work inside that period, and we did, you must pay for the work carried out up to the point you cancel. Once the service has been fully performed at your request, the right to cancel is lost.

Damaged or Missing Deliveries

Check your delivery when it arrives. If a parcel is visibly damaged, photograph it before opening if you can, then email us within 7 days with your order number and the photographs. Damage in transit is straightforward for us to claim against the carrier when it is reported quickly.

If part of your order is missing, tell us within 7 days and we will trace it or reprint the shortfall. Reporting later does not remove your statutory rights over faulty goods, but it does make a carrier claim considerably harder.

Faulty or Incorrect Goods

Under the Consumer Rights Act 2015, goods we supply to consumers must be of satisfactory quality, fit for purpose and as described. Where they are not, your remedies are:

Within 30 days of delivery: you have the short-term right to reject the goods and get a full refund.
After 30 days and within 6 months: you are entitled to a repair or replacement. If that fails or is not possible, you can claim a price reduction or reject the goods for a refund.
Up to 5 years in Scotland: you may still have a claim within the five year prescriptive period set by the Prescription and Limitation (Scotland) Act 1973, though after the first 6 months it is for you to show that the fault was present at the time of delivery.

We pay return postage on anything that is genuinely faulty, damaged or incorrect. We may ask you to send photographs or return a sample rather than the whole run, which is usually faster for everyone.

What Counts as a Fault

A fault means print that fails to meet the specification ordered: wrong stock, wrong size, wrong quantity, banding, misregistration, poor trimming beyond the normal tolerance, or a finishing failure.

The following are not faults, because they arise from the file supplied or from normal commercial tolerances:

Spelling, grammar, contact details or pricing errors present in artwork you approved.
Low resolution or pixelated output caused by low resolution images in the supplied file.
Reasonable colour variation between a screen and the printed sheet, or between separate print runs.
Cutting variation of up to 2mm, which is standard across the trade.
Content trimmed off because the supplied file had no bleed or placed content inside the trim margin.

If you are unsure which side of the line your issue falls on, send us photographs. We would rather look at it than argue about it.

How to Start a Return

If you have an account with us, open the order under your orders and use the return link on that order.
Otherwise email support@glasgowgfx.com with your order number, what the problem is, and photographs where relevant.
Or call us on 0141 345 5841 during opening hours.

Please do not send anything back before speaking to us. We will tell you whether we need the goods returned and where to send them.

Model Cancellation Form

You do not have to use this form, but where you have a right to cancel you may. Copy the text below into an email to support@glasgowgfx.com, or post it to GLASGOWGFX LTD, Unit 204b The Pentagon Business Centre, 36 Washington Street, Glasgow, G3 8AZ, United Kingdom.

To GLASGOWGFX LTD, Unit 204b The Pentagon Business Centre, 36 Washington Street, Glasgow, G3 8AZ, United Kingdom, support@glasgowgfx.com:

I hereby give notice that I cancel my contract of sale of the
following goods / for the supply of the following service:

Ordered on:                    Received on:
Order number:
Name of consumer:
Address of consumer:
Signature (only if this form is notified on paper):
Date:

Refunds

Refunds go back to the original payment method. We cannot refund to a different card or account.
Where you cancel before production, we refund within 14 days of accepting the cancellation.
Where goods are returned, we refund within 14 days of receiving them back, or within 14 days of you providing evidence that you have sent them, whichever is sooner.
Where you cancel a non-bespoke order under the 14 day right, we refund the standard delivery cost you paid. If you chose an upgraded delivery service, we refund only the standard rate.
Card refunds usually appear within 3 to 5 working days once we have issued them, depending on your bank.

Business Customers

The cancellation rights in section 2 come from consumer law and do not apply to business purchases. If you are buying for a trade, business, craft or profession, our terms and conditions set out your remedies: we will replace or refund goods that do not meet the agreed specification, provided you tell us within 7 days of delivery.

In practice we treat trade customers the same way we treat everyone else. If we have printed something wrong, we will reprint it.

If We Cannot Agree

Email support@glasgowgfx.com and mark it as a complaint. We will acknowledge it within 2 working days and aim to resolve it within 14 days.

Consumers in Scotland can get free, impartial advice from Advice Direct Scotland on 0808 164 6000, the service run under the Consumer Scotland Act 2020, or from the Citizens Advice consumer service. Full detail on complaints and dispute resolution is in section 13 of our terms and conditions.