Refund and Return Policy for Custom Prints
Thank you for choosing Houston Printing! We take great pride in producing high-quality, custom prints tailored to your specifications. Since each order is made to order, we have a few important guidelines for returns, refunds, and errors to ensure clarity and fairness for both you and us.
1. Custom Orders and Returns
All of our products are made-to-order based on your specific requests, including design choices, sizes, and other customization. Because of this, we are unable to accept returns for change of mind or incorrect orders once the product has been created or production has begun.
However, we are committed to ensuring your satisfaction, and we offer returns or refunds under the following circumstances:
2. Damaged or Defective Products
If your order arrives damaged or defective, please contact us within 7 days of receiving the product. To help us resolve the issue as quickly as possible, please provide:
- Photos of the damaged or defective item(s).
- A brief description of the issue (e.g., color mismatch, quality issue, etc.).
We will gladly offer a replacement or a full refund based on the situation.
3. Errors on Our Part
We take great care in ensuring your custom print is perfect, but we understand that mistakes can happen. However, because we send proofs to ensure all details are correct before printing, we are not responsible for any spelling errors, typographical mistakes, or design issues that were overlooked or missed after proof approval.
Proof Approval Process
- Once your design is ready, we will send you a proof (digital preview) for approval.
- It is your responsibility to carefully review the proof for accuracy, including text, design layout, colors, and all other details.
- Once you approve the proof, production will begin. Any changes requested after approval may result in delays or additional charges.
If a mistake is identified after approval (such as a misspelling or incorrect detail) that was present in the proof you approved, we will not be held responsible for the error, and the item will not be eligible for a refund or replacement. If you wish to make changes or corrections after approval, we may be able to accommodate the request for an additional fee.
4. Non-Returnable Items
Due to the custom nature of our products, we do not accept returns for:
- Custom prints or designs that were approved by the customer prior to production.
- Digital downloads or non-physical products.
- Products that have been used or altered after receipt.
5. Refund Process
If you qualify for a refund (e.g., due to damage or defect), we will process the refund to the original payment method. Please note that it may take up to 5-7 business days for the refund to appear in your account, depending on your bank or payment processor.
6. Exchanges
Exchanges are only available for products that were damaged or defective upon receipt. If you wish to exchange a product, please contact us within 7 days of receiving the item and we will assist you with the process.
7. Shipping Costs
- For defective or damaged items, we will cover the return shipping costs.
- For issues unrelated to the quality of the product (such as change of mind or incorrect order details), customers are responsible for any return shipping costs.
8. How to Request a Return or Refund
To initiate a return, exchange, or refund, please contact our customer service team at [Your Contact Email] with the following information:
- Order number
- Reason for the return
- Photos (if applicable)
- Any other relevant details
We will respond to your request within 2-3 business days.
9. Changes to Orders
Once an order is placed and confirmed, we are unable to make changes to the custom design or product unless we are contacted within 24 hours of the order being placed. After this time, the order will proceed to production, and changes may not be possible.
