Returns, Cancellations and Refund Policy
At Intaprint Ltd, we want you to be happy with your purchase. This policy explains how returns, cancellations, damaged deliveries and refunds are handled.
Nothing in this policy excludes, restricts or affects any statutory rights or remedies that cannot legally be excluded or restricted.
Consumer and Business Purchases
Different rights may apply depending on whether you are purchasing as a consumer or for business purposes.
A consumer is generally an individual purchasing wholly or mainly for purposes outside their trade, business, craft or profession.
A purchase made by a company, organisation or an individual purchasing wholly or mainly for business use will generally be treated as a business purchase.
Equipment such as cutters, presses and assembly machinery purchased primarily for use within a business will normally be treated as a business purchase.
Our Voluntary 30-Day Returns Policy
In addition to any statutory rights you may have, we offer a 30-day return period on eligible, non-personalised goods.
You must request the return within 30 days of receiving the goods.
To qualify for a change-of-mind return under our voluntary returns policy, goods must:
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Be unused
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Be in the same condition as supplied
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Include all accessories, components and instructions originally supplied
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Be returned in their original packaging where reasonably possible
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Be suitable for resale as new
We may refuse a voluntary return, or make an appropriate deduction, where goods have been used, damaged, altered, incompletely returned or are no longer suitable for resale as new.
This voluntary 30-day policy does not reduce or replace any statutory rights you may have.
How to Request a Return
You can request a return through your Intaprint customer account:
https://account.intaprint.co.uk
Once logged in:
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Open your order
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Click Manage
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Select Request return
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Choose the reason for your return and submit the request
Please wait for our return instructions before sending goods back so that we can identify and process your return correctly.
Requiring you to follow our usual return procedure does not affect any statutory right you may have to notify us of a cancellation, fault or rejection by another clear method.
Returns Address
Intaprint Ltd
Unit 3 Foundry Street
Chesterfield
Derbyshire
S41 9AU
United Kingdom
UK Consumer Orders – 14-Day Right to Cancel
If you are purchasing as a consumer and place your order online, by telephone or through another distance-selling method, you will normally have a statutory right to change your mind.
You must tell us that you wish to cancel within 14 days of receiving the goods.
Once you have notified us of your cancellation, you will normally have a further 14 days to return the goods.
You do not need to give us a reason for exercising this statutory cancellation right.
Certain products are excluded from the right to cancel, including personalised or custom-made goods, as explained later in this policy.
Examining the Goods
You are entitled to examine goods in the same way that you reasonably could when viewing them in a shop.
If you handle or use goods beyond what is reasonably necessary to establish their nature, characteristics and functionality, and this reduces their value, we may make an appropriate deduction from your refund to reflect that reduction in value.
For equipment such as cutters, presses and assembly machinery, operating or using the equipment beyond what is reasonably necessary to inspect it may result in a deduction if its condition or resale value has been reduced.
We do not charge consumers a standard restocking fee for exercising their statutory right to cancel.
Change-of-Mind Return Postage
Unless goods are faulty, damaged in transit, incorrectly supplied or otherwise our responsibility, the customer is responsible for the direct cost of returning change-of-mind goods to us.
You will normally need to arrange your own return shipping.
We strongly recommend using a tracked and appropriately insured delivery service, particularly when returning machinery or other high-value goods.
Please package goods carefully and securely. You may be responsible for a loss in value caused by inadequate return packaging or damage occurring during a return for which you are responsible.
Where goods are faulty, damaged, incorrectly supplied or not as described, please contact us before returning them. Where appropriate, we will arrange the return or cover reasonable return costs.
Original Delivery Charges – UK Consumer Cancellations
Where a UK consumer cancels an entire eligible online order within the statutory 14-day cancellation period, we will refund the cost of our standard outbound delivery service where required by law.
If you selected a more expensive delivery option, such as express, timed or Saturday delivery, we are only required to refund an amount equivalent to our standard delivery service.
Where only part of an order is returned, any refund of the original delivery charge will depend on the circumstances of the order and whether a delivery cost is attributable to the goods being returned.
For example, if other goods from the same consignment are retained and the original delivery charge would have been the same for those retained goods alone, there may be no separate delivery amount attributable to the returned item.
Any statutory entitlement to a delivery refund will always be honoured.
For voluntary change-of-mind returns made outside the statutory cancellation period, original delivery charges are not normally refundable unless we agree otherwise.
Business Purchases
Statutory consumer cooling-off rights do not normally apply to goods purchased wholly or mainly for business purposes.
This includes purchases made by companies and organisations and may include purchases made by sole traders or individuals where the goods are being purchased primarily for their trade, business, craft or profession.
Change-of-mind returns from business customers are therefore accepted at our discretion unless otherwise agreed in writing.
Where we agree to accept a business change-of-mind return:
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The return must normally be requested within 30 days of delivery
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The goods must be unused and suitable for resale
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All original packaging, accessories, components and instructions must be included
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The customer is responsible for return carriage
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Original delivery charges are non-refundable
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A reasonable inspection, administration or restocking charge may be deducted where applicable
For machinery, cutters, presses, assembly equipment and similar products, an administration or restocking charge of up to 5% of the product value may apply to an accepted business change-of-mind return.
Any applicable charge will be confirmed when the return is authorised.
No restocking or administration charge will apply where goods are faulty, damaged in transit, incorrectly supplied or where the customer has a legal right to a remedy that prevents such a deduction.
We reserve the right to refuse a business change-of-mind return where goods have been used, damaged, altered, specially ordered or are no longer suitable for resale.
Delivery Damage, Missing Items and Carrier Claims
Please inspect your delivery as soon as reasonably possible after it arrives.
Visible Damage at Delivery
Where a parcel or product appears damaged at the time of delivery:
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If possible, record the damage on the courier’s delivery device or proof-of-delivery documentation
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Take clear photographs before opening the parcel
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Photograph all sides of the outer packaging
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Photograph the shipping label
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Photograph the internal packaging
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Photograph the damaged product
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Keep the goods, packaging, labels and all packing materials
Recording damage with the driver or on the proof-of-delivery documentation is helpful, but it does not automatically register a claim with Intaprint or the delivery company.
You must contact Intaprint directly so that we can investigate and, where appropriate, register a carrier claim.
Reporting Delivery Damage
Please report visible parcel or product damage to us within 48 hours of delivery wherever reasonably possible.
Reports should be sent to:
hello@intaprint.co.uk
Please include:
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Your order number
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A description of the damage
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Whether the damage was noted at delivery
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Photographs of the outer packaging
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Photographs of the shipping label
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Photographs of the internal packaging
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Photographs or video showing the damaged goods
Where damage is not immediately visible, please contact us as soon as it is discovered.
Prompt notification is important because delivery companies impose strict time limits on claims. Some carriers require Intaprint to notify them of damage or loss within 14 calendar days of delivery or the expected delivery date and require the full claim and supporting evidence to be submitted within 21 calendar days.
For these purposes, the carrier may count the delivery date as the first calendar day. For a completely lost parcel, the expected delivery date may be treated as the first calendar day.
Delays in reporting damage or providing evidence may prevent us from recovering compensation from the delivery company. We therefore ask customers to provide all available evidence promptly and, wherever possible, within seven calendar days of delivery.
These reporting requests help us investigate the delivery and make a carrier claim. They do not remove or restrict statutory consumer rights that cannot legally be excluded.
Missing Items or Partial Loss
If an item or part of an order is missing, please first check:
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The delivery note or packing slip
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Whether the order was dispatched in more than one parcel
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Any tracking information supplied
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All packaging and internal compartments
If an item is still missing, contact us as soon as possible and include your order number, details of the missing goods and photographs of the parcel and its contents.
Please retain the parcel, shipping label and all packaging until we confirm that they are no longer required.
Parcels Marked as Delivered but Not Received
If tracking states that a parcel has been delivered but you cannot locate it, please:
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Check the delivery address
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Check any nominated safe place
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Ask other members of the household or workplace
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Check with immediate neighbours
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Review any delivery photograph or location information supplied by the carrier
Contact us promptly if the parcel is still missing so that we can raise an investigation with the carrier.
Do Not Dispose of Damaged Goods or Packaging
Please do not dispose of, repair, use or return damaged goods until we have provided instructions.
The delivery company may require the goods and packaging to be retained for inspection. Disposing of them before the investigation is complete may affect our ability to pursue a carrier claim.
If damaged goods create an immediate safety risk, stop using them and contact us straight away.
Business Customers
Business customers must inspect deliveries promptly and notify us of visible delivery damage, shortages or incorrect goods as soon as reasonably possible, preferably within 48 hours.
Failure to report damage or provide reasonable supporting evidence promptly may affect our ability to accept a business transit-damage claim, particularly where the delay prevents us from investigating the circumstances or recovering compensation from the carrier.
This does not exclude any rights or remedies that cannot legally be excluded.
Faulty or Incorrect Goods
If goods are faulty, incorrect, not as described or do not conform to the agreed specification, please do not submit them as a standard change-of-mind return.
For goods damaged during delivery, please follow the instructions in the Delivery Damage, Missing Items and Carrier Claims section above.
For all other faults or order errors, contact:
hello@intaprint.co.uk
Please provide:
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Your order number
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A description of the issue
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Photographs or video where appropriate
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Details of when the fault was first noticed
We will review the issue and arrange the appropriate remedy.
Where a return is necessary because goods are faulty, incorrectly supplied, not as described or otherwise our responsibility, we will arrange the return or cover reasonable return costs where required.
For UK consumers, goods must be of satisfactory quality, fit for purpose and as described.
UK consumers may have a short-term right to reject faulty goods within 30 days, together with further rights to a repair, replacement, price reduction or refund in other circumstances.
Nothing in this policy limits those statutory rights.
Damage caused after delivery by misuse, accidental damage, incorrect installation, failure to follow instructions, unauthorised modification or normal wear and tear is not treated as a product fault.
Personalised and Custom-Made Products
Products that have been personalised, printed, manufactured, altered or otherwise made to your specification cannot normally be returned simply because you have changed your mind.
This includes, for example:
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Products printed with your artwork, text or design
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Products manufactured specifically to your requirements
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Bespoke products
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Specially configured products
This exclusion does not affect your rights if the goods are faulty, damaged, incorrectly supplied or do not conform to the agreed specification.
Minor differences in colour may occur between on-screen previews and printed products due to differences between screens, materials, inks and printing processes. This does not affect your rights where the finished goods materially fail to match an agreed specification or approved proof.
Customer-Supplied Artwork and Approved Proofs
Customers are responsible for checking all information contained in artwork and proofs before approval, including:
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Spelling
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Names
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Telephone numbers
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Email addresses
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Dates
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Prices
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Layout
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Colours
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Sizes
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Quantities
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Other supplied content
Once a proof has been approved, we will normally produce the goods according to that approved proof.
We cannot normally accept a return or provide a free reprint for an error that appeared in an approved proof and was not introduced by Intaprint during production.
This does not affect your rights where the goods supplied do not materially match the approved proof or agreed specification.
Sale and Clearance Items
Sale and clearance items are not automatically excluded from statutory consumer rights.
If a sale or clearance product is faulty, damaged, incorrectly supplied or not as described, applicable statutory rights remain unaffected.
Change-of-mind returns of sale or clearance goods under our voluntary 30-day policy may be restricted where this was clearly stated before purchase.
Goods sold at a reduced price specifically because of a clearly disclosed defect cannot later be treated as faulty solely because of that disclosed defect.
Exchanges
If you would like a different product, the quickest method is normally to:
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Request a return of the original eligible item
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Place a new order for the replacement item
Please contact us if the exchange relates to faulty, damaged or incorrectly supplied goods.
European Union Consumer Orders – Cooling-Off Period
Consumers purchasing online for delivery to a European Union country generally have a 14-day cooling-off period for eligible goods under applicable consumer legislation.
You should notify us within 14 days of receiving the goods if you wish to exercise this right.
Unless goods are faulty, damaged or incorrectly supplied, you will normally be responsible for the direct cost of returning them to the UK.
Personalised and custom-made products are generally excluded from change-of-mind cancellation rights.
Consumer rights and refund requirements can vary between jurisdictions. Nothing in this policy is intended to restrict rights that apply under the law applicable to your order.
International Returns
Unless otherwise required by applicable law, customers are responsible for arranging and paying for international change-of-mind returns.
International returns should be clearly marked as Returned Goods on customs documentation.
The customer is responsible for completing customs paperwork accurately. Intaprint will not be responsible for delays or charges caused by incorrect return documentation.
Any import charges, customs fees or handling fees incurred by Intaprint because a return was incorrectly declared may be deducted from the refund where legally permitted.
We recommend using a tracked and adequately insured service.
International Orders Returned to Sender
Customers ordering goods for delivery outside the UK are responsible for checking and paying any import duties, taxes, customs charges or other local fees applicable to their order.
If an international parcel is returned to us because the recipient:
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Refuses delivery
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Fails to collect the parcel
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Provides an incomplete or incorrect address
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Fails to pay applicable import duties, taxes or local charges
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Does not provide information required for customs clearance
we will contact the customer after the parcel has been returned and inspected.
Where legally permitted, the refund may be reduced by costs we have reasonably incurred as a direct result of the return, including:
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Unrecoverable original shipping charges
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Return shipping charges
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Carrier surcharges
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Customs or clearance charges
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Other reasonable direct recovery costs
Any deductions will take account of applicable consumer law and will not affect statutory rights.
For business purchases, an additional reasonable administration or restocking charge may apply where this formed part of the terms of sale.
Personalised or custom-made goods remain non-returnable for change-of-mind purposes unless otherwise required by law.
Refunds
Once a return has been received, we will inspect the goods and notify you of the outcome.
Approved refunds will normally be made to the same payment method originally used for the purchase.
For UK consumers exercising a statutory cancellation right, refunds will be made within the timescale required by law. Where legally permitted, we may withhold the refund until we have received the goods back or you provide satisfactory evidence that they have been returned.
For refunds relating to faulty goods, we will comply with the applicable statutory timescales.
For other approved returns, we aim to process the refund promptly after the goods have been received and inspected.
Banks, card issuers and payment providers may take additional time to credit funds to your account after we have processed the refund.
If you believe a refund is overdue, please contact:
hello@intaprint.co.uk
Refund Method
Refunds will normally be issued to the original payment method.
Where the original payment method is no longer available, we may need to contact you to arrange a suitable alternative. We may request reasonable information to verify your identity and prevent fraud before issuing the refund.
Gift Cards
Gift cards cannot normally be returned, exchanged for cash or refunded except where required by law.
Where an order paid for using a gift card is refunded, the applicable amount will normally be returned to the gift card or issued as store credit unless otherwise required.
Return Packaging and Responsibility
Customers returning change-of-mind goods are responsible for packaging them securely and taking reasonable care of them until they are received by Intaprint.
Where possible, please use the original protective packaging.
Machinery and fragile goods must be packed in a manner suitable for courier transportation. Any transit locks, protective inserts, guards or securing materials supplied with the product should be refitted before return.
We may make an appropriate deduction where goods are damaged during a customer-arranged return because they were inadequately packaged, subject to applicable law.
Contact Us
For questions concerning a return, cancellation, damaged delivery or refund, please contact:
hello@intaprint.co.uk
Intaprint Ltd
Unit 3 Foundry Street
Chesterfield
Derbyshire
S41 9AU
United Kingdom
