Returns, reprints and refunds
Custom labels and stickers are printed to your specification. That changes what can be returned, so this page sets out plainly what we fix, what we reprint, what we refund and what falls outside.
The short version
| Our fault | Wrong size, wrong material, wrong quantity, print or die fault — we reprint or refund. |
|---|---|
| Transit damage | Report within 7 days of delivery with photos; we replace or refund. |
| Approved artwork error | Reprinted at our cost price, not free — the proof was approved as supplied. |
| Change of mind | Not returnable once printed. Cancel before proof approval and you pay nothing. |
| Colour variation | Small variation between runs is normal print behaviour, not a defect. |
1. If we got it wrong
Where the delivered goods differ from the approved proof or the agreed specification — size, material, quantity, cut, laminate, colour within tolerance — we will reprint the affected quantity at our cost, or refund it if a reprint does not solve your deadline. You choose which.
Tell us within 14 days of delivery, with photographs of the goods and the packaging label, and the order reference. We will confirm the remedy in writing before anything is reprinted, so there is no argument later about what was agreed.
2. If the artwork was approved as supplied
Once you approve a proof, that proof is the specification. If the delivered labels match it and the problem is in the file — a typo, a missing diacritic, a colour that looked different on screen, a barcode that does not scan — we will reprint at our cost price rather than at the quoted price, because the fault sits in the approved file. We will say so before you commit, and we will not pretend it is a free reprint.
3. Colour and material tolerance
Print runs vary slightly. A colour difference within the normal commercial tolerance for the process is not a defect, and neither is a small variation between two runs of the same job. If colour is critical, approve a physical sample and keep it: that sample, not a screen, is what a reprint is matched against.
Natural materials vary too. Kraft, uncoated paper and recycled stocks differ in shade between batches, and that variation is a property of the material rather than a printing fault.
4. Damage in transit
Report damage within 7 days of delivery, with photographs of the parcel and the contents. We will replace the affected quantity or refund it, and we handle the carrier claim ourselves — you should not have to argue with a courier about a job you did not pack.
5. Cancellation
- Before proof approval: cancel and pay nothing. No charge for the quotation or the artwork check.
- After proof approval, before printing: any die, plate or special-order material already made is charged at cost.
- After printing starts: the order cannot be cancelled; the goods will be completed and shipped.
6. What is not covered
- Change of mind, over-ordering or a design that did not sell.
- Damage caused after delivery, or by applying labels to a surface we were not told about.
- Adhesion failure where the surface differs from the one specified — for example a recycled HDPE bottle when the order named glass.
- Claims raised more than 14 days after delivery, where the defect would have been visible on inspection.
7. How refunds are paid
Refunds are made to the original payment method, in the original currency, within 14 days of the remedy being agreed in writing. Bank charges levied by intermediary banks are outside our control and are not refunded.
8. How to raise a claim
Email martin@customstickersprinting.com with the order reference, the quantity affected and photographs. We answer within one working day and will tell you which remedy applies — reprint, partial refund or full refund — before we ask you to return anything.
These terms sit alongside our terms of use. Where the two differ on a specific point, this page governs returns and refunds. Last reviewed: November 2026.