Photograph the outer packaging, label and affected goods. Keep all packaging while we investigate.
REPORT PROMPTLYRETURNS & REFUNDS
When print doesn’t go to plan.
Clear guidance for reporting damaged, faulty, incorrect or missing orders—and an honest explanation of how cancellations work for personalised print.
Faulty or damaged?Tell us promptly and keep the goods and packaging
Wrong specification?We will compare the order with what was supplied
Changed your mind?Custom-made print is normally excluded from cancellation rights
Your rights remainThis policy does not limit statutory consumer rights
THE SHORT VERSION
Tell us quickly. Keep everything. Let us investigate.
If an order arrives damaged, faulty, materially different from the agreed specification or contains items you did not order, contact Print Zoo as soon as reasonably possible. Prompt notice helps us examine production records and, where relevant, raise a courier claim.
Please do not return, discard, alter or continue using affected goods until we have explained what is needed. Nothing in this policy excludes or restricts rights that cannot lawfully be excluded.
REPORT AN ISSUE
Give us the evidence we need to help.
Ideally contact us within three working days of delivery for visible damage, shortages or obvious production issues. This requested reporting period helps investigation and does not replace any statutory rights.
Email the Print Zoo team01Order detailsYour order number and the affected product
02Clear descriptionWhat is wrong and how much of the order is affected
03PhotographsImages of the goods, issue, parcel and shipping label where relevant
04Keep the orderRetain all affected goods and packaging until we confirm the next step
WHAT HAPPENED?
Start with the route that fits.
Explain the issue and quantity affected. We may compare samples, artwork, proof and production records.
KEEP ALL GOODSCheck tracking and delivery information, then contact us if the stated delivery window has passed.
WE WILL INVESTIGATEContact us immediately. Custom production can begin quickly and cancellation may no longer be possible.
DO NOT DELAYFULL POLICY
The important detail, without the small-print maze.
Open each section to read the terms relevant to your order.
01Scope and statutory rights+
This policy applies to goods ordered from Print Zoo. It should be read with our Terms of Service and any specification or quotation agreed for the order.
Nothing in this policy excludes, restricts or seeks to replace rights or remedies that apply under law. Consumer protections apply where you are an individual acting wholly or mainly outside your trade, business, craft or profession. Orders placed for business purposes may be governed by different contractual and legal rules.
02Personalised and custom-made print+
Most Print Zoo products are manufactured to the customer’s chosen specification or personalised using supplied or approved artwork. The statutory change-of-mind cancellation right that normally applies to many distance purchases does not generally apply to goods made to the consumer’s specifications or clearly personalised.
This exception does not remove rights where goods are faulty, not as described or otherwise fail to meet applicable legal requirements.
03Cancelling before production+
Contact us immediately if you wish to cancel or change an order. We may be able to stop an order that has not entered artwork processing or production, but we cannot guarantee this.
If work has begun, materials have been ordered, artwork services have been supplied or production has started, cancellation or changes may be refused or may require payment for reasonable costs and work already incurred. We will explain the position based on the stage reached. This does not affect any cancellation right that applies by law.
04Faulty, damaged or incorrect goods+
Goods should match the agreed description and specification and meet the quality required by applicable law. If you believe they do not, contact us with evidence and retain the complete order.
We may request photographs, samples or return of some or all goods so the issue can be assessed. Do not return goods without instructions. Where Print Zoo is responsible, the appropriate remedy may be a reprint, repair, replacement, price reduction or refund, depending on the circumstances and applicable rights.
05Customer-supplied and approved artwork+
The customer is responsible for checking spelling, content, layout, dimensions and other details in supplied artwork and any proof submitted for approval. Where we reproduce supplied or approved artwork in accordance with the agreed specification, an issue already present in that artwork will not normally be treated as a production fault.
Artwork checks do not amount to proofreading or design approval unless a specific service has been agreed. If you discover an artwork error, contact us immediately; if production has not started, we will explain any available options.
06Colour, cutting and production tolerances+
Commercial print can involve reasonable variation between screen display and printed colour, between separate production runs, and within manufacturing processes such as trimming, folding and finishing. Screens are not a reliable colour proof unless a specific colour-controlled service has been agreed.
A concern will be assessed against the agreed specification, supplied or approved artwork and reasonable production tolerances. This paragraph does not excuse goods that fail to meet applicable legal standards.
07Shortages, delivery damage and non-delivery+
Check the delivery as soon as practical. For visible parcel damage, shortages or incorrect packages, photograph the consignment and contact us promptly. Retain the packaging, delivery label and all goods.
Delivery dates are handled in accordance with the agreed order terms and applicable law. If tracking shows delivery but the parcel cannot be found, or the stated delivery window has passed, contact us so we can investigate with the carrier. Do not place a duplicate order unless agreed with us.
08Returns, reprints and refunds+
Returns must be authorised before they are sent. We will provide instructions where physical return or collection is necessary. When Print Zoo is responsible for faulty or incorrect goods, reasonable return arrangements will be handled in accordance with applicable rights.
If a refund is the appropriate remedy, it will normally be made to the original payment method. Payment providers may take additional time to display the funds. A reprint or replacement may require the original goods to be collected or made available for inspection.
09How to contact us+
Email hello@printzoo.uk, call +44 28 9046 0043, or write to Print Zoo, 85 Castlereagh Street, Belfast, BT5 4NF. Include the order number in every message.
Customer service hours: Monday to Thursday, 9:00am–5:00pm, and Friday, 9:00am–2:00pm, excluding public holidays.
YOUR LEGAL RIGHTS
This policy does not reduce them.
UK consumers have legal remedies where goods are faulty, not as described or do not do what they are supposed to do. Personalised goods are normally excluded from change-of-mind returns, but not from rights relating to faults or misdescription.
NEED TO REPORT A PROBLEM?
Let’s look at the order properly.
Send the order number, a clear description and photographs where relevant. Keep the goods and packaging until we respond.
