1. Our Approach to Returns & Refunds

At Print Nexus, many products are produced specifically for each customer after an order is placed. Personalized products may include customer names, dates, messages, images, artwork, logos, colors, layouts, or other customized information.

Because these products are made specifically for an order, we generally cannot treat personalized products in the same way as standard, non-personalized merchandise.

2. Artwork Approval and Personalized Orders

For personalized orders that require artwork approval, Print Nexus will provide an artwork proof for your review before production.

Your order remains on hold while the required artwork approval is pending. Production does not begin until the artwork is approved and the order is released for production.

If Print Nexus creates your design, up to 3 design versions or revision attempts are included for customer review.

Customers are responsible for carefully reviewing the final artwork before approval, including names, spelling, dates, numbers, messages, images, colors, layout, and other personalized information.

3. Cancellations Before Production

If you need to cancel an order, contact Print Nexus as soon as possible. We will review the current status of the order and determine whether cancellation is still possible.

An order that is still awaiting artwork approval or has not yet entered production may have more flexibility for cancellation than an order already in production.

A cancellation request does not automatically mean that an order can be cancelled. Orders are handled according to their status when the request is received.

4. Cancellations After Artwork Approval

Once personalized artwork has been approved and the order has been released to production, cancellation may no longer be possible.

This is because production may begin specifically for your order and the resulting product may not be suitable for resale to another customer.

5. Changes After Approval

If you need to change your design, personalization, quantity, product, or other order information after approval, contact us immediately.

We will check the current status of your order. If production has not started and a change is technically possible, we may be able to assist.

Once production has started, changes may no longer be possible.

6. Customer Errors

Customers are responsible for reviewing the information they provide and the final artwork proof before approval.

This includes, but is not limited to:

• Misspelled names
• Incorrect dates
• Incorrect numbers
• Incorrect addresses or contact information
• Incorrect messages or wording
• Incorrect images or photographs
• Incorrect colors or layout preferences
• Incorrect personalization instructions
• Incorrect shipping information

If an error appears in artwork that you approved, contact us as soon as possible. Once production has begun, correcting customer-approved artwork may not be possible.

7. Incorrect, Defective, or Damaged Products

If you receive a product that is incorrect, defective, damaged, or materially different from what you ordered, please contact us promptly so we can review the issue.

Depending on the circumstances, Print Nexus may request:

• Your order number
• A description of the issue
• Photographs of the product
• Photographs of the packaging
• Other information needed to investigate the issue

After reviewing the situation, we may determine that a replacement, reprint, refund, or another appropriate resolution is available.

8. Damaged Shipments

If your package arrives visibly damaged, please inspect the contents as soon as reasonably possible.

If the product itself is damaged, contact us promptly and provide photographs showing the product and, where possible, the shipping packaging.

Photographs and other details help us document the condition of the shipment and determine the appropriate next step.

9. Wrong or Defective Items

If we determine that an item was incorrectly produced or that there is a qualifying production defect, we may offer a replacement, reprint, refund, or another appropriate resolution depending on the circumstances.

The resolution may depend on the nature of the issue, the condition of the product, the order details, and whether the issue resulted from production, shipping, or customer-provided information.

10. Returns of Personalized Products

Personalized and made-to-order products may generally not be eligible for return solely because a customer changes their mind or no longer wants the product.

This is because the product may have been produced specifically according to the customer's approved personalization and may not be reasonably resold to another customer.

This policy does not limit any non-waivable rights or remedies that may apply to you under applicable consumer protection laws.

11. Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address during checkout.

If you discover an address error, contact us immediately. We will review whether the address can still be changed based on the status of the order.

Once an order has entered production or has been shipped, an address change may no longer be possible.

Additional shipping costs, re-shipping arrangements, or other charges may apply when an order cannot be delivered because the customer provided an incorrect or incomplete address, subject to applicable law and the circumstances of the order.

12. Lost or Undelivered Packages

If tracking indicates that a package is delayed, stalled, lost, or has another delivery issue, contact us so we can review the available shipment information.

Depending on the circumstances, we may need to coordinate with the applicable carrier or fulfillment partner before determining the appropriate resolution.

A tracking status alone may not always provide enough information to immediately determine whether a shipment is permanently lost.

13. Refunds

When a refund is approved, the amount and method of the refund will depend on the circumstances of the order and the applicable payment method.

Refunds may be issued to the original payment method where reasonably possible.

The time required for a refund to appear in your account may depend on your payment provider or financial institution and may be outside Print Nexus's control.

14. Replacement or Reprint

Where a qualifying issue is confirmed, Print Nexus may determine that a replacement or reprint is the appropriate resolution instead of a refund.

Replacement or reprint decisions may depend on the nature of the issue, product availability, production requirements, and the circumstances of the original order.

15. How to Report a Problem

If you believe your order has a qualifying issue, contact Print Nexus as soon as possible after discovering the problem.

Please include:

• Your order number
• The name or email used for the order, when relevant
• A clear description of the issue
• Photographs or other evidence when applicable
• Any other information that may help us investigate

Prompt reporting gives us a better opportunity to investigate production, fulfillment, and shipping issues while relevant information is still available.

16. Artwork Created by Print Nexus

When Print Nexus creates personalized artwork for your order, you will have an opportunity to review the artwork before production when artwork approval is required.

Up to 3 design versions or revision attempts are included for customer review. Customers should use the proofing process to identify any requested corrections or changes before providing final approval.

Once artwork has been approved, the customer is responsible for reviewing the approved information and confirming that it is suitable for production.

17. Customer-Supplied Artwork

When you provide your own artwork, you are responsible for ensuring that the artwork is accurate, suitable for production, and legally authorized for use.

You should also carefully review any proof provided by Print Nexus before approving the artwork.

Print Nexus is not responsible for errors contained in customer-supplied artwork or information that the customer approves for production, subject to any rights or remedies that cannot legally be excluded.

18. Non-Returnable or Non-Refundable Situations

Subject to applicable law and any rights that cannot legally be excluded, a return or refund may not be available for situations such as:

• A personalized product that was correctly produced according to the approved artwork.
• A change of mind after a personalized product has entered production.
• Customer-provided information that was incorrect and was approved in the final artwork.
• Customer-supplied artwork containing an error that was approved before production.
• An order that cannot be delivered because an incorrect or incomplete shipping address was provided, where applicable.

These examples do not override any consumer rights or other legal protections that may apply to your order.

19. Consumer Rights

Nothing in this Return & Refund Policy is intended to remove, limit, or waive any consumer rights, statutory guarantees, warranties, or remedies that cannot legally be excluded or limited under applicable law.

Where applicable law provides a customer with rights that are more favorable than the terms stated here, those legal rights will continue to apply.

20. Policy Changes

Print Nexus may update this Return & Refund Policy from time to time to reflect changes to our services, products, operational procedures, or applicable legal requirements.

The version published on this page will represent the current policy.