Stickers

Refunds and returns

Custom goods, a proof you approve, and what happens when something is wrong.

Draft — not legal advice, and not yet reviewed. This policy was written to describe how this shop really works, but it has not been reviewed by a Canadian lawyer. Review it, fill in every TODO below, and have it checked before the shop takes a live order.

The short version: if we got it wrong, we fix it at our cost. If the stickers match the proof you approved, they are custom goods and cannot be returned for a change of mind.

Custom-made goods

Every order is printed to your artwork, at your size, in your quantity. Nothing can be restocked or sold to anyone else. For that reason we do not accept returns or issue refunds because you changed your mind, ordered the wrong quantity, or approved a proof and then decided you wanted something different.

This does not affect your rights where goods are defective.

Cancelling before printing

You can cancel any time before you approve the proof, for a full refund. Up to that point nothing has gone on the press.

Once you approve the proof, production starts and the order cannot be cancelled.

When we got it wrong

We reprint at our cost, or refund you in full if you would rather, when:

  • What arrived is not what you ordered — wrong size, wrong material, wrong cut, wrong quantity;
  • There is a print defect: banding, streaking, ink flaking, laminate lifting or bubbling;
  • The cut is off register, so the shape does not line up with the print;
  • The colour is well away from the proof you approved; or
  • The parcel arrived damaged in transit.

When it is the artwork

These are not defects, because the stickers are a faithful print of the file you sent and the proof you approved:

  • The artwork was low resolution and printed soft or pixelated, after we flagged it and you approved the proof anyway;
  • There is a spelling mistake or an old logo in the file, and it is on the proof;
  • The finished size is the size you entered on the order form, but not the size you meant;
  • The printed colour differs slightly from your screen, within the tolerances described in the terms.

We do try to catch these before printing — that is the whole point of the proof, and we will tell you when we can see a problem coming. But once a proof is approved, a reprint is a new order. Artwork guidelines explain how to avoid most of them.

How to make a claim

Get in touch with your order number and photographs of the problem — the whole sheet or roll, plus a close-up. Photographs let us diagnose it without waiting for the parcel to come back, and usually we will not need you to return anything.

TODO set the window for reporting a problem — a common choice is 14 days from delivery, and 48 hours for visible transit damage — and insert the address claims should be sent to

How refunds are paid

Refunds go back to the original payment method through Stripe. We issue them within two business days of agreeing a claim; how long they take to appear on your statement is up to your bank, and is usually five to ten business days.

Where an order is partly at fault — say one design in a set printed badly — we refund or reprint that part rather than the whole order.

Undeliverable parcels

If a parcel comes back because the address was wrong or nobody collected it, we will resend it once you have paid the shipping again. TODO confirm whether a restocking or reshipping fee applies to a returned parcel