Refund Policy

Most of what Gprints produces, including visiting cards, wedding cards, custom branding material, and printed apparel, is made specifically for the customer who ordered it. Once a design is approved and production begins, that material cannot be resold or reused for another customer. For this reason, all personalized products are non-returnable and non-refundable once they have moved into the print stage, regardless of the reason for the return request.

This is standard practice across the personalized printing industry, and we ask customers to review their design carefully before giving final approval, since this is the point at which the order becomes final.

We understand that plans change, and mistakes in an order are sometimes caught after submission. If a cancellation request is made while the order is still in query status, meaning our team has not yet confirmed the design and moved it into production, the order is eligible for a full refund. This window exists specifically to give customers a chance to correct or cancel an order before any material or labour cost has been committed.

Once an order has moved to print status, it can no longer be cancelled or refunded, since production has already started and the materials used are specific to that order.

If a printing mistake is identified that occurred on Gprints' end, for example an issue with colour accuracy, a cutting error, or a defect unrelated to the file the customer approved, we do not process this as a refund. Instead, we reprint the affected item and dispatch it again to the customer at no additional cost. This ensures the customer receives the product they originally intended to order, rather than simply receiving their money back for a job that still needs to be completed.

If a product arrives damaged during transit, we take this seriously and want to resolve it quickly. To process any claim related to transit damage, the customer must provide proof in the form of an unboxing video, recorded continuously from the moment the sealed package is opened. This helps us confirm the condition of the product on arrival and rule out damage that may have occurred after opening.

We ask that any transit damage claim is raised within 48 hours of delivery, so that we can take the matter up with the courier while the delivery record is still current.

Where a refund is approved under the terms above, the amount will be returned to the original payment method used at the time of purchase. Once approved, refunds are typically processed within 5 to 7 working days, though the exact time it takes to appear in your account depends on your bank or payment provider.

If you have a question about an order, a cancellation, or believe your order qualifies for a refund under this policy, please reach out to us on WhatsApp or through our contact page, and our team will review your order status directly.