Refund and Returns Policy

1) Overview

Flex Card Print products are made to order. We want you to be happy with the result, so if something is wrong, please tell us quickly and we will put it right.

This policy explains when returns are accepted, how to report an issue, and what remedies may be available.

2) Made to order items and change of mind

Most of our products are customised to your specifications, such as artwork, names, numbers, QR codes, finishes, quantities, or bespoke formats.

Because of this, we do not accept returns or offer refunds for change of mind, ordering the wrong item, or if you no longer need the products after they have been produced.

This does not affect your statutory rights where applicable.

3) Before production, changes and cancellations

If you need to change or cancel your order, contact us as soon as possible.

  • If production has not started, we may be able to amend or cancel your order.

  • If production has started, changes or cancellations may not be possible, and costs may still be payable.

Production is considered started once artwork is approved and the order is released to manufacturing.

4) What is not considered a fault

The following are not usually considered faults and are not eligible for return or refund:

  • Minor colour differences between screen and print

  • Small variations between batches, or between proofs and final production within reasonable print tolerance

  • Natural variation in materials, including wood grain and texture

  • Wear and tear after use, including scratches from daily handling

  • Issues caused by customer supplied artwork, such as low resolution images, incorrect bleeds, or spelling errors approved in the final proof

If you are unsure, contact us before approval. We are happy to advise.

5) If your order arrives damaged, incorrect, or faulty

Please check your parcel as soon as it arrives.

A. Transit damage
If your order is damaged in transit, notify us within 48 hours of delivery.

B. Incorrect items or missing items
If we sent the wrong item, or something is missing, notify us within 5 working days of delivery.

C. Quality issues or manufacturing faults
If there is a suspected manufacturing fault, notify us within 5 working days of delivery.

When contacting us, please include:

  • Order reference

  • Photos of the outer packaging and inner packaging

  • Photos or video clearly showing the issue

  • Quantity affected and a brief description

Please keep all packaging until the case is resolved, as the courier may require it for a claim.

6) What we will do

Once we review the information, we will confirm the next steps. Depending on the situation, we may offer one of the following remedies:

  • Reprint and replacement of the affected items

  • Partial refund for the affected items

  • Full refund, in limited cases, where a remedy is not feasible

Remedies are provided at our discretion, based on the circumstances and evidence provided. Refunds, where approved, will not exceed the amount paid for the affected items. We do not accept liability for indirect losses, such as lost revenue, missed events, or third party costs.

7) Return authorisation and return shipping

Do not return items without written confirmation from us.

If a return is required:

  • We will provide return instructions and the return address

  • Returned items must be unused and in the condition received, unless the return is due to damage or fault

  • We may request that you return a sample quantity rather than the full order

If the issue is confirmed as our error or a manufacturing fault, we will usually cover reasonable return shipping costs, or arrange collection where practical.

If the return is due to customer error, the customer is responsible for return shipping costs and any associated fees.

8) International orders and customs

For deliveries outside the UK, any import duties, taxes, or customs fees paid by the recipient are non refundable. If a parcel is returned to us due to refusal to pay customs charges, incorrect address, or failure to collect, we may deduct any costs incurred from any refund, where a refund is applicable.

9) Contact

If you need help, contact us with your order reference and details of the issue. We aim to respond as quickly as possible during working hours.