Refund policy

Refund & Returns Policy
Effective Date: April 2026

At Punchy Printz, every item we create is made to order. Because of this, our policy is designed to be clear and fair, while reflecting the nature of personalised products.

1. Made-to-Order Items

As all of our products are custom-made, we do not accept returns or offer refunds for change of mind, incorrect details provided at the time of order, or personal preference (such as style, colour, or design choices once approved).

2. When to Contact Us

If there is a problem with your order, please let us know as soon as possible:

  • Items damaged in transit: contact us within 48 hours of delivery

  • Faults, defects, or incorrect items: contact us within 3 days of delivery

We may not be able to help if we are contacted outside of these timeframes.

3. What Qualifies for a Refund or Replacement

We will review and resolve issues where:

  • The item arrives damaged

  • The item has a clear manufacturing defect

  • The item is significantly different from what was agreed or described

4. What We Will Do

If your claim is approved, we will offer one of the following:

  • A replacement item

  • A full or partial refund

  • Store credit (where appropriate)

The solution will depend on the nature of the issue.

5. How to Report an Issue

Please email us at info@punchyprintz.com with:

  • Your order number

  • Clear photos of the issue

  • A short description of the problem

Do not return any items until we have confirmed the next steps.

6. Returns

If a return is required:

  • We will provide instructions before anything is sent back

  • Items should be returned in their original condition and packaging where possible

7. Customer Responsibility

To help avoid issues, please ensure that:

  • All order details and personalisation are correct when submitted

  • Any proofs or mock-ups are carefully checked before approval

  • Items are inspected promptly upon delivery

8. Cancellations

Orders can only be cancelled before production begins. Once work has started, cancellations may not be possible.

9. Your Rights

This policy does not affect your statutory rights. If an item is faulty or not as described, you are entitled to a fair resolution under applicable consumer law.

If something isn’t right, we’ll always do our best to make it right — simply get in touch and we’ll take it from there.