Returns & Cancellations Policy
Because Branded Greaseproof products are custom printed and made specifically for each customer, our returns and cancellation rules differ from those that apply to standard off-the-shelf products.
Cancelling an Order
You may request to cancel your order by contacting Branded Greaseproof by phone or email within 24 hours of final artwork approval, provided production has not already started.
Submitting a cancellation request does not automatically cancel the order. We will first confirm whether production has begun and will confirm the cancellation with you where it is still possible.
Once Production Has Started
Once printing or manufacturing has started, your order can no longer be cancelled or amended.
This may happen before the end of the 24-hour period, particularly where an express production service has been agreed. If production has already begun, we will be unable to stop or cancel the order because the product is being manufactured specifically to your approved specification.
Change-of-Mind Returns
We do not accept returns for change of mind on custom-printed or otherwise bespoke products.
Each order is produced specifically for the customer using approved artwork and specifications and cannot reasonably be resold to another customer.
Faulty, Damaged or Incorrect Products
If your order arrives damaged, faulty, incomplete or materially different from the specification you approved, please contact us as soon as reasonably possible.
Where possible, please contact us within 48 hours of delivery and provide your order number, a description of the issue and clear photographs of the products and packaging. This helps us investigate and resolve the issue quickly.
The 48-hour request is intended to help us investigate delivery or production issues promptly and does not remove any statutory rights you may have.
Approved Artwork
Customers are responsible for checking and approving their final artwork before production begins, including spelling, contact information, logos, colours, layout, positioning and product specification.
Where the finished product accurately reflects the artwork and specification approved by the customer, we will not normally accept a return or provide a refund solely because the customer later wishes to change the design or specification.
Refunds and Replacements
Where we confirm that a product is faulty, damaged or incorrect, we will assess the appropriate remedy based on the circumstances. This may include a replacement, reprint, partial refund or refund where appropriate.
Any refund that is agreed will normally be made using the original payment method.
How to Contact Us
To request a cancellation or report a problem with an order, please contact Branded Greaseproof by phone or email using the details shown on our Contact page.
Statutory Rights
Nothing in this policy is intended to exclude or restrict any statutory rights that cannot lawfully be excluded or restricted.