On this page 8 sections
Almost everything we sell is printed to your order with your own artwork, size or wording. This page explains your rights when you buy from us, in plain English.
Items printed to your specification #
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day right to cancel an online order does not apply to goods made to the consumer’s specifications or clearly personalised (regulation 28(1)(b)). Banners, signs, stickers and other items printed with your artwork, text, size or choice of options fall into this group. This means we cannot accept returns of personalised items simply because you have changed your mind.
Changing your mind before we print #
We start production once your order and artwork are confirmed. If you change your mind before we start making your order, tell us and we will cancel the order and refund you in full. Once production has started, the order cannot be cancelled.
Items that are not personalised #
If you buy a standard item that is not printed or made to your specification, you have 14 days from the day you receive it to tell us you want to cancel, without giving a reason. A short message through our contact page or an email to hello@fatprint.co.uk saying you are cancelling is enough; you can also use the model cancellation form, but you do not have to. You then have a further 14 days to send it back unused and in its original condition. We refund the price you paid, including the original standard delivery, within 14 days of receiving the item back. You pay the cost of returning it unless it is faulty.
Design files (digital content) #
A design file bought from our online designer is digital content. At checkout you ask for it straight away and confirm that you lose your right to cancel once the download starts. If the file is faulty, for example it will not open or is not the size you ordered, contact us and we will put it right or refund you.
Faulty, damaged or wrong items #
Your rights under the Consumer Rights Act 2015 always apply. Goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, damaged in transit, or not what you ordered, contact us with photos:
- within 30 days of delivery you can reject a faulty item and get a full refund, or ask for a replacement instead;
- after 30 days we will reprint or repair it, and if that fails or is not possible you can ask for a price reduction or refund.
Printing that matches the design you made or the file you supplied is not a fault. Please check spelling, phone numbers, sizes and colours carefully before you order. Small colour differences between a screen and printed material are normal.
How to contact us about a problem #
Send us a message with your order number and photos. Please do not send anything back until we have replied, so we can arrange the return or reprint in the quickest way.
How returns and refunds are paid #
Refunds go back to the card you paid with, within 14 days of us agreeing the refund. Banks can take a few more days to show the money in your account.
Business customers #
If you buy for a business, the consumer rights above do not apply in the same way, but we still reprint or refund anything that is faulty or not what you ordered. See our terms and conditions.
Seller: FatPrint (fatprint.co.uk).
Questions about returns and refunds? Contact us with your order number. Our terms and conditions and delivery page explain the rest of the order process.