Your Consumer Rights and Our Commitment

Your statutory rights as a consumer are not affected by this returns policy. Under the Consumer Rights Act 2015, you have legal rights when purchasing goods that cannot be excluded or limited. Which? +4 This policy explains both your legal rights and our additional customer service commitments.

All products we supply must be of satisfactory quality, fit for their intended purpose, and match the description provided. Which? +2 When products fail to meet these standards, you are entitled to appropriate remedies including refund, repair, or replacement as detailed below. BusinesscompanionPembrokeshire

Legal Rights for Faulty or Misdescribed Products

Within 30 Days of Delivery

If you receive products that are faulty, damaged, not as described, or don’t match your approved proof, you have the right to choose between:

• Full refund to your original payment method
• Free replacement of the item
• Repair of the item (where applicable) Which? +2

We cannot require you to accept a repair or replacement instead of a refund during this period. Printify +2

30 Days to 6 Months After Delivery

If products develop faults within 6 months, we will provide one opportunity for repair or replacement. If this is unsuccessful, you’re entitled to a full or partial refund. We assume any fault appearing within 6 months was present when the item was delivered. Which? +4

After 6 Months

You retain the right to repair, replacement, or refund if you can demonstrate the fault was present at the time of purchase. Gov +2

Distance Selling Rights (Online and Phone Orders)

For standard, non-personalized products ordered online or by phone, you have 14 days from delivery to cancel your order without giving a reason, plus a further 14 days to return the item. Bluebanana We will refund the full product price plus original shipping costs within 14 days of receiving the returned goods. Which? +6

Important Exception: This right does not apply to personalized, custom-made, or bespoke products that have been created specifically to your requirements, as these cannot be resold to other customers. Citizens Advice +6

Custom and Personalized Products

What Qualifies as Custom/Personalized

Products made specifically to your individual specifications or requirements cannot be returned under standard return rights. Pinsent Masons +4 This includes:

• Custom t-shirt printing with your artwork, text, or designs
• Personalized gifts with names, messages, or custom text
• Business cards with your company information and branding
• Bespoke printing created to your specific measurements or requirements
• Custom signage made to your size and design specifications

Why Custom Products Cannot Be Returned

These items are exempt from the 14-day cooling-off period under Consumer Contracts Regulations because they are made to your specifications and cannot be resold to anyone else. Elizabeth Road, Inc. +3 Once produced, they have no commercial value to other customers. Citizens AdvicePrivacypolicies

Quality Guarantee for Custom Products

Custom products are subject to the same quality standards as all our products. Your full legal rights apply if custom items are:

• Faulty or defective
• Not as described or specified
• Different from your approved proof
• Damaged during production or shipping
• Not fit for their intended purpose Which? +4

What We Will Replace or Refund

Production Errors (Our Responsibility)

We will provide a free replacement or full refund for:

• Print defects: Poor quality printing, color issues, or resolution problems
• Wrong specifications: Incorrect size, material, or finishing
• Proof discrepancies: Final product doesn’t match your approved proof
• Damage during production: Items damaged in our facility
• Shipping damage: Items damaged during delivery
• Wrong items delivered: Incorrect products sent to you

Customer Specification Errors (Customer Responsibility)

We cannot provide refunds or replacements for:

• Design errors: Spelling mistakes, incorrect information, or design issues in artwork you provided
• Size selection errors: Choosing the wrong size from our available options
• Color preferences: Standard color variations between screen display and printed products
• Change of mind: Deciding you no longer want the correctly produced item
• Approved proof errors: Issues present in proofs that you approved for production

Return Procedure

Step 1: Contact Us Immediately

Email us at returns@118studio.co.uk within 14 days of delivery with:

• Your order number
• Clear description of the issue
• Photographs showing the problem (required for all quality claims)
• Your preferred resolution (refund, replacement, or repair)

Step 2: Our Response

We will:

• Acknowledge your claim within 24 hours
• Review your case and request additional information if needed
• Respond with a solution within 48 hours for straightforward cases
• Provide a return label if we determine the item needs to be returned

Step 3: Return Process (When Required)

• Pack items securely in original packaging where possible
• Include a copy of your original order confirmation
• Use the prepaid return label we provide
• Items must be returned within 14 days of our authorization GovWhich?

Step 4: Resolution

Once we receive returned items:

• Inspection within 2 business days
• Refund processing within 7 business days (appearing in your account within 3-5 additional business days) Gov
• Replacement dispatch within 3 business days for approved replacements Lawhive

Digital Proof Approval Process

To ensure your custom products meet your expectations:

1. Proof Review: We provide digital proofs for all custom work
2. Customer Approval: You must approve proofs before production begins
3. Specification Confirmation: Proofs show final size, colors, layout, and text
4. Production Authorization: Your approval authorizes us to proceed with production

Once you approve a proof, you take responsibility for all specifications shown, including spelling, layout, sizing, and design elements.

Refund Processing

Refund Methods

• Original payment method: Standard for all eligible refunds
• Store credit: Only offered as an alternative, never required
• Bank transfer: Available for processing issues with original payment method

Processing Timeframes

• Authorization: Within 48 hours of receiving return or approving claim
• Processing: 5-7 business days from authorization
• Availability: 3-5 additional business days to appear in your account

Costs and Charges

• Quality issues: We cover all return shipping costs
• Customer errors: Customer responsible for return shipping (when returns are accepted)
• Original shipping: Refunded for faulty products; retained for change-of-mind returns

Industry Standards and Quality Control

We maintain professional printing standards including:

• Color calibration to industry standards (ISO 12647) Fujifilm
• Quality control inspections at multiple production stages
• Proof accuracy verification before production
• Secure packaging to prevent shipping damage Fenway Group

Normal variations between digital proofs and printed products are within acceptable industry tolerances for color reproduction and finishing. Xrite

Special Considerations

Passport Photographs

If your passport photographs are rejected by HM Passport Office due to our error in meeting official specifications, we will provide a free retake within 30 days of the original appointment.

Rush Orders and Express Services

Products produced under express or rush services are subject to the same quality guarantees but may have modified return timeframes due to expedited production schedules.

Bulk Orders

Orders over £500 may have specialized return procedures – please contact us directly to discuss resolution options for high-value orders.

Limitation of Liability

We do not exclude our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, or failure to comply with our obligations under consumer protection legislation. Ukecc +2

Subject to your statutory rights, our maximum liability for any claim shall not exceed the value of the specific order in question, except where we have failed to provide goods of satisfactory quality, fit for purpose, or as described.

Contact Information and Complaints

Primary Contact

Email: returns@118studio.co.uk
Phone: [Business phone number]
Address: [Complete business address including postcode]

Response Commitment

• Initial response: Within 24 hours
• Full resolution: Within 5 business days for standard cases
• Complex cases: Within 14 business days with regular updates

Escalation Options

If you’re not satisfied with our response:

• Citizens Advice Consumer Service: 0808 223 1133 Cawandsworth
• Trading Standards: For business law violations
• Alternative Dispute Resolution: We participate in [relevant industry ombudsman scheme] Citizens AdviceWhich?

Policy Updates and Governing Law

This policy is governed by English law and is subject to the jurisdiction of English courts. We may update this policy periodically to reflect changes in law or business practices – current version available at 118studio.co.uk/returns-policy.

Policy Version: 1.2
Last Updated: [01/02/2025]
Next Review: [31/01/2026]

This policy complies with the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, and all relevant UK consumer protection legislation. Which? +3 It provides protection beyond your minimum legal rights while ensuring business sustainability for custom printing services.