Refund policy

Returns, refunds and cancellations

We want you to be happy with your order. This policy does not affect your statutory rights.

Non-personalised items

If you buy a standard, non-personalised item online, you may tell us that you wish to cancel within 14 days of receiving it. You then have a further 14 days to return it. Items must be returned unused and, where possible, in their original packaging. Please contact us before sending anything back.

Personalised and made-to-order items

Products made to your specifications or clearly personalised — including items using names, ages, photographs, customer-supplied artwork or bespoke wording — cannot normally be cancelled or returned because you have changed your mind. If you contact us before production has begun, we will try to help, but cancellation may not be possible once artwork or production work has started.

Please check all names, dates, ages, spelling and other details carefully before ordering or approving a proof. Colours can vary slightly between screens and the finished printed product. Customer-approved spelling, layout or image choices are not treated as production faults.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged, not as described or different from what you ordered, contact us as soon as possible at info@pontefractprint.co.uk. Please include your order number and clear photographs where appropriate. We will assess the problem and arrange a replacement, repair or refund as required. Your statutory rights apply to personalised items as well as standard products.

How to request a return

Email info@pontefractprint.co.uk before returning an item. Approved returns should be sent to: Pontefract Print & Design, 1B, 20 Bondgate, The Old Coach House, Pontefract, West Yorkshire, WF8 2JJ. Items sent without contacting us first may take longer to process.

For a change-of-mind return, you are responsible for the return postage and for ensuring the item reaches us safely. If the item is faulty, damaged or incorrect, we will cover reasonable return costs or provide another suitable solution.

Refunds

We will let you know when we have received and assessed your return. Approved refunds will be made to the original payment method. We aim to issue them promptly and, where cancellation rights apply, within the times required by UK consumer law. Your bank or payment provider may take additional time to show the refund.

Contact

For any return or cancellation question, email info@pontefractprint.co.uk or call 01977 700614.