Refund and Returns Policy

Refund & Returns Policy

Last Updated: March 2026

At Printix Digital (https://www.printixdigital.com/), we take immense pride in delivering top-quality custom printing, labels, stickers, and business stationery across India. Because the vast majority of our products are personalized and made to order, standard retail return policies cannot apply. This Policy clearly sets out how returns, replacements, order cancellations, and refunds are handled.

1. Overview & Print-on-Demand Commercial Notice

All custom products manufactured by Printix Digital are produced specifically according to individual customer specifications, sizes, artwork, and finishes. Once manufactured, custom-printed goods cannot be restocked, repurposed, or resold to another customer. By placing an order and approving your digital proof, you acknowledge and agree to the terms described herein.

2. Non-Refundable & Non-Returnable Scenarios

The following situations do not qualify for a return, reprint, or refund:

• Customer-Approved Artwork Errors: Typos, spelling mistakes, grammar errors, incorrect telephone numbers, wrong addresses, wrong barcodes/QR codes, or design inaccuracies present in the artwork uploaded or approved by the customer.
• Low-Resolution / Pixelated Source Graphics: Poor print output resulting directly from blurry, low-DPI (below 300 DPI), or pixelated graphics provided by the customer.
• Screen vs. Print Color Differences (RGB to CMYK): Mobile and computer monitors display colors using transmitted RGB backlighting. Physical commercial printing utilizes CMYK pigment inks on absorbent media (paper, vinyl, matte/gloss laminates). A minor visual color variance of 5% to 10% between backlit RGB screens and CMYK physical prints is an inherent technical characteristic of the commercial print process and does not constitute a defect.
• Mechanical Cutting & Die-Cut Shift Tolerance: In digital die-cutting, sticker kiss-cutting, and rotary trimming, an industry-standard mechanical shift of up to ±1.5mm to 2mm is normal. Artwork with borders thinner than 3mm printed near the trim line may appear slightly uneven. As long as the cut is within 1.5mm–2mm tolerance, it does not constitute a defect.
• Change of Mind / No Longer Needed: Custom items cannot be returned because an event was cancelled, a business changed its branding, or the customer no longer requires the printed goods.
• Minor Substrate & Coating Variations: Slight paper mill batch variances in paper texture, brightness, or laminate sheen within recognized commercial standards.

3. Return to Origin (RTO) & Failed Delivery Terms

If a parcel is returned to our facility as Return to Origin (RTO) due to customer-provided wrong/incomplete address, wrong PIN code, customer phone unreachable, or refusal to accept the delivery:

• The order is strictly non-refundable because custom printed items cannot be salvaged or resold.
• The package will be held at our warehouse for 30 calendar days.
• Printix Digital will gladly re-ship the order once the customer confirms the correct delivery details and pays the actual courier re-shipping fee.
• If the parcel remains unclaimed after 30 calendar days, the items will be responsibly recycled, with no further liability on Printix Digital.

4. Defective, Damaged, or Incorrect Products (Eligible for Redressal)

If your order arrives with a genuine manufacturing defect, incorrect quantity, or severe transit damage caused by courier mishandling, we will swiftly make it right with a free reprint/replacement or appropriate refund.

What qualifies as a genuine defect:

• Significant printing flaws caused by machine failure (e.g., ink streaks, heavy banding, blotches, or missing colors not present in the approved proof).
• Physical damage incurred during transit (crushed boxes causing creased or torn prints).
• Incorrect product delivered (wrong dimensions, wrong material, or wrong design printed not matching the approved proof).
• Delivered quantity falling significantly below the ordered quantity (beyond normal commercial ±3% counting variance).

5. How to Report a Claim (Mandatory 7-Day Window)

To report an issue with your order, you must notify our team within 7 calendar days of delivery by following these steps:

1. Email or WhatsApp Support: Send an email to support@printixdigital.com (or WhatsApp +91 6389288928).
2. Provide Order Details: State your Order ID, registered customer name, and a concise description of the defect or damage.
3. Submit Photographic / Video Evidence:
   • High-clarity photographs or a short video showing the defect across multiple samples;
   • Clear photographs of the outer courier shipping label showing the AWB tracking number; and
   • In cases of transit damage, photos of the damaged outer shipping box or container.

Claims submitted after 7 calendar days of delivery cannot be entertained, as parcels are deemed accepted in good order by the recipient.

6. Resolution Options (Replacement or Refund)

Once our Quality Assurance team reviews your claim (typically within 24–48 business hours):

• Priority Free Reprint / Replacement (Recommended): We will expedite a priority reprint and re-dispatch it at our full expense via express courier.
• Partial Replacement / Supplemental Shipment: For quantity shortages, we will dispatch the missing units or issue a proportional credit.
• Full or Partial Refund: If a reprint is not feasible or mutually agreed, a refund will be processed directly to your original payment method.
• Store Credit / Wallet Credit: Available immediately upon customer preference for instant use on future orders.

7. Order Cancellation Policy

• Before Proof Approval / Pre-Production: You may cancel your order at any time before you approve the digital proof or before pre-press plate/film setup begins. A full 100% refund will be issued to your original payment method.
• After Proof Approval (Production Commenced): Once you have approved the digital proof (or submitted a Print-Ready file that went directly into automated production), the order cannot be cancelled or refunded, as custom paper stock, plates, inks, and machine capacity are already committed.

8. Abandoned & Inactive Orders Policy

For orders placed with "Upload Artwork Later" or awaiting digital proof confirmation: If the customer fails to submit valid print artwork or fails to approve the digital proof within 30 calendar days of order placement, Printix Digital reserves the right to close the active production ticket and convert the paid amount into a Store Credit / Wallet Voucher (valid for 1 year). Cash refunds will not be issued for dormant orders exceeding 30 calendar days.

9. Refund Method & Processing Timelines

• Approved refunds are submitted to our payment processor (Razorpay) within 2–3 business days of approval.
• Depending on your issuing bank, card network, or UPI provider, the credited amount will appear in your statement within 5–7 business days.
• For Cash on Delivery (where applicable) or direct bank payments, refunds are issued via NEFT/IMPS after the customer provides verified bank account details.

10. Chargeback & Friendly Fraud Policy

Customers agree to resolve any product, shipping, or service concerns directly with Printix Digital support before initiating bank chargebacks or payment disputes. Filing fraudulent chargebacks after goods have been customized or delivered constitutes a breach of contract. Printix Digital vigorously contests unauthorized disputes with delivery signatures, IP logs, artwork approvals, and courier proof of delivery.

11. Statutory Grievance Redressal Officer

If your refund or quality claim has not received satisfactory resolution through standard support channels, you may escalate your matter directly to our designated Grievance Officer in accordance with the Consumer Protection (E-Commerce) Rules, 2020:

Grievance Redressal Officer: Mr. Sameer Verma
Email: grievance@printixdigital.com (cc: info@printixdigital.com)
Postal Address: Printix Digital, BF-11, Galaxy Building, Thakurganj, Lucknow – 226003, Uttar Pradesh, India
Phone: +91 6389288928
Statutory Timelines: Acknowledgment within 48 hours; full resolution within 30 days.

12. Exclusive Legal Jurisdiction

Any dispute, controversy, or legal claim arising out of or relating to this Refund Policy or any transaction on this website shall be governed by the laws of India and subject to the exclusive jurisdiction of the competent courts in Lucknow, Uttar Pradesh, India.