At UNLOCKED Printing, all products are custom-made according to the artwork, specifications and production details approved by the customer. Customers are therefore required to review all information carefully before providing final approval.
1. Artwork Approval
Artwork will only proceed to production after the customer has provided approval through our website, email, messaging platform or another communication channel accepted by UNLOCKED Printing.
By approving the artwork, the customer confirms that they have reviewed and accepted:
- Spelling, grammar and wording
- Names, telephone numbers, addresses and contact details
- Design, layout and positioning
- Product size, quantity and orientation
- Colours and image placement
- Cutting lines, margins, bleed and safe areas
- Materials, finishing and other product specifications
Approval authorises UNLOCKED Printing to begin production based on the approved artwork and specifications.
2. Customer Responsibility
Customers are responsible for checking the accuracy and completeness of their artwork before approval.
UNLOCKED Printing will not be responsible for errors contained in customer-supplied or customer-approved artwork, including:
- Spelling or grammatical errors
- Incorrect names, dates, prices or contact information
- Low-resolution, blurry or pixelated images
- Missing, misplaced or duplicated content
- Incorrect dimensions, orientation or layout
- Text or design elements positioned outside the safe area
- Fonts, links or images that are missing or not embedded correctly
3. Changes After Approval
Once artwork has been approved, changes cannot be guaranteed.
If production has not started, we may accept a revision request subject to:
- Additional design or administrative charges
- A revised production timeline
- New artwork approval from the customer
If production has already started, the order cannot normally be changed or cancelled. Any reprinting required because of a customer-requested change will be treated as a new order and charged accordingly.
4. Colour and Production Variations
Colours displayed on phones, tablets and computer screens may differ from the final printed product due to screen settings, colour profiles, materials, printing methods and lighting conditions.
Minor production variations may also occur between print runs, including differences in:
- Colour and brightness
- Cutting position
- Folding or alignment
- Material texture
- Finishing
- Product dimensions
Reasonable variations within normal commercial printing tolerances are not considered defects and are generally not eligible for a refund or complimentary reprint.
Customers who require a close colour match should contact our Customer Service team before ordering to discuss colour proofing or sample options, where available.
5. Refund Eligibility
As our products are customised and produced according to customer-approved artwork and specifications, refunds are generally not available for:
- Change of mind
- Subjective dissatisfaction with the design, colour or appearance
- Errors contained in approved artwork
- Misunderstanding of product descriptions or specifications
- Incorrect size, quantity, material or finishing selected by the customer
- Slight colour differences caused by screen settings or normal printing variations
- Delays caused by incomplete information, late artwork approval or customer-requested changes
- Minor production variations within reasonable industry tolerances
- Delivery delays caused by couriers or circumstances outside our reasonable control
This does not affect any rights or remedies available to customers under applicable law.
6. Production Errors or Defective Products
If the delivered products materially differ from the approved artwork or confirmed order specifications due to an error by UNLOCKED Printing, customers may submit a claim for review.
Depending on the nature and extent of the issue, we may offer an appropriate remedy, which may include:
- Reprinting the affected quantity
- Replacing the affected products
- A partial refund
- A full refund for the affected products
The appropriate remedy will be determined after reviewing the evidence, the number of affected items and the severity of the production issue.
A refund will not automatically be provided where a reasonable reprint, replacement or other suitable remedy can resolve the issue, except where otherwise required by applicable law.
7. How to Submit a Claim
Customers should contact our Customer Service team within 3 calendar days of receiving the order.
The claim should include:
- Order number
- A clear description of the issue
- Clear photographs or videos showing the affected products
- Photographs of the complete quantity received, where relevant
- Photographs of the external packaging if the parcel arrived damaged
- The approximate number of affected items
Customers must keep the affected products and original packaging until the review is completed. UNLOCKED Printing may request additional evidence or require the products to be returned for inspection.
Claims submitted without sufficient evidence, after the stated reporting period, or after the products have been used, distributed, altered or disposed of may be difficult to verify and may not be accepted, subject to applicable law.
8. Damaged or Incorrect Deliveries
If a parcel arrives visibly damaged, customers should photograph the parcel before opening it and report the matter as soon as possible.
If the wrong product or quantity was delivered, customers should keep all items unused and in their original condition while the matter is being reviewed.
UNLOCKED Printing may coordinate with the delivery provider where the issue occurred during transit. Any remedy will depend on the investigation and the applicable delivery arrangements.
9. Refund Processing
Where a refund is approved, it will normally be issued using the original payment method unless another method is agreed upon.
Processing times may vary depending on the payment provider or financial institution. Delivery charges, design fees, priority service charges and other completed services may be non-refundable unless they are directly related to the approved claim or otherwise required by law.
10. Final Assessment
All claims will be reviewed fairly based on:
- The approved artwork
- Confirmed product specifications
- Evidence supplied by the customer
- Production records
- Reasonable commercial printing tolerances
- Applicable consumer protection requirements
UNLOCKED Printing reserves the right to reject claims arising from customer-approved errors, unsupported allegations, improper storage or handling, misuse, or normal production variations.
Nothing in this policy excludes, restricts or modifies any consumer right or remedy that cannot legally be excluded under applicable law.
11. Contact Us
For artwork changes, production concerns or refund requests, please contact our Customer Service team and provide your order number together with the relevant details and supporting evidence.
