Complaints procedure

Contact us first

Email sales@holoprint.co.uk, call 020 3336 0322, visit the studio, or write to 54 Sidcup High Street, Sidcup, England, DA14 6EH, United Kingdom.

Please identify the order, quotation or account and explain what happened, when you noticed it and the outcome you are seeking.

Information that helps us investigate

• Order or quotation number and the product affected.
• Photographs of the full item, the specific issue, packaging and delivery label where relevant.
• The approved proof or artwork revision you believe is relevant.
• Affected quantities and whether any goods have been used, installed or distributed.
• Any deadline, event date or business impact that makes the matter urgent.

Our response process

We aim to acknowledge a complaint within two working days. Straightforward matters may be resolved immediately; a technical production or courier investigation may take longer.

We aim to provide a substantive response within ten working days. If we need more time, we will explain why, identify the next step and give a revised update date.

How we assess print complaints

We may review the order specification, payment, supplied artwork, proofs, approval history, preflight, production records, quality checks, retained samples, packaging and courier evidence.

We may ask you to retain or return representative samples. We will pay reasonable return costs where the goods are faulty or the return is needed for our investigation.

Possible outcomes

• An explanation or correction of information.
• Further proofing or re-performance of a service.
• A reprint, repair or replacement.
• A price reduction, credit or refund where appropriate.
• A delivery claim or another practical resolution agreed with you.

Escalation

If you disagree with the first response, reply and ask for a management review. Explain what you believe was missed and include any new evidence.

This procedure does not prevent a consumer from using statutory rights, contacting Trading Standards through the appropriate consumer-advice service, using an available card-provider remedy, or bringing a legal claim.

Privacy during a complaint

We use complaint information to investigate, respond, improve our operations, establish or defend legal claims and meet legal obligations. See our Privacy Notice for more information.