Your statutory rights
Nothing in this policy reduces a consumer’s rights where goods are faulty, not as described or not fit for purpose, or where a service was not carried out with reasonable care and skill.
Depending on the circumstances, a legal remedy may include repair, re-performance, reprint, replacement, price reduction, rejection or refund.
Personalised and made-to-specification goods
Most printed products are manufactured to the customer’s chosen size, quantity, material, finishing, artwork or wording. The statutory 14-day change-of-mind cancellation right generally does not apply to goods made to your specification or clearly personalised.
This exception does not apply where the goods are faulty, misdescribed or otherwise fail to meet your statutory rights.
Eligible standard goods
Where a consumer buys an eligible standard, non-personalised item at a distance, they may normally cancel from the date of the contract until 14 days after receiving the goods. They then normally have a further 14 days to return them.
Tell us clearly that you are cancelling. Goods should be returned complete and handled only as reasonably necessary to inspect them. We may make a lawful deduction for diminished value caused by excessive handling.
Cancelling before production
Contact us immediately. If production has not started and no non-recoverable cost has been committed, we will normally cancel and refund the order.
For bespoke design, proofing or production work already authorised, we may charge a reasonable amount for work completed and committed materials where the law allows and the amount is explained.
Reporting a fault or transit damage
- Contact us with the order number and a clear description of the problem.
- Provide photographs showing the overall goods, the defect, affected quantities and packaging where relevant.
- Keep the goods and packaging available for inspection and do not dispose of them until we confirm the next step.
- Where only part of a batch is affected, identify or count the affected quantity as accurately as reasonably possible.
Please report visible transit damage or a production problem promptly. A short reporting request does not replace or reduce any longer statutory right that applies.
Assessment and remedy
We will compare the supplied artwork, approved proof, agreed specification, production tolerances and delivered goods. We may ask for samples to be returned at our cost where necessary to assess the issue.
If we are responsible, we will provide the remedy required by law and appropriate to the circumstances. A reprint may be the quickest remedy, but it will not be imposed where another remedy is legally required.
Refund timing and method
Approved refunds are normally returned to the original payment method. Bank-transfer refunds may require verified account details. Processing time after issue depends on the bank or payment provider.
For a valid consumer cancellation of eligible goods, we will refund the required standard outbound delivery charge. The customer normally pays return postage unless the goods are faulty, incorrect or we agree otherwise.
Business customers
Business-to-business orders do not have the consumer change-of-mind cancellation right. Business customers should inspect goods promptly and follow any reasonable claim process in the quotation, while retaining the contractual and statutory rights that apply to them.
How to contact us
Email sales@holoprint.co.uk, telephone 020 3336 0322, or write to 54 Sidcup High Street, Sidcup, England, DA14 6EH, United Kingdom. Include the order number and the outcome you are requesting.
Contact HOLO Print
Questions about this policy?
Quote the relevant order, quotation or account number where possible.