Returns and Cancellations
Information on order cancellation, amendments and return conditions.
Returns and Cancellations
Information on order cancellation, amendments and return conditions.
Cancellation Conditions
When Can an Order Be Cancelled?
| Status | Cancellation |
|---|---|
| Awaiting confirmation | ✅ Free cancellation |
| File review | ✅ Free cancellation |
| Confirmed (pre-production) | ✅ Free cancellation |
| In Production | ❌ Cannot be cancelled |
| Shipped | ❌ Cannot be cancelled |
Order Cancellation
Open the My Orders section from the Dashboard.
Click the order you wish to cancel.
Click the Cancel Order button.
Select the cancellation reason and confirm.
After Cancellation
- Refund or credit handling is reviewed manually by the operations team
- Confirmation email is sent
Amendment Request
What Can Be Changed
| Amendment | Pre-Production | In Production |
|---|---|---|
| Increase quantity | ✅ | ❌ |
| Decrease quantity | ✅ | ❌ |
| Design change | ✅ | ❌ |
| Paper type | ✅ | ❌ |
| Delivery address | ✅ | ✅ Before dispatch |
How to Request an Amendment
- Contact the support team: info@nowtoprint.com
- State your order number
- Describe the requested change
- You will be informed if there is a price difference
Return Conditions
Returnable Situations
| Situation | Return |
|---|---|
| Print error (our fault) | ✅ Full refund / reprint |
| Shipping damage | ✅ Full refund / reprint |
| Wrong product sent | ✅ Full refund / reprint |
| Customer design error | ❌ |
| Change of mind | ❌ |
| Colour expectation differs | ⚠️ Subject to assessment |
Important: Personalised products (name, logo, etc.) cannot be returned.
Return Process
Click My Orders → Order Detail → Return Request button.
- Print error
- Shipping damage
- Missing item
- Other
Upload photos showing the issue.
Your request will be assessed within 24–48 hours.
If approved, a refund or reprint will be arranged.
Damaged Shipment
If damage is found at the time of delivery:
- At the time of delivery, ask the courier to record a damage report
- Photograph the damage
- Notify us within 24 hours
Important: Damage reports cannot be filed without a courier damage record.
Refunds
Timeframe
| Payment Method | Refund Period |
|---|---|
| Bank Transfer / EFT | Manual review after operations approval |
| Open account | Reconciliation or credit note process |
| Proforma / invoice | Manual finance review |
Card payment and escrow are not included in the live pilot. Refunds or credits are handled manually based on order status, production stage and support review.
Amount
- Full refund: Product + shipping
- Partial refund: Affected item(s) only
Contact
For returns and cancellations:
- Email: info@nowtoprint.com
- Subject: "Return Request - #ORDER_NO"
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