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.
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 | ⚠️ Manual evidence and remedy review |
| Shipping damage | ⚠️ Manual evidence and remedy review |
| Wrong product sent | ⚠️ Manual evidence and remedy review |
| Customer design error | ❌ |
| Change of mind | ❌ |
| Colour expectation differs | ⚠️ Subject to assessment |
Important: Personalised products (name, logo, etc.) cannot be returned.
Return Process
Record the order number and contact info@nowtoprint.com. Self-service dispute or return opening is not enabled in the current marketplace phase. If that capability is enabled later, the in-product action appears only for an order with verified payment and RFQ relationships.
- Print error
- Shipping damage
- Missing item
- Other
Operations confirms the review timing after validating the order, payment and evidence. The current pilot does not promise a fixed automated decision time.
If approved, operations records a refund-review, credit, or reprint task. The live pilot does not start automatic payment-provider refunds.
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 is not part of the live pilot. The platform collects the payment and pays the print shop after delivery, minus commission. Refunds or credits are handled manually based on order status, production stage and support review.
Amount
- A full or partial refund is a review outcome, not an automatic entitlement
- Any approved amount is reconciled against the canonical paid amount and recorded by operations
Contact
For returns and cancellations:
- Email: info@nowtoprint.com
- Subject: "Return Request - #ORDER_NO"
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