Custom goods are not returnable
Every product we print is made to your artwork, size, and material. It has no resale value to anyone else, so we cannot accept returns or offer change-of-mind refunds on produced goods. This is standard for custom manufacturing.
We print the proof you approved
Before production we send a digital proof through a private review link. Approving it confirms spelling, layout, dimensions, colors, and content. If something you approved on the proof is printed as approved, that is not a defect and it is not eligible for a free reprint. If you spot a mistake, use Request changes on the proof page instead of approving — that is free and unlimited before production starts.
When we reprint or refund — defects and damage
We reprint at no charge, or refund, if:
- The printed piece does not match the approved proof (wrong size, wrong file, wrong material, wrong finishing).
- There is a production defect — banding, misregistration, laminate bubbling or lifting, bad cut path, delamination.
- The goods arrive damaged in transit.
We choose reprint or refund based on your timeline. If your event has already passed or a reprint can't arrive in time, we refund. Otherwise a rushed reprint is usually the faster fix. Either way you don't pay twice.
How to report a problem
Email hello@platypusprinting.com within 5 business days of delivery or pickup with your order number and photos of the issue (and the shipping box, for transit damage). Please don't discard the packaging until the claim is resolved — carriers require it. We respond within one business day.
What isn't covered
- Typos, layout, or content errors present in the approved proof.
- Low-resolution or incorrectly sized artwork you chose to approve past a preflight warning.
- Slight color variation from your monitor. We calibrate our presses but do not offer Pantone matching or color-managed contract proofs.
- Carrier transit delays. Turnaround is production time; transit is controlled by the carrier and is separate.
- Missed rush windows. Rush prioritizes your job in the queue but is not a guaranteed delivery date — if we can't hit it, we contact you before charging rush.
- Damage from installation, removal, weather, or use outside the material's rating (for example, floor vinyl applied to an unprepared or unsuitable surface).
Cancellations
You can cancel free of charge any time before you approve your proof. Because nothing is charged until proof approval, cancelling before then simply releases the card authorization — there is nothing to refund.
Once production has started, the order cannot be cancelled: the material is already printed and cut to your job. If you need to stop a job, email us immediately and we'll tell you honestly where it is on the floor.
How refunds are issued
Approved refunds go back to the original payment method through Shopify, typically within 5–10 business days depending on your bank. Shipping charges are refunded when the whole order is refunded or when the fault is ours.
Related: terms of service, privacy policy, FAQ.