Cancellation & Refund Policy

1. Overview

At The Prints Plus, we take pride in producing high-quality custom-printed products including wallpapers, wall murals, canvas prints, banners, and signage. Because the majority of our products are manufactured to your specific requirements -- custom sizes, designs, and materials -- our cancellation and refund policies reflect the bespoke nature of our business. This policy outlines the circumstances under which cancellations and refunds are permitted, the process for requesting them, and the timelines involved.

2. Order Cancellation

2.1 Standard Products (Non-Customised)

For standard, non-personalised products ordered from our ready-made catalogue, you may cancel your order within 2 hours of placing it, provided the order has not already been packed or dispatched. To cancel, contact our support team immediately at support@theprintsplus.com or call +91 84888 52752 with your order number.

If the 2-hour window has passed but the order has not yet been dispatched, we will make reasonable efforts to accommodate your cancellation request, but it cannot be guaranteed. Once an order has been dispatched, it cannot be cancelled -- you may instead initiate a return after delivery (see our Return Policy).

2.2 Custom / Personalised Orders

Custom orders -- including orders with your uploaded designs, custom dimensions, or personalised text -- are non-cancellable once production has started. Production typically begins within 1-2 hours of design approval or order confirmation (whichever applies). Because custom products are manufactured exclusively for you and cannot be resold or repurposed, no refund is available for production-started custom orders.

If you wish to cancel a custom order before production begins, contact us immediately. We will verify the production status and process the cancellation if the order has not yet entered manufacturing.

3. Refund Eligibility

Refunds are available in the following circumstances:

• Manufacturing Defects: If the product you receive has a clear manufacturing defect -- such as incorrect colours (beyond the standard +/-5% tolerance), misaligned printing, material damage during production, or incorrect dimensions that do not match the confirmed order specifications -- you are entitled to a full refund or free replacement at your choice.
• Damaged in Transit: If the product arrives damaged due to shipping or handling, you are entitled to a full refund or replacement. You must report shipping damage at the time of delivery or within 48 hours (see Section 4 below).
• Wrong Product Delivered: If we deliver a product that does not match your confirmed order (wrong design, wrong product type, wrong material), you are entitled to a full refund or the correct product at no additional cost.
• Cancelled Standard Orders: If a standard order is successfully cancelled within the 2-hour window before dispatch, a full refund is issued.

3.1 Partial Refunds

In cases where a custom order cancellation is requested after production has partially started but before completion, we may offer a partial refund at our discretion. The refund amount will be calculated by deducting the cost of materials already consumed and labour already performed. The exact amount will be communicated to you before the partial refund is processed, and you will have the option to accept or proceed with the order instead.

4. Defect and Damage Claims

To file a claim for a defective or damaged product, you must report the issue within 48 hours of delivery. Claims submitted after 48 hours may not be eligible for a refund or replacement.

To submit a claim, follow these steps:

1. Email support@theprintsplus.com with the subject line "Defect Claim - Order #[your order number]".
2. Include your order number, a description of the issue, and clear photographs showing the defect or damage. For shipping damage, include photos of the outer packaging as well.
3. Our quality team will review your claim within 24 hours and respond with a resolution -- either a replacement, refund, or request for additional information.

We may request that you return the defective product for inspection before processing certain claims. In such cases, we will arrange a reverse pickup at no cost to you.

5. Non-Refundable Situations

Refunds are not available in the following situations:

• Change of Mind: We do not offer refunds for custom products because you changed your mind, no longer need the product, or found an alternative.
• Artwork Errors Approved by Customer: If the final product matches the design proof you approved, we are not responsible for errors present in your original artwork (e.g., typos, incorrect logos, wrong colour specifications).
• Minor Colour Variation: Slight colour differences (+/-5%) between your screen and the printed product are inherent to the printing process and are not considered defects.
• Late Claims: Claims reported after the 48-hour window will not be eligible for refund or replacement.
• Improper Installation Damage: Products damaged during installation by the customer or a third-party installer not arranged through The Prints Plus.

6. Refund Timeline and Method

Once a refund is approved, the amount will be credited back to your original payment method within 5-7 working days. The exact timeline depends on your bank or payment provider:

• UPI / Wallets: Typically 1-2 working days.
• Debit / Credit Cards: 5-7 working days (may take up to 10 days depending on the card issuer).
• Net Banking: 3-5 working days.
• COD Orders: Refund via bank transfer (NEFT/IMPS) to the bank account details you provide. Processed within 5-7 working days after account details are confirmed.

All refunds are processed through Razorpay, our payment gateway partner. You will receive a confirmation email once the refund is initiated, along with a Razorpay transaction reference for your records.

7. Contact Us

If you have any questions about our Cancellation and Refund Policy, or need to submit a cancellation or refund request, please contact us: