Return Policy

1. Overview

At The Prints Plus, customer satisfaction is our priority. While the custom nature of our products means that not all items are eligible for return, we stand behind the quality of our work. This Return Policy explains which products can be returned, the conditions that apply, the process for initiating a return, and how we handle reverse logistics. Please read this policy carefully before placing your order.

2. Returnable Items

Returns are accepted only for non-personalised, standard catalogue products that have a manufacturing defect. To be eligible for a return, the following conditions must be met:

• The product must have a verifiable manufacturing defect -- such as incorrect colours, misaligned printing, material damage from production, or dimensions that do not match the order specifications.
• The return request must be submitted within 7 days of delivery.
• The product must be unused, uninstalled, and in its original packaging.
• You must provide photographic evidence of the defect as part of your return request.

3. Non-Returnable Items

The following categories of products are not eligible for return under any circumstances:

• Custom Printed Products: Any product manufactured with your uploaded design, personalised text, or custom specifications. Since these items are produced exclusively for you, they cannot be restocked or resold.
• Opened or Installed Wallpaper: Wallpaper rolls that have been unrolled beyond inspection, partially applied, or fully installed. Once wallpaper adhesive backing is exposed or the product is applied to a surface, it cannot be returned.
• Cut-to-Size Items: Products that have been cut to custom dimensions, including custom-size wall murals, banners, stickers, and canvas prints. These are manufactured to your exact measurements and cannot be reused.
• Products Damaged by Customer: Items that have been damaged due to improper handling, storage, or installation by the customer or a third-party installer not engaged through The Prints Plus.
• Items Reported After 7 Days: Return requests submitted after the 7-day window from the date of delivery will not be accepted.
• Colour Fading Over Time: Gradual colour fading caused by direct sunlight, moisture, or cleaning chemicals is natural for any printed product and is not a manufacturing defect. It is not eligible for return or refund; verified fade issues under normal indoor use within 3 years are handled under our Colour Warranty instead.
• Screen-to-Print Colour Variation: Minor differences between the colour on your device screen and the printed product are inherent to printing and are not a defect. We provide a free design proof before printing so you can approve colours in advance.

4. Return Process

To initiate a return for an eligible product, follow these steps:

1. Contact Us: Email support@theprintsplus.com with the subject line "Return Request - Order #[your order number]". Include your order number, a brief description of the defect, and clear photographs showing the issue.
2. Assessment (Within 24 Hours): Our quality assurance team will review your submission and respond within 24 hours with a decision. We may request additional photographs or information if needed.
3. Approval and Resolution: If your return is approved, we will offer you the choice of a free replacement of the same product or a full refund to your original payment method. You will receive a confirmation email with the details of the approved resolution.
4. Reverse Pickup: For approved returns, we will arrange a reverse logistics pickup from your address at no cost to you. Our courier partner will contact you to schedule a convenient pickup time. Please repack the product securely in its original packaging for the pickup.

Refunds for approved returns are processed within 5-7 working days after we receive and inspect the returned product at our facility. Replacement products are dispatched within 3-5 working days after the return is received.

5. Reverse Logistics

For all approved returns, The Prints Plus arranges and bears the cost of reverse shipping. You do not need to ship the product back yourself or pay any return shipping charges. Our logistics partner (through Shiprocket) will schedule a pickup at your registered delivery address. If the pickup cannot be completed due to the product not being ready, incorrect address, or recipient unavailability after two attempts, the return may be cancelled.

Please ensure the product is securely packed before the pickup. Products returned in a damaged state (beyond the reported defect) due to inadequate packaging during return transit may not qualify for a full refund.

6. Exchanges

We do not offer direct exchanges. If you wish to receive a different product, please initiate a return for the original item (if eligible) and place a new order for the desired product. If the return is approved, the refund from the original order will be processed independently from the new order.

7. Contact Us

For any return-related questions, please contact us: