Refund policy
Returns & Refund Policy
Last updated: 14 September 2026
This Returns & Refund Policy explains your rights when purchasing from Printora Limited, trading as Printora, and how to request a return, exchange or refund.
We operate a 14-day return and cancellation policy for eligible non-personalised products purchased online.
Nothing in this policy restricts or removes any statutory rights you have under UK consumer law.
1. 14-Day Returns Policy
For eligible non-personalised goods purchased online, you have 14 days from the day you receive your order to tell us that you wish to cancel and return it.
Once you have notified us of your decision to cancel, you should return the goods to us within 14 days.
You do not need to give us a reason for cancelling an eligible order within this period.
To request a return, please contact: orders@printora.co.uk
Please include your order number and the item or items you wish to return.
2. Condition of Returned Items
You may inspect and try on an item in the same way you reasonably would in a shop.
Where possible, returned products should be:
- unworn other than for reasonable inspection or trying on;
- unused;
- clean and in a resalable condition;
- returned with any original tags still attached where applicable; and
- returned with the original packaging where reasonably possible.
You should also provide your order number or other proof of purchase.
If an item has been handled beyond what would reasonably be necessary to establish its nature, characteristics and fit, we may be entitled to make an appropriate deduction from the refund to reflect any reduction in value, where permitted by law.
3. How to Return an Item
Please contact us before sending a return so that we can provide the appropriate return instructions.
Approved returns should be sent to:
Returns Department
Printora Limited
Unit 27a Roman Way
Coleshill
Birmingham
England
B46 1HQ
United Kingdom
Email:
orders@printora.co.uk
Telephone:
01675 432 149
We strongly recommend using a tracked postal service and retaining proof of postage until your return has been completed.
4. Return Postage
For ordinary change-of-mind returns, you are responsible for the cost of returning the goods to us unless we have specifically agreed otherwise.
If the product is faulty, damaged, incorrect or not as described, we will deal with reasonable return costs in accordance with your statutory rights.
Please contact us before returning a faulty or incorrect product so that we can provide the appropriate instructions.
5. Personalised and Custom-Made Products
Products which have been made to your specifications or clearly personalised are generally not eligible for change-of-mind returns or cancellation.
This includes products personalised with customer-requested:
- names;
- numbers;
- initials;
- custom wording;
- photographs;
- logos;
- artwork; or
- other bespoke design instructions.
Please carefully check all personalisation details, colours, sizes and other selections before placing your order.
We cannot normally accept a change-of-mind return simply because the wrong size, colour, wording or other personalised option was selected by the customer.
This does not affect your statutory rights if a personalised item is faulty, damaged, not as described or has been produced incorrectly by us.
6. Faulty, Damaged or Incorrect Items
Please inspect your order when it arrives.
If an item is faulty, damaged, incorrect, misdescribed or has been personalised incorrectly by us, please contact us as soon as reasonably possible at: orders@printora.co.uk
Where possible, please provide:
- your order number;
- a description of the problem;
- clear photographs of the item;
- photographs of any damaged packaging where relevant; and
- any other information reasonably needed to investigate the issue.
We ask that visibly damaged deliveries are reported to us within 48 hours wherever reasonably possible, because prompt notification gives us the best opportunity to investigate the issue with the courier.
Reporting a problem after 48 hours does not automatically remove or restrict any statutory rights you may have.
Depending on the circumstances and your legal rights, the appropriate remedy may include a repair, replacement, price reduction or refund.
7. Incorrect Size or Colour
For eligible non-personalised products, you may use your 14-day cancellation right if you change your mind about the size or colour, subject to the conditions in this policy.
Personalised and custom-made products are normally excluded from change-of-mind returns, including where the customer selected the wrong size or colour.
If we supplied a different size, colour or product from the one ordered, please contact us and we will arrange an appropriate remedy.
8. Sale and Discounted Items
Sale, promotional and discounted products have the same statutory consumer rights as products purchased at full price.
Eligible non-personalised sale products purchased online may therefore still qualify for the 14-day cancellation right.
Personalised or otherwise exempt products remain subject to the relevant exclusions even where they were purchased during a promotion or sale.
9. Exchanges
If you would like a different size, colour or product, please contact us first.
In most cases, the quickest way to exchange an eligible item is to return the original product and place a new order for the replacement item.
Personalised or custom-made products cannot normally be exchanged simply because you have changed your mind or selected the wrong option.
10. Refunds for Change-of-Mind Returns
Once your return has been received, we will inspect it and confirm when your refund has been processed.
Where you are exercising your statutory cancellation right, we will make the refund within the timeframe required by UK law.
For returned goods, this will normally be no later than 14 days after we receive the goods back or after you provide satisfactory evidence that they have been returned, where applicable.
We aim to process approved refunds sooner wherever possible.
Refunds will normally be made to the same payment method used for the original purchase unless otherwise agreed.
Your bank, card provider or payment service may take additional time to show the refund in your account after we have processed it.
11. Original Delivery Charges
Where you cancel an eligible online order in full under your statutory cancellation right, we will refund the cost of our standard delivery service where required by law.
If you chose a more expensive or enhanced delivery service, such as an upgraded or express option, we are not required to refund the additional amount above the cost of our least expensive standard delivery option.
Original delivery charges may not be refundable where only part of an order is returned, unless required by law or agreed otherwise.
12. Digital Products and Digital Services
Some Printora products or services may involve digital artwork, digital files, downloads or digital design services.
Different cancellation rules may apply to digital content.
Where you expressly request that digital content is supplied during the normal cancellation period and acknowledge that your cancellation right will be lost once supply begins, you may lose the right to cancel once the digital content has been supplied.
This does not affect your statutory rights where digital content is faulty or does not conform to the contract.
13. Gift Cards
Gift cards cannot be exchanged for cash once redeemed.
Any applicable statutory cancellation or refund rights relating to an unused gift card remain unaffected.
14. Items Sent Back Without Contacting Us
Please contact us before returning an item.
Sending an item back without providing sufficient information may delay our ability to identify your order and process the return.
Where you have a statutory right to return goods, failing to contact us using a particular form or process will not by itself remove that legal right, provided you have clearly exercised your right to cancel within the applicable period.
15. Contact Us
If you have any questions about a return, refund, exchange or faulty item, please contact:
Printora Limited
Trading as Printora
Unit 27a Roman Way
Coleshill
Birmingham
England
B46 1HQ
United Kingdom
Company number: 16047897
Email:
orders@printora.co.uk
Telephone:
01675 432 149
Nothing in this Returns & Refund Policy is intended to exclude, restrict or replace any statutory rights that you have under applicable UK consumer law.