Refund policy

Last Updated: 17 October, 2026

This Return & Refund Policy explains when you can ask us to reprint, replace, or refund an Order, how to make a claim, how cancellations work, and how refunds are paid. It applies to Orders placed with FZN Printing Co. and should be read together with our Terms of Service (in particular Sections 7, 9, 10, 12, 13, and 14), our Shipping Policy, and our Privacy Policy. Capitalised terms that are not defined here have the meanings given in our Terms of Service.

Nothing in this policy limits any right or remedy that you have under applicable law, including consumer protection law.

1. Summary

This summary is for convenience. The full policy below governs.

  • Nearly all of our products are Custom Products made specifically for you. We generally cannot accept a return where you change your mind, no longer need the product, change a design preference after approval, or approved Artwork that contains an error.
  • We will put things right if your Order has a Manufacturing Defect, is damaged in transit, is materially different from your confirmed Order or approved Proof, is lost, or is materially late.
  • Report a problem within 3 Business Days of delivery, quoting your Order number and sending photos.
  • Approved refunds are paid to your original payment method, and we process them within 7 Business Days of approval.
  • You can usually cancel an Order before production begins. After that, cancellation is generally not possible.

2. Problems We Will Put Right

You may make a claim if:

  • Manufacturing Defect: the product has a Manufacturing Defect, meaning a material fault in the printing, finishing, or manufacture that is attributable to our production process;
  • Transit damage: the product was damaged before it was delivered to you;
  • Material mismatch: the delivered product is materially different from your confirmed Order specifications or your approved Proof, for example in size, material, finish, or quantity beyond any stated tolerance;
  • Wrong or missing items: you received the wrong item, or part of your Order is missing;
  • Lost shipment: your Order was lost in transit;
  • Late delivery: your Order was delivered materially later than the delivery schedule stated for it (see Section 9); or
  • Legal rights: applicable law gives you a right to a remedy in your situation.

3. What We Cannot Accept for Return or Refund

Subject to your statutory rights, we generally cannot accept a return, reprint, or refund where:

  • Change of mind: you changed your mind, no longer need the product, or want a different design after approving the Proof.
  • Errors in approved Artwork: the error was already present in Artwork you supplied or in the Proof you approved, such as spelling, names, contact information, QR codes, barcodes, missing information, layout, positioning, or colour choices, as set out in Section 7.3 of our Terms of Service.
  • Normal printing variations: the difference is a normal variation described in Section 9 of our Terms of Service, such as differences between screen colours and print, minor trimming or alignment variations, differences in materials and finishes, a delivered quantity within the stated tolerance, or minor differences between a reprint and the original production.
  • Damage after delivery: the damage was caused after delivery by misuse, mishandling, or poor storage.
  • Incorrect delivery information: delivery failed because of incorrect or incomplete delivery information that you supplied (see Section 10).

4. How to Make a Claim

  1. Inspect your Order as soon as possible after it is delivered.
  2. Contact us within 3 Business Days of delivery using the details in Section 12, quoting your Order number.
  3. Send us clear photographs of the product and the packaging (including the shipping label) and a description of the issue. An unboxing video also helps if you have one, but it is not required.
  4. Keep the original packaging and the products until we have reviewed your claim, because we may need them for inspection or verification.

If you contact us after the 3 Business Days, we will still consider your claim where there is a good reason for the delay, such as a defect that could not reasonably have been found earlier. Your statutory rights are not affected.

5. How We Review Your Claim

  • We will acknowledge your claim within 48 hours of receiving it.
  • We aim to decide within 3 Business Days of receiving complete information. We may ask for more photographs or other details, or ask you to send the product to us for inspection. If we ask for the product, we will tell you how to send it and will cover the reasonable cost of sending it if your claim is upheld.
  • We will tell you our decision by email or WhatsApp. If we cannot accept your claim, we will explain why.

6. Remedies

If your claim is upheld, we will offer a remedy that fits the issue and is in line with applicable law:

  • Reprint or replacement, where the problem can be corrected by producing the affected items again within a reasonable time. We do not charge you for the reprint or replacement or for shipping it to you.
  • Refund of the amount you paid for the affected items, in full or in part, where a reprint or replacement is not possible or reasonable, or where the law entitles you to a refund.
  • Where only part of your Order is affected, the remedy applies to that part.

Remedies are subject to Section 19 of our Terms of Service. A refund will not exceed the amount you paid for the affected product or service, unless applicable law requires otherwise.

7. Cancelling an Order

7.1 Before production begins

You may request cancellation before production begins by contacting us with your Order number. We will confirm whether cancellation is possible and what amount, if any, is refundable.

We may retain only the cost of design work already performed at your request and non-recoverable third-party costs that were reasonably incurred, and only to the extent permitted by applicable law and communicated to you before that work or cost was incurred. We do not charge any other cancellation fee.

7.2 After production begins

Once production has begun, cancellation is generally not possible because the product is being made for your Order. If we agree to cancel, any amount we retain will be limited to the work completed and reasonable, non-recoverable costs directly related to your Order.

7.3 Cancellation by us

We may cancel an Order in the circumstances described in Section 13.3 of our Terms of Service. If we cancel an Order after receiving payment, we will notify you and refund the amount paid for it in line with applicable law. We do not charge you a cancellation fee when we cancel an Order.

8. Refunds

8.1 When refunds are paid

We refund the amount paid for an Order, or the affected part of it, when:

  • we approve a claim for which a refund is the appropriate remedy;
  • we accept your cancellation request;
  • we decline or cancel an Order after receiving payment;
  • we identify a material pricing or listing error before production and you do not agree to proceed on the corrected terms;
  • a refund is due for late delivery (see Section 9); or
  • you were charged twice or charged for an Order that was not created (see Section 11).

8.2 Refund method

Refunds are paid to the original payment method used for the Order, through our payment service provider. If the original method is no longer available, for example because a card or account has been closed, contact us and we will agree an alternative with you after reasonable verification.

8.3 Refund timing

We process approved refunds within 7 Business Days of approval or, for cancellations, of confirming the cancellation. Your bank, card issuer, or wallet provider may take additional time to show the credit. If you have not received your refund within 7 Business Days after we confirm that it has been processed, contact us with your Order number and we will give you the refund reference to share with your bank.

8.4 What is refunded

  • We refund the amount you actually paid for the refunded items, including the taxes paid on them.
  • Shipping charges are refunded where the refund results from our error, such as a Manufacturing Defect, transit damage, a material mismatch, or a lost shipment, or where the Order is cancelled before it is dispatched.
  • Discounts and promotional offers have no cash value, as set out in Section 5.4 of our Terms of Service, so we refund the amount you actually paid and not the value of the discount.

8.5 GST invoices

Where a GST invoice has already been issued for an amount that we refund, we will issue a corresponding credit note as required by law.

9. Late Delivery

Section 10 of our Terms of Service explains that estimated production and delivery times are estimates, and that your rights under applicable law continue to apply where an Order is delivered materially later than the delivery schedule stated for it, unless the delay results from an event described in Section 21 of the Terms.

If your Order is materially late, contact us with your Order number. If the Order has not been delivered, you may ask us to cancel it and refund the amount paid. If it has been delivered late, we will review your request in line with applicable law and offer an appropriate remedy, which may include a refund of all or part of the amount paid.

10. Failed Delivery and Lost Shipments

  • Incorrect delivery information: as set out in Section 11 of our Terms of Service, we are not responsible for delays, failed deliveries, additional shipping charges, or returned shipments that result from incorrect or incomplete delivery information you supplied. If a shipment comes back to us for that reason, we can send it again once you confirm the correct details and agree to any reasonable additional shipping cost, which we will tell you before we re-dispatch it.
  • Lost in transit: if your Order is lost in transit and this is not caused by incorrect delivery information, we will reprint and ship it again at no extra cost to you, or refund the amount paid.

11. Failed or Duplicate Payments

If money was taken from your account but your Order was not created, or you were charged more than once for the same Order, contact us with your Order number if you have one, the payment date, and the transaction reference. After we verify the payment, we will refund the extra or unconfirmed amount to the original payment method. Banks and payment providers may also reverse failed transactions automatically on their own timelines.

12. Questions and Complaints

For claims, cancellations, and refund questions, contact our customer care team:

  • Email: support@fznprint.com
  • Hours: Monday through Saturday, 9am to 5pm, excluding public holidays observed by FZN Printing Co.

If you are not satisfied with our response, you can contact our Grievance Officer, whose details are in our Legal Notice. We acknowledge consumer complaints within 48 hours and work to resolve them within 30 days of receiving them. You may also contact the National Consumer Helpline (1915) or approach a consumer commission under the Consumer Protection Act, 2019.

13. Changes to This Policy

We may update this Return & Refund Policy from time to time. The updated version will be published on our website with a revised “Last Updated” date. Changes apply to Orders placed after the revised policy takes effect, unless applicable law requires otherwise.