Reprints and remakes

Why the proof is the line

Printing is the one purchase where the customer supplies the product. We can control the press, the stock, the colour and the cut. We cannot know that the phone number you supplied is the old one.

So we show you exactly what will be printed, and we do not run it until you say yes. That makes the approved proof the reference point for everybody: it is what we are held to, and it is what you signed off. It costs you two minutes and it is the reason this policy can be short. Try a sample proof and see what the two minutes look like.

We remake it, free

At our cost, no argument, when:

• The delivered work does not match the proof you approved — wrong colour, wrong stock, wrong size, wrong quantity, wrong finish.
• There is a production defect — banding, misregistration, streaking, a bad cut, a cracked fold on stock we should have scored, laminate lifting.
• It arrives damaged in freight. Photograph it within 48 hours — see delivery.
• We introduced an error while fixing your file. If we touched it, we own it.
• It is materially late because of us, and being late made it useless.

Tell us within 14 days of delivery. We may ask for photographs, or for a sample back, so we can tell the press what went wrong — a remake that does not diagnose the cause tends to reproduce it.

What is not covered

Being straight about this now is better than arguing about it later:

• Errors visible in the approved proof. Spelling, phone numbers, prices, dates. We check bleed, resolution and safe area; we do not proofread.
• Colour shift from an RGB file. Presses print CMYK. Bright RGB blues and greens cannot be reproduced exactly and will print duller — see CMYK against RGB. We flag it when we see it, but a shift you were warned about is not a defect.
• Screen colour against printed colour. Monitors are backlit and mostly uncalibrated. Paper is not.
• Low-resolution artwork you asked us to run after we told you it was low. Check it first with the free resolution checker.
• Changing your mind after approval. Custom-printed work cannot be returned to stock, and Australian Consumer Law does not require a refund for change of mind.
• Normal variation — small colour differences between separate print runs, guillotine tolerance of about a millimetre, and slight variation in how stock takes ink from batch to batch. This is why bleed exists.

Reordering and colour matching

A reorder goes back to the same press that ran the original wherever possible, because that is what keeps the colour consistent. If an exact match to a previous run is critical, say so when you order and send us a printed sample — matching to a physical piece is realistic, matching to a memory is not.

Your rights are not affected

This policy sits on top of Australian Consumer Law, it does not replace it. Our goods and services come with guarantees that cannot be excluded, including that they will be of acceptable quality and fit for purpose. Where something is a major failure, you are entitled to a remedy under that law regardless of what this page says. See terms of sale.

Something wrong with a job? Talk to the desk — or start a new one at products and prices.