Refund Policy

We want you to be happy with every job. Because everything we make is printed to your own design, our refund rules are a little different from a normal shop. Here is how it works, in plain English. This policy is part of our Terms & Conditions and does not affect your legal rights.

1. Cancelling an order

• Before we start work: you can cancel and get a full refund.
• After we start work, before printing: we keep a fair amount for the work already done (such as artwork checks, setting up and materials bought) - up to 35% of the order value - and refund the rest. If our design work is already done, the design charge also applies.
• Once printing has started: the order cannot be cancelled or refunded, because the items are made for you and cannot be sold to anyone else.

To cancel, call us on 020 7377 6198 as soon as possible, then confirm by email to info@lastminute-print.co.uk with your order number.

The usual 14-day right to cancel for online shopping does not apply to personalised items made to your specification (Consumer Contracts Regulations 2013).

2. If we made a mistake

If something is our fault, we will put it right free of charge. This includes:

• a print fault, such as streaks, marks or badly cut items;
• the wrong product, size, paper or quantity compared with your order;
• items damaged before you received them.

We will reprint the job as quickly as we can, or give you a full or partial refund if a reprint is not possible or you no longer need it. If the faulty items are only part of the order, we will reprint or refund that part.

3. What we cannot refund

• Mistakes in artwork or proofs that you approved, such as spelling, phone numbers, dates or layout.
• Low-quality images or design problems in files you supplied, if you chose to go ahead after we pointed them out (or approved the proof).
• Small colour differences of around 5-10% between screen and print, between digital and litho printing, or between different print runs.
• Small differences of around 5-10% in paper or card thickness between suppliers.
• Orders that were not collected within 30 days of us telling you they were ready.
• Changing your mind after printing has started.

4. How to report a problem

• Contact us as soon as possible after you receive your order - ideally within 7 days.
• Send your order number and photos of the problem to info@lastminute-print.co.uk or by WhatsApp to 07380 438 655.
• Please keep the items. We may ask you to bring them back or send them to us so we can check them.

5. How refunds are paid

• We refund to the same card or payment method you used, within 14 days of agreeing the refund.
• Your bank may take a few extra days to show the money in your account.
• For deposits on quoted jobs, the same rules above apply to the amount you have paid.

6. Courier delivery charges

If we refund an order because of our mistake, we also refund the delivery charge. Delivery charges are not refunded if a delivery failed because the address was wrong or nobody was available to receive it.

7. Your legal rights

If you are a consumer, you have legal rights under the Consumer Rights Act 2015 if goods are faulty, not as described or not of satisfactory quality. Nothing in this policy affects those rights. For advice, you can contact Citizens Advice on 0808 223 1133.