Refund policy
Last updated: May 2026
Overview
All products sold by Terrion Print Studio are custom printed and made to order. Because every item is personalised specifically for you or your customers, we are unable to accept returns or exchanges for change of mind, incorrect artwork submission, or buyer's remorse.
We take quality seriously. If your order arrives damaged or with a confirmed manufacturing defect, we will always work to put it right.
This policy is split into two sections:
- Section A covers consumer orders placed directly through our website or Etsy store
- Section B covers trade orders placed under our Trade Partnership Programme
For any returns or refund queries, please contact us at hello@terrionprintstudio.com.
Section A — Consumer Orders
Non-Returnable Items
As all of our products are personalised and made to order, we are unable to accept returns or offer refunds for:
- Change of mind
- Colour variation between screen and printed result — slight variation is inherent to the printing process and is not considered a defect
- Errors in artwork submitted by the customer, including incorrect spelling, sizing, resolution, or file format
- Low-quality prints caused by a low-resolution or unsuitable design file
- Damage caused after delivery
Damages and Defects
Please inspect your order upon receipt and contact us as soon as possible if your item arrives damaged or with a manufacturing defect.
To raise a claim, contact us at hello@terrionprintstudio.com within 14 days of your delivery confirmation with the following:
- Your order number
- A clear description of the issue
- Photographs or video clearly showing the defect or damage
Where a defect is confirmed, we may ask you to return the item to us. If so, we will provide full return instructions and a prepaid return shipping label by email. Items sent back without prior authorisation will not be accepted. We reserve the right to request additional evidence before approving a claim.
Refunds
We will notify you once we have received and inspected your returned item, and let you know whether your refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your refund, please contact us at hello@terrionprintstudio.com.
Lost Parcels
If your order has not arrived within 30 days of the expected delivery date, please contact us at hello@terrionprintstudio.com with your order number and tracking details. We will investigate with the carrier and, where a loss is confirmed, offer a reprint or refund.
Section B — Trade Orders
Trade orders are placed under a business-to-business agreement and are not subject to the Consumer Rights Act 2015. The following terms apply to all orders placed through the Terrion Trade Print Partnership .
Non-Returnable Orders
All trade orders are non-returnable and non-refundable except in the circumstances set out below.
We do not accept returns or offer refunds for:
- Change of mind
- Colour variation between screen and printed result, a slight variation is inherent to the printing process and is not considered a defect
- Errors in artwork submitted by the customer, including incorrect sizing, resolution, spelling, or file format
- Low-quality prints caused by a low-resolution or unsuitable design file
- Damage caused after delivery
Defects and Manufacturing Issues
We will offer a replacement or refund where:
- An order arrives with a confirmed manufacturing or printing defect
- An order is lost or damaged in transit
To raise a claim, contact us at hello@terrionprintstudio.com within 14 days of delivery confirmation with the following:
- Your order number
- Clear photographs or video showing the issue
Where a defect is confirmed, we may ask you to return the item to us and if so will provide return instructions by email. Items sent back without prior authorisation will not be accepted. Claims submitted without supporting photographs or video will not be accepted. We reserve the right to request additional evidence before approving a claim.
Refunds
We will notify you once we have inspected your returned item, and let you know whether your refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your refund, please contact us at hello@terrionprintstudio.com.
Lost Parcels
For POD orders shipped to your customer: if tracking confirms an order has not been delivered within 30 days of the expected delivery date, please contact us at hello@terrionprintstudio.com with the order number and tracking details. We will investigate with the carrier and file any necessary claim on your behalf. Where a loss is confirmed, we will offer a reprint or refund.
For batch orders shipped to your address: if your order has not arrived within 30 days of the expected delivery date, please contact us at hello@terrionprintstudio.com with your order number and tracking details. We will investigate with the carrier and file any necessary claim. Where a loss is confirmed, we will offer a reprint or refund.
Failed Delivery
For batch orders: if a parcel is returned to us due to an incorrect or incomplete address, we will contact you to arrange redelivery. Additional postage charges will apply. As all items are custom printed, we are unable to offer refunds where a failed delivery is the result of an incorrect address provided at the time of ordering.
For POD orders: if a parcel is returned to you, you may reship it directly. If an urgent reprint is required before the return arrives, please contact us. Where a failed delivery was due to a carrier error, we will reprint at no charge. Where a failed delivery was due to an incorrect address, a reprint will be offered at cost price.
Refused Delivery or Non-Payment of Duties
Refusing delivery, failing to pay required local taxes or customs duties, or providing incorrect shipping information may result in the parcel being returned to us or destroyed by the carrier. In these cases, no refund will be issued.
Artwork Submission
Artwork must be submitted within 7 days of your order being placed. If artwork is not received within this time, we reserve the right to cancel the order.
Cancellations
Trade orders cannot be cancelled once placed. Production may begin immediately upon artwork approval.
We reserve the right to cancel and refund any order where the submitted artwork contains content we are unable to print, including but not limited to discriminatory, hateful, or offensive material, content infringing copyright or trademark, explicit adult content, or anything unlawful under UK law.
Contact
For all returns, refund claims, or policy questions, please contact us at hello@terrionprintstudio.com.