Returns, Refunds and Cancellation Policy

Last updated: 4 August 2026

This policy applies to orders placed with:

Inkcognito Printing Ltd
Company number: 17089510
VAT number: GB 516 693 568
Unit Mo33, Maesbury Road
Oswestry
England
SY10 8GA

Email: inkcognitoprint@gmail.com

1. Business-to-business orders

Our dropshipping service is intended for businesses, retailers and other customers purchasing products for resale or commercial purposes.

By placing an order through our dropshipping website, you confirm that you are acting in the course of a business and not as an individual consumer.

Business customers do not automatically have a right to return goods simply because they have changed their mind. However, nothing in this policy excludes any rights or remedies that cannot legally be excluded.

2. Checking order details

You are responsible for checking all information before submitting an order, including:

• Product design

• Size and product variation

• Quantity

• Customer name

• Delivery address

• Personalised wording

• Uploaded artwork

• Spelling and punctuation

Orders may be sent into production shortly after they are received. Once production has started, we may be unable to change or cancel the order.

We are not responsible for errors contained in information, wording, addresses or artwork supplied or approved by you.

3. Cancelling or changing an order

To request a cancellation or amendment, contact us as soon as possible at inkcognitoprint@gmail.com, quoting your order number.

A cancellation or change is only confirmed when we have confirmed it in writing.

Orders cannot normally be cancelled or amended once:

• The order has entered production

• The product has been printed or manufactured

• A personalised product has been prepared

• A delivery label has been purchased

• The order has been dispatched

Where work or costs have already been incurred, we may deduct those reasonable costs from any refund.

4. Personalised and made-to-order products

Many of our products are printed, personalised or manufactured specifically for each order.

Personalised, bespoke and made-to-order products cannot be returned or refunded because your customer has changed their mind, ordered the wrong size or no longer wants the item.

This does not affect claims relating to products that are faulty, damaged, incorrectly produced or materially different from the order placed.

5. Damaged, faulty or incorrect products

You must inspect the order, or ask your customer to inspect it, as soon as reasonably possible after delivery.

Any damage, fault, shortage or incorrect item must be reported to us within 7 calendar days of delivery.

Please provide:

• Your order number

• The customer’s name

• A description of the problem

• Clear photographs of the product

• Photographs of the outer packaging

• Photographs of the delivery label

• Details of which item or quantity is affected

Please do not dispose of the product or packaging until we have reviewed the claim.

We may ask for the product to be returned or for additional photographs before approving a replacement, credit or refund.

Where we confirm that an item was damaged, faulty or incorrectly produced by us, we will normally offer one of the following remedies:

• A replacement product

• Reprinting of the affected item

• Account credit

• A refund for the affected item

The appropriate remedy will depend on the circumstances of the claim.

We will cover reasonable return costs where we have confirmed that a return is required because of our error or a manufacturing fault.

6. Minor variations

Product colours may appear slightly different depending on screen settings, printing processes, materials and production batches.

Minor differences in colour, positioning, finish, dimensions or appearance that are normal within the printing or manufacturing process will not normally be treated as faults.

Because products are manufactured individually, dimensions may be subject to small production tolerances.

7. Delivery damage

Where a parcel appears damaged when delivered, the recipient should photograph the packaging before opening it.

Damage must be reported within 7 calendar days of delivery, together with photographs of:

• The damaged packaging

• The damaged product

• The delivery label

• Any internal packaging

Claims made without suitable photographs may be rejected where we are unable to verify the damage or make a claim against the delivery provider.

8. Missing or incomplete orders

If an order arrives with products missing, you must report the shortage within 7 calendar days of delivery.

Please retain all packaging and provide photographs showing:

• The products received

• The packaging

• The delivery label

• Any packing documentation

We will check our production and dispatch records before approving a replacement, credit or refund.

9. Parcels shown as delivered

When tracking shows that a parcel has been delivered, you or your customer should first check:

• Around the delivery property

• Any nominated safe place

• With neighbours

• With reception or building staff

• With other members of the household or business

You must notify us promptly if the parcel still cannot be located.

We may need to open an investigation with the delivery provider. The recipient may be required to complete a denial-of-receipt declaration or provide additional information.

A refund or replacement will not automatically be issued while a delivery investigation is ongoing.

10. Delayed or lost parcels

Delivery dates and times are estimates unless we have expressly agreed to a guaranteed service in writing.

We cannot treat a parcel as lost until the delivery provider’s required waiting period has passed.

If a parcel has not arrived within the expected delivery period, contact us with the order number. We will review the tracking information and, where appropriate, raise an investigation with the delivery provider.

Once a parcel has been confirmed as lost, we will normally arrange a replacement, account credit or refund for the affected order.

We are not responsible for losses caused by delays outside our reasonable control, but this does not affect any liability that cannot legally be excluded.

11. Incorrect or incomplete addresses

You are responsible for supplying a complete and accurate delivery address.

We are not responsible for failed delivery, delay or loss caused by:

• An incorrect address

• An incomplete address

• An incorrect postcode

• A missing flat, unit or house number

• An incorrect customer name

• The recipient refusing the parcel

• The recipient failing to collect or rearrange delivery

If a parcel is returned to us because the address supplied was incorrect or incomplete, you may be required to pay the cost of redelivery.

Personalised or made-to-order goods returned because of an address error will not normally be refunded.

12. Unwanted products and customer change of mind

Because this is a business-to-business dropshipping service, we do not normally accept returns where you or your customer:

• Changes their mind

• Orders the wrong size

• Selects the wrong design

• Supplies incorrect personalised wording

• No longer requires the item

• Does not like the product after delivery

• Finds the item unsuitable for reasons not caused by a fault or inaccurate description

You are responsible for setting and managing the returns policy offered to your own customers.

Accepting a return from your customer does not automatically mean that Inkcognito Printing Ltd is required to accept the same return or reimburse you.

13. Approved returns

Products must not be returned without our prior written authorisation.

Where a return is approved, we will provide return instructions. Unless the product is faulty or we supplied the incorrect item, you will be responsible for:

• Return postage

• Suitable protective packaging

• The risk of loss or damage during return delivery

We recommend using a tracked service and retaining proof of postage.

Unauthorised returns may be refused or returned to the sender.

14. Condition of returned products

Approved non-faulty returns must be:

• Unused

• Unaltered

• In a resaleable condition

• Securely packaged

• Returned with any original protective packaging

We may reduce or refuse a refund where a returned product has been used, damaged, altered or inadequately packaged.

15. Refund processing

Approved refunds will normally be made to the original payment method.

We aim to process approved refunds within 14 calendar days after:

• Receiving and inspecting the returned product; or

• Confirming that no return is required

Banking and payment providers may take additional time to show the refund in your account.

Refunds are limited to the affected products and any delivery charges that we have expressly agreed to refund.

16. Consequential losses

To the fullest extent permitted by law, we will not be responsible for indirect or consequential business losses, including:

• Loss of profit

• Loss of sales

• Loss of customers

• Marketplace penalties

• Advertising costs

• Compensation voluntarily offered to your customer

• Loss arising from your own delivery promises

• Reputational loss

Our total liability relating to an order will not normally exceed the amount paid to us for the affected order, except where liability cannot legally be limited or excluded.

17. Your responsibilities as the retailer

You remain the seller to your customer and are responsible for:

• Your customer service

• Your own website or marketplace policies

• Complying with consumer legislation applicable to your sale

• Communicating with your customer

• Verifying delivery details

• Reviewing artwork and personalisation

• Deciding whether to refund your customer

• Ensuring that product information used in your listings is accurate

Any consumer rights your customer has are normally exercised against you as the retailer. You may then make a separate claim against us where the issue resulted from a confirmed manufacturing, printing or fulfilment error by Inkcognito Printing Ltd.

18. How to make a claim

Email inkcognitoprint@gmail.com and include:

• Your order number

• Customer name

• Delivery postcode

• Product affected

• Description of the issue

• Relevant photographs

• The remedy you are requesting

We will review the information and contact you if further evidence is required.

19. Statutory rights

Nothing in this policy excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Business customers retain applicable implied rights relating to goods being as described, of satisfactory quality and fit for an agreed purpose, subject to the terms of the contract and applicable law.

20. Changes to this policy

We may update this policy periodically. The policy in force when an order is placed will apply to that order.