Return & Refund Policy

Introduction

At Awan Prints, we are committed to producing high-quality custom printed products and providing dependable customer service. We carefully prepare, print, cut, finish, inspect, and package orders according to the specifications approved or provided by our customers.

Because many of our products are customized, personalized, made to order, or produced according to customer-supplied artwork and specifications, different return and cancellation conditions may apply compared with standard non-customized products.

This Return & Refund Policy explains the circumstances in which returns, replacements, cancellations, exchanges, credits, or refunds may be available.

By placing an order with Awan Prints, you acknowledge and agree to the terms described in this policy, subject to any rights that cannot legally be excluded under applicable consumer protection laws.

Custom-Made and Personalized Products

Many products supplied by Awan Prints are manufactured specifically according to customer requirements.

These products may include:

  • Custom printed stickers

  • Metal badges

  • Plastic badges

  • Wreath medals

  • Custom keyrings

  • Domed diamond shields

  • Domed shields

  • Domed inserts

  • Flat vinyl inserts

  • Custom printed labels

  • Products featuring customer logos

  • Products featuring custom text or artwork

  • Custom-sized products

  • Custom-shaped products

  • Products manufactured to specific customer requirements

Because these products are made specifically for individual customers, they generally cannot be returned, exchanged, or refunded because of a change of mind, incorrect customer selection, or because the customer no longer requires the products.

This does not affect any legal rights available for faulty, damaged, incorrectly supplied, or otherwise non-conforming products.

Change of Mind Returns

Custom-made, personalized, printed, cut, or domed products are generally not eligible for return or refund due to a change of mind.

Examples of change-of-mind situations may include:

  • No longer requiring the products

  • Ordering the incorrect quantity

  • Selecting the wrong product

  • Choosing incorrect dimensions

  • Changing branding or artwork after production

  • Deciding that the product is no longer suitable for its intended purpose

  • Finding a lower price elsewhere

  • Ordering products for an event that has been cancelled or postponed

Customers should carefully review all product specifications and artwork before approving an order.

Non-Customized Products

If Awan Prints sells standard, non-customized products, return eligibility may depend on the product condition, applicable laws, and any specific terms communicated during the ordering process.

Products eligible for return must generally be:

  • Unused

  • Unaltered

  • Undamaged

  • In resalable condition

  • Returned with original packaging where reasonably applicable

  • Accompanied by proof of purchase

Customers should submit a return request through our Contact Us page before sending any product back.

Products returned without prior authorization may not be accepted.

Order Cancellations

Customers should request order cancellations as soon as possible.

Cancellation requests must be submitted through our Contact Us page.

Because custom orders may enter artwork preparation or production shortly after confirmation, cancellation is not guaranteed.

An order may no longer be eligible for cancellation once we have started:

  • Artwork preparation

  • Artwork modifications

  • Proof creation

  • Material preparation

  • Printing

  • Cutting

  • Manufacturing

  • Doming resin application

  • Resin curing

  • Assembly

  • Finishing

  • Packaging

  • Other customer-specific production work

If cancellation is approved after costs have already been incurred, reasonable artwork, material, production, administration, payment processing, or other applicable costs may be deducted from any refund where permitted by law.

Changes to Orders

Customers are responsible for reviewing order details before confirming an order.

Requested changes should be submitted as soon as possible through our Contact Us page.

We cannot guarantee that an order can be changed after confirmation.

Once production has started, changes may not be possible.

Customer-requested changes may result in:

  • Additional charges

  • Revised quotations

  • Extended production times

  • Delayed delivery estimates

  • Additional artwork preparation costs

  • Material costs

  • Production restart costs

Awan Prints will advise customers of significant additional costs where reasonably possible before proceeding with requested changes.

Artwork Approval

Where an artwork proof is provided, customers are responsible for carefully reviewing all details before approval.

Customers should check:

  • Spelling

  • Grammar

  • Names

  • Telephone numbers

  • Website addresses

  • Logos

  • Images

  • Graphics

  • Colors

  • Dimensions

  • Product shape

  • Layout

  • Positioning

  • Quantities

  • Cutting requirements

  • Finishing options

  • Doming requirements

  • Other product specifications

Approval of a proof confirms that the customer accepts the artwork and authorizes Awan Prints to proceed with production.

Errors that were visible in an approved proof will generally not qualify the products as defective or eligible for a refund, replacement, or free reprint.

Customer-Supplied Artwork Errors

Awan Prints is not responsible for errors resulting from customer-supplied artwork or incorrect information provided by the customer.

Examples may include:

  • Spelling mistakes

  • Incorrect contact details

  • Incorrect names

  • Low-resolution images

  • Pixelated graphics

  • Incorrect dimensions

  • Poor-quality logos

  • Incorrect colors

  • Missing design elements

  • Incorrect quantities

  • Unsuitable file formats

  • Incorrect product selection

Customers should carefully inspect all artwork and product requirements before approving production.

Color Variations

Digital screens and printing systems reproduce colors differently.

The appearance of colors may vary because of:

  • Screen settings

  • Monitor calibration

  • Mobile device displays

  • Printing methods

  • Materials

  • Surface finishes

  • Doming resin

  • Lighting conditions

  • Production batches

  • Color profiles

Minor color variations are an inherent part of many printing processes and will not normally be considered defects.

Exact color matching is not guaranteed unless a specific color matching service has been expressly agreed upon.

Cutting and Production Tolerances

Custom printing, cutting, doming, manufacturing, and finishing processes may involve reasonable production tolerances.

Minor variations may occur in:

  • Cutting positions

  • Print alignment

  • Product dimensions

  • Material thickness

  • Shape

  • Print placement

  • Resin thickness

  • Resin coverage

  • Edge appearance

  • Surface finish

Reasonable production variations that do not materially affect the intended function or overall quality of the product will not normally qualify for a return, replacement, reprint, or refund.

Doming Resin Products

Doming resin products are created using a specialized finishing process that produces a raised, clear coating.

Minor variations may occur between individual products due to the nature of the production process.

These variations may include:

  • Slight differences in resin thickness

  • Minor differences in resin coverage

  • Small variations around edges

  • Slight surface differences

  • Minor variations in clarity or appearance

  • Differences caused by curing conditions

Reasonable variations inherent in the doming process will not normally be considered manufacturing defects.

Damaged Products

If products arrive damaged, customers should report the issue as soon as reasonably possible through our Contact Us page.

Customers should provide:

  • Order number or relevant order information

  • A description of the damage

  • Clear photographs of the damaged products

  • Photographs of the external packaging

  • Photographs of the internal packaging

  • Photographs of shipping labels where relevant

  • The quantity of products affected

  • Any other information reasonably requested

Customers should retain all products and packaging until the claim has been reviewed.

We may require additional evidence or request that damaged products be returned for inspection.

Defective Products

If you believe your products contain a manufacturing defect, please submit your claim through our Contact Us page.

Your claim should include:

  • Order information

  • A detailed description of the issue

  • Clear photographs or other evidence

  • The quantity of products affected

  • Information about when the issue was discovered

We will review the claim and determine whether the issue is a manufacturing defect, an acceptable production tolerance, a customer-supplied artwork issue, shipping damage, normal wear, misuse, or another cause.

Incorrect Products

If Awan Prints supplies products that are materially different from the products ordered or approved, please notify us as soon as reasonably possible through our Contact Us page.

Please provide clear photographs and complete information about the issue.

If we confirm that incorrect products were supplied because of an error by Awan Prints, we may provide an appropriate remedy, which may include replacement, reprinting, correction, account credit, or refund, depending on the circumstances.

Missing Items

Customers should inspect orders promptly after delivery.

If you believe products are missing, first check all packaging carefully and confirm whether the order was shipped in multiple packages.

If products remain missing, report the issue through our Contact Us page.

We will review relevant production, packaging, dispatch, tracking, and delivery records before determining an appropriate resolution.

Reporting an Issue

Customers should inspect products as soon as reasonably possible after delivery and report any issues promptly.

Delays in reporting damage, shortages, defects, or incorrect products may make it more difficult to investigate the claim or determine when the issue occurred.

Claims should include sufficient information and evidence for us to review the matter properly.

Return Authorization

Customers must obtain authorization before returning products to Awan Prints.

To request authorization, please submit your enquiry through our Contact Us page.

If a return is approved, customers may receive instructions regarding:

  • The return address

  • Packaging requirements

  • Shipping arrangements

  • Required documentation

  • Return deadlines

  • Other applicable conditions

Products sent without authorization may be refused, returned to the sender, or may not qualify for reimbursement.

Condition of Returned Products

Where a return is authorized, products should be returned in the condition in which they were received, except where handling was reasonably necessary to inspect the products.

Customers should package products securely to prevent damage during return transportation.

Awan Prints is not responsible for damage caused by inadequate return packaging arranged by the customer.

Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return and applicable law.

If a return is required because Awan Prints supplied materially incorrect, damaged, or defective products, we may provide reasonable return instructions or cover appropriate return shipping costs where applicable.

If a return is accepted for another reason, the customer may be responsible for return shipping charges.

Customers should not arrange expensive or unauthorized return shipping methods without prior agreement.

Inspection of Returned Products

Returned products may be inspected before a refund, replacement, reprint, or other remedy is approved.

Inspection may include reviewing:

  • Product condition

  • Reported defects

  • Production tolerances

  • Customer artwork

  • Approved proofs

  • Order specifications

  • Shipping damage

  • Product quantities

  • Evidence of misuse or alteration

We will communicate the outcome of our review within a reasonable timeframe after receiving sufficient information and, where required, the returned products.

Available Remedies

If we confirm that products are materially defective, damaged, incorrectly supplied, or otherwise qualify for a remedy, Awan Prints may offer an appropriate solution depending on the circumstances.

Available remedies may include:

  • Reprinting affected products

  • Replacing affected products

  • Correcting the issue

  • Providing account credit

  • Providing a partial refund

  • Providing a full refund

  • Another reasonable solution agreed with the customer

The appropriate remedy will depend on the nature and extent of the issue, the quantity affected, applicable laws, and whether correction or replacement is reasonably possible.

Reprints and Replacements

Where a reprint or replacement is approved, Awan Prints may reproduce only the quantity of products confirmed to be materially affected.

Customers may be required to return affected products before replacements are produced.

Reprints and replacements will generally be produced using the original approved artwork and specifications unless otherwise agreed.

Production and shipping times may apply to replacement products.

Partial Refunds

A partial refund may be offered where only part of an order is affected or where the customer agrees to retain products with a minor issue.

The amount of any partial refund will depend on the circumstances, quantity affected, product value, and applicable legal requirements.

Full Refunds

A full refund may be available where required by applicable law or where we determine that:

  • The entire order is materially defective

  • The entire order is materially incorrect

  • Replacement or reprinting is not reasonably possible

  • Another agreed resolution cannot reasonably be provided

Full refund eligibility will be determined after reviewing the circumstances of the order and claim.

Refund Processing

Approved refunds will generally be processed using the original payment method where reasonably possible.

Customers should allow reasonable time for refunds to be processed.

The time required for a refund to appear in a customer’s account may depend on:

  • Payment method

  • Bank processing times

  • Payment provider procedures

  • Weekends and public holidays

  • International banking systems

Awan Prints does not control processing times imposed by banks or independent payment providers.

Non-Refundable Costs

Where permitted by applicable law, certain costs may be non-refundable.

These may include:

  • Completed artwork services

  • Design preparation costs

  • Custom setup costs

  • Materials purchased specifically for an order

  • Completed production work

  • Special finishing services

  • Doming resin application

  • Urgent production charges

  • Shipping charges already incurred

  • Customs duties

  • Import taxes

  • Payment processing charges where applicable

  • Other customer-specific costs already incurred

Any applicable deductions will depend on the circumstances and legal requirements.

Shipping Charges and Refunds

Original shipping charges are not automatically refundable.

If a refund is approved because of an error by Awan Prints, applicable shipping costs may be included where required by law or reasonably appropriate.

Additional shipping charges resulting from incorrect customer addresses, failed deliveries, refusal of delivery, or failure to collect packages may not be refundable.

Customs Duties and Import Charges

Awan Prints is generally unable to refund customs duties, import taxes, brokerage fees, or other charges imposed by governments, customs authorities, couriers, or independent third parties.

Customers should contact the relevant authority regarding possible refunds of such charges.

Refused and Unclaimed Deliveries

Custom-made products are not automatically eligible for refunds if delivery is refused or the package is not collected.

If an order is returned to Awan Prints because of an incorrect address, failed delivery, refusal, or failure to collect the package, additional shipping and handling charges may apply.

Misuse and Customer Damage

Returns, replacements, reprints, or refunds may not be available for products damaged after delivery because of:

  • Misuse

  • Improper installation

  • Incorrect application

  • Unauthorized modification

  • Improper storage

  • Exposure to unsuitable conditions

  • Normal wear and tear

  • Accidental damage

  • Failure to follow provided instructions

  • Use outside the product’s intended purpose

Fraudulent Claims

We reserve the right to investigate claims that appear fraudulent, misleading, abusive, repetitive, or inconsistent with available order information.

Where reasonably necessary, we may request additional evidence before processing a claim.

We may refuse claims that are fraudulent or unsupported, subject to applicable legal requirements.

Business Customers

Where customers purchase products for business, commercial, organizational, club, association, promotional, or professional purposes, additional contractual terms may apply.

Business customers are responsible for inspecting products promptly and reporting issues within any agreed contractual timeframe.

Nothing in this section limits rights that cannot legally be excluded.

Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, or limit rights that customers may have under applicable consumer protection laws.

If any provision of this policy conflicts with mandatory legal rights, the applicable legal requirements will take priority.

Relationship with Other Policies

This Return & Refund Policy should be read together with our Terms & Conditions, Privacy Policy, Shipping Policy, and any specific written terms included in quotations, order confirmations, or other agreements.

Where specific written terms have been expressly agreed for an order, those terms may apply to the extent permitted by applicable law.

Changes to This Return & Refund Policy

Awan Prints may update this Return & Refund Policy periodically to reflect changes in our products, services, production processes, business practices, or legal obligations.

Any updated version will become effective when published on our website unless otherwise stated.

Customers are encouraged to review this policy before placing an order.

Contact Us

If you have questions about returns, refunds, cancellations, damaged products, defective products, incorrect orders, missing items, or any other matter covered by this policy, please submit your enquiry through our Contact Us page.

We will review your enquiry and respond within a reasonable timeframe based on the circumstances of your request.