Refund & Cancellation Policy

All products made by The Craftionals (“we”, “us”, “our”) are custom-manufactured to the Customer’s specification. Because every order is produced uniquely for each customer, our refund and cancellation terms reflect the nature of bespoke manufacturing. Please read this policy carefully before placing an order.

If you have any questions about this policy before placing an order, please contact us at craftionals@gmail.com before proceeding.

1. Custom-Made Goods

All goods produced by The Craftionals — including custom polymailers, frosted zipper bags, paper bags, stickers, roller banners, notebooks, diaries, invoice pads, tags, flyers, and boxes — are manufactured to order and personalised to the Customer’s specific artwork and requirements.

Because these goods are custom-made and cannot be resold, they are exempt from the standard 14-day right of return under the Consumer Contracts Regulations 2013. This does not affect your statutory rights in relation to defective or misdescribed goods.

2. The Digital Proof Process

Before any order enters production, we prepare a free digital proof and send it to the Customer for review and written approval. The proof shows exactly how the Customer’s artwork will appear on the finished product, including layout, sizing, and colour representation.

The Customer is responsible for reviewing the proof carefully — including all text, spelling, dimensions, artwork placement, and colour. Production begins only after the Customer has given written approval of the proof. By approving a proof, the Customer confirms that all elements are correct and accepts responsibility for any errors present in the approved design.

We are not liable for errors that were present in an approved proof, including but not limited to spelling mistakes, incorrect dimensions, low-resolution artwork, wrong colours, or missing elements.

3. Cancellations Before Proof Approval

Orders may be cancelled before the Customer has approved the digital proof. To cancel at this stage, please contact us in writing at craftionals@gmail.com as soon as possible.

Cancellations at this stage are subject to any costs already incurred, such as artwork preparation or design time. We will confirm any applicable charges at the time of the cancellation request.

4. Cancellations After Proof Approval

Once the Customer has approved the digital proof and the order has entered production, cancellation is not possible. All goods are produced specifically to the Customer’s specification and cannot be repurposed or resold.

Our standard production lead time is 8–13 working days from the date of proof approval. If you realise you need to make a change after approving a proof, please contact us immediately at craftionals@gmail.com. We will advise whether the order can be paused, but we cannot guarantee this once production has commenced.

5. Defective or Incorrect Goods

If your order arrives damaged, defective, or materially different from the approved proof, you must notify us within 7 working days of receipt. Claims made after this period may not be accepted.

To make a claim, please email us at craftionals@gmail.com with the following:

• Your order reference or the email address used to place the order
• A description of the issue
• Clear photographic evidence showing the defect or discrepancy

We will review your claim and, where we determine that the goods are defective or do not match the approved proof, we will offer one of the following remedies at our discretion:

• A replacement order produced and dispatched at no additional cost
• A reprint of the affected items
• A full or partial refund, depending on the nature and extent of the issue

We aim to resolve all claims promptly. Where a refund is issued, it will be processed within 10 working days of agreeing the resolution with you.

6. Colour Accuracy

Colours displayed on digital proofs and screens may differ from the finished printed product. Colour reproduction in digital printing is subject to natural variation, and minor differences between on-screen colours and printed output are not considered a defect.

If a specific colour match is required, Pantone or exact colour references must be agreed with us in writing before production begins. We cannot guarantee precise colour matching unless such an agreement is in place.

Printing on custom polymailers and frosted zipper bags is one side only, in one colour. This is clearly stated on the relevant product pages. Customers should design their artwork accordingly.

7. Artwork Errors

We are not liable for errors in artwork supplied by the Customer, including spelling mistakes, incorrect dimensions, low-resolution images, wrong colours, or missing design elements. Customers are strongly advised to proofread all text and verify all artwork before approving the digital proof.

If an error in the Customer’s artwork is identified after proof approval, we will not be responsible for the cost of reprinting. We may offer to reprint at the Customer’s expense.

8. Orders Lost in Transit

If your order does not arrive within the expected timeframe, please contact us within 10 working days of the expected delivery date. We will investigate with our courier and, if the goods are confirmed lost, arrange a replacement order at no additional cost to the Customer.

Our standard production lead time is 8–13 working days from proof approval, after which delivery is carried out by our chosen courier or postal service. Delivery timescales are estimates and may be subject to delays outside our control.

9. How to Make a Claim or Request a Cancellation

All cancellation requests, defect claims, and refund requests must be made in writing. Please contact us using the details below:

• Email: craftionals@gmail.com
• Subject line: include your order reference or the email address used to place the order

We will acknowledge your email within 2 working days and aim to resolve all issues as quickly as possible.

10. Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under UK law. In particular, you retain the right to a repair, replacement, or refund in respect of goods that are faulty, not as described, or not fit for purpose under the Consumer Rights Act 2015.

If you are a business customer placing an order in the course of your trade, different statutory provisions may apply.

11. Contact

If you have any questions about this policy, please contact us:

• Email: craftionals@gmail.com
• Website: thecraftionals.com