Trustpilot
top of page

Returns & Claims Policy

At Premier Grafix Ltd, we take great care to ensure every order is fulfilled accurately and to the highest standard. 

This policy outlines our procedures for reporting, investigating, and resolving claims related to missing, damaged, or incorrect graphics.

 

1. Inspection Upon Delivery

Customers are responsible for fully inspecting all graphics and materials upon receipt, before installation. This includes:

  • Verifying all items listed in the order are present.

  • Checking for any visible damage or discrepancies.

  • Reviewing packaging for signs of tampering/damage.


2. Reporting a Claim

If any items are missing, damaged, or incorrect, the customer must:

  • Notify us within 3 business days of receiving the order.

  • Provide clear photographic evidence, including:

    • All received graphics laid out flat and uninstalled.

    • The packaging, including any damage or signs of tampering.

We cannot process claims without adequate supporting evidence.


3. Installation Before Issue Resolution

If a graphic is installed before a claim is submitted and fully resolved, the claim will be considered void.

Installation without prior verification removes our ability to investigate the issue properly and confirm what was received.


4. Replacement Eligibility

  • Verified claims will be resolved with a free replacement or correction, at our discretion.

  • Only the cost of the agreed returned item(s) (excluding postage) will be refunded to the buyer once the item has been returned, received and inspected.

  • Claims without sufficient evidence, or where the graphics have already been installed, are not eligible for free replacement.

  • In certain cases, a discounted reprint may be offered as a goodwill gesture.
     

5. Discretion and Exceptions

  • Premier Grafix Ltd reserves the right to make exceptions on a case-by-case basis, where evidence is incomplete but circumstances reasonably suggest a genuine issue.
     

6. Your Return Rights​

  • We do not accept the return of non-faulty custom products: All of our goods are made to order. They are therefore classed as custom and are subsequently exempt from the distance selling regulations.

    Returns or replacements are only accepted in the case of damaged, incorrect, or missing items that have been verified and our returns and claims policy guidance has been followed.

Inspect
Your Order

We ask that all deliveries are inspected upon arrival and that any concerns are reported within 3 business days.

Important!

Please do not install any graphics before a claim has been fully assessed, as doing so may void eligibility for a replacement or refund.

Provide
Evidence

Claims must be supported with clear photographs of all received graphics clearly laid out and the packaging as you received it. Without this, we’re unable to raise issues with our courier or validate the claim internally.

Your Rights

All printed items are custom-made to order.
The Consumer Rights Act 2015 in the UK excludes custom made products from the standard 'right to return' rules.
Returns or replacements are only accepted in the case of damaged, incorrect, or missing items that have been verified and our returns and claims policy guidance has been followed.

bottom of page
Trustpilot