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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 items upon receipt and 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 or Use Before Issue Resolution

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

Installation or use without prior verification removes our ability to investigate the issue properly.


4. Returns & Replacement Eligibility

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

  • If a free replacement or correction cannot resolve the verified claim, 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.

  • The item(s) must be returned in its original condition.

  • Claims without sufficient evidence, or where the item(s) have already been installed, used, damaged, tampered with or altered in anyway are not eligible for refunds or free replacements.

  • In certain cases, a discounted refund or replacement  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.

 

  • Premier Grafix prints any customer supplied artwork as received. We cannot guarantee print quality for files that contain low-resolution images. They will only be as good as the original image provided and will not be classed as a faulty print/product, therefore a replacement or refund is not accepted.
     

  • 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 items, clearly laid out and the packaging as you received it. Without this, we’re unable to investigate and validate the claimed issue properly.

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.

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