Last updated: 27 October 2026
This policy explains when you can cancel an order, and when you can get a reprint, replacement or refund, from Reflyprint.
Reflyprint is a trading name of TUTTO PRINT LTD, a company registered in England and Wales under company number 12506789. Our registered office is at 49 Palace Gardens, Enfield, England, EN2 6SN.
This policy applies to orders placed through our website and to quoted and same-day jobs agreed with us by email. Please read it together with our Terms and Conditions.
1. When you can get a reprint or refund
You can get a reprint, a replacement, a partial refund or a full refund if:
- we cancel your order or cannot supply what you ordered;
- you have been charged twice or charged the wrong amount;
- your goods are faulty, damaged, not as described or not what you ordered;
- your printed item is clearly different from the artwork or options you ordered, because of a mistake made by us or our production partner;
- a reprint or replacement has failed, is not possible, or cannot be made within a reasonable time;
- we have agreed in writing to give you a refund; or
- the law otherwise gives you the right to a refund.
The right remedy depends on what has happened. In most cases where a print error is ours, we will reprint your order first. If a reprint is not possible or not suitable, we will give you a partial or full refund.
2. Made-to-order printing
Almost everything we supply is printed or made to your specification, using your artwork, wording, logo, sizes and the options you choose.
Under the Consumer Contracts Regulations 2013, goods made to the customer’s specification are not covered by the usual 14-day right to cancel. This means we cannot give a refund for correct, undamaged printed items just because you have changed your mind, ordered too many, or no longer need them.
This does not affect your rights if your order is faulty, damaged, not as described, or not made as you ordered. If you are a consumer, you are still protected in these cases under the Consumer Rights Act 2015.
If you buy a consumer item that is not made to your specification, the usual 14-day right to cancel applies. Email us within 14 days of delivery and we will explain how to return it.
3. Cancelling before production
If you want to cancel, email us at info@reflyprint.co.uk as soon as possible with your order number.
If your order has not yet gone into production, we will cancel it and refund you in full.
Orders often go into production quickly. Once production has started, we may not be able to cancel your order because you have changed your mind. Where the law allows, we may keep reasonable costs for work already done.
4. Your artwork
Before you order, please check your artwork carefully, including:
- spelling and names;
- phone numbers, email addresses and web addresses;
- dates and prices;
- sizes, orientation and bleed;
- colours and image quality;
- the position of text and images; and
- the quantity and options you have chosen.
We print the file you upload. If we print your artwork accurately, a mistake that was already in your artwork, such as a spelling mistake, a wrong phone number, low-resolution images or missing bleed, does not make the printed item faulty, and we cannot reprint or refund it free of charge.
We do not check every file by hand unless you ask us to. If you’d like us to look at your file before you order, email it to us.
Colours can vary slightly between screens and printed items, between materials and between print runs. Small differences like these are normal and are not a fault.
This does not affect your rights if your order is clearly different from your artwork because of a mistake made by us or our production partner.
5. Faulty, damaged or wrong orders
If your order is faulty, damaged or wrong, please tell us within 7 days of delivery, so we can check it with our production partner and the courier and put it right quickly.
Please email us with:
- your order number;
- clear photos showing the problem;
- photos of the packaging, if the order was damaged in transit;
- a short description of the problem; and
- how many items are affected.
Please keep the goods and packaging until we have looked into it. We may ask you to send items back if this is reasonably needed. If so, we will tell you how, and you will not have to pay to return a faulty or wrong item.
We will look into the problem and give you the remedy the law requires. If you tell us about a problem after 7 days, we will still look at it. The 7-day period helps us act quickly. It does not take away your legal rights.
6. Same-day jobs
Same-day jobs are quoted and agreed with you by email. The same rules apply: if a same-day job is faulty or wrong because of a mistake made by us, we will reprint it or refund you, as appropriate.
We do not guarantee that a same-day job can be done the same day. If we have agreed a same-day deadline with you and we miss it, please email us so we can put things right with you.
7. Business customers
If you buy wholly or mainly for business purposes, the consumer cancellation rights in this policy do not normally apply. Refunds, reprints and cancellations follow:
- any accepted quote;
- your order confirmation;
- our Terms and Conditions;
- any separate written agreement; and
- the law.
Nothing in this section excludes a remedy that cannot lawfully be excluded.
8. How to ask for a reprint or refund
Email us at info@reflyprint.co.uk.
Please include:
- your name and company name;
- your order number;
- the date of your order;
- the reason for your request; and
- photos, where they help to show the problem.
9. How refunds are paid
We will refund you to the card you paid with.
We will process your refund without undue delay and within any time limit set by law. After we process it, your bank may take a few days to show it in your account.
10. Your statutory rights
If you are a consumer, nothing in this policy excludes, limits or replaces any of your statutory rights that cannot legally be excluded or limited. For more information, contact Citizens Advice.