Refund Policy
1. FINAL SALE CUSTOM / PRINTED PRODUCTS
All custom and personalized printed products are final sale once the order details and/or artwork have been approved by the customer.
Once approval has been given, we do not accept returns, cancellations or refunds, except where required by applicable law or where there is a verified Banner Boys production error or verified shipping issue as outlined below.
A customer complaint or submission of photographs does not automatically qualify an order for a refund or replacement.
Customers should not physically return a product unless Banner Boys specifically requests it.
2. CUSTOMER-SUPPLIED ARTWORK
Customers are responsible for the accuracy and quality of the files and information they provide.
Banner Boys is not responsible for:
Spelling or grammar errors in customer-supplied artwork.
Incorrect names, dates, phone numbers, addresses or other information supplied by the customer.
Customer-created design or layout errors.
Low-resolution, blurry, pixelated or otherwise poor-quality customer-supplied images.
Incorrect size, material, quantity or other product options selected by the customer.
Issues already present in artwork supplied by the customer.
We review customer files before printing for basic print readiness, but this review is not proofreading and does not guarantee that Banner Boys will identify every spelling, content, design, resolution or quality issue in customer-supplied artwork.
3. PROOF / ORDER APPROVAL
Customers are responsible for reviewing all order details and proofs carefully before approval.
Approval confirms acceptance of spelling, names, dates, contact information, photos, layout, size and other content shown.
Once approved, errors contained in the approved artwork or information are the customer's responsibility.
If Banner Boys produces something different from the approved proof/order, that is considered a Banner Boys production error and we will make it right.
4. COLOUR
Colours displayed on phones, tablets and computer monitors may differ from the final printed product.
Screen colours and printed colours are produced differently, so an exact screen-to-print colour match cannot be guaranteed.
Reasonable colour variation is not considered a printing defect.
If an exact or specific colour match is critical, the customer should contact Banner Boys before approving their artwork/order.
5. VERIFIED BANNER BOYS ERROR
If Banner Boys makes a verified production or printing error, our normal remedy will be to correct and reprint the affected product at no additional charge.
A refund is not automatically issued when the product can reasonably be corrected/reprinted.
“If the product was required by a specific date that was provided by the customer at the time the order was placed, and a replacement cannot reasonably be provided by that date, Banner Boys may provide a refund where appropriate.”
We will make reasonable efforts to produce a replacement quickly, but carrier delivery dates cannot be guaranteed.
6. SHIPPING DAMAGE / MISSING CONTENTS
Customers must inspect their order promptly upon delivery.
Visible shipping damage, missing contents or obvious production defects must be reported within 48 hours of confirmed delivery.
Claims must include:
Clear photos of the affected product.
Photos showing the product with/in the original packaging.
Photos of the outside of the shipping package, including visible damage.
A clear photo of the shipping label/tracking information.
Customers must retain the product and all original packaging until Banner Boys confirms it may be discarded.
The carrier or fulfillment provider may require additional information or inspection.
Submitting photographs does not automatically qualify an order for a replacement or refund. Claims are subject to review and, where applicable, carrier investigation.
Once a legitimate shipping-damage claim has been verified, Banner Boys will arrange the appropriate replacement or other resolution.
Customers should not return damaged products unless Banner Boys specifically instructs them to do so.
7. DAMAGE AFTER DELIVERY
Banner Boys is not responsible for damage occurring after successful delivery as a result of:
- Installation.
- Improper handling.
- Improper storage.
- Weather or environmental conditions.
- Customer alteration or modification.
- Normal wear and tear.
- Damage occurring after the product has been received and inspected.
8. LOST / MISSING SHIPMENTS
A delayed shipment is not automatically considered lost.
If tracking shows an order has not been delivered, Banner Boys will work with the carrier and/or fulfillment provider to investigate.
A replacement or refund will not automatically be issued while a carrier investigation is underway.
If tracking shows an order as delivered but the customer cannot locate it, Banner Boys will review the tracking information, delivery details and circumstances before determining the appropriate next step.
Where required, the customer must cooperate with the carrier investigation.
9. TIME-SENSITIVE ORDERS / REQUIRED DATES
If an order is required by a specific date or for a specific event, the customer must provide the required date at the time the order is placed.
Customers are responsible for allowing reasonable time for both production and shipping when selecting a required date. Providing a required date does not mean that Banner Boys has accepted or guaranteed delivery by that date.
Production times and shipping times vary depending on the product, order requirements, delivery location and shipping method. Orders placed with insufficient time for production and delivery may not be able to meet the requested date.
If the requested date cannot reasonably be met, Banner Boys may contact the customer to discuss available options before proceeding.
Banner Boys is not responsible for a missed event, deadline or required date that was not provided at the time the order was placed, or where the customer did not allow reasonable time for production and delivery.
If Banner Boys makes a verified production error and a replacement is required, a required date originally provided with the order will be considered when determining the appropriate resolution.
Carrier delays or other shipping circumstances outside Banner Boys' control are subject to the shipping provisions of this policy.
10. CANCELLATIONS / CHANGES
Orders may only be cancelled or changed before the customer has approved the final order details and/or artwork.
For orders submitted with print-ready artwork that do not require a separate proof, confirmation of the order at checkout constitutes approval of the submitted artwork and order details.
Once approval has been given, the order is final and cannot be cancelled or changed, except where required by applicable law.
If custom design work has already been completed before an eligible cancellation, design work already performed may still be chargeable.
11. DIGITAL PRODUCTS
Digital products/downloads are final sale once delivered or accessed, except where otherwise required by applicable law.
Customers are responsible for reviewing the product description and requirements before purchasing.
12. GENERAL
Our goal is to make legitimate Banner Boys production errors and legitimate shipping problems right.
Custom products produced correctly according to the customer's approved order/artwork are final sale.
Nothing in the policy should limit any consumer rights that cannot legally be excluded under applicable law.