Refund and Returns Policy

1. Overview At Universal Print & Design Ltd (UPL), we strive to provide high-quality products and services. However, we understand that issues may arise, and we are committed to addressing your concerns promptly. This policy outlines the conditions under which refunds and returns are processed.

2. Eligibility for Returns and Refunds

• Custom printed products are generally non-refundable unless there is a defect or error caused by UPL.

• Non-custom products may be eligible for a return if they are unused, in their original packaging, and returned within 14 days of receipt.

• Items damaged due to customer handling, improper storage, or external factors are not eligible for a refund or return.

• Digital products and services, including graphic design work, are non-refundable once delivered.

3. Defective or Incorrect Orders If you receive a defective, damaged, or incorrect product due to an error on our part, please contact us within 5 business days of receiving your order. We may require:

• A clear description of the issue

• Photographic evidence of the defect or error

• The original packaging if applicable

Upon verification, we will offer a replacement or a full refund, including shipping costs.

4. Process for Returns

1. Contact our customer support team at info@upl.co.nz with your order number and reason for the return.

2. If eligible, we will provide instructions for returning the product.

3. Items must be returned within 14 days of approval.

4. Once we receive and inspect the returned item, we will process the refund or replacement accordingly.

5. Refund Processing

• Approved refunds will be processed within 7-10 business days of receiving the returned product.

• Refunds will be issued to the original payment method.

• Shipping costs are non-refundable unless the return is due to an error on our part.

6. Cancellations

• Orders can be cancelled within 24 hours of placement if production has not yet begun.

• Once printing or production starts, cancellations are not permitted.

• Digital services or design projects may be cancelled before work has commenced; partial refunds may be issued based on work completed.

7. Exemptions and Special Cases

• Sale or clearance items are non-refundable.

• Personalised or custom-made products cannot be returned unless they are defective.

• Any claims made after 5 business days of delivery may not be eligible for a refund or replacement.

8. Shipping for Returns

• Customers are responsible for return shipping costs unless the return is due to an error by UPL.

• We recommend using a trackable shipping method to ensure safe return delivery.

9. Contact Us For any refund or return inquiries, please contact us at info@upl.co.nz or call us at 09 277 9713 We are here to assist you and ensure a smooth resolution to your concerns.