Zela Print Ltd – Refunds and Returns Policy

Thank you for choosing Zela Print Ltd for your printing needs. We strive to provide exceptional service and high-quality prints. Please carefully review the following refunds and returns policy, which outlines the procedures and conditions for addressing various scenarios.

1. Image File Specifications:

• Image files must be supplied already sized in accordance with the desired print dimensions.
• Zela Print Ltd is not responsible for resizing or editing image files unless otherwise agreed upon in writing.

2. Shipping Information:

• All tubed orders (prints larger than 22cm x 33cm) are sent with tracking unless otherwise agreed.
• Untracked shipping is applied to orders below 22cm x 33cm unless otherwise agreed.
• Postage prices are provided at the bottom of this document for full transparency.

3. Damaged Prints:

• In the event of a damaged print, Zela Print Ltd will replace it free of charge.
• A clear photo of the damage must be supplied within 21 days of receiving the order.

4. Lost in Transit:

• If an item is lost in transit, Zela Print Ltd will replace it free of charge.
• Tracking status is used as the burden of proof. If tracking shows delivery, but the receiver disputes it, no refund will be issued.
• If the address is incorrect, Zela Print Ltd can repost for a fee upon return or wait for the return before reposting.

5. Printing Errors:

• In the event of a printing error not reflective of the original image file, a replacement will be provided free of charge, and a refund is possible.
• Issues related to the customer’s image file require a new order, and the original order cannot be refunded.

6. Large Orders:

• Postage prices for large orders increase by 30% (tubed orders) or 50% (envelope orders) due to additional packaging and postage costs.

7. Returns and Refunds:

• Returned items are retained for a minimum of 1 month before disposal.
• Refunds are not possible for items without defects or errors.
• Refunds or replacements for defective items or losses (with a valid address) are issued upon request.

8. Payments:

• Payment must be made in full before the printing process begins.

9. Cancellations & Changes to an Order:

• To cancel or amend an order, contact us in writing.
• If the item is already posted, a refund is not possible.
• If the order is printed but not posted, only the item cost will be charged.

10. Privacy and Data:

• Zela Print Ltd respects customer privacy and adheres to data protection regulations.
• Customer information is used solely for order processing and communication purposes.

11. Agreement Acceptance:

• By placing an order with Zela Print Ltd, the customer acknowledges and agrees to the terms outlined in this refunds and returns policy.

Please contact us for any further clarification or assistance. We appreciate your understanding and cooperation.

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