1. Custom Orders Are Generally Final
Most products sold by Aiya Print Co. are manufactured specifically according to the size, quantity, finish, artwork, and other specifications selected by the customer.
Because these products are custom-made and generally cannot be resold, orders are not returnable or refundable simply because you change your mind, no longer need the product, prefer a different design, or made an error in the specifications or artwork submitted.
This does not affect your rights if the product is defective, damaged, materially different from what you ordered, or otherwise qualifies for a remedy under this Policy or applicable law.
2. Order Cancellations
If you need to cancel an order, contact Aiya Print as soon as possible.
We will make reasonable efforts to stop an order that has not yet entered production.
Once an order has entered production, printing, finishing, packaging, or another fulfillment stage, it generally can no longer be canceled because costs have already been incurred and the product is being custom-made.
Submission of a cancellation request does not guarantee that an order can be stopped.
If we successfully cancel an order before production and no non-refundable production costs have been incurred, we will refund the amount eligible for refund.
3. Problems That May Qualify
An order may qualify for a reprint, replacement, refund, or other appropriate resolution when Aiya Print determines that there is a verified production or fulfillment problem.
Examples may include:
- the wrong product was produced or shipped;
- the product was manufactured using specifications materially different from those shown in your confirmed order;
- substantial printing defects;
- substantial cutting, trimming, finishing, or manufacturing errors outside normal commercial tolerances;
- significant portions of the printed artwork are missing because of a production error;
- products arrive materially damaged;
- a shipment contains substantially fewer items than permitted by the quantity tolerance described in this Policy; or
- another verified error caused by Aiya Print or one of our production or fulfillment partners.
4. Problems Not Covered
Unless required by law or expressly agreed otherwise, the following generally do not qualify for a free reprint, replacement, or refund:
- spelling, grammar, punctuation, date, telephone-number, address, QR-code, or other content errors contained in artwork submitted or approved by the customer;
- low-resolution, blurry, pixelated, or otherwise poor-quality customer artwork;
- incorrect dimensions, bleed, safe margins, crop marks, orientation, or layout supplied by the customer;
- incorrect size, quantity, finish, paper, coating, shape, or other product option selected by the customer;
- color differences that fall within reasonable commercial printing tolerances;
- reasonable cutting, trimming, alignment, or finishing variation;
- dissatisfaction resulting solely from how colors appear on a monitor, phone, tablet, or other digital display;
- changes of mind or changes in business, event, marketing, or personal needs;
- duplicate orders placed by customer error;
- delivery problems caused by an incomplete or incorrect shipping address supplied by the customer;
- refusal of a correctly addressed shipment;
- delays caused by customer-supplied information, artwork corrections, or proof approval;
- circumstances outside Aiya Print's reasonable control; or
- an order arriving after a customer's desired event or use date when no guaranteed delivery date was expressly provided.
5. Reporting a Problem
If you believe there is a problem with your order, please contact Aiya Print within seven (7) calendar days after the carrier records the order as delivered.
Your message should include:
- your name;
- order number;
- the product affected;
- a clear description of the problem; and
- photographs or other evidence when applicable.
Claims submitted after this period may be denied because production and shipping records become more difficult to verify over time.
Nothing in this deadline limits a right that applicable law does not allow us to limit.
6. Photos & Evidence
To evaluate a claim, we may request clear photographs of the affected products, packaging, shipping label, or other relevant materials.
We may also request additional information reasonably necessary to compare the product received with the artwork and specifications submitted with the order.
For certain claims, we may ask that some or all of the affected products be retained temporarily or returned.
Please do not discard damaged or defective products until your claim has been resolved or we tell you that they may be discarded.
Failure to provide reasonably requested information or evidence may prevent us from approving a claim.
7. Reprints, Replacements & Refunds
After reviewing an eligible claim, Aiya Print will determine an appropriate resolution based on the nature of the problem.
A resolution may include:
- reprinting the affected product;
- replacing damaged or missing products;
- issuing a full or partial refund;
- issuing store credit if accepted by the customer; or
- another reasonable resolution agreed upon by Aiya Print and the customer.
When a reprint is appropriate, the reprint will normally use the same artwork and product specifications as the original order.
If the customer requests changes to artwork, quantity, size, material, finish, or other specifications, the request may be treated as a new order rather than a corrective reprint.
Aiya Print may choose the most appropriate remedy where more than one remedy would reasonably correct the verified problem, subject to applicable law.
8. Shipping Problems
If an order arrives damaged, please photograph the shipping package and the affected product before disposing of any packaging.
If tracking shows that an order has been lost, misdelivered, or damaged during shipment, contact us so that we can review the shipment and, where appropriate, work with the carrier or production partner.
Aiya Print is not responsible for delays, losses, returns, or additional delivery costs caused by an incorrect or incomplete shipping address provided by the customer.
If a package is returned because of an incorrect address, refusal, or other customer-related delivery problem, we may offer reshipment if the product is returned to us or our fulfillment partner. Additional shipping charges may apply.
9. Quantity Variations
Commercial printing processes may produce small over-runs or under-runs.
Unless a product expressly guarantees an exact quantity, delivery within five percent (5%) above or below the quantity ordered is considered commercially acceptable and does not, by itself, constitute a defect.
If you receive fewer products than this tolerance permits, contact us under the reporting procedure above.
10. Color & Print Variation
Commercial printing cannot always reproduce colors exactly as they appear on a digital screen.
Printed colors may also vary slightly between separate production runs because of paper, material, coating, ink, equipment, environmental conditions, and other normal production variables.
Reasonable variations in color, density, finish, texture, alignment, trimming, and other characteristics inherent to commercial printing are not considered defects.
A substantial production error that falls outside reasonable commercial tolerances may still qualify for review under this Policy.
11. Artwork & Proof Approval
Customers are responsible for reviewing artwork before submitting an order.
If a proof is provided, approval of that proof confirms that you accept the content, layout, spelling, dimensions, orientation, and other visible elements shown in the proof.
A free reprint or refund will generally not be provided for an error that appeared in customer-supplied artwork or an approved proof and was reproduced correctly in the finished product.
Additional artwork responsibilities are explained in our Terms & Conditions .
12. Time-Sensitive Orders
Production and delivery estimates are not guarantees unless Aiya Print expressly identifies a specific service as guaranteed.
Customers ordering invitations, event materials, promotional products, or other date-sensitive printing are responsible for allowing sufficient time for production, shipping, possible carrier delays, and any necessary correction or reprint.
A product arriving after a customer's intended use date does not automatically qualify for a refund when the order was produced and shipped within the applicable estimated timeframes.
13. Returning Products
Do not return products without first contacting Aiya Print.
Because our orders may be manufactured and shipped by different production partners, the correct return location may differ from Aiya Print's business address.
If a return is necessary to evaluate or resolve an approved claim, we will provide instructions.
Unauthorized returns may not be accepted or credited.
14. Refund Method & Timing
Approved refunds will generally be issued to the original payment method used for the order unless another method is required by law or agreed upon with the customer.
Once a refund is issued by Aiya Print, the time required for the funds to appear in your account depends on your bank, card issuer, or payment provider.
Original shipping charges may be refunded when the qualifying problem affects the entire shipment or when otherwise required by law. Shipping charges may not be refundable for issues unrelated to Aiya Print's production or fulfillment.
15. Limits on Remedies
To the fullest extent permitted by applicable law, the remedy for a defective or incorrectly fulfilled order is limited to the remedies described in this Policy and our Terms & Conditions.
Aiya Print is not responsible for indirect or consequential losses resulting from a printing or shipping problem, including lost profits, lost business opportunities, missed events, advertising expenses, replacement purchases from third parties, or other downstream costs, except where applicable law provides otherwise.
To the fullest extent permitted by law, Aiya Print's monetary responsibility for an affected product will not exceed the amount actually paid to Aiya Print for that product, including any shipping amount that is determined to be refundable.
16. Consumer Rights
Nothing in this Policy is intended to waive or limit any warranty, remedy, or consumer right that cannot legally be waived or limited.
If applicable law provides you with rights greater than those stated in this Policy, those legal rights will apply.
17. Contact Us
To report a problem with an order, contact:
Please include your order number and photos of the affected product when applicable so we can review the issue as efficiently as possible.