Last updated: October 26, 2026

At 15X Prints, most products are printed to order with your own artwork, so our refund and returns rules differ for custom printed items and for stock hardware. This policy explains what happens if you need to cancel, if something arrives damaged, or if there is a problem with your print.

1. Cancelling an order

• Before artwork approval: you can cancel your order for a full refund. Please contact us as soon as possible through our Contact Us page.
• After artwork approval: once you approve your artwork or proof, your order goes into production and can no longer be cancelled or changed.

2. Custom printed products

Because custom printed products are made specifically for you, they cannot be returned or refunded if you change your mind, order the wrong size or quantity, or approve artwork that contains an error.

If your order has a problem that we caused, we will put it right. This includes:

• a printing defect, such as streaks, missing ink or a damaged surface;
• a product, size, material or finish that does not match your order and approved proof;
• items missing from your order.

In these cases we will reprint or replace the affected items at no cost to you. If a reprint is not possible, we will refund the affected items.

The following are not considered defects: errors in artwork that you approved (including spelling, layout and image quality), small color differences between screens, proofs and the printed product, and small variations in size and cutting within normal industry tolerances. See our Artwork Approval Policy for details.

3. Damaged in transit

Please check your order as soon as it arrives. If anything is damaged during shipping:

• note the damage with the carrier when you sign for the delivery, if possible;
• contact us within 5 business days of delivery with your order number and clear photos of the damage and the packaging;
• keep the item and packaging until your claim is resolved.

We will arrange a free replacement of damaged items.

4. Reporting a problem

To report a defect, wrong item or missing item, contact us within 5 business days of delivery through our Contact Us page. Include your order number, a short description of the problem and photos. We may ask you to return the item so we can inspect it. If so, we will cover the return shipping.

5. Hardware and non-printed items

Display hardware and accessories sold without printing (for example stands, frames, bases, poles, cases and lights) can be returned within 30 days of delivery if they are unused, undamaged and in their original packaging.

• Please contact us before sending anything back so we can confirm the return.
• Return shipping is paid by the customer unless the item was faulty or sent in error.
• Original shipping charges are not refundable.
• Faulty hardware will be repaired or replaced, or refunded if a replacement is not available.

6. Setup fees

The one-time setup fee for each uploaded design covers file preparation and is not refundable once work on your artwork has started, unless the order is cancelled by us or refunded because of our error.

7. Rentals and custom quotes

Cancellation and refund terms for event rentals and custom quoted projects are set out in your written quote.

8. How refunds are paid

Approved refunds are issued to the original payment method. Once processed, refunds usually appear on your statement within 5 to 10 business days, depending on your bank or card provider.

9. Contact us

For any question about a cancellation, return or refund, please reach us through our Contact Us page and include your order number.