Refund policy
Returns and Refunds Policy
BUSINESS CUSTOMERS ONLY | 6 NOVEMBER 2026
GMC Marketing Ltd trading as Print Post (PrintPost) supplies print production and fulfilment services to business customers. We assess genuine product and delivery problems fairly and put right confirmed faults or errors attributable to PrintPost or its appointed carrier. We do not offer general change of mind returns.
1 What this policy covers
Claims may concern goods that are damaged, defective, incorrect or materially different from the agreed description or specification, or goods that have not been delivered. Subjective disappointment alone does not establish a fault where the goods meet the agreed specification.
This policy concerns the business that placed the order with PrintPost. Please submit claims through your usual PrintPost customer service contact. Your own returns promises to your customers do not automatically create a right to reimbursement from PrintPost.
2 When returns are not accepted
We do not accept returns for change of mind, unsold stock or goods no longer required. We are not responsible to the extent a problem results from customer ordering errors, incorrect artwork or files, approved specifications, incorrect delivery details, misuse, unsuitable storage or damage after delivery, where PrintPost correctly followed the agreed instructions.
Screen appearance alone is not a colour proof. Colour concerns are assessed against the agreed colour workflow, specification and any agreed physical proof. These exclusions do not excuse a failure by PrintPost to meet its own obligations; shared responsibility will be allocated fairly.
3 Reporting a problem
Notify us in writing as soon as reasonably practicable and within 30 calendar days after delivery. For non- delivery, the 30 days run from the notified or reasonably expected delivery date, assessed using the agreed service and destination, rather than simply the dispatch date.
Include the order reference, affected items and quantities, a description of the issue, and evidence reasonably available. For damage or print quality concerns, provide clear photographs of the product and, where relevant, its packaging and shipping label. Retain the goods and packaging for reasonable inspection where safe.
Missing evidence that could not reasonably be obtained will not automatically invalidate a substantiated claim. A timely claim remains open while it is investigated, even if resolution extends beyond 30 days. Where an issue could not reasonably have been discovered or reported within that period, notify us promptly afterwards and explain why.
4 Returns and inspection
Contact us before returning goods so we can assess the evidence and provide a return reference, address and suitable shipping instructions. We assess photographs first and require a physical return only where reasonably necessary. We may resolve a claim without a return where the evidence is sufficient.
Where the available evidence establishes a PrintPost or carrier fault and a return is needed, we will provide a prepaid return method or arrange collection. Where the cause remains uncertain and inspection is reasonably necessary, we may ask the business customer to pay the return postage initially, using an agreed service. This does not determine the outcome of the claim.
If our assessment confirms a fault or error attributable to PrintPost or its carrier, we will reimburse reasonable, evidenced return postage paid by the customer, whether the remedy is a replacement, refund or credit. Agree exceptional or premium return costs with us before incurring them.
Pack returned goods securely and retain proof of postage and cost. Do not send broken glass or other unsafe items without agreed safe handling instructions. Where a return is waived, follow our agreed instructions for retention or safe disposal; no return postage reimbursement arises if no postage was incurred.
5 Replacements refunds and credits
Where a claim is confirmed, we will normally provide a suitable replacement and standard re-shipment at our cost. If replacement is unavailable or cannot be completed within a reasonable time, we will refund or credit the affected product value and relevant original shipping charge. We may also agree a refund or credit instead of replacement.
For an order containing unaffected items, the remedy covers the affected items and the shipping charge reasonably attributable to them. A full original shipping refund applies where the whole shipment is affected. Reasonable return postage is dealt with under section 4. There is no double recovery where a replacement, refund or credit has already resolved the same loss.
We will confirm the remedy and any refund or credit calculation in writing and process an agreed refund, credit or return postage reimbursement within 14 calendar days after agreement or determination. We will not delay a valid remedy while awaiting compensation from a carrier.
6 Decisions and complaints
We assess claims reasonably against the evidence and agreed specification. If we decline all or part of a claim, we will explain our reasons in writing. You may request a management review through your usual PrintPost contact and supply further evidence. Tracking information is evidence to investigate, rather than conclusive proof against a supported non-delivery claim.
7 Relationship with your agreement
This policy explains the operation of the claims procedure in PrintPost’s Fulfilment Terms and Conditions. That agreement remains the sole contract and governs remedies, liability and dispute resolution. This policy does not independently amend it; any contractual change must follow its agreed amendment procedure. Nothing in this policy excludes liability or rights that cannot lawfully be excluded. Your obligations to your own end customers remain your responsibility.