Returns & Refunds Policy UK

Returns & Refunds Policy UK | Sky Print and Enterprise

Welcome to the Returns & Refunds Policy UK of Sky Print and Enterprise. This policy explains how we manage returns, refunds, replacements and product-related concerns for orders placed with our business.

As Sky Print and Enterprise specialises in custom printed packaging, bespoke products and made-to-order solutions, different return conditions apply compared with standard retail goods. Every order is manufactured according to the customer’s approved artwork, specifications and production requirements.

We are committed to supplying products that meet the agreed specifications and maintaining high standards of quality. If a genuine manufacturing issue or delivery problem occurs, we will investigate the matter promptly and work towards a fair and appropriate resolution.

This Returns & Refunds Policy should be read together with our Terms and Conditions, Shipping & Delivery Policy, Privacy Policy and Cookie Policy.

↩️ Returns & Refunds – Table of Contents

Use the links below to navigate through our Returns & Refunds Policy and understand how we handle returns, replacements, refunds and customer claims.

Custom & Bespoke Products

The majority of products supplied by Sky Print and Enterprise are manufactured specifically to customer requirements. These products are produced using customer-approved artwork, dimensions, materials, finishing options and other specifications provided during the ordering process.

Because these products are personalised or made to order, they cannot ordinarily be resold to another customer. Consequently, custom products cannot normally be cancelled, returned or refunded simply because a customer changes their mind after production has commenced or the goods have been delivered.

This does not affect your statutory rights where products are faulty, not as described or otherwise fail to meet applicable legal requirements.

Plain Products Manufactured to Order

Some orders may consist of plain, unprinted products manufactured to customer-selected sizes or specifications. Although these products do not contain printed artwork, they are still produced specifically for the customer’s individual order.

Accordingly, these products are also treated as bespoke manufactured goods and are generally subject to the same return and cancellation conditions as custom printed products.

Change of Mind

Sky Print and Enterprise does not normally accept returns or provide refunds where a customer changes their mind after production has started or after bespoke goods have been manufactured.

Customers are encouraged to carefully review their quotation, specifications, artwork and order details before confirming production.

If you have any questions regarding your order before production begins, please contact us and we will be pleased to assist wherever reasonably possible.

Products That Cannot Normally Be Returned

Unless otherwise required by applicable law, the following products cannot normally be returned solely because the customer changes their mind:

  • Custom printed packaging.
  • Bespoke boxes manufactured to customer specifications.
  • Products produced using customer-approved artwork.
  • Products manufactured to custom sizes.
  • Products incorporating personalised branding, logos or business information.
  • Products manufactured specifically for an individual customer order.

Where a genuine manufacturing defect or another issue for which Sky Print and Enterprise is responsible is confirmed, this policy explains the procedures that will apply.

Reporting a Problem

If you believe your order has arrived damaged, contains a manufacturing defect or does not match the agreed specification, you should notify Sky Print and Enterprise as soon as reasonably practicable and, wherever possible, within 2 calendar days of receiving the goods.

When reporting a concern, please provide:

  • Your order or invoice number.
  • A clear description of the issue.
  • Photographs showing the affected products.
  • Photographs of the packaging where transit damage is suspected.
  • Any other information reasonably requested to help us investigate the matter.

Prompt reporting helps us investigate the matter efficiently and, where appropriate, work with our delivery partners or production team to determine a suitable resolution.

Before Returning Any Products

Please do not return any products without first obtaining authorisation from Sky Print and Enterprise.

Unauthorised returns may delay the investigation process or, in some cases, be refused.

If a return is required, we will provide instructions regarding the products to be returned, the return location and any other relevant information necessary to process your claim.

Manufacturing Defects

Sky Print and Enterprise is committed to supplying products that conform to the specifications agreed with the customer at the time an order is confirmed.

If a genuine manufacturing defect is identified and confirmed to be the responsibility of Sky Print and Enterprise, we will investigate the matter promptly and determine the most appropriate resolution based on the individual circumstances of the claim.

Depending on the nature and extent of the confirmed defect, an appropriate remedy may include:

  • Reprinting the affected products.
  • Replacing the affected products.
  • Repairing the products where reasonably appropriate.
  • A partial refund where appropriate.
  • A full refund where no other reasonable remedy is available.

Sky Print and Enterprise reserves the right to determine the most appropriate remedy after completing its investigation.

Products Damaged During Delivery

If products appear to have been damaged during transportation, customers should notify Sky Print and Enterprise within 2 calendar days of delivery.

To assist with the investigation, customers should retain the original packaging wherever reasonably possible and provide photographs showing:

  • The outer packaging.
  • The shipping label.
  • The damaged products.
  • Any visible signs of transit damage.

Delivery damage claims will be investigated with the relevant delivery provider before an appropriate resolution is determined. Depending on the findings, Sky Print and Enterprise may offer a replacement, reprint, repair, partial refund or another suitable remedy at its reasonable discretion.

Customer Artwork Approval

Customers are responsible for carefully reviewing all artwork, proofs, specifications and order details before approving production.

Once artwork or production proofs have been approved, customers accept responsibility for verifying, amongst other things:

  • Spelling and grammar.
  • Telephone numbers.
  • Email addresses.
  • Website addresses.
  • QR codes.
  • Barcodes.
  • Dimensions.
  • Product specifications.
  • Legal or regulatory information included within the artwork.

Sky Print and Enterprise cannot accept responsibility for errors contained within customer-approved artwork, including typographical errors, incorrect contact details, low-resolution images, incorrect specifications or other information approved before production commenced.

Colour Variation

Commercial printing processes involve recognised manufacturing tolerances. Consequently, slight variations in colour may occur between digital artwork, proofs, previous orders, computer screens, printed samples and the finished products.

Minor colour variation within normal commercial printing tolerances, generally between approximately 2% and 6%, shall not normally be regarded as a manufacturing defect.

Colour appearance may also be affected by lighting conditions, substrates, coatings, printing methods and viewing environments.

Dimensional Tolerances

All manufactured products are subject to normal production tolerances.

Small variations in dimensions, folding, creasing, cutting, positioning or finishing that fall within accepted commercial manufacturing tolerances shall not normally constitute a defect.

These tolerances are a normal part of the commercial printing and packaging manufacturing process.

Quantity Variations

Commercial manufacturing may occasionally result in small variations in the final quantity supplied.

Unless otherwise agreed in writing, a reasonable manufacturing tolerance of approximately ±3% shall normally be considered acceptable for commercial production.

Where production allows, Sky Print and Enterprise may supply additional quantities without additional charge. Any additional quantities supplied remain part of the completed order and shall not create any entitlement for future orders.

Incorrect Information Supplied by Customers

Customers are responsible for ensuring that all information provided to Sky Print and Enterprise is accurate before production begins.

This includes, but is not limited to:

  • Artwork files.
  • Product dimensions.
  • Colours.
  • Material selections.
  • Finishing requirements.
  • Delivery information.
  • Logos.
  • Legal wording.
  • Nutritional information.
  • Ingredients.
  • Barcodes and QR codes.

Sky Print and Enterprise cannot accept responsibility for costs, delays or losses resulting from inaccurate information, incorrect specifications or customer-approved artwork supplied during the ordering process.

How We Investigate Claims

Every reported issue is reviewed individually to ensure that an appropriate and fair decision can be made.

During the investigation process, Sky Print and Enterprise may reasonably request:

  • Additional photographs.
  • Videos.
  • Samples of the affected products.
  • The return of part or all of the order where necessary.
  • Further information relating to the reported issue.

Customers should not dispose of the affected products until the investigation has been completed unless we advise otherwise.

Failure to provide the requested information may affect our ability to assess the claim.

Partial Replacements

Where only part of an order is confirmed to be affected by a manufacturing defect, Sky Print and Enterprise will normally provide an appropriate remedy only for the affected quantity.

Unless the confirmed defect materially affects the entire production batch, replacement or other remedies will generally be limited to the products reasonably determined to be defective.

This approach allows claims to be resolved fairly while avoiding unnecessary waste and maintaining proportionate commercial practice.

Return Authorisation

Products must not be returned to Sky Print and Enterprise without prior written authorisation.

Where a return is considered necessary as part of an investigation, we will provide the customer with the appropriate return instructions, including the approved return location and any relevant reference details.

Unauthorised returns may be refused or delayed until the required information has been received and verified.

Return Shipping Costs

Responsibility for return shipping costs depends on the outcome of the investigation.

If the reported issue is confirmed to be the responsibility of Sky Print and Enterprise, we may, at our reasonable discretion, arrange the return, reimburse reasonable return delivery costs or provide an alternative solution where returning the products is unnecessary.

If the investigation concludes that the products were manufactured in accordance with the approved specifications or that the issue resulted from customer-approved artwork, incorrect information supplied by the customer, misuse or circumstances outside our reasonable control, the customer will normally remain responsible for any return or redelivery costs.

Inspection and Resolution

After receiving the required information, photographs, samples or returned products (where requested), Sky Print and Enterprise will review the claim as promptly as reasonably practicable.

The time required to complete an investigation may vary depending on the complexity of the order, the quantity involved and whether information is required from delivery providers or manufacturing partners.

Where appropriate, we aim to complete our review within approximately 10 to 14 working days, although more complex cases may require additional time.

Once our investigation has been completed, we will notify the customer of our decision and any remedy that we consider appropriate.

Refund Process

Refunds are not provided automatically when a claim is submitted.

If, following our investigation, a refund is considered to be the most appropriate resolution, the approved amount will normally be returned using the original payment method wherever reasonably possible.

As Sky Print and Enterprise currently accepts payment by bank transfer, approved refunds will normally be made to the bank account from which payment was originally received, unless otherwise agreed in writing.

Where only part of an order is affected, any refund may be limited to the value of the affected products rather than the total order value.

Refund Timescales

Once a refund has been approved, we will normally process it within 14 working days.

The time taken for funds to appear in the customer’s bank account may vary depending on the banking institutions involved.

Customer Responsibilities

Customers can help us resolve issues efficiently by:

  • Inspecting deliveries promptly upon receipt.
  • Reporting concerns within 2 calendar days.
  • Providing accurate information and supporting photographs.
  • Retaining affected products until the investigation has been completed.
  • Following any return instructions provided by Sky Print and Enterprise.
  • Ceasing further use of products that are believed to be defective where reasonably possible until the matter has been reviewed.

Continued use, alteration, resale or further processing of products after a defect has been identified may be treated as acceptance of those products to the extent they have been used.

Incorrect Delivery Information and Refused Deliveries

Customers are responsible for providing accurate delivery information at the time an order is placed.

If incorrect delivery details are supplied or delivery is refused without a valid reason, additional delivery, storage or handling charges may apply before the order can be redelivered.

Orders that are returned because of incorrect delivery information or an unjustified refusal to accept delivery will not normally qualify for cancellation or a refund.

This Returns & Refunds Policy should be read together with the following documents:

Contact Us

If you have any questions regarding returns, refunds or product quality concerns, please contact our team before returning any products.

Sky Print and Enterprise
Website: https://skyprintandenterprise.co.uk/
Email: support@skyprintandenterprise.co.uk
Contact Page: https://skyprintandenterprise.co.uk/contact-us/

Customer Acknowledgement

By placing an order with Sky Print and Enterprise, you acknowledge that you have read and understood this Returns & Refunds Policy together with our Terms and Conditions.

You also acknowledge that custom-manufactured products are subject to the conditions set out in this policy, including those relating to artwork approval, manufacturing tolerances, reporting timeframes and claim investigations.

Summary

Sky Print and Enterprise aims to resolve genuine product concerns fairly, professionally and as efficiently as reasonably possible.

Our Returns & Refunds Policy is designed to protect both our customers and our business by providing a clear, transparent and consistent process for reporting issues, investigating claims and determining appropriate remedies.

If you are unsure about any aspect of your order before production begins, we encourage you to contact our team for clarification so that any questions can be addressed before manufacturing starts.

Last Updated: 1 July 2026