Refund policy

 

Refund Policy

 

At JuJu Print, all products are custom-made specifically for each customer. Due to the personalised nature of our products, we recommend customers carefully review all order details before confirming their purchase.

 

This Refund Policy applies together with our Terms & Conditions and is intended to comply with New Zealand consumer protection laws, including the Consumer Guarantees Act.

 

1. General Refund Policy

 

As our products are made specifically to customer requirements, we are unable to offer refunds for changes of mind once an order has been confirmed, artwork has been approved, materials have been ordered, or production has started.

 

Full payment is required before production begins unless otherwise agreed.

 

If a product is confirmed to have a genuine fault caused by JuJu Print, we will work with the customer to provide an appropriate solution, which may include a replacement, repair, or refund where applicable.

 

2. Artwork Approval & Custom Orders

 

For custom printing orders, artwork proofs or mock-ups may be provided before production.

 

Customers are responsible for carefully checking all details, including:

- Design layout and placement

- Spelling and wording

- Colours

- Sizes and quantities

- Product selection

 

Once artwork has been approved, production will proceed based on the approved design.

 

Changes or refunds cannot be provided for errors that were visible and approved by the customer, including incorrect sizing, colours, placement, spelling, or artwork details.

 

3. DTF Transfer Orders – Artwork Requirements

 

For DTF transfers, artwork is printed according to the files supplied by the customer.

 

Customers are responsible for ensuring artwork is suitable for printing, including:

- Correct dimensions

- High-quality artwork

- Recommended minimum resolution of 300 DPI

- Correct transparency and file setup where required

 

JuJu Print is not responsible for print results affected by customer-supplied artwork, including:

- Low-resolution or blurry images

- Pixelated artwork

- Incorrectly prepared files

- Incorrect sizing or placement when using online gang sheet tools

 

These issues are not considered production faults and are not eligible for refunds or replacements.

 

4. Printing Variations

 

Due to differences in screens, fabrics, materials, and printing processes, slight variations may occur between the approved design and the final product.

 

Minor differences in colour, texture, print position, size, or alignment are considered normal within the printing process and are not considered defects.

 

5. Customer Supplied Garments & Materials

 

Customers who provide their own garments or materials accept responsibility for ensuring they are suitable for printing.

 

JuJu Print is not responsible for issues caused by customer-supplied products, including fabric limitations, poor print results caused by unsuitable materials, colour changes, shrinkage, or damage caused during printing due to garment condition or material properties.

 

6. Production Times

 

Estimated production times are provided as a guide only and may vary depending on order quantity, stock availability, artwork approval time, and production requirements.

 

Delays caused by supplier availability, courier delays, weather conditions, or circumstances outside of our control do not qualify for refunds.

 

7. Signs, Vinyl & Installation Services

 

For signage, vehicle graphics, and vinyl installation, results may depend on site conditions including surface condition, access, weather conditions, and existing structures.

 

JuJu Print is not responsible for issues caused by unsuitable surfaces, building movement, environmental conditions, or changes made after installation.

 

Customers are responsible for providing accurate measurements and details before production.

 

8. Design, Artwork & Setup Fees

 

Artwork, design, file preparation, and setup fees are charged for the time and preparation work involved.

 

Once these services have started, related fees are non-refundable.

 

9. Printing Issues & Production Faults

 

If you believe there is an issue with your order, please contact us as soon as possible with photos and details of the problem.

 

Refunds or replacements may be considered where the issue is confirmed to be caused by JuJu Print.

 

10. Issues Not Covered

 

Refunds or replacements are generally not provided for:

- Change of mind

- Incorrect sizes, colours, or designs approved by the customer

- Minor variations normal in the printing process

- Customer-supplied garments or materials

- Completed design or artwork services

- Poor print results caused by unsuitable customer files

- Orders where materials have already been purchased

- Orders where production has already started

 

11. Order Cancellation

 

Cancellation requests may be accepted only if production has not started and materials or blank products have not been purchased.

 

Once materials have been ordered, artwork preparation has started, or production has commenced, cancellation or refunds may not be available.

 

12. Reporting Problems

 

Customers should contact JuJu Print within 48 hours of receiving their order where possible if there is an issue.

 

All claims should include:

- Order number

- Clear photos showing the issue

- A brief description of the problem

 

13. Refunds, Reprints & Resolution

 

If an issue is confirmed to be caused by JuJu Print, we will discuss the most suitable solution with the customer.

 

Depending on the situation, this may include:

- Reprinting affected items

- Replacing faulty products

- Providing a refund where appropriate

 

Our goal is to resolve genuine issues fairly while ensuring all orders meet the agreed requirements.