TERMS & CONDITIONS
1. Who we are and how to contact us
Printerpix UK Limited, a company registered in England and Wales under number 09509388, whose registered office is at 8th Floor Capital House, 25 Chapel Street, London NW1 5DH, United Kingdom. VAT number GB215663611. Email: [email protected]. You can contact Customer Care, where you can chat with us or raise a support ticket. We are available Monday to Friday, 9am to 6pm.
If we need to contact you, we will do so by email, or by post to the address you gave us when you ordered.
2. These terms
These terms tell you who we are, how we will provide our products to you, how you and we may end the contract, what to do if there is a problem, and other important information.
3. Before you order
Almost everything we sell is personalised and made to order for you alone, using the images and text you supply. Once you place your order we begin preparing your files for production, and for many products printing begins within minutes. You should treat your order as final at the point you submit it.
Before you place your order, please check:
- the spelling and grammar of any text in your project;
- that your images are cropped, sized and positioned exactly as you want them to appear;
- that you have chosen the right product type and size;
- that you have added or removed any optional extras;
- that your delivery address is complete and correct; and
- that any discount code has been applied and the discount is showing in your order total. Codes cannot be applied after you have ordered.
Our design tool will warn you if an image you have uploaded is of low resolution. If you choose to continue with an image we have flagged, we cannot be responsible for the print quality of that image. This does not affect your rights if the product is faulty for any other reason.
Screens and print reproduce colour differently, so a print may not match exactly what you saw on your monitor. We cannot accept claims based on colour differences between a print and your original image unless we are at fault.
4. Your order and our contract with you
Placing an order is an offer to buy. Our acceptance of your order takes place when we send you an email confirming it, at which point a contract comes into existence between you and us.
If we cannot accept your order we will tell you, and if we have already taken payment we will refund it in full. This might be because the product is unavailable, because we cannot authorise your payment, because there has been a mistake in the price or description, or because we cannot meet a delivery deadline you have specified.
We will give your order a number and tell you what it is. Quoting it when you contact us helps us help you faster.
5. Your right to change your mind
You normally have 14 days to change your mind for goods bought online, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. That right does not apply to goods made to your specifications or that are clearly personalised (regulation 28(1)(b)).
Our photo books, prints, canvases, photo gifts and other personalised products are made to your specifications and are clearly personalised. You therefore do not have a right to change your mind about them once your order has been placed. That is about the statutory cancellation right. It does not affect our 100% Satisfaction Guarantee in clause 10, which does apply to personalised products.
You do have that right, and a full refund, if you have ordered:
- a product we supply in a standard, unaltered form that carries no personalisation, such as a blank album, frame or accessory; or
- a Printerpix voucher you have not yet redeemed.
For those items you have 14 days from the day you receive them, or from the day of purchase for a voucher, to tell us you have changed your mind, and a further 14 days to return them. Tell us by contacting Customer Care, or by any other clear statement. We will refund you within 14 days of the day you tell us you have changed your mind. We may hold the refund until we have the goods back, or until you show us you have sent them, whichever is earlier.
Nothing in this clause affects your rights if what we send you is faulty, damaged or not as described. Those are dealt with in clause 10.
6. Asking us to change or stop an order
You do not have a right to change or cancel a personalised order once it has been placed. We will, however, always try to help if you contact us quickly.
As a courtesy, and where production allows, we may be able to stop or amend an order if you contact us immediately after placing it. Whether we can depends on the product you ordered and how far it has progressed, and we cannot guarantee it. Some products are committed to print as soon as your order reaches us and cannot be stopped at all.
To ask, contact Customer Care straight away. We will tell you promptly whether your order can still be stopped. If it can, we will stop it and refund you in full. If it cannot, we will explain what stage it has reached.
We do not charge a fee for cancelling an order.
7. Vouchers and promotional codes
Vouchers you have not yet redeemed may be cancelled within 14 days of purchase. Once you redeem a voucher you are asking us to begin supplying the product, and the right to cancel the voucher purchase ends.
Only one promotional code or voucher may be used per product, and codes cannot be combined with other promotions unless we say so. Promotional codes have no cash value.
A voucher can only be used once. If your voucher covers more than one item, please order the full quantity in a single order.
8. Price and payment
Prices are in pounds sterling and include VAT at the applicable rate.
The price shown at checkout includes all mandatory charges. Anything else that must be paid, such as delivery, is shown to you before you place your order and is included in the total you are asked to approve.
We take payment when you place your order, because production begins immediately.
It is always possible that, despite our best efforts, a product may be incorrectly priced. If the correct price is higher than the price shown, we will contact you before we process your order and ask whether you want to go ahead. If you do not, we will cancel your order and refund you in full.
9. Delivery
We make your order before we ship it. Because our products are personalised, we need 1 to 3 working days to produce them. Delivery then takes 2 to 3 working days on Standard Delivery, 1 to 2 working days on Expedited Delivery, or 1 working day on Rush Delivery. Delivery options and charges are shown at checkout, and any date we give is an estimate.
We will deliver your order within 30 days of the day the contract is made, unless we agree a different period with you. If we cannot meet that, we will contact you to agree a new date, and you may cancel the order and receive a full refund instead.
If your order has not arrived within 15 working days of despatch, please contact Customer Care. We will investigate with the carrier and, if your order cannot be located, we will reprint and resend it or refund you — whichever you prefer. You do not have to wait longer than that.
If nobody is available to take delivery and the order is returned to us, we will contact you by email and hold your order for one month. We will send you a reminder before that month is up. If we have not heard from you, we may securely destroy the order and treat it as cancelled, and we will refund you in full. Where the delivery failed because the address you gave us was wrong or incomplete, or because delivery was refused, we may deduct the delivery cost we actually paid from that refund. If you would rather we sent it again, we may charge the actual cost of redelivery, which we will tell you before we send it.
Products are your responsibility from the time you, or someone you have asked to receive them for you, take physical possession of them. You own them once we have received payment in full.
10. If there is a problem with your order
Our 100% Satisfaction Guarantee
We care about quality. If you are not happy with your order, tell us within 30 days of delivery and we will reprint it or refund you. You do not need to give a reason.
This guarantee is a promise we make in addition to your legal rights. It does not replace or limit them, and your legal rights continue to apply after the 30 days have passed.
Your legal rights
Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have a short-term right to reject within 30 days of delivery, and after that a right to repair or replacement, and then to a price reduction or final rejection. You may bring a claim for up to six years (five years in Scotland).
In practice that means: for the first 30 days you can reject the product and have a full refund, and you do not have to let us try to put it right first. After that you can ask us to repair or replace it, and if that is not possible or does not work you can have a price reduction or a refund. We will not charge you for return postage on a faulty product.
We are not responsible for damage caused by misuse or by normal wear and tear.
Nothing in these terms affects those rights.
One limit worth knowing
We keep your order files for six months from the date of your order. We can only reprint while we still have them, so after six months — or if you delete your images from your account, or close your account — we will refund you rather than reprint. Please keep your own copies of your images until you are happy with what you have received.
How to tell us
Contact Customer Care with your order number and, where you can, a photograph showing the problem. A photograph usually lets us resolve things without you having to send anything back.
If we do need the product returned, we will tell you how and we will pay the cost of return. We will not ask you to bear the cost or the risk of returning a faulty product.
We will refund you using the same method you used to pay, within 14 days of receiving the product back or of proof that you have sent it, whichever is earlier. We will not refund you in credit unless you ask us to.
11. Returns of non-personalised products
Where clause 5 tells you that you have a right to change your mind about a product, you may return it within the period stated there. You can handle it as you would have done in a shop; only if you go further than that and its value drops may we reduce the refund. Please include your order number or a copy of your invoice. You will need to pay the cost of returning the item to us. That does not apply where the item is faulty or not as described, which is dealt with in clause 10. We will refund the price you paid together with standard delivery, though we may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to check the product.
12. Your images and content
You keep ownership of everything you upload. Nothing in these terms transfers ownership of your images or text to us.
By uploading content you give us a non-exclusive, royalty-free licence to use, reproduce, adapt, store and communicate it solely for the purpose of producing your order, providing customer support, and complying with our legal obligations.
How we handle your personal information is set out in our Privacy Policy.
Using your creations in our marketing
We would love to show off what our customers make, but we will not use your images to promote us unless you agree. If you tell us we may — by replying to a request from us, or by ticking the box where we offer one, which we never pre-tick — you give us a licence to use that content in our marketing, including on our website, our social media accounts, and in advertising and promotional material. Tagging us, mentioning us or using one of our hashtags is not by itself permission to use your content in our advertising; we will always ask you first.
You can change your mind at any time. Tell Customer Care and we will remove your content from our own digital channels within 30 days, and from printed material within our control within 60 days. This does not affect our use of your files to produce and support orders you have already placed.
You must have the right to use what you upload. Before you upload an image, please make sure you own the copyright in it or have permission from whoever does. If you agree to us using your content in our marketing, you confirm that you have the consent of anyone who appears in it or can be identified from it, and of a parent or guardian where that person is a child.
You must not upload content that:
- infringes anyone’s copyright, trade mark, privacy or other rights;
- is unlawful, defamatory, obscene, harassing or threatening;
- promotes discrimination or incites hatred or violence against any person or group;
- impersonates anyone or misrepresents who you are; or
- contains another person’s personal details without their agreement.
We may refuse or cancel any order containing content that breaches these rules, and we will refund you if we do.
If you think your rights have been infringed
If you believe content used on a product infringes your rights, contact us through our contact page with details of the content, what right you say has been infringed, and how we can reach you. We will investigate and, where appropriate, remove the content and cancel any affected order.
13. Your account
If you create an account, please keep your password confidential and keep the email address on the account up to date. Tell us as soon as you can if you think someone else has accessed your account.
14. Our website
We try to keep our website available and accurate, but we do not promise that it will always be available or free from errors, and product images are illustrative.
This clause applies to the website only. It does not apply to the products we sell you. If there is a problem with a product, clause 10 explains what we will do.
We may link to other websites for your convenience. We do not control them and are not responsible for their content.
15. Our responsibility for loss or damage
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.
Except for the liabilities set out in the next paragraph, our total liability to you in connection with an order is limited to the price you paid for that order.
We do not exclude or limit our liability in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for deliberate or reckless acts, for fraud, and for any statutory rights relating to the products we supply. None of those is capped.
We are not liable for business losses. If you use the products for any commercial or business purpose we will have no liability to you for loss of profit, loss of business, business interruption or loss of business opportunity.
Your images and files
Please keep your own copies of everything you upload. Our design tool and your account are not a backup or archive service and should not be the only place your images exist. We keep the files for your order for six months so that we can reprint it if we need to, but we do not keep any other back-up copies of customer files. Except where it is caused by our failure to use reasonable care and skill, we are not responsible for the loss, deletion or corruption of your images or other content. Please check before you order that you still have your own copy of the images in it. This does not affect the liabilities above that we cannot exclude.
16. Complaints and disputes
If something has gone wrong, please tell Customer Care first — most problems are resolved quickly that way. We will acknowledge your complaint within 14 days and aim to resolve it within 28 days.
We are not obliged to participate in online dispute resolution.
17. Changes to these terms
We may change these terms from time to time, for example to reflect changes in the law or in how we operate. The terms that apply to your order are the ones published when you placed it, and we will keep dated copies of previous versions available on request.
A change never applies to an order you have already placed. If we need to change something that affects your account or your use of our website, we will tell you first, and you may close your account if you would rather not accept it.
18. General
You may not transfer your rights or obligations under these terms to anyone else without our written agreement. We may transfer ours, and will tell you if we do; this will not affect your rights.
This contract is between you and us. Nobody else has any rights to enforce it.
If a court finds part of these terms unlawful, the rest will continue in force. If we delay in enforcing these terms, that does not prevent us enforcing them later.
19. Governing law and jurisdiction
These terms are governed by the law of England and Wales, and you may bring legal proceedings in the courts of England and Wales. If you live in Scotland you may bring proceedings in either Scotland or England and Wales; if you live in Northern Ireland, in either Northern Ireland or England and Wales.