We want you to be happy with every order. This policy explains your options. It doesn't affect your legal rights as a consumer.
Personalised and printed items
Most of what we sell is printed or made to your design, such as business cards, flyers, banners, signs, printed clothing and printed displays. Under the Consumer Contracts Regulations 2013, items made to your specification or clearly personalised can't be cancelled or returned for a change of mind once production has started.
You can cancel free of charge before we start printing. Just email accounts@hethelprint.co.uk as soon as possible.
Stock items
Unprinted stock items, such as plain display stands, frames, poles, bases and accessories, can be cancelled within 14 days of delivery for any reason.
- Email accounts@hethelprint.co.uk within 14 days of delivery to tell us you'd like to return the item.
- Send it back within 14 days of telling us, unused and in its original packaging.
- You pay the cost of returning it, unless it's faulty or we sent the wrong item.
- We'll refund the item price and the standard delivery charge within 14 days of receiving it back.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty or isn't what you ordered, including any printing error on our part, we'll put it right at no cost to you.
- Email accounts@hethelprint.co.uk with your order number and photos. Please contact us within 7 days of delivery so we can sort it out quickly.
- Depending on the problem, we'll reprint, replace, repair or refund.
- If we need the item back, we'll arrange and pay for the return.
Under the Consumer Rights Act 2015 you have a legal right to reject faulty goods within 30 days of delivery for a full refund, and further rights after that. Nothing in this policy reduces those rights.
What isn't covered
- Errors in artwork you supplied or a proof you approved, such as spelling mistakes or wrong phone numbers.
- Small colour differences between screen and print, or between print runs.
- Low-quality results caused by low-resolution files you asked us to print after we warned you about them.
- Wear and tear, or damage from misuse or incorrect installation.
Refunds
Refunds go back to your original payment method. We'll process them within 14 days of agreeing a refund, or of receiving a returned item.
Last updated 31 October 2026.