Last updated: 16 October 2026
At Riverside Printers, we take pride in producing high-quality printed products and providing excellent customer service.
As the majority of our products are manufactured to individual customer specifications, our returns and cancellation policy differs from that of retailers selling standard, off-the-shelf products.
Please read the following information carefully before placing an order.
1. Made-to-Order Products & Returns
Most products supplied by Riverside Printers are printed or manufactured specifically to a customer’s requirements, including personalised artwork, quantities, dimensions, materials and finishing options.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, products made to a customer’s specifications or clearly personalised are generally exempt from the standard 14-day change-of-mind cancellation right.
We therefore do not accept returns or offer refunds for correctly produced bespoke printed products where a customer has simply changed their mind, ordered incorrectly or no longer requires the goods.
This does not affect your statutory rights if products are faulty, damaged, not as described or otherwise fail to meet applicable legal requirements.
For any standard, non-personalised products that are not covered by the exemption, applicable consumer cancellation rights will continue to apply.
2. Damaged, Defective or Incorrect Products
We take great care to ensure that every order is produced accurately and packaged appropriately for delivery.
If your order arrives damaged, defective or incorrectly produced, please contact us as soon as possible.
We ask that all visible damage, shortages or printing defects are reported within 48 hours of delivery.
This allows us to investigate promptly and, where necessary, raise a claim with the relevant delivery company.
When reporting an issue, please provide:
- Your order number.
- A description of the problem.
- Clear photographs showing the affected products.
- Photographs of the packaging, where damage has occurred during delivery.
- The approximate quantity of products affected.
Please retain the original packaging and affected products until the matter has been resolved.
Although we request notification within 48 hours, this is not a restriction on your statutory rights. We will consider genuine faults reported after this period in accordance with applicable law.
3. Reprints, Replacements & Refunds
Where a manufacturing defect or production error is confirmed to be the responsibility of Riverside Printers, our preferred resolution is to provide a replacement or reprint of the affected products at no additional cost.
We aim to resolve genuine production issues as quickly and fairly as possible.
Depending on the circumstances, we may offer:
- A free reprint or replacement of the affected products.
- A partial refund or price reduction.
- A full refund where appropriate or legally required.
Any reprint will normally be produced using the original approved artwork and order specifications unless otherwise agreed.
For consumer purchases, your statutory rights under the Consumer Rights Act 2015 apply. These may include the right to reject faulty goods for a refund within 30 days, or other remedies depending on the circumstances.
Nothing in this policy limits or excludes those rights.
4. Inspection & Collection of Defective Products
Riverside Printers reserves the right to request reasonable evidence of a reported defect and to inspect affected products before agreeing to a resolution.
We may arrange collection of the goods or ask customers to return them for inspection.
Customers should not dispose of defective products without first contacting us, unless otherwise agreed.
Where goods are confirmed to be faulty or incorrectly supplied, Riverside Printers will cover reasonable return or collection costs as required by law.
Where a refund or replacement is requested, we may require the affected goods to be made available for inspection or collection.
If only part of an order is affected, we may assess the affected quantity separately when determining an appropriate remedy, subject to the customer’s statutory rights.
5. Customer-Supplied Artwork & Proof Approval
Customers are responsible for ensuring that artwork supplied to Riverside Printers is accurate, complete and suitable for printing.
This includes checking:
- Spelling, grammar and punctuation.
- Telephone numbers, email addresses and contact details.
- Dates, prices and other important information.
- Image quality and resolution.
- Artwork dimensions, layout and positioning.
- Bleed, margins and other relevant print specifications.
Where a proof is supplied for approval, customers are responsible for carefully checking it before authorising production.
Riverside Printers cannot accept responsibility for errors contained within customer-supplied or customer-approved artwork, provided those errors were not introduced by us and we have fulfilled our contractual and legal obligations.
If Riverside Printers introduces an error during artwork preparation, amendment or production, or fails to provide a service with reasonable care and skill, we will take appropriate steps to resolve the issue.
Please note that minor variations in colour may occur between screen displays, different printing processes, materials and production runs. Such variations do not automatically constitute a manufacturing defect. Any variation will be assessed against the agreed specification and applicable quality standards.
6. Order Cancellations
As our products are generally manufactured to order, cancellation requests must be made as soon as possible.
Orders may be cancelled before production begins, subject to any reasonable costs already incurred by Riverside Printers.
These costs may include artwork preparation, design work, materials specifically purchased for the order or other work already undertaken.
Once production has commenced, cancellation may no longer be possible, and Riverside Printers may be unable to offer a refund.
Any cancellation charges will reflect costs reasonably incurred or losses arising from the cancellation and will not be imposed as an unreasonable penalty.
Where a statutory cancellation right applies, it will take precedence over these arrangements.
To request cancellation, please contact us immediately, quoting your order number.
7. Delivery Times & Delays
Riverside Printers offers a range of delivery options, including next-day printing and express services.
We make every reasonable effort to meet the production and delivery times stated when an order is placed.
However, delivery arrangements may be affected by circumstances outside our direct control, including courier delays, transport disruption, severe weather or other unforeseen events.
Estimated delivery dates are provided as guidance and should not be treated as guaranteed unless expressly agreed as such.
Where a guaranteed delivery service has been purchased or a specific delivery date has been expressly agreed as essential, we will assess any failure to meet that commitment in accordance with the agreed service terms and applicable law.
If an order is delayed, please contact us so that we can investigate and assist.
Where appropriate, Riverside Printers may offer a refund of delivery charges, an alternative delivery arrangement or another suitable resolution.
Courier delays do not automatically entitle customers to a refund of the full printing cost. However, this does not affect statutory rights, including rights arising where delivery by an agreed date was essential or where goods have not been delivered within the legally required timeframe.
For consumer orders, Riverside Printers remains responsible for delivery until the goods are received by the customer or a person nominated by them, except where the customer has independently arranged a carrier not offered by Riverside Printers.
8. Partial Use of Products
If a customer identifies a problem with an order, we ask that they stop using the affected products where reasonably possible and contact us promptly.
Where some products have already been used or distributed, we will consider the circumstances when assessing the issue.
Factors may include:
- The nature and extent of the defect.
- The quantity of products affected.
- Whether the products remain suitable for their intended purpose.
- Whether replacement products can reasonably resolve the issue.
- Any applicable statutory rights.
The use of some products does not automatically prevent a customer from obtaining a remedy to which they are legally entitled.
9. Refund Processing
Where a refund has been agreed, we will normally issue it to the original payment method.
Refunds will be processed within 14 days of the refund being agreed, or sooner where required by applicable law.
The time taken for funds to appear in your account may depend on your bank or payment provider.
Where a statutory refund deadline applies, we will comply with that deadline.
10. Business Customers
Riverside Printers supplies both individual consumers and business customers.
For business-to-business transactions, returns, cancellations and remedies will be governed by the agreed contractual terms and applicable UK law.
Business customers are expected to inspect deliveries promptly and report any apparent damage, shortages or defects within 48 hours wherever reasonably possible.
Any contractual limitations applicable to business customers will be subject to relevant legal requirements, including the requirement that certain exclusions or restrictions must be reasonable.
11. Your Statutory Rights
Nothing in this policy is intended to exclude, restrict or otherwise affect any statutory rights that cannot lawfully be excluded.
For consumers, these include rights under the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
12. Contact Us
If you have any questions about an order, wish to report a problem or need to request a cancellation, please contact our customer service team.
sales@riversideprinters.co.uk
01536 521199
Please include your order number and details of your enquiry so that we can assist you as quickly as possible.