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Returns & refunds

Last updated 3 November 2026

Everything we make is printed specially for you, so this works a little differently to buying off the shelf. If something is wrong, we make it right.

Made to orderCustom products are made for you, so we can't take them back just because you changed your mind.
Something wrong?Print fault, wrong item or damage? We'll reprint, replace or refund. Tell us within 7 days.
Damaged in transitSend us photos of the parcel and the products and we'll sort it out.
CancellingFree until printing starts. After that, it's already on the roll.

1. Why custom orders are different

Every sticker, sticker pack and banner is printed and cut to the artwork, size and material you chose, so we can't resell it. That means we can't accept a return or give a refund simply because you changed your mind, ordered the wrong size or quantity, or don't like how an approved design looks in print.

For the same reason, the seven day cooling-off period for online purchases in section 44 of the Electronic Communications and Transactions Act doesn't apply to goods made to your specifications (section 42(2) of that Act). This doesn't affect your rights when something is actually wrong, which are set out below.

2. When we will make it right

We'll reprint, replace or refund your order, at no cost to you, if:

  • there is a print, cutting or material fault, for example banding, smudging, peeling, a wrong cut line or the wrong material;
  • we sent the wrong size, quantity, shape, finish or material;
  • the order arrives damaged, or items are missing;
  • the products don't match the order or proof you approved;
  • a pull-up banner base or X-banner frame is faulty, or stops working through normal use, within six months of delivery.

3. What isn't a fault

  • Mistakes in artwork you supplied or approved, such as spelling, colours, placement, or low-resolution files we warned you about.
  • Small differences between how colours look on your screen and in print, sticker sizes that vary by up to 1 mm, or banner sizes that vary by up to 1%.
  • Wear or damage after use, for example from harsh chemicals, abrasion, or applying a sticker to a surface it isn't suited to.
  • Products that have been applied, altered or cut after delivery, unless the fault only showed when you applied them.
  • Damage to banner stands caused by misuse, such as forcing the mechanism or using them outdoors in strong wind.

4. How to report a problem

  1. Email info@rarethread.online within 7 days of receiving your order, with your order number (for example RT-1001).
  2. Include a few clear photos showing the problem, and the parcel and packaging if it was damaged in transit.
  3. We'll reply within 2 business days.

If it's our fault, we'll reprint and send it again at our cost, or refund you if you prefer or a reprint isn't possible. We may ask you to keep the faulty products until we've looked at them, or to send them back; if we do, we'll arrange and pay for the courier.

Please report problems as early as you can. The 7 days is so we can help you fastest. It doesn't limit your rights under the Consumer Protection Act, including the right to have defective goods repaired, replaced or refunded within six months of delivery.

5. Cancelling an order

You can cancel for a full refund until we start printing. Email us with your order number as soon as possible. Once printing has started, the order can't be cancelled. If we can't meet an Express or Rush turnaround you paid for, we'll tell you before printing, and you can choose a slower turnaround with a refund of the difference, or cancel for a full refund.

6. Refunds

  • Refunds go back to the card you paid with, through Yoco. They usually reach your account within 5 to 7 business days of us approving the refund, depending on your bank.
  • If the problem was our fault, we also refund the delivery fee and any Express or Rush fee you paid for the affected order.
  • A partial refund is possible where only some items in an order are affected.

7. Delivery problems

If your parcel is late, tracking isn't updating or it hasn't arrived, email us and we'll follow up with the courier. If a parcel is lost by the courier, we'll reprint and resend it or refund you. If a parcel is returned to us because of an incorrect address or because nobody was available to receive it, we can resend it for the courier fee.

8. Collection orders

Please check your order when you collect it. If something is wrong, tell us at the studio or by email and we'll put it right in the same way as for delivered orders.

9. Quotes and design work

For Print & Supply jobs and artwork design, what's included and how changes are handled are set out in the quote you accept. If an installed job or a design we made has a fault on our side, tell us within 7 days of completion and we will put it right.

Questions? Email info@rarethread.online or contact us.