Refund and Returns Policy

Effective date: August 4, 2026

This Refund and Returns Policy applies to products and services purchased from Print-Tech / ICG, including orders placed through our website, by telephone, by email, through a quotation or purchase order, or in person.

In this Policy, “Print-Tech,” “ICG,” “we,” “us,” and “our” refer to the business supplying the products or services. “Customer,” “you,” and “your” refer to the person or organization placing the order.

By placing an order, approving a quotation or proof, submitting payment, or authorizing production, you acknowledge that you have reviewed and accepted this Policy.

1. Policy summary

Except as specifically stated in this Policy:

All sales are final.
We do not accept returns or provide refunds for non-defective products.
Custom, personalized, printed, altered, finished, or specially ordered products cannot be returned.
Defective products may qualify for replacement after inspection and approval by Print-Tech.
Defective products are normally replaced rather than refunded.
An approved refund will be provided only where Print-Tech determines that replacement is not reasonably possible, where an incorrect or duplicate charge has occurred, or where a refund is required by applicable law.
Any approved refund for a card purchase will be credited to the same payment card used for the original transaction.
Nothing in this Policy excludes or limits any right or remedy that cannot lawfully be excluded under applicable consumer-protection legislation.

2. Custom and personalized orders

Custom orders include, without limitation:

Business cards;
Brochures, flyers, pamphlets, and sell sheets;
Posters and calendars;
Letterhead, envelopes, folders, and note pads;
Postcards, invitations, greeting cards, and mailing pieces;
Labels, packaging, menus, rack cards, tent cards, and door hangers;
Forms, invoices, business cheques, and carbonless products;
Booklets, catalogues, magazines, manuals, reports, and books;
Variable-data or personalized printing;
Products printed with customer-supplied artwork, text, photographs, logos, names, addresses, numbering, or other content;
Products made in a customer-selected size, quantity, colour, stock, coating, binding, finish, or configuration;
Products that have been cut, folded, scored, die-cut, stitched, bound, laminated, coated, packaged, or otherwise finished for a particular customer; and special-order paper, materials, dies, plates, tooling, outsourced services, mailing preparation, or other production components obtained for a specific order.
Because these products are manufactured or prepared specifically for the customer, they cannot be resold or restocked. Custom and personalized orders are therefore **final sale and non-returnable**, except where Print-Tech confirms that the products are defective or materially fail to match the approved order specifications.

3. Standard products

Standard, non-customized products are also final sale once payment has been accepted and the order has been prepared, shipped, delivered, or collected.

We do not accept returns or provide refunds because:

The customer changed their mind;
The product is no longer needed;
The customer ordered too many products;
The customer selected the wrong product, size, quantity, stock, colour, finish, or configuration;
The customer found a lower price elsewhere;
The product does not suit the customer’s intended use, where that intended use was not disclosed and confirmed in writing before purchase;
The customer’s event, promotion, mailing, project, or business requirement was cancelled or changed; or
The customer failed to review the product description, quotation, specifications, artwork, or proof before approving the order.

4. What qualifies as a defect

A product may qualify as defective where Print-Tech determines that it contains a material production error attributable to Print-Tech, including:

The wrong product was supplied;
The wrong approved artwork or file was printed;
The printed content materially differs from the final proof approved by the customer;
The product was produced in a materially incorrect size, stock, colour specification, quantity, or finish;
Cutting, folding, binding, stitching, lamination, coating, scoring, numbering, or other finishing was materially incorrect;
A substantial portion of the order is unusable because of a production fault;
Products were damaged before delivery or collection;
Products were damaged during shipment arranged by Print-Tech, subject to the shipping-damage requirements below; or
An item represented as a standard product arrived materially damaged or inoperable.
A defect must materially affect the appearance, function, accuracy, or intended ordinary use of the product. Minor variations that do not materially affect the product will not normally qualify as defects.

5. Conditions that are not considered defects

The following are not normally considered defects and do not qualify for replacement or refund:

Customer-supplied errors

Spelling, punctuation, grammar, telephone-number, address, date, pricing, QR-code, barcode, or other content errors contained in customer-supplied files;
Incorrect, incomplete, outdated, duplicated, or missing customer content;
Low-resolution, pixelated, compressed, corrupted, or improperly prepared artwork;
Missing fonts, substitutions, transparency issues, embedded-profile issues, or file-conversion changes arising from the supplied file;
Incorrect page order, orientation, dimensions, margins, bleed, crop marks, safe areas, or imposition supplied or approved by the customer;
Copyright, trademark, privacy, consent, licensing, or ownership issues involving customer-supplied content; and
A customer’s failure to follow file-preparation instructions.

Approved proof content

An item is not defective merely because the customer notices an error after approving a proof, where the finished product materially matches the approved proof.

Colour and display differences

Computer monitors, mobile devices, office printers, digital presses, offset presses, paper stocks, coatings, laminates, inks, toners, and production runs may display or reproduce colour differently.

Minor colour differences between:

A screen and a printed product;
A customer’s desktop printer and commercial printing;
Digital and offset printing;
Coated and uncoated stock;
Different paper or material batches;
Separate production runs; or
Previous and current orders
are not considered defects unless an exact colour standard was agreed to in writing before production and the finished product materially fails to meet that agreed standard.

Normal commercial-production variation

Minor variations may occur in cutting, folding, registration, alignment, colour, coating, lamination, binding, paper, material, or finishing.

Variations within reasonable commercial printing and finishing tolerances are not considered defects. Where exact tolerances are critical, the customer must disclose those requirements before accepting the quotation and must obtain written confirmation from Print-Tech.

Customer handling or storage

Damage caused after delivery or collection is not a defect, including damage caused by:

Improper handling;
Moisture, heat, cold, sunlight, or humidity;
Improper stacking or storage;
Bending, crushing, scratching, tearing, or contamination;
Applying labels, adhesives, coatings, chemicals, or other materials;
Using the product for an unsuitable application; or
Alteration, installation, finishing, mailing, distribution, or processing by the customer or another party.

6. Proof approval and customer responsibility

Where Print-Tech provides a digital or physical proof, the customer is responsible for carefully checking all content and specifications before approval.

The customer must review, as applicable:

Spelling and grammar;
Names, addresses, telephone numbers, email addresses, and website information;
Dates, prices, legal wording, and contact information;
Page count and page order;
Size, orientation, margins, bleed, and placement;
Images, logos, colours, and backgrounds;
Quantities, paper, stock, coating, binding, and finishing;
Barcodes, QR codes, numbering, variable data, and mailing information; and
Any other detail shown in the proof or order confirmation.

Production may begin once approval is received. Approval may be given through email, electronic proof approval, signed documentation, payment, purchase order, or another written authorization accepted by Print-Tech.

Print-Tech is not responsible for errors visible in an approved proof unless Print-Tech changed the approved content after approval without the customer’s authorization.

7. Reporting a defective order

The customer must inspect the order promptly after delivery or collection.

A defect claim must be submitted to Print-Tech within 14 calendar days after the order was delivered or collected.

Claims involving visible shipping damage must be reported within 48 hours after delivery.

The claim must include:

The customer’s name and contact information;
Company name, where applicable;
Order, invoice, quotation, or purchase-order number;
A clear description of the alleged defect;
The quantity believed to be affected;
Clear photographs showing the defect;
Photographs of the shipping carton and packaging where shipping damage is alleged;
A copy or photograph of the shipping label where applicable; and
Any other information reasonably requested by Print-Tech.

Customers should retain all products, cartons, labels, packaging, proofs, and supporting materials until the claim has been resolved.

Failure to report a claim within the applicable period may affect our ability to verify the problem, make a carrier claim, or provide a remedy. This reporting period does not override any mandatory right available under applicable law.

8. Return authorization required

Products must not be returned without prior written authorization from Print-Tech.

Contacting us or submitting photographs does not automatically authorize a return.

Where inspection is required, Print-Tech will provide return or inspection instructions. Returned products must include the authorization information supplied by Print-Tech and must be packaged reasonably to prevent further damage.

Unauthorized returns may be refused, held for customer collection, or returned to the customer at the customer’s expense.

9. Inspection and evaluation

Print-Tech may inspect:

The entire order;
A representative sample;
The affected quantity;
The approved proof;
Original artwork and production files;
Production records;
Packaging and shipping materials; and
Any photographs or documents submitted with the claim.

No replacement or refund will be approved until Print-Tech has had a reasonable opportunity to evaluate the claim.

A customer must not discard, destroy, distribute, resell, use, mail, alter, or otherwise dispose of allegedly defective products before Print-Tech completes its review, unless Print-Tech provides written authorization.

Use or distribution of a substantial portion of the order may be considered evidence that the products were accepted, except where the defect could not reasonably have been discovered before use.

10. Replacement of defective products

Where Print-Tech confirms that a product is defective, Print-Tech’s primary remedy will be to replace or reproduce the affected product.

At Print-Tech’s discretion, replacement may apply to:

The entire order;
Only the defective quantity;
Only the affected component; or
A commercially reasonable quantity necessary to correct the confirmed problem.

The replacement will normally use the original approved artwork, specifications, quantity, paper, material, finishing, and delivery method.

Changes requested by the customer during replacement may result in additional charges and may be treated as a new order.

Print-Tech will provide an estimated replacement-production schedule after the claim has been approved. Replacement timing may depend on product complexity, material availability, outside services, production capacity, carrier schedules, and the customer’s response to any required proof or approval.

11. Return and replacement shipping costs

If Print-Tech confirms that the product is defective:

Print-Tech will provide reasonable return instructions where a return is required;
Print-Tech will pay or reimburse reasonable authorized return-shipping costs;
Print-Tech will cover the standard cost of shipping the approved replacement to the original delivery address; and
The customer will not be charged again for the confirmed defective quantity.

Print-Tech will not be responsible for unauthorized expedited shipping, courier upgrades, special handling, brokerage, storage, redirection, or other costs that were not approved in writing.

If inspection determines that the product is not defective, the customer may be responsible for return, inspection, redelivery, or replacement costs.

12. Refunds

Defective products are normally replaced and are not automatically eligible for a refund.

A refund may be authorized where:

Print-Tech confirms a defect and determines that replacement is not reasonably possible;
Print-Tech cannot supply the product ordered or a reasonably acceptable replacement;
The customer was charged more than the authorized amount;
A duplicate payment was processed;
Payment was processed for an order that Print-Tech did not accept; or
A refund is required by applicable law.

The amount of an approved defect-related refund will normally be limited to the amount paid for the confirmed defective product or affected portion of the order, including applicable taxes.

Original delivery, rush, design, proofing, file preparation, mailing, brokerage, installation, outside-service, and other charges are not refundable where those services were properly performed, unless they form part of the confirmed error or applicable law requires otherwise.

13. Method of refund

Where the original purchase was paid by credit or debit card, any approved refund will be issued to the same card used for the original transaction.

Card purchases will not be refunded in cash, by cheque, by electronic transfer, or to a different card, except where required or expressly permitted by the payment processor and applicable law.

Where the original purchase was paid by another method, Print-Tech will determine the appropriate refund method based on the original payment and its accounting requirements.

After Print-Tech submits an approved refund, the time required for the credit to appear depends on the customer’s card issuer or financial institution.

14. Order changes and cancellations

Customers should review all order details before submitting payment or authorizing production.

A request to change or cancel an order must be made immediately. A request is not effective until Print-Tech confirms it in writing.

Once any of the following has occurred, the order cannot normally be cancelled:

Artwork preparation has begun;
A proof has been prepared;
A proof has been approved;
Materials have been ordered or allocated;
Plates, dies, tooling, screens, programming, imposition, or setup has begun;
Printing or production has begun;
Finishing or packaging has begun;
Outside services have been ordered;
Mailing or distribution work has begun; or
The order has been shipped or made available for collection.

Print-Tech is not obligated to approve a cancellation. Where Print-Tech voluntarily approves a cancellation before production, the customer remains responsible for work performed, materials purchased, setup, design, proofs, administrative costs, outside services, payment-processing costs where legally permitted, and other non-recoverable expenses.

15. Incorrect delivery address

The customer is responsible for providing a complete and accurate billing, shipping, and contact address.

Print-Tech is not responsible for delay, loss, additional shipping cost, or non-delivery caused by:

An incorrect or incomplete address supplied by the customer;
Failure to provide an apartment, unit, suite, buzzer, department, loading-dock, or contact number;
A customer-requested redirection;
The recipient’s refusal or inability to accept delivery; or
Failure to collect an order from the carrier or Print-Tech.

Additional shipping, redirection, return, storage, and reshipment costs may be charged to the customer.

16. Shipping damage, missing packages, and shortages

Shipping damage

Visible shipping damage must be noted with the carrier where possible and reported to Print-Tech within 48 hours.

The customer must preserve the products and all original packaging so that Print-Tech or the carrier can inspect them.

Where Print-Tech confirms that products were damaged during shipment arranged by Print-Tech, the affected products will normally be replaced.

Missing or lost shipments

Where a shipment has not arrived, the customer must contact Print-Tech so that the shipment can be traced.

A carrier’s estimated delivery date is not a guarantee unless Print-Tech expressly agreed to a guaranteed service in writing.

Where the carrier confirms that a shipment was lost before delivery, Print-Tech will determine whether to reproduce and replace the order or provide another remedy permitted by this Policy.

Print-Tech is not responsible for theft, loss, or damage occurring after the carrier records the shipment as delivered to the address supplied by the customer, unless the carrier or Print-Tech confirms a delivery error.

Quantity shortages

Quantity shortages must be reported within 14 calendar days after delivery or collection.

The customer must identify the packages counted and the quantity received. Print-Tech may review packing, production, weight, and shipping records before approving a replacement.

17. Pickup orders and unclaimed products

Customers collecting an order must inspect the outer packaging and confirm the number of packages at pickup.

Orders not collected within the time communicated by Print-Tech may be subject to storage charges.

Print-Tech may dispose of unclaimed products after providing reasonable notice to the customer. Disposal of an unclaimed order does not cancel the customer’s payment obligation and does not create a right to a refund.

18. Deadlines and consequential losses

Print-Tech will make reasonable efforts to meet confirmed production and delivery schedules. However, production and delivery dates may be affected by equipment failure, material shortages, carrier delays, severe weather, power or communication failures, labour disruptions, supplier delays, government action, emergencies, or other circumstances beyond reasonable control.

Unless expressly agreed in writing, production and delivery dates are estimates.

To the fullest extent permitted by law, Print-Tech is not responsible for indirect, special, incidental, or consequential losses arising from delay or a defective order, including lost sales, lost profit, lost opportunity, event costs, advertising costs, mailing costs, labour costs, installation costs, or third-party penalties.

This provision does not limit liability that cannot lawfully be limited.

19. Customer service and payment disputes

Customers should contact Print-Tech promptly if they:

Do not recognize a charge;
Believe they were charged incorrectly;
Believe a payment was duplicated;
Did not receive their order;
Received an incorrect product; or
Believe an order is defective.

We will review the transaction, order documents, proof approvals, production records, delivery information, and other relevant evidence.

Customers are encouraged to allow Print-Tech a reasonable opportunity to investigate and resolve a concern before initiating a payment dispute or chargeback. This does not prevent a customer from exercising any right available through their card issuer or under applicable law.

20. Business and trade customers

Where a customer purchases for business, commercial, resale, trade, mailing, promotional, or organizational purposes, the customer is responsible for inspecting the order before resale, distribution, mailing, installation, use, or delivery to its own customer.

Print-Tech is not responsible for promises, warranties, delivery dates, prices, or remedies separately offered by a reseller, broker, distributor, agency, or trade customer to another party unless Print-Tech expressly agreed to those obligations in writing.

21. Statutory rights

This Policy is intended to describe Print-Tech’s ordinary refund, return, and replacement procedures.

Nothing in this Policy excludes, restricts, or replaces any warranty, condition, right, or remedy that cannot legally be excluded under applicable federal or provincial law.

Where a provision of this Policy conflicts with a mandatory legal requirement, the mandatory legal requirement will apply to the extent of the conflict.

22. Changes to this Policy

Print-Tech may revise this Policy from time to time.

The Policy that applies to an order will normally be the version in effect when the order was placed, unless a later version is required by law or is more favourable to the customer.

The effective date shown at the beginning of this Policy identifies the most recent revision.

23. Contact information

Questions, defect claims, billing concerns, and authorized return requests may be directed to:

Print-Tech / ICG
910 Rowntree Dairy Road, Unit 4
Woodbridge, Ontario L4L 5W4
Canada

Telephone: 905-851-7222
Email: contact_us@innercirclegroup.org

When contacting us, please provide your order number, invoice number, quotation number, or purchase-order number wherever available.