At Truprint your satisfaction is of utmost importance to us. We know how much your memories mean to you, and so your happiness with the products and service that you receive is our top priority.
If you are dissatisfied with your order for any reason please contact us within 28 days of receipt. We have a highly trained Customer Support team who will investigate the details of the issue and advise on the best resolution.
In most cases we can resolve your issue as soon as you contact us. However in some instances we may need you to return your order to us, in which case we will provide you with a Freepost address to send it to. If your order value exceeds £20.00, we recommend that you obtain proof of postage from the post office when returning it. We will contact you as soon as we receive the return to confirm receipt and discuss a solution with you. This is usually within 7 days of you posting the order back to us.
In the majority of cases we will be able to remake and resend your order free of charge, with no further work required from you. If we cannot recreate the order, of if a change is needed to the original order that only you can make on your account, we will issue you with a credit to replace the order and guide you through doing so.
Due to the personalised nature of our products, we can only issue monetary refunds when an order is found to be damaged or defective and you do not want a replacement order. A refund will only be issued upon receipt of your returned order.
We will not issue a refund, and may reject the request for a replacement, in cases involving customer error, such as spelling mistakes and cropping, or due to the quality of your original image. Please see the attached document at the bottom of this page for more information regarding this. To view this file you will need to have a PDF reader installed on your device. To download Adobe PDF reader please click here.