Dispute Resolutions

Printfetch aims to make print ordering clear, fair, and reliable. However, we understand that issues can sometimes occur between customers and printers. Our Dispute Resolution process is designed to help both parties reach a fair outcome.

When to Raise a Dispute

You may raise a dispute if there is a serious issue with an order, such as:

The order was not produced to the agreed specification
The printed items arrived damaged
The order was not delivered
The printer missed the agreed production terms
The customer and printer cannot agree on a resolution
There is a disagreement about payment release or refund eligibility

Step 1: Contact the Printer or Customer

Where possible, we encourage customers and printers to communicate first. Many issues can be resolved quickly through clear communication, such as arranging a reprint, replacement, partial refund, or updated delivery information.

Step 2: Contact Printfetch

If the issue cannot be resolved directly, contact Printfetch Customer Support with the full details of the dispute.

You may be asked to provide:

Order number
Approved artwork
Order specification
Photos of the printed items
Delivery tracking information
Messages between customer and printer
Any other evidence relevant to the issue

Step 3: Review Process

Printfetch will review the information provided by both sides. We may contact the customer and printer for further evidence before making a decision.

During this time, payment may be held if the order used an escrow or protected payment process.

Possible Outcomes

Depending on the circumstances, the outcome may include:

Reprint
Replacement
Full refund
Partial refund
Payment release to the printer
Order cancellation
No further action, if the order was fulfilled correctly

Fair and Transparent Decisions

Printfetch will aim to make a fair decision based on the order details, approved artwork, evidence provided, and the agreed print specification. Our goal is to protect customers while also ensuring printers are treated fairly.