Last updated: 30 September 2026

Because every print is made to order specifically for you, we're unable to accept returns for change of mind, incorrect size selection, or colour variation between your screen and the printed piece. We do, however, stand fully behind the quality of what we ship, and this policy explains exactly how cancellations, damage claims, and refunds work.

Order cancellation

Because production starts shortly after checkout, orders can only be cancelled within 2 hours of purchase. Email us immediately at help@printrek.com with your order number if you need to cancel, and we'll confirm the cancellation and refund by email. Once production has started, the order cannot be cancelled.

Damaged or defective items

If your print arrives damaged, defective, or different from what you ordered, we will replace it or refund you in full, your choice. "Damaged or defective" includes cracked glass or acrylic, a broken or warped frame, visible print or colour defects, or the wrong product entirely. To request this:

• Email help@printrek.com within 7 days of delivery.
• Include your order number and clear photos of the damage or defect (including the outer packaging, if the damage looks transit-related).
• We'll review your request and confirm a replacement or refund within 2 business days.
• If a replacement is agreed, we'll dispatch it at no extra cost once the issue is confirmed; a courier pickup for the damaged item may be arranged where needed.

Exchanges

We don't offer direct exchanges for size or frame colour, since each print is made to order. If you'd like a different size or finish, request a refund for the damaged/defective item under the process above and place a new order.

Refunds

Approved refunds are processed back to your original payment method through our payment processor (Razorpay, PayU, Cashfree, or Stripe for international cards), and typically appear within 5 to 7 business days, depending on your bank or card issuer's own processing time. Shipping charges are refunded only when the return is due to our error (damaged, defective, or incorrect item); they are not refunded for cancellations after production has begun.

Delays beyond our control

Where a delay in replacement or refund is caused by circumstances outside our control, such as courier disruptions or payment processor delays, we'll keep you updated by email and process it as soon as possible.

Non-returnable items

Custom sizes, custom framing requests, and personalised prints cannot be returned or exchanged unless damaged or defective on arrival.

Need help?

If you're not satisfied with how a request was handled, email help@printrek.com and ask for it to be escalated; see also the Grievance Officer section of our Privacy Policy.