Refund and Return Policy

Last Updated: January 12, 2026

Introduction

At AStar Printers, we are committed to your complete satisfaction. We take pride in delivering high-quality printing services and products. This Refund and Return Policy outlines the conditions under which refunds, replacements, and returns are accepted.

Please read this policy carefully before placing your order. By purchasing our services, you acknowledge and agree to the terms outlined below.

Our Quality Guarantee

We stand behind the quality of our work. Every product undergoes rigorous quality checks before shipping to ensure it meets our high standards and your specifications.

Custom-Made Products

Important: All our printing products are custom-made to your specific requirements and designs. Due to the personalized nature of our services, we have specific guidelines for refunds and returns.

Eligibility for Refunds and Returns

We Accept Returns and Offer Refunds For:

1. Manufacturing Defects

Products with defects caused during our production process, including:

• Printing errors (incorrect colors, blurry images, misalignment)
• Poor print quality not caused by low-resolution files
• Incorrect finishing (wrong binding, cutting, or folding)
• Material defects (tears, stains, or damage present before shipping)

2. Our Errors

Mistakes made by AStar Printers, such as:

• Wrong product delivered
• Incorrect specifications (size, paper type, quantity)
• Products that don’t match approved proofs
• Missing items from your order

3. Shipping Damage

Products damaged during transit, including:

• Bent, crushed, or torn items
• Water damage
• Broken or missing pieces

We Do NOT Accept Returns For:

• Approved Designs: Products printed exactly as per your approved proof
• Design Errors: Mistakes in your supplied artwork (typos, incorrect information, low-resolution images)
• Color Variations: Minor color differences between screen display and printed product (within industry-standard tolerance of ±10%)
• Change of Mind: Orders you no longer want after production has begun
• Custom Specifications: Products made to your requested specifications that you later decide are incorrect
• Buyer’s Remorse: Standard returns not related to defects or our errors
• Partially Used Products: Items from which some have been used or distributed

Timeframe for Reporting Issues

To be eligible for a refund or replacement, you must:

Report Within 48 Hours

• Inspect your order immediately upon delivery
• Report any issues within 48 hours of receiving your order
• Contact us via email (astarprinters2025@gmail.com) or phone (+1 368 399 7007)

After 48 Hours

Claims submitted after 48 hours may not be accepted unless there are extenuating circumstances.

How to Request a Refund or Return

Step 1: Contact Us

Reach out to our customer service team:

• Email: astarprinters2025@gmail.com
• Phone: +1 368 399 7007
• Business Hours: Monday-Friday 9:00 AM – 6:00 PM MST, Saturday 10:00 AM – 4:00 PM MST

Step 2: Provide Documentation

Include the following information:

• Order number
• Description of the issue
• Clear photographs showing the defect or error
• Date of delivery
• Quantity affected

Step 3: Evaluation

Our team will:

• Review your claim within 1-2 business days
• May request additional photos or information
• Determine if the issue qualifies for refund or replacement

Step 4: Resolution

Once approved, we will:

• Provide a replacement order at no charge, OR
• Issue a full or partial refund, OR
• Offer store credit for future orders

Refund Options

Full Refund

Issued when:

• We made a significant error
• Products are completely unusable due to our mistake
• Manufacturing defects affect the entire order

Partial Refund

Issued when:

• Only a portion of the order is affected
• Products are usable but have minor defects
• Issue affects a percentage of the total quantity

Store Credit

We may offer store credit equal to:

• The full value of the affected items
• Can be used for future orders
• Valid for 12 months from issue date
• Non-transferable

Replacement Orders

When Replacement is Provided:

• Products with manufacturing defects
• Incorrect items delivered
• Damage during shipping (with proof)

Replacement Process:

• Priority Production: Replacement orders are expedited
• No Additional Charge: Replacement is provided free of cost
• Rush Delivery: Available if original deadline was time-sensitive
• Original Return: Defective items may need to be returned or destroyed (as per our instruction)

Return Shipping

Our Error or Defect:

• We provide a prepaid return shipping label
• No shipping costs charged to you
• Return shipping arranged by AStar Printers

Customer Error:

• Customer is responsible for return shipping costs
• Returns due to customer error may not be accepted
• Restocking fee may apply (up to 25% of order value)

Refund Processing Time

Once your return is approved:

• Refund Initiated: Within 5-7 business days
• Credit Card Refunds: 5-10 business days to appear on your statement
• PayPal Refunds: 3-5 business days
• Other Payment Methods: 7-14 business days

Order Cancellations

Before Production:

• Full Refund: Available if order hasn’t entered production
• Processing Fee: May apply if design work has been completed
• Notification Required: Contact us immediately to cancel

After Production Begins:

• No Refund: Once production has started, orders cannot be cancelled
• Cancellation Fee: If production is stopped mid-process, fees will apply based on work completed
• Completed Orders: Cannot be cancelled once finished

Proof Approval Stage:

• Orders can be cancelled or modified before proof approval
• Changes after approval may incur additional design fees

Special Circumstances

Rush Orders:

• Rush fees are non-refundable if delivery meets agreed timeline
• Refunds for rush orders follow standard policy for defects

Bulk/Wholesale Orders:

• Special terms may apply for orders over $1,000
• Contact us for specific refund policies on large orders

Design Services:

• Design fees are non-refundable once work is completed
• Revisions included as per package selected

Product-Specific Policies

Business Cards, Brochures, Flyers, Postcards:

• Must report defects within 48 hours
• Minimum 10% of order must be affected for full replacement

Banners, Signs, Vinyl Graphics:

• Inspect immediately upon installation or receipt
• Damage must be photographed before installation

Promotional Products (T-shirts, Mugs, Pens):

• Return only if defective or incorrect
• Size or style preferences cannot be changed after production

NCR Books, Custom Forms:

• Verify all specifications before approval
• Sequential numbering errors qualify for replacement

Large Format (Wallpaper, Backdrops):

• Installation issues not covered unless due to product defect
• Color matching subject to standard tolerance

Quality Standards and Tolerances

Acceptable Industry Standards:

• Color Variation: ±10% from approved proof
• Quantity Tolerance: ±5% for orders over 500 units
• Cutting/Trimming: ±1/16 inch is standard
• Registration: ±1/32 inch on multi-color jobs

These variations are considered normal and do not qualify for refunds.

Damaged Shipments

Upon Delivery:

1. Inspect immediately while delivery person is present
2. Note damage on delivery receipt if package is visibly damaged
3. Photograph the damaged package and products
4. Contact us within 24 hours

Carrier Responsibility:

• We file claims with shipping carriers for transit damage
• Full cooperation required for carrier claims
• Replacement provided while claim is processed

Proof Approval Responsibility

Your Responsibility:

You are responsible for carefully reviewing and approving:

• Spelling and grammar
• Contact information (phone, email, address)
• Dates and times
• Prices and product details
• Image quality and placement
• Colors and design elements

No Refunds For:

Errors that were present in the approved proof and not caught by you during the approval process.

Restocking Fee

For returns accepted due to customer error or change of mind:

• Restocking Fee: Up to 25% of order value
• Return Shipping: Customer responsibility
• Condition Required: Products must be unused and in original packaging

Exchanges

We do not offer direct exchanges. If you need different products:

1. Return the original order (if eligible)
2. Receive refund or credit
3. Place a new order

Contact for Refund Requests

AStar Printers – Sign & Digital

Address: Calgary, Alberta, Canada – T2P 1J9
Email: astarprinters2025@gmail.com
Phone: +1 368 399 7007

Business Hours:
Monday – Friday: 9:00 AM – 6:00 PM MST
Saturday: 10:00 AM – 4:00 PM MST
Sunday: Closed

Dispute Resolution

If you are unsatisfied with our resolution:

1. Request to speak with a supervisor
2. Provide detailed documentation of your concern
3. We will conduct a thorough review
4. Final decision will be communicated within 5 business days

Changes to This Policy

We reserve the right to update this Refund and Return Policy at any time. Changes will be effective immediately upon posting to our website. The “Last Updated” date at the top indicates when changes were last made.

Legal Rights

This policy does not affect your statutory rights under Canadian consumer protection laws.

Final Notes

Our Commitment:

We value your business and strive to ensure complete satisfaction with every order. While we have specific policies in place, we handle each case individually and work to find fair solutions.

Prevention is Best:

To avoid issues:

• ✓ Review proofs carefully before approval
• ✓ Provide high-resolution files (minimum 300 DPI)
• ✓ Communicate special requirements clearly
• ✓ Order samples before large production runs
• ✓ Inspect orders immediately upon delivery

Questions?

If you have questions about this policy or a specific situation, please contact us. We’re here to help!