Refund & Return Policy.

General Policy

Many products offered by Primovaa are custom-made or produced according to customer requirements. This can include business cards, flyers, brochures, catalogues, marketing materials, T-shirts, custom apparel, mugs, promotional products and other personalized printed products.

Because these products may be produced specifically for an individual customer, Primovaa generally cannot accept returns simply because a customer changed their mind, ordered the wrong quantity or no longer requires the product after production has started.

This policy does not limit any consumer rights that cannot legally be excluded or restricted.

When a Refund or Replacement May Be Available

An order may be eligible for a refund, replacement, reprint or another appropriate resolution if the issue is attributable to Primovaa.

• The wrong product was supplied.
• There is a significant printing error caused by Primovaa.
• The product was damaged during production, packaging or transportation.
• Items included in the order are missing.
• The product has a significant manufacturing or production defect.

Each claim may be reviewed based on the specific circumstances of the order.

Customer-Supplied Artwork

Primovaa is generally not responsible for errors contained in artwork, files or information supplied by the customer.

• Spelling errors.
• Incorrect phone numbers or email addresses.
• Incorrect website addresses.
• Incorrect business names or other supplied information.
• Incorrect logos or images.
• Low-resolution images.
• Incorrect dimensions.
• Missing design elements.
• Incorrect colors in customer-supplied artwork.
• Incorrect fonts or file setup.
• Bleed, crop or layout issues contained in supplied files.

For example, if a customer supplies a business card design containing an incorrect phone number, the resulting product would generally not qualify for a refund on the basis of that customer-supplied error.

Proof Approval

Where Primovaa provides a proof for customer approval, customers should carefully review the proof before approving production.

Customers should check spelling, names, contact information, logos, colors, layout, images, dimensions, quantity and other visible details.

Errors that were visible in an approved proof may generally not be considered a Primovaa production error.

Color Differences

Printed colors can vary depending on monitor calibration, screens, printing processes, paper, fabric, ink, materials and production batches.

Minor color differences between a screen, proof and final printed product do not automatically qualify for a refund.

A significant production issue may be reviewed where the difference materially affects the supplied product.

Minor Printing Variations

Printing and finishing processes can result in minor variations in positioning, cutting, folding, color, ink coverage, material texture or alignment.

Small variations within reasonable production tolerances generally do not constitute a defect.

A substantial variation that materially affects the usability or appearance of the product may be reviewed.

Custom Products

Custom products are generally not returnable solely because the customer:

• Changed their mind.
• No longer needs the product.
• Ordered too many products.
• Ordered the wrong product.
• Selected the wrong size or color.
• Submitted incorrect information.
• Dislikes the design after approving it.

Standard or Non-Custom Products

If Primovaa offers products that are not custom-made, their return eligibility may differ depending on the product, its condition, applicable terms and applicable law.

Return Request Timeframe

Customers should contact Primovaa as soon as reasonably possible after identifying an issue with an order.

Primovaa recommends reporting product issues within 7 calendar days of delivery where possible.

This recommended timeframe does not remove any mandatory rights that may apply under applicable law.

How to Request a Return or Refund

When contacting Primovaa about an order issue, customers should provide as much relevant information as possible, including:

• Full name.
• Order number.
• Email address used for the order.
• Product involved.
• Delivery date.
• Description of the issue.
• Quantity affected.
• Photographs of the product where relevant.
• Photographs of the packaging where relevant.
• Relevant proof or order information.

Return Authorization

Customers should not send products back without first contacting Primovaa where a return is required.

Primovaa may provide return instructions where applicable. Sending products without appropriate instructions may delay the review of a claim.

Damaged Packages

If an order arrives with visible damage, customers should, where possible, photograph the package before opening it.

Useful evidence may include photographs of the outer packaging, shipping label, visible damage and the products inside.

Customers should contact Primovaa promptly regarding damaged deliveries.

Missing Items

If an order is missing items, customers should provide their order number, identify the missing products and quantities, and provide relevant package or label photographs where available.

Wrong Product

If Primovaa supplied the wrong product, Primovaa may provide an appropriate resolution depending on the circumstances.

Possible resolutions may include a replacement, reprint, refund, store credit or another appropriate solution.

Defective Printing

Primovaa may request photographs, samples or other information to evaluate a reported production defect.

Examples of potentially significant production issues include:

• Large unprinted areas where printing was expected.
• Major missing design elements caused during production.
• Significant production errors.
• Incorrect production specifications.
• Severe product damage.

Minor imperfections or reasonable production variations may not qualify as defects.

Reprints

Where a qualifying printing or production error is confirmed, Primovaa may choose to provide a reprint or replacement instead of a refund.

A reprint may be appropriate where the original artwork was correct, the production error was caused by Primovaa and the customer still requires the same product.

Refunds

Where a refund is approved, Primovaa will generally issue the refund to the original payment method where possible.

The time required for a refund to appear may depend on the payment provider, bank or financial institution.

Partial Refunds

A partial refund may be considered where only part of an order is affected, a portion of the products is missing, or only a specific quantity is defective.

The amount and availability of any partial refund will depend on the circumstances of the order.

Refund Processing

Once a refund has been approved, Primovaa will initiate the applicable refund process.

The time for funds to reach the customer may vary depending on the payment method and payment provider.

Return Shipping Costs

Where a return is required because of an error attributable to Primovaa, Primovaa may cover reasonable return shipping costs or provide another appropriate solution.

Where the reason for a return is not attributable to Primovaa, the customer may be responsible for applicable shipping costs, subject to applicable law.

Customer-Requested Changes

Customers should request changes as soon as possible.

Changes may be possible before production begins. Once production has started, changes may no longer be possible and additional charges may apply where permitted.

Cancellation Before Production

Customers should request cancellation as soon as possible.

A cancellation may be possible if production has not started.

If work has already started, cancellation may not be possible. Any applicable costs may be considered where permitted.

Cancellation After Production

Once printing, customization, finishing, packaging or shipping has started, cancellation of a custom order is generally not available.

Orders Delayed by the Customer

Delays caused by the customer may not qualify for a refund.

• Delayed proof approval.
• Missing information.
• Incorrect information.
• Payment delays.
• Requested changes.
• Failure to respond.
• Unsuitable customer-supplied artwork.

This is subject to any rights that may apply under applicable law.

Shipping Delays

Delivery estimates may be affected by circumstances outside Primovaa's control, including carrier delays, weather, holidays, customs, transportation problems, incorrect addresses, emergencies or service interruptions.

A shipping delay does not automatically qualify an order for a refund.

Where an order is lost or significantly delayed, Primovaa may work with the customer and relevant carrier to investigate the situation.

Incorrect Shipping Address

Customers are responsible for providing an accurate shipping address.

If an order must be reshipped because an incorrect address was supplied by the customer, additional shipping costs may apply.

Refused Packages

Refusing delivery does not automatically constitute a cancellation or approved return.

Customers should contact Primovaa if they do not wish to accept a delivery so the situation can be reviewed.

Applicable return or reshipping costs may apply depending on the circumstances.

Used or Altered Products

Where a return is permitted, the product may need to be returned in the condition required for the applicable return.

A claim may be affected where a product has been used, altered, damaged after delivery, modified, washed, printed over, cut or otherwise changed by the customer.

This does not limit any mandatory rights that may apply.

Promotions and Discounts

Refunds involving promotional pricing, coupons, discounts, bulk pricing or promotional products may be calculated with the applicable promotion taken into account.

Returning only part of an order may affect eligibility for a promotion or discount where applicable.

Gift Cards and Store Credit

If Primovaa offers gift cards or store credit, separate terms may apply.

Gift cards and store credit are not automatically exchangeable for cash except where required by applicable law.

Fraudulent or Abusive Claims

Primovaa may investigate claims that appear fraudulent, misleading or abusive.

This may include false damage claims, false statements, manipulated photographs, repeated misuse of the return process or other suspicious activity.

Where permitted, Primovaa may refuse claims that are determined to be fraudulent or abusive.

Chargebacks

Customers are encouraged to contact Primovaa regarding order issues before initiating a payment dispute where appropriate.

Primovaa may investigate chargebacks and provide relevant order information to the applicable payment provider.

Nothing in this section removes any rights available to customers under applicable payment rules or law.

Consumer Rights

This policy is not intended to remove or restrict consumer rights that cannot legally be excluded or restricted.

Where mandatory applicable law provides rights that differ from this policy, those mandatory requirements will apply.

Policy Exceptions

Primovaa may make an exception to this policy in individual circumstances where appropriate.

An exception made in one situation does not automatically create an obligation to make the same exception in another situation.

Any specific exception or arrangement should be confirmed in writing where appropriate.

Changes to This Policy

Primovaa may update this Refund & Return Policy from time to time to reflect changes to its products, services, business practices, payment methods, shipping processes or applicable requirements.

When the policy is updated, the revised version will be published on this page together with an updated "Last Updated" date.