All TCOgraphics products are custom-made using artwork, dimensions, quantities, materials and other specifications selected or approved by the customer.

Because our products are made to the customer’s specifications or are clearly personalised, they cannot normally be returned or refunded simply because the customer has changed their mind.

 

1. Change-of-mind returns

We do not accept returns, exchanges or cancellations for change of mind once production has begun.

The usual cancellation period for online purchases does not apply to goods that are made to a customer’s specifications or are clearly personalised.

This includes situations where:

• The customer no longer wants or needs the order.

• The customer ordered the wrong size, material, finish or quantity.

• The customer supplied incorrect artwork or information.

• The finished product accurately reflects artwork or a proof approved by the customer.

• A promotional code or offer was not applied before the order was completed.

This policy does not affect your statutory rights where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.

 

2. Cancelling before production

If you need to cancel or change an order, contact us immediately at hello@tcographics.com.

We may be able to cancel or amend an order if production has not started. However, this cannot be guaranteed.

If artwork preparation, setup or production work has already begun, we may be unable to cancel the order or provide a full refund. Any refund offered in these circumstances is discretionary and may be reduced to account for work and costs already reasonably incurred.

Your statutory rights remain unaffected.

 

3. Damaged, faulty or incorrect orders

Please inspect your order as soon as reasonably possible after delivery.

Contact us promptly if:

• Your order arrives damaged.

• The products have a manufacturing fault.

• You receive the wrong product or quantity.

• The products are materially different from the agreed specification or approved artwork.

• A material part of your order is missing.

Email hello@tcographics.com with:

• Your order number.

• A description of the problem.

• Clear photographs showing the affected products and packaging.

• The approximate number of affected items.

We may request further information or ask for the affected products to be returned so that we can assess the issue.

Do not dispose of the products or packaging until we have confirmed that they are no longer required.

 

4. Available remedies

Where products are faulty, damaged, misdescribed or do not conform to the contract, we will provide an appropriate remedy in accordance with applicable consumer law.

Depending on the circumstances, this may include:

• Reprinting or replacing the affected products.

• Repairing the products where appropriate.

• Providing a full or partial refund.

• Providing an agreed price reduction.

Where the legal short-term right to reject applies, consumers may be entitled to reject non-conforming goods within 30 days of receiving them.

After that period, we may normally offer a repair or replacement before a refund or price reduction, where permitted by law.

Where only part of an order is affected, the remedy will normally apply to the affected quantity rather than the entire order, unless the remainder of the order cannot reasonably be used as intended.

 

5. Approved artwork and customer-supplied errors

Customers are responsible for reviewing their artwork, selections and any available preview or proof before approving or completing an order.

We are not normally responsible for errors contained in customer-supplied or customer-approved artwork, including:

• Spelling or grammatical errors.

• Incorrect contact details.

• Low-resolution or poor-quality images.

• Incorrect dimensions or orientation.

• Unwanted backgrounds or transparency.

• Elements positioned too close to a cut line.

• Colours represented inaccurately within the supplied file.

• Artwork for which the customer does not hold the required rights.

An issue visible in artwork or a proof approved by the customer will not normally be treated as a manufacturing fault where the finished product accurately reproduces that approved content.

This does not apply where we have failed to manufacture the products in accordance with the agreed specification.

 

6. Colour, cutting and manufacturing tolerances

Printed colours may differ slightly from colours displayed on a screen because of differences in displays, colour profiles, inks, materials and production processes.

Minor variations in colour, cutting, alignment, dimensions or quantity that fall within the manufacturing tolerances disclosed in our product information or Terms of Service do not necessarily constitute a defect.

We will assess whether any variation is material by considering the agreed specification, normal production tolerances and whether the products remain reasonably fit for their intended purpose.

 

7. Returning faulty or incorrect products

Do not return an order without contacting us first.

If a return is required, we will provide instructions explaining how and where to send the products.

Where the products are confirmed to be faulty, damaged, misdescribed or incorrect, TCOgraphics will cover reasonable return costs where required by law.

Products returned without prior authorisation may be delayed because we may be unable to identify the order or reason for the return.

 

8. Refunds

If a refund is approved, it will be issued to the original payment method unless otherwise agreed or required by law.

We will confirm when the refund has been processed. Banks and payment providers may require additional time to credit the funds to your account.

If more than 15 business days have passed since we confirmed that a refund was issued, contact hello@tcographics.com.

 

9. Delivery damage

If an order appears to have been damaged during delivery, retain the products and all packaging and contact us promptly.

Photographs of the outer packaging, shipping label and damaged products may be required so that we can investigate the matter with the delivery provider.

Your contract is with TCOgraphics. We will not require a consumer to resolve a valid claim directly with the courier.

 

10. Business customers

Where an order is placed wholly or mainly for business purposes, different statutory rights may apply.

Nothing in this policy excludes liability or remedies that cannot lawfully be excluded under the applicable contract.

 

11. Statutory rights

Nothing in this policy excludes or restricts any statutory right or remedy that cannot legally be excluded.

Consumers may obtain independent information about their rights from Citizens Advice or their local Trading Standards service.

 

12. Contact

Questions or claims relating to an order should be sent to:

Email: hello@tcographics.com
Correspondence address: TCOgraphics, Suite RA01, 195-197 Wood Street, London, E17 3NU, United Kingdom

Last updated: 06/09/2026