Refunds & Returns

Email support@preptopop.com within 14 days of delivery with:

• Your order number.
• A photograph of the item as it arrived, and of the packaging if it was damaged in transit.
• What is wrong with it.

We answer within two business days. If a reprint is agreed, it goes into production at no charge and we pay the shipping. If a refund is agreed, it goes back to the card you paid with, usually within 5–10 business days once issued — the timing after that is your bank’s.

Please do not send anything back until we ask. Most claims are settled from the photograph, and posting a damaged banner back costs more than it proves.

• Spelling, phone numbers, addresses or opening hours that were wrong in the artwork you approved. We print what was approved.
• Colour differing from what you saw on your screen. Screens emit light and print reflects it; the same file also looks different on vinyl, card and fabric.
• Small variation in trim or size within normal production tolerance.
• Low-resolution artwork you uploaded printing softly at a large size.
• A carrier delay, or a parcel sent to an address that was entered incorrectly.
• Damage after delivery, including outdoor material that has been up through weather.

If you are unsure whether something falls here, send the photograph anyway. We would rather look.

Email us as soon as possible. If production has not started we will cancel and refund in full. Once a job is on a press it cannot be stopped, and at that point the order stands.

Cancel from your billing page at any time. Your site stays live until the end of the period you have already paid for, then unpublishes. We do not refund time that has already run, and a monthly plan cancelled the day after it renews runs to the end of that month.

Two exceptions, both of which we apply without argument:

• An annual plan cancelled within 14 days of the first payment, where the site was never published — refunded in full.
• A charge you did not intend, such as a duplicate payment or a renewal after you told us to cancel — refunded in full.

If we withdraw a feature you were paying for, or close the service, we refund the unused part of the period.

We may refuse a job that appears to infringe someone else’s rights or that breaches our terms. If we do, you are refunded in full. Nothing is charged for work we decline to print.

support@preptopop.com — Prep to Pop, [to be completed].