Cancellation and Refund Policy

Before production begins

You may request cancellation before design preparation, material procurement or production begins. If no project cost has been incurred, the eligible amount will be refunded. Any non-recoverable design, procurement, payment-gateway or other cost already disclosed and incurred may be deducted where permitted by law.

After work or production begins

Custom and personalised orders generally cannot be cancelled for a change of mind after design work, procurement or production has begun. Contact us immediately; where work can still be stopped, we will review the unspent portion and explain any eligible refund.

Damaged, incorrect or materially non-conforming orders

Please notify us within 3 calendar days after recorded delivery if an item arrives damaged, is different from the approved order, or materially fails an agreed written specification. Email the order or invoice number, a description, clear photographs of the item and packaging, and an unboxing video if available.

After review, an eligible claim may be resolved by repair, reprint, replacement, credit or refund, depending on the issue. Normal layer lines, disclosed process tolerances, minor colour variation, customer-supplied design errors and suitability issues that were not specified before approval are not defects.

Refund method and timeline

We aim to acknowledge a complete request within 2 business days and communicate the decision after the required review. Approved refunds are initiated to the original payment method within 5–7 business days. Your bank or payment provider may require additional time to post the credit. Shipping charges are refundable only when the fulfilment error is attributable to K2 Printly or where required by law.

How to request cancellation or refund

Email admin@k2printly.com with the subject “Cancellation/Refund – Order [number]”, or use our Contact Us page. Include the customer name, order or payment reference, reason and relevant evidence. Do not return an item until return instructions are provided.

Payment failures and duplicate payments

If an amount is debited but the payment is not confirmed, first allow the bank or payment provider’s normal reconciliation period. Verified duplicate or excess payments will be refunded to the original payment method. Razorpay facilitates payment processing but refund approval is handled by K2 Printly.