The short version: if we caused the problem, we fix it on our dime. If the file you supplied and approved is the problem, that’s on you. Either way, email us at hello@tuliprint.co within 7 days of delivery and we’ll work it out quickly.
1. Custom orders are non-returnable
Almost everything on TuliPrint is printed to your specifications and your artwork. We can’t restock it or resell it. As a result, we do not accept returns or refunds for taste, change of mind, wrong size selected by you, or buyer’s remorse. Please order a sample first if you’re uncertain about material, color, or finish.
2. We’ll reprint or refund when…
The order was misprinted by us
If we printed the wrong file, the wrong size, the wrong material, or otherwise failed to follow the order spec, we will reprint at no cost. If a reprint isn’t practical for your timing, we will refund the affected line.
The order arrived damaged
If your shipment arrived damaged, email hello@tuliprint.co within 7 days of delivery with:
- Your order number;
- Photos of the damaged carton (exterior);
- Photos of the damaged product (interior);
- A short description of the damage.
We file the carrier claim on our end and ship a free reprint. Photos within the 7-day window are required — carriers won’t honor claims without them.
There’s a production defect
Visible streaks, banding, color shift outside the normal CMYK tolerance, cracking, or peeling on a brand-new item is a production defect. Email photos to hello@tuliprint.co within 14 days and we’ll reprint at no cost.
3. What’s not covered
Reprint coverage does not include:
- File errors you approved. Typos, wrong dates, wrong phone numbers, low-resolution images, RGB color shift on files supplied in RGB, or text cut off because it was placed outside the safe zone. We print what you send.
- Size mistakes on the customer side. If you ordered a 3ft × 6ft banner and meant 3ft × 8ft, that’s a re-order, not a reprint.
- Color expectations that don’t match a CMYK print proof. Screen colors and printed colors are different by physics; a Pantone or CMYK reference is the only way to lock color. See the FAQ on color accuracy.
- Damage caused by installation or environmental conditions after delivery (wind tear-out, sun fade beyond stated life, water on materials not rated for outdoor use, etc.).
- Normal industry tolerances. Cutting is accurate to ±1/8″ on most products and ±1/4″ on large-format banners.
4. Cancellations
You can cancel an order for a full refund before the file goes to production. Once a job is on press, custom-printed items can’t be cancelled or refunded. To request a cancellation, email hello@tuliprint.co immediately with your order number — the sooner you reach us, the better the chance we catch it before production starts. We’ll confirm in writing whether the cancellation succeeded.
5. How to start a reprint or refund request
- Email hello@tuliprint.co within the window noted above (7 days for damage, 14 days for production defects).
- Include your order number, photos of the issue, and a short description.
- We’ll respond within one business day with next steps — usually a reprint already scheduled, or a refund issued to your original payment method.
6. Refund timing
Approved refunds are issued to your original payment method. Cards typically reflect the refund within 5–10 business days, depending on your bank. For ACH or invoiced business accounts, refunds may take up to 2 weeks.
7. Questions
Anything that’s not covered above — just ask. Email hello@tuliprint.co and we’ll sort it out.