Refund Policy

1. Scope

This Refund Policy applies to all orders placed with Print Stuff Inc. through Metro Toronto Convention Centre and any other venue at which we operate. It supersedes any conflicting refund language in our Terms of Service §10–11.

2. Cancellations Before Production

You may cancel your order for a full refund any time before your order moves into production. To cancel:

• Email orders@printstuff.ca with your order reference number, OR
• Reply to your order confirmation email asking us to cancel

Refunds are processed to your original payment method within 5–10 business days. Stripe (our payment processor) controls the bank-side timing; we issue the refund immediately upon cancellation.

3. Cancellations During or After Production

Once your order moves into production (printing has begun), the materials and labour have been committed and the order cannot be cancelled for a refund.

We make every effort to confirm complex or expensive orders before printing. If you believe there has been a mistake on either side, contact us immediately at orders@printstuff.ca — earlier is always better.

4. Quality Issues — Our Mistakes

If the printed product has a defect caused by us (printing error, wrong dimensions, wrong material, missed deadline due to our delay), we will:

• Reprint at no charge on the fastest available turnaround, or
• Refund the full order amount if a reprint isn't useful (e.g., the event has already passed)

Choose the option that works best for you. Notify us of any quality issue within 72 hours of receiving your order, with photos of the issue if possible.

5. Customer-Supplied File Errors

If the printed product matches the file you uploaded but the file itself contained an error (typo, wrong dimensions, low resolution, missing fonts, etc.), this is not a quality issue caused by us and is not eligible for a refund. We always print exactly what's in your file.

To minimize this risk, our team reviews uploaded files for technical issues before printing and will contact you if we spot a problem. Final responsibility for file accuracy remains with the customer.

6. Color Variation

As noted in our Terms §7, on-screen colors (RGB) cannot be guaranteed to match printed colors (CMYK). Color variation alone is not eligible for a refund unless the printed result is significantly outside normal CMYK reproduction tolerance. If color precision is critical to your project, contact us before ordering to discuss a proof process.

7. Uncollected Orders

Orders selected for venue pickup must be collected within 48 hours after the end of the event. Reminders are sent 24 hours after your order is ready and again as the event approaches its end. Items not collected within the 48-hour post-event window are discarded, with no refund.

Why no refund: the item was printed, delivered to the pickup point, and held for collection per the timeline you selected. The production cost was committed when printing began (per Section 3 above) and a customer's no-show doesn't reverse that commitment. If you can't collect during the window, contact us at orders@printstuff.ca before the event ends to discuss alternatives (delivery for a fee, authorized pickup by someone else).

8. Event Cancellation or Venue Changes

If your event is cancelled, relocated, or significantly rescheduled by the event organizer or venue:

• Order not yet in production: full refund.
• Order already in production or completed: you may choose either (a) store credit for the full order value, valid for 12 months and applicable to any future order; or (b) a 50% refund to your original payment method.

Print Stuff Inc. is not responsible for event cancellations, venue changes, or scheduling modifications by event organizers or venues — these are beyond our control. The 50%/store-credit split reflects materials and labour already spent.

9. Refused or Restricted Content

Per our Terms §5, we reserve the right to refuse to print content that infringes intellectual property, is unlawful, or is otherwise objectionable. No refund will be issued for orders refused on these grounds. We will notify you of any refusal before charging your card where possible; if a charge has already been processed, we will refund minus a small administrative fee at our discretion.

10. How Refunds Are Processed

• All refunds go back to your original payment method (the same credit card or payment source used for the order).
• We cannot refund to a different card or to cash.
• Bank-side processing typically takes 5–10 business days after we issue the refund.
• For partial refunds, the difference appears as a separate credit on your statement.

11. Disputes

If you have a concern about a refund decision, contact us first at orders@printstuff.ca or (437) 882-8822. We aim to resolve every issue within 5 business days.

If the matter cannot be resolved directly, you may file a chargeback with your card issuer. Please note that chargebacks filed without first contacting us delay resolution and may negatively affect future order eligibility.

12. Changes to This Policy

We may update this Refund Policy from time to time. The "Last updated" date at the top indicates the most recent revision. Changes apply to orders placed after the revision date; orders placed before that date are governed by the policy as it stood at the time of placement.

13. Contact

• Email: orders@printstuff.ca
• Phone: (437) 882-8822
• Hours: Mon–Fri, 9 AM – 6 PM Eastern