Refund process

Refund process

Refunds run on the original payment method. The mechanics differ slightly per method; the paperwork and timing are consistent.

Card refunds

• Triggered via Stripe the same day we approve the refund.
• Card issuer typically posts the refund in 5 to 10 working days.
• Refund appears as a negative entry on your card statement, against the original charge.

If you do not see the refund after 10 working days:

1. Check the original card statement; the refund should reverse the original charge.
2. Contact your card issuer if it has not posted. We can supply a Stripe trace ID if needed.

Apple Pay / Google Pay refunds

Same as card refunds. The wallet routes the refund to the underlying card; the card issuer posts.

Klarna refunds

• Triggered via Klarna the same day we approve.
• Klarna processes on their schedule, typically 5 to 10 working days.
• If instalments are still running, Klarna pauses or cancels future instalments depending on the refund amount.

For partial Klarna refunds, Klarna recalculates the remaining instalments.

Net 30 refunds

• Credit applied against your next invoice by default.
• Bank refund on request: reply to the refund approval email asking for "bank refund instead of credit"; we transfer within 5 working days.
• For accounts at zero outstanding, we default to bank refund.

Bank transfer refunds

For orders originally paid by bank transfer:

• Bank transfer refund within 5 working days.
• We email a credit note PDF for your records.

Credit notes

Every refund generates a credit note PDF, regardless of payment method. The credit note is accounting-compatible and acts as the negative of the original invoice.

• Credit note number: NM-CN-YYYY-NNNNN.
• References: the original invoice number, the refund amount, the reason.
• VAT: negative VAT against the original.

Credit notes appear in the order page and the workspace billing page under "Refunds".

Partial refunds

Common partial-refund scenarios:

• One item in a multi-item order has a print error. We refund the affected item only; the rest of the order remains paid.
• Volume discount no longer applies after a quantity reduction. Credit note for the difference.
• Shipping refunded but goods kept. Used where we covered the original shipping by mistake or where shipping was double-charged.

For partial refunds, we email the breakdown for approval before triggering. We do not partially refund without confirmation.

Refund vs reissue

For print errors and defects we caused, our default is reissue, not refund. Reissue means:

• We make the item again at no cost to you.
• We ship the replacement, also at no cost.
• The original item is yours (keep, recycle, donate).

You can ask for a refund instead if a reissue does not work for you (e.g. the event has passed). The refund covers the affected items at the original price.

Refunds on Net 30 with outstanding balance

If you have an outstanding Net 30 invoice and approve a credit:

• The credit applies first to the oldest outstanding invoice.
• If the credit exceeds the outstanding, the surplus credits the next invoice.
• If there is no next invoice within 90 days, we bank-refund the surplus.

Disputes and chargebacks

If we cannot agree on a refund, you have two options:

1. Dispute via your card issuer. The issuer raises a chargeback; we respond with order, design, mockup approval, and shipping evidence within 7 working days.
2. Escalate via the Online Dispute Resolution platform (EU) or the Financial Ombudsman Service (UK consumer disputes).

Either way, we work to resolve directly first. Reply to the order email; we usually find a path that does not need either.

Tax treatment

VAT-registered businesses receiving a credit note should reduce their input VAT by the credit-note VAT amount in the period the credit note is dated. The PDF carries the figure.