Return and Exchange Policy

At Online-PrintBuddy.com, we are committed to providing high-quality printed products that meet your expectations. However, we understand that in some cases, a return request or exchange may be necessary. This Return and Exchange Policy outlines the terms, conditions, and procedures for returns or exchanges for orders placed through our platform, ensuring a fair and transparent process for all Nigerian customers.

1. Return and Exchange Eligibility

We will only accept a return or exchange request if your order meets one of the following criteria:

Manufacturing Defect: The printed product has quality issues due to our production process, such as ink smears, misaligned text/graphics, faded colors (not due to incorrect color patterns in the design file), damaged or damaged materials (before delivery), or missing items from your order.

Your product was delivered incorrectly: The product we delivered did not match the details of your order (e.g., wrong size, wrong quantity, incorrect printed design—these errors are caused by our team, not due to incorrect design files you provided).

Damaged in Shipping: The product was damaged during shipping (as evidenced by the packaging and condition of the product), and the damage was not caused by improper handling after delivery. Ineligible Cases

We do not accept the following return or exchange requests:

Products that meet your approved design, order specifications, and quality standards (even if you change your mind or no longer need the product).

Damage caused by improper handling, storage, or receipt (e.g., bent business cards, liquid spills on flyers).

Errors caused by incorrect design files you provided (e.g., low-resolution images, incorrect text, missing golden margins—unless we fail to notify you of these issues before printing).

Customized products that are personalized (e.g., name, details, date) and printed correctly according to your specifications.

2. Timeframe for Return or Exchange Requests

To be eligible for a return or exchange, you must:

Notify us within 48 hours: Please contact our customer service team within 48 hours of receiving your order. This period ensures we can quickly investigate the issue and resolve it efficiently.

Provide proof of the problem: When contacting us, please submit photos or videos of the product and packaging (showing the defect, damage, or incorrect item), along with your order number. This helps our team verify the issue promptly. Requests made after 48 hours will not be accepted unless there are exceptional circumstances (e.g., if you were unable to receive your order due to a medical emergency, which must be supported by documentation).

3. Return or Exchange Procedures

Please follow these simple steps to request a return or exchange:

Contact Customer Support: Contact us by phone or email (details below) and provide the following information:

Your full name and contact number.

Your unique order number (found in your order confirmation email).

A detailed description of the issue (e.g., "The ink on the business card is smudged," "I received 100 flyers instead of 200").

A clear photo/video of the product and packaging (attach this to your email or send via WhatsApp if contacting by phone).

Awaiting Approval: Our team will review your request and supporting materials within 2 business days. We will notify you by email or phone whether your request has been approved, denied, or if further information is required.

Follow these steps:

Exchange: Once approved, we will arrange to reprint your correct product, for an additional fee. We will provide an estimated completion and delivery date for returning defective/faulty products (unless we have specific requirements, such as for large or high-value items).
Returns: If your return request is approved (for example, if you would like a refund instead of an exchange), we will provide return instructions (if necessary). You must ship the product back to our facility within 7 days of receiving the return instructions. We recommend using a tracked shipping service to ensure we receive the product.
4. Refund Policy

If you request a refund (not an exchange) and your request is approved:

Refund Amount: You will receive a full refund of your order (including printing and shipping fees). We do not incur any processing fees for eligible refunds.
Refund Method: Refunds will be made to the original payment method used for the order:
Credit/Debit Card: Please allow 5-7 business days for the refund to be reflected in your account (processing time varies by bank).
Bank Transfer/Mobile Money: Refunds will be processed within 3-5 business days and remitted to the same account/mobile number used for payment. Return shipping costs are non-refundable: If you need to return an item, you will be responsible for the shipping costs to return the product to our factory. These costs will not be refunded unless the issue is a major error on our part (e.g., sending the wrong product twice).
5. Exchange Rules

If you choose to exchange and your request is approved:

Free reprint: We will reprint the correct product according to your original order specifications for an additional fee. This includes all printing and merchandise costs for the replacement order.
Delivery Time: Order exchanges will be processed within 2-3 business days of approval (depending on the product type) and are subject to our standard delivery times (as stated in our "Delivery Information" policy).
Defective Item Handling: In most cases, defective or incorrect items must be returned. We may require you to return the item (by taking a photo to confirm) or you will not be required to pay for shipping, unless the item is of high value (e.g., large banners, custom signs) and requires quality control inspection. 6. Contact Us for Returns/Exchanges

If you have any questions about our returns and exchanges policy or would like to make a request, please contact our Customer Support team:

Phone: +234 915 965 9270 (Monday to Saturday, 8:00 AM to 6:00 PM WA Time)
Email: onlineprintingplatform@gmail.com (response within 24 hours)
We are committed to resolving your return or exchange request quickly and fairly, ensuring you have a positive experience with Online-PrintBuddy.com.