LEGAL & POLICIES
Return & Reprint Policy
We stand behind every order we print. If we make an error, we make it right — at no cost to you.
✅
Printing errors = Free reprint
If we print incorrectly from an approved proof, we reprint at no charge.
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Reprints only
We do not offer monetary refunds — only reprints where eligible.
No cash refunds
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Report within 3 days
All claims must be raised within 3 calendar days of receiving your order.
1. Policy Overview
At Pixadot, we take great care to produce high-quality print products for every order. Because all our products are custom-printed to your specifications, we are generally unable to accept returns or exchanges.
However, we recognise that genuine printing errors can occur. In these cases, we are happy to arrange a free reprint of the affected items. This policy explains exactly when reprints apply, what the process is, and what we cannot cover.
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Our commitment to you
We send a free digital proof on every order before printing. This gives you the chance to review your artwork and catch any issues. We only proceed to print once you have formally approved your proof.
2. What's Covered — Free Reprint Eligible
You are entitled to a free reprint if the issue is caused by Pixadot. The following situations qualify:
✓ COVERED
Printing errors on our end
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Colours printed significantly differently from the approved proof (outside normal CMYK variation)
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Missing elements that were present and approved in your proof
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Items printed incorrectly (wrong design, wrong size) compared to your confirmed order
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Visible printing defects — banding, streaking, smearing, or spots on a significant portion of the batch
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Incorrect quantities delivered (fewer items than ordered)
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Physical damage caused during our production process (not courier transit)
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To qualify, you'll need to provide photos
All reprint claims must include clear photos or a short video of the issue. We'll request these when you contact us. Please keep your full order until the claim is resolved.
3. What's Not Covered
Certain situations fall outside our reprint policy. Please review these carefully before placing your order, as custom print jobs cannot be refunded for the following reasons.
✗ NOT COVERED
Customer-side issues
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Errors in the artwork you uploaded (typos, wrong images, incorrect layout) that were present in the approved proof
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Colour differences due to the natural variation between screen displays (RGB) and CMYK print — screens are not colour-calibrated to print output
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Low resolution or blurry images resulting from artwork submitted below 300 dpi
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Design choices — fonts, spacing, sizing — that you approved in the proof
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Change of mind after production has begun or been completed
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Incorrect information provided at checkout (wrong address, wrong quantity specified by customer)
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Slight colour variation between separate orders or reprints (a normal characteristic of commercial CMYK printing)
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Damage caused during courier transit (please file a claim with the courier directly)
⚠️
Always check your proof carefully
Once you approve your digital proof, Pixadot proceeds to print exactly what was shown. We strongly encourage you to review every element — spelling, layout, colours, and sizing — before approving. If you're unsure about anything, ask us before approving.
4. How to Request a Reprint
If you believe your order has a printing error covered by this policy, here is how to raise a claim.
Contact us within 5 calendar days of receiving your order
1.
Email us at support.sg@photobookjoy.com. Claims raised after 3 calendar days may not be accepted.
Share your order number and photos of the issue
2.
Provide clear, well-lit photos or a short video showing the problem. Include your order number (found in your order confirmation email).
We review your claim within 1–2 business days
3.
Our team will compare your photos against your approved proof and our production records. We'll keep you updated throughout.
If approved, we arrange a free reprint
4.
We'll confirm the reprint and proceed at no charge to you. The reprint will use your original approved artwork and specifications. Typical reprint turnaround is 2–3 working days.
Please keep your full order
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Do not dispose of any products until your claim has been reviewed and resolved. We may ask you to return a sample of the affected items for quality assessment in some cases.
5. About Digital Proofs
Every Pixadot order includes a free digital proof sent by email before printing begins. This is a PDF or image file showing how your design will look when printed, including bleed and cut lines.
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We only proceed to print once you explicitly approve your proof in writing (by email or WhatsApp)
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Your approval confirms that you have checked spelling, layout, images, colours, and sizing
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Any errors that were visible in the approved proof are considered customer-approved and are not eligible for reprint
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If you spot a mistake in the proof, simply reply to our message — we'll revise and resend before printing
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No charge for proof revisions. Ask as many times as you need before approving
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Proof review checklist
Before approving: check all text for typos · confirm logos and images are correct · verify the layout matches your expectation · check nothing is cut off at edges · ensure your contact details (if any) are accurate.
6. Your Responsibility as a Customer
By placing an order and approving a proof with Pixadot, you confirm the following:
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You have the right to use all artwork, logos, images, and text included in your design
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You have reviewed and approved the digital proof in full before confirming printing
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Your uploaded files meet our specifications (300 dpi minimum, 3mm bleed, correct colour profile)
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You understand that screen colours differ from printed CMYK output and have accounted for this
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You accept this return policy in its entirety as part of placing an order
Pixadot reserves the right to decline reprint requests where artwork does not meet submission standards, or where the issue clearly originates from the submitted design rather than our production process.
7. Contact Us
Have a question about this policy or need to raise a claim? Our team is available Monday to Friday, 9am – 5pm (Singapore time).