Return Policy

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At Onlinebrush, we are committed to providing high-quality printing services and ensuring your complete satisfaction. This Return Policy outlines our procedures for returns, refunds, and exchanges.

Returns and Refunds Overview

Due to the custom nature of our printing services, returns and refunds are handled on a case-by-case basis. We work closely with our customers to resolve any issues and ensure satisfaction. Our goal is to provide you with high-quality printed materials that meet or exceed your expectations.

Defective Products

If you receive a product that is defective, damaged during shipping, or does not meet the specifications agreed upon, please contact us within 7 days of receipt. We will work with you to resolve the issue, which may include:

• Re-printing: We will re-print your order at no additional cost if the defect is due to our error
• Partial Refund: A partial refund may be provided if only a portion of the order is defective
• Full Refund: A full refund will be issued if the entire order is unusable due to our error
• Store Credit: Credit toward future orders may be offered as an alternative solution

Customer Errors

If an error in the final product is due to incorrect information provided by the customer (such as wrong text, images, colors, or specifications), we are not responsible for re-printing at no cost. However, we understand mistakes happen and may offer:

• A discount on a corrected re-order (typically 20-30% off)
• Priority processing for re-orders
• Assistance with file corrections

To avoid errors, we strongly recommend:

• Carefully reviewing all proofs before approval
• Double-checking all text, contact information, and design elements
• Confirming color specifications and material choices
• Asking questions if anything is unclear

Proof Approval Process

Once you approve a digital proof, you are responsible for the accuracy of the content. This includes:

Return Process

To initiate a return or report an issue, follow these steps:

1. Contact Us: Reach out to us within 7 days of receiving your order via email or phone
2. Provide Information: Include your order number, photos of the issue (if applicable), and a detailed description of the problem
3. Review Period: We will review your request and respond within 2-3 business days
4. Resolution: If approved, we will provide instructions for return shipping or arrange for re-printing
5. Processing: Refunds or replacements will be processed within 5-7 business days after approval

Shipping Costs

Shipping cost responsibilities:

• Our Error: If a return is approved due to our error, we will cover all return shipping costs and provide a prepaid shipping label
• Customer Error: If the return is due to customer error, the customer is responsible for return shipping costs
• Replacement Orders: We cover shipping costs for replacement orders when the original order was our error

Non-Returnable Items

The following items are generally not eligible for return or refund:

• Approved Custom Orders: Custom orders that have been approved via proof and are printed according to specifications
• Rush Orders: Rush orders that have been completed and shipped
• Customer-Damaged Items: Items that have been damaged by the customer after receipt
• Digital Products: Digital files, proofs, or design services that have been delivered
• Personalized Items: Items with personal information that cannot be resold

Refund Processing

If a refund is approved:

• Refunds will be processed to the original payment method
• Processing time is typically 5-7 business days
• You will receive an email confirmation when the refund is processed
• Bank processing times may vary (up to 10 business days)

Exchange Policy

We do not offer direct exchanges. If you need a different product or specification:

• Return the original item (if eligible)
• Place a new order with the correct specifications
• We may offer a discount on the new order if the original return was due to our error

Damaged in Transit

If your order arrives damaged:

• Contact us immediately (within 48 hours of delivery)
• Take photos of the damaged packaging and items
• Keep all packaging materials
• We will arrange for replacement at no cost to you

Warranty

We guarantee the quality of our printing for 30 days from the date of delivery. If you discover a manufacturing defect within this period, contact us for resolution. This warranty covers:

• Print quality issues (fading, smudging, misalignment)
• Material defects
• Finishing problems (cutting, binding, folding)

This warranty does not cover normal wear and tear, damage from misuse, or issues resulting from improper storage.

Contact Us

For questions about returns, refunds, or exchanges, please contact us: