The short version
- Print defect from our side AND you followed all the artwork & size instructions on the product page — free reprint OR full refund. You pick.
- You didn't follow the PDP instructions (size template, bleed area, file format, resolution, etc.) — no reprint, no refund. The print is technically correct.
- Wrong artwork uploaded by you — no refund.
- Order cancelled before printing starts — full refund.
- Order cancelled after printing has started — refund minus material & labour cost incurred so far.
1. Print defects — free reprint or refund (3-day window)
If your delivered order has any of the issues below AND you followed the artwork instructions printed on the product page (correct size template, bleed area, file format, resolution), we reprint free or refund in full — your choice:
- Visible printing defects (smudges, streaks, missing ink, wrong color)
- Cutting / trimming outside our ±5 mm tolerance
- Wrong product / paper / size delivered (different from what you ordered)
- Less quantity delivered than ordered
- Damage during dispatch (parcel torn / soaked, contents unusable)
Time limit: claims must reach us within 3 days of delivery. Anything after that — sorry, we won't be able to reprint or refund. The shorter window keeps things fair for everyone (parcels can't be sitting somewhere for weeks before someone spots a defect).
How to claim: WhatsApp +91 90165 28799 within 3 days of delivery with:
- Your order number
- Photos clearly showing the defect
- Photos of the parcel as received (for damage claims)
We'll reply within one business day with the reprint / refund decision.
2. PDP instructions — please read before you upload
Every product page has clear artwork & size instructions: the bleed line, the safe area, the file format we accept, the recommended resolution. There's also a downloadable size template under the "Download size template (PDF)" button on the upload section, and the same templates are listed on our Templates page.
Reprint claims are only honoured if the artwork you uploaded followed those PDP instructions. If we receive a file that's outside the bleed, in a non-supported format, or at a wrong size, we'll either flag it before printing or print exactly what you uploaded — but we won't reprint at our cost when the issue traces back to artwork that didn't follow the on-page rules.
3. Customer artwork errors (no refund)
We print exactly what you upload. The following are not eligible for refund or reprint, regardless of when you spot them:
- Typos / spelling mistakes in your artwork
- Missing bleed area (content getting trimmed at the edge)
- Important content placed inside the cut margin
- Low-resolution images you uploaded that printed pixelated
- RGB → CMYK color shift (most monitors show RGB; print is CMYK)
- Files in the wrong size / orientation
- Artwork that bypassed the PDP instructions / size template
Always download our size templates before designing — they show the bleed line, cut line and safe area for each product.
4. Cancellation refunds
- Before printing starts (status = Placed, Confirmed, or Verification): full refund, no questions asked. Issued within 5–7 business days.
- After printing has started (status = Processing, In Printing): partial refund. We deduct the material + labour we've already incurred and refund the balance. We'll send you the exact figure for approval before processing.
- After Ready / Dispatched: no cancellation refund — the order is already complete.
5. Failed Razorpay payments
If your card / UPI payment fails or you closed the Razorpay popup before completing payment, the order auto-cancels and your bank reverses the charge within 3–5 business days. No refund request needed from your side.
6. How refunds reach you
Refunds go back to the original payment method:
- Razorpay (card / UPI / net banking) — 3–7 business days back to source
- Wallet — instant credit back to your Orbit Wallet
- Bank transfer / NEFT — 2–3 business days after we initiate
7. Wallet credits
For minor issues (wrong customisation we missed, late dispatch, partial damage you can still use), we may offer a wallet credit instead of a cash refund. Wallet credits never expire and apply to your next order automatically.
8. Disputes
We aim to resolve every refund request fairly. If you're unhappy with our decision, escalate to support@orbitmultiprint.com — we'll review personally within 3 business days.