Last updated: 24 September 2026
This Refund Policy explains when customers may be entitled to cancel an order or receive a replacement, price reduction or refund from TUTTO PRINT LTD.
TUTTO PRINT LTD is a company registered in England and Wales under company number 12506789. Our registered office is at Tutto Print, 49 Palace Gardens, Enfield, England, EN2 6SN.
This policy applies to orders placed through our website, by email, telephone, messaging service, payment link or in our Enfield shop. It should be read together with our Terms and Conditions.
1. When a refund may be available
A full or partial refund may be provided where:
- we cancel an order or cannot supply the agreed product or service;
- a customer has been charged twice or charged an incorrect amount;
- goods are faulty, damaged, not as described, not fit for their intended purpose or materially different from the order we accepted;
- a printed product materially differs from the customer-approved artwork or specification because of an error made by us;
- a customer validly exercises a legal cancellation right for an eligible non-personalised distance purchase;
- a service has not been supplied with reasonable care and skill and repeat performance is impossible or cannot be completed within a reasonable time;
- a statutory repair, reprint or replacement has failed, is impossible or is not an appropriate remedy;
- we have agreed in writing to issue a refund; or
- applicable law otherwise entitles the customer to a refund.
The appropriate remedy will depend on the circumstances and may be a reprint, repair, replacement, price reduction, account credit, partial refund or full refund.
2. Personalised and custom-made products
Most products supplied by Tutto Print are printed, manufactured or personalised to the customer’s specifications.
Personalised or custom-made products do not normally qualify for a change-of-mind cancellation or refund simply because the customer no longer wants them.
This includes products containing customer-supplied:
- photographs;
- artwork;
- names;
- contact information;
- logos;
- branding;
- custom dimensions;
- personalised text; or
- other customer-specific content or specifications.
This restriction does not affect a customer’s rights where the product is faulty, damaged, not as described or has not been produced in accordance with the accepted order.
3. Cancelling before production begins
Customers should contact us immediately if they wish to cancel an order.
Where production and any associated design work have not started, we will normally cancel the order and refund the amount paid.
Where design, artwork correction, proofing, material ordering or production has already started, we may deduct reasonable costs for work already completed and costs already incurred, where permitted by law.
Once production of a personalised or custom-made item has started, we may be unable to cancel the order for a change-of-mind reason.
4. Customer-supplied artwork and approved proofs
Customers are responsible for checking customer-supplied artwork and any proof presented for approval, including:
- spelling;
- names;
- telephone numbers;
- email addresses;
- dates;
- colours;
- dimensions;
- orientation;
- quantities;
- image quality;
- positioning; and
- other content.
Where we reproduce the customer’s supplied or approved artwork accurately, an error already contained in that artwork will not ordinarily make the printed product faulty.
This does not affect the customer’s rights where the finished product materially differs from the approved artwork or accepted specification because of an error made by us.
5. Faulty, damaged or incorrect orders
Customers should notify us as soon as reasonably possible if an order is faulty, damaged, incorrect or materially different from what was agreed.
We may request:
- the order or invoice number;
- photographs showing the issue;
- a description of the problem;
- the affected quantity; and
- the return of the affected goods where reasonably necessary.
We will review the issue and provide the remedy required by applicable law.
Nothing in this policy imposes an unreasonably short reporting deadline or removes a customer’s statutory rights.
6. Non-personalised goods ordered at a distance
For eligible standard, non-personalised goods purchased online, by telephone or through another distance-selling method, a consumer may normally notify us of cancellation within 14 days after receiving the goods.
After notifying us, the customer must normally return the goods within a further 14 days.
Goods must be returned in a condition consistent with the handling reasonably necessary to inspect them. A lawful deduction may be made if the value of the goods has been reduced by unnecessary handling.
Where applicable, we will refund the standard delivery charge. Any additional amount paid for an enhanced or expedited delivery method does not have to be refunded beyond the cost of standard delivery.
This section does not apply to goods made to the customer’s specifications or clearly personalised goods.
7. Purchases made in the shop
There is no automatic change-of-mind refund right for a non-faulty product bought in the shop.
We may nevertheless agree to a discretionary exchange, credit or refund depending on the circumstances.
This does not affect statutory rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods.
8. Design and artwork services
For services such as graphic design, artwork correction and file preparation, customers should request cancellation before work begins.
Where a customer asks us to begin a service during an applicable cancellation period, the customer may be responsible for a proportionate amount for work completed before cancellation.
A cancellation right will only be treated as having ended where the legal conditions for that result have been met.
Where a service is not supplied with reasonable care and skill, we will provide the remedy required by applicable law. Depending on the circumstances, this may include repeat performance, a price reduction or a refund.
9. Business customers
Consumer cancellation rights do not generally apply where an order is placed wholly or mainly for business purposes.
Refunds and cancellations for business customers will be governed by:
- the accepted quotation;
- the order confirmation;
- our Terms and Conditions;
- any separate written agreement; and
- applicable law.
Nothing in this section excludes a remedy that cannot lawfully be excluded.
10. How to request a refund
Refund requests should be sent to:
Email: info@tuttoprint.co.uk
Telephone: 020 4568 0796
Address: Tutto Print, 49 Palace Gardens, Enfield, England, EN2 6SN
Please provide:
- your full name or company name;
- your order, invoice or payment reference;
- the date of purchase;
- the amount paid;
- the reason for the request; and
- photographs or other relevant evidence where appropriate.
11. Approved refunds
Approved refunds will normally be returned using the original payment method.
Refunds will be processed without undue delay and within any deadline required by applicable law. After we process a refund, the customer’s bank or payment provider may require additional time to display it.
For an eligible cancellation involving returned goods, we may wait until we receive the goods or evidence that they have been returned, where permitted by law.
12. Statutory rights
Nothing in this Refund Policy excludes, restricts or replaces any consumer right or remedy that cannot legally be excluded or restricted.