REFUND & RETURNS POLICY

Effective Date: 9 October 2026

Introduction

At Print Hub Lagos, we are committed to providing professional printing, branding, and customised production services that meet our customers’ expectations and agreed specifications.

We recognise the importance of customer satisfaction, transparency, product quality, and fair business practices. Our commitment extends beyond delivering finished products to ensuring that customers receive appropriate assistance whenever concerns arise regarding orders, printing quality, deliveries, cancellations, or payments.

This Refund & Returns Policy outlines the terms and procedures governing order cancellations, product returns, replacements, reprints, and refunds for purchases and services provided through https://printhublagos.com/ and our authorised sales channels.

This policy is administered in accordance with applicable Nigerian consumer protection laws, including the Federal Competition and Consumer Protection Act 2018.

1. Scope of This Policy

This policy applies to printing, branding, design, and related products and services supplied by Print Hub Lagos.

Our products and services include:

Business cards and corporate stationery.
Flyers, brochures, posters, and promotional materials.
Banners, signage, and large-format printing.
Stickers, product labels, and customised packaging.
Branded promotional merchandise.
Customised notebooks, jotters, and other stationery.
Personalised printing and branding services.
Other printing products and related services offered through our website.

The applicable return or refund arrangements depend on the type of product, the nature of the order, the stage of production, and the circumstances giving rise to the request.

2. Customised and Personalised Products

Many of our products are manufactured or printed according to specifications provided or approved by individual customers.

Such specifications may include artwork, logos, text, photographs, dimensions, colours, materials, quantities, finishing options, and other production requirements.

Because these products are created specifically for individual orders, cancellation or return requests arising solely from a change of preference may be restricted once production has commenced, subject to applicable consumer protection rights.

However, the customised nature of a product does not remove a customer’s right to an appropriate remedy where the product is defective, materially different from its agreed specifications, incorrectly supplied, or otherwise fails to meet applicable legal requirements.

Print Hub Lagos is committed to reviewing each complaint fairly and providing appropriate resolutions in accordance with this policy and applicable law.

3. Order Confirmation and Artwork Approval

Before production, customers are responsible for providing complete and accurate order information.

This includes:

Correct spelling, names, telephone numbers, and other printed information.
Approved artwork, logos, images, and design elements.
Accurate product dimensions and quantities.
Preferred materials, colours, and finishing specifications.
Appropriate delivery information.
Any additional production instructions.

Where an artwork proof or digital preview is provided, customers are expected to review it carefully before granting final production approval.

Once artwork has been approved and production begins, changes may require additional charges or a revised delivery schedule.

Print Hub Lagos remains responsible for errors introduced during its own production process and for products that fail to conform to agreed specifications.

4. Order Cancellation

Customers may request cancellation by contacting Print Hub Lagos through our official communication channels.

4.1 Cancellation Before Production

Where a cancellation request is received before printing, design preparation, or production work has commenced, the customer may be eligible for a refund of the amount paid.

Any applicable cancellation charge must be reasonable, lawful, and related to actual work performed or costs reasonably incurred.

4.2 Cancellation After Production Has Started

Where printing, customisation, or production has already commenced, cancellation requests will be assessed based on the production stage, costs incurred, and applicable consumer rights.

Any cancellation charges will be determined fairly and consistently with applicable law.

4.3 Cancellation by Print Hub Lagos

Where Print Hub Lagos is unable to fulfil a confirmed order because of product unavailability, production limitations, or other circumstances attributable to our business, the customer will be informed promptly.

Where the order cannot be fulfilled and no mutually acceptable alternative is agreed, a refund of the applicable payment will be arranged.

5. Eligibility for Returns, Replacements and Refunds

Customers may request a return, replacement, reprint, or refund where a product or service does not meet the applicable requirements.

Eligible circumstances include:

5.1 Printing or Production Defects

Products containing significant printing defects, production errors, or quality problems attributable to Print Hub Lagos.

5.2 Incorrect Products or Specifications

Products delivered in the wrong size, quantity, material, finishing, or other material specification compared with the confirmed order.

5.3 Damaged Products

Products received in a damaged condition, including damage occurring during production, packaging, or delivery where responsibility rests with Print Hub Lagos or its appointed service providers.

5.4 Incorrect Artwork Reproduction

Products containing errors introduced by Print Hub Lagos that differ materially from the customer’s approved design or instructions.

5.5 Unfulfilled Orders

Confirmed orders that cannot be completed or supplied within an agreed or legally reasonable period, where the customer is entitled to cancel and obtain a refund.

5.6 Products Not Matching Their Description

Products that materially differ from the description, sample, or specifications represented before purchase.

5.7 Other Statutory Entitlements

Any additional circumstance in which a customer is entitled to a return, refund, replacement, or other remedy under applicable Nigerian consumer protection law.

6. Non-Defective Products and Change-of-Mind Returns

For customised products produced according to approved specifications, Print Hub Lagos may decline discretionary returns or cancellations based solely on a customer’s change of mind after production has commenced.

Examples may include:

Requests to change an approved design after printing.
Preference changes relating to approved sizes, colours, or layouts.
Customer-supplied spelling or content errors reproduced accurately from approved artwork.
Requests to replace correctly supplied personalised products with an alternative design.
Damage caused by improper handling, misuse, or unauthorised modification after delivery.

Reasonable differences between on-screen colours and printed colours may occur because of display settings, printing processes, inks, and materials.

However, a substantial difference from agreed specifications may constitute a valid quality complaint.

This section does not restrict any return or refund rights available under applicable law.

7. Reporting Damaged, Defective or Incorrect Orders

Customers are encouraged to inspect their orders promptly upon delivery.

Where damage, printing errors, missing items, or incorrect specifications are identified, customers should contact our support team as soon as reasonably possible.

For faster investigation and resolution, we encourage customers to report visible issues within 48 hours of receiving their orders.

Customers should provide:

Full name and contact information.
Order number or proof of purchase.
Description of the problem.
Photographs or videos showing the affected product, where appropriate.
Relevant artwork approvals or order specifications, where available.

The 48-hour reporting period is intended to facilitate prompt complaint handling and does not invalidate statutory rights or prevent legitimate claims submitted after that period.

8. Returns Procedure

Customers requesting a return should contact Print Hub Lagos before returning any product.

Our customer support team will review the complaint and provide instructions regarding the appropriate resolution.

Where physical inspection or return of an item is necessary, customers will be informed of the applicable return arrangements.

Returned products should, where reasonably possible, be securely packaged to prevent additional damage during transportation.

Where a product is returned because of an error, defect, or other failure attributable to Print Hub Lagos, reasonable return costs will be borne by Print Hub Lagos in accordance with applicable law.

Customers should not send products to an address other than the return location confirmed by our support team.

9. Reprints and Product Replacements

Where a printing defect, production error, or incorrect order fulfilment is attributable to Print Hub Lagos, we will review the circumstances and arrange an appropriate remedy.

This may include:

Correcting production errors.
Reprinting affected materials.
Replacing defective or incorrectly supplied products.
Providing an appropriate refund where required or agreed.

Approved corrective reprints or replacements resulting from errors attributable to Print Hub Lagos will not attract additional production charges.

Where replacement or reprinting is not reasonably possible, or where the customer is legally entitled to a refund, the appropriate refund will be provided.

10. Refund Assessment and Processing

Refund requests will be reviewed fairly and in accordance with the circumstances of the transaction and applicable legal requirements.

Once a refund is approved, Print Hub Lagos aims to initiate payment within 7–14 business days, unless a shorter period is required by applicable law.

Actual receipt of funds may depend on the payment method, banking procedures, and payment service provider processing times.

Refunds will ordinarily be issued through the original payment method.

Where that is not practicable, an alternative lawful refund arrangement may be agreed with the customer.

Refund amounts will be determined according to the circumstances of the order, any lawful deductions, services already performed, and the customer’s statutory entitlements.

Where a full refund is required by law, no unauthorised deductions will be imposed.

11. Partial Refunds

In appropriate circumstances, a partial refund may be agreed where only part of an order is affected or where the customer chooses to retain some of the supplied products.

Examples include:

An agreed adjustment for a minor quality issue.
A shortage affecting only part of an otherwise satisfactory order.
A mutually accepted resolution relating to specific items within a larger order.
A lawful adjustment following partial completion of a cancelled service.

Partial refunds will be assessed fairly and will not replace a customer’s entitlement to a full refund where required by law.

12. Delivery, Shipping and Order Fulfilment

Print Hub Lagos takes reasonable steps to ensure that confirmed orders are prepared, packaged, and dispatched according to agreed arrangements.

Customers are responsible for providing complete and accurate delivery information.

Delivery timelines may depend on product specifications, order quantities, production requirements, customer approvals, destination, and logistics arrangements.

Where a material delivery delay occurs, customers will be informed and appropriate steps will be taken to resolve the issue.

If an order is lost, damaged in transit, incorrectly delivered, or not supplied in accordance with the agreement, customers should contact our support team.

Such complaints will be reviewed in accordance with the customer’s contractual and statutory rights.

Any applicable delivery charges and arrangements should be communicated before order confirmation.

13. Colour Accuracy and Printing Variations

Printing results may differ slightly from digital previews because of differences in monitor calibration, printing equipment, inks, paper stock, production materials, and finishing processes.

Customers are encouraged to review and approve relevant specifications before production.

Normal and reasonable variations inherent in the printing process may not independently constitute a defect.

However, significant discrepancies affecting the agreed appearance, quality, or suitability of the finished product will be assessed as potential production or quality issues.

14. Customer-Supplied Artwork and Design Files

Customers are responsible for ensuring that submitted artwork, images, logos, documents, and design files are accurate and suitable for their intended printing purposes.

Print Hub Lagos may provide guidance relating to file format, image resolution, dimensions, print margins, and other technical requirements.

Where customers approve artwork containing errors that originated in their own submitted content, subsequent corrections or reprints may attract additional charges.

This does not apply where errors result from modifications, omissions, or mistakes introduced by Print Hub Lagos without the customer’s approval.

15. Duplicate or Incorrect Payments

Customers who believe they have made duplicate payments, paid an incorrect amount, or experienced an unsuccessful transaction for which funds were deducted should contact our customer support team.

Customers should provide the relevant transaction reference, payment date, amount, and supporting evidence.

Print Hub Lagos will review the transaction and coordinate with the relevant payment service provider or financial institution where necessary.

Verified duplicate payments or payments received without a corresponding valid transaction will be addressed through an appropriate refund or correction.

16. Customer Complaints and Dispute Resolution

Print Hub Lagos is committed to resolving customer complaints professionally, fairly, and promptly.

Customers are encouraged to contact our support team in the first instance so that concerns can be reviewed and resolved directly.

We will assess available order records, relevant communications, approved specifications, payment confirmations, and supporting evidence.

Where a mutually acceptable resolution cannot be reached, customers retain the right to seek assistance from the appropriate consumer protection authority or pursue remedies available under applicable law.

17. Consumer Protection and Statutory Rights

This Refund & Returns Policy is intended to operate consistently with the Federal Competition and Consumer Protection Act 2018 and other applicable consumer protection laws in Nigeria.

Print Hub Lagos recognises customers’ rights to fair treatment, accurate product descriptions, reasonable service standards, and appropriate remedies for defective, incorrectly supplied, or otherwise non-compliant products.

Nothing in this policy is intended to exclude, restrict, or override any consumer right or remedy that cannot lawfully be limited.

In the event of any inconsistency between this policy and applicable law, the relevant legal provisions shall prevail.

18. Amendments to This Policy

Print Hub Lagos may review and update this Refund & Returns Policy to reflect changes in our business operations, product offerings, order fulfilment procedures, or applicable legal requirements.

Any revised policy will be published on our website with an updated effective date.

Changes will not retrospectively remove rights or remedies already available to customers under applicable law or existing order agreements.

19. Contact Information

For enquiries relating to cancellations, returns, damaged products, order corrections, replacements, or refunds, please contact:

PRINT HUB LAGOS

Office Address: 2, Balogun Street, Lekki, Lagos, Nigeria.

Email: printhublagos@gmail.com

Phone/WhatsApp: +234 803 056 1808

Website: https://printhublagos.com/

Customers contacting our support team are encouraged to provide their order details to facilitate efficient assistance.