Cancellation & Refund Policy

PrintNext is a marketplace. When you pay for an order, we hold the money — we do not pass it to the print shop straight away. It is released to the shop 48 hours after your order is marked completed, which is deliberately after you have had a chance to collect the job and look at it.

That is what makes refunds practical: for most of an order's life the money is still with us, so putting it back is a matter of reversing a payment rather than recovering it from a third party.

You can cancel from the order page. Whether the button is available depends on where the order has got to:

• Before you pay — cancel freely. Nothing has been charged and nothing is owed.
• Paid, but the shop has not started — cancel from the order page and the full amount is refunded, including any platform fee and tax.
• The shop has started — the cancel button is no longer offered, because work is under way. Raise a support ticket instead and we will take it up with the shop.

If you need to stop a job that is already in progress, raise a ticket from the support page quoting your order number. We will contact the shop and tell you what is recoverable. As a guide:

• Nothing printed yet — refunded in full.
• Part-printed — the pages already produced are charged; the rest is refunded.
• Finished, not collected — normally not refundable, though a shop may agree to a partial refund at its discretion.

This is not a cancellation and it is not treated as one. If what you received is not what you ordered — wrong size, wrong colour, poor quality, missing pages, damaged in handling — open the order and choose Raise Dispute. Add photographs where you can; they settle most disputes quickly.

Raise it as soon as you notice, and in any case within 48 hours of collection or delivery. While a dispute is open the shop's payment stays held, so it is worth raising promptly rather than waiting.

If the dispute is upheld you choose a reprint at no cost or a refund. If we cannot establish what went wrong, we will tell you why rather than leaving the ticket to lapse.

Labels, stickers, tags, inserts and packaging are made to your specification and cannot be resold to anyone else, so the cancellation window is genuinely shorter than for a document print.

• You can cancel free of charge until the shop accepts the job and begins artwork review.
• Once material has been cut or printed, the material cost and any setup fee on your rate card are not recoverable.
• A shop that rejects your artwork will tell you why, and you can cancel at that point at no cost rather than supply new artwork.
• Quantity is part of the specification. A run of 500 cannot be part-cancelled to 300 once it has started.

A full refund means the whole amount you were charged: the printing or product cost, the platform fee, any delivery charge and the GST on all of it. We do not keep the platform fee on an order that was cancelled before work started.

On a partial refund, the platform fee and tax are recalculated against the amount actually charged, so you are never taxed on money that has been returned to you.

• Paid by card, UPI or net banking — refunded to the same card or account. We cannot send it anywhere else; this is a payment-network rule, not our preference.
• Paid from your PrintNext wallet — credited back to your wallet, and it appears as a refund entry in the wallet ledger.
• Paid partly each way — each part goes back the way it came.
• Paid in cash at the counter — settled by the shop at the counter, since we never handled that money.

We start the refund as soon as the cancellation or dispute is settled. Wallet refunds appear immediately. A refund to a card or bank account is initiated by us within 2 working days and then takes as long as your bank takes to post it — commonly 5 to 7 working days, occasionally longer for international cards. That last stretch is outside our control, but the refund reference on your order page is what your bank will ask for.

• Promotional wallet credit. Credit we gave you rather than credit you paid for can be spent on the platform but never withdrawn or refunded to a bank account.
• A job printed correctly from artwork or a document that turned out to be wrong. Check your file before you order — the shop prints what you send.
• Collection delays. If you do not collect a finished job, it stays yours and stays payable.

Cancel from the order page where the option is offered. Otherwise raise a ticket on the support page, or write to support@printnext.me with your order number and what went wrong. We aim to reply within one working day.

If you are not satisfied with how a refund was handled, you can escalate to our Grievance Officer at grievance@printnext.me.