Print T&C's

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1 - YOU SIGN IT WE PRINT IT

It’s always unfortunate and costly to find mistakes in the artwork after you have printed a

large run, so before we go ahead with any printing we will e-mail you a link to proof and

sign the artwork for production. Please bear in mind that the printing process begins from

the moment we receive your signed approval and that any reprints requested due to errors

found in the artwork subsequent to receiving your signed approval will be charged as a

separate order.

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2 - MATERIALS & QUANTITIES

As time passes, our material manufacturers may change their formulas and recipes, so we

cannot guarantee that you will receive the exact paper quality, colour or grammage (gsm)

of what was printed on in the past or of a previous sample sent to you. Additionally, in

very rare cases, the quantity of the printed goods may vary 2% above or under the quantity

ordered. This could simply be down to a machine malfunction or a human error. Just let us

know and we’ll get it sorted.

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3 - QUALITY & DEFECTS

Although we take great care in delivering your order in the very best condition, rarely, you

may receive a defective product. We consider defects to be the result of our machines

playing up or our products not meeting our quality standards. This does not include differences in colour, for

example, if the artwork was supplied in the wrong colour format, or if the quality of the

artwork supplied was poor (e.g. low resolution). To supply your artwork in the best

printing format, please ask for our artwork guide.

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All defects in your delivered products, installation works or installation removal orders must be reported within 24 hours of product delivery or 3 hours of installation works / installation removals / or work done by our installation team with pictures demonstrating the defects as we cannot be responsible for any damage caused to the products by third parties once they have been installed or delivered. 

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• We allow a 2% margin of small cosmetic defects per each m2 in large format and signage products, any complaints made in regards to quality that fall within the 2% per m2 threshold will not be considered for replacement or refund.
   

• Small cosmetic defects cover ink blemishes, application bubbles, lamination marks, application marks and any other defects caused through the production of the product.
   

• Any defects that fall outside the threshold must be reported 24 hours from delivery and 3 hours from installation by our installation team.
   

• We will not be responsible for any damage caused to the products once they have been delivered or installed on site. Any replacement requests for products damaged on the site once delivered will be charged as a new order.
   

• We will not be responsible for any of the client's personal belongings or property. We will not be liable for any damages caused to the client's personal belongings or property while our team is working on site. It is the client's responsibility to ensure that any personal belongings or valuable items are covered or moved away from the installation area.
   

• We will not be responsible for any damage caused to the client's belongings or property if our installers have been asked to install or remove products on unsuitable or fragile surfaces. The client accepts that installing or removing certain applied products may cause damage to existing surfaces due to the nature of the product and removal methods required and accepts that Shadow On Thames LTD will not be held responsible or liable for any damage caused to any surfaces while removing or installing certain products. If the client believes that our installers caused damage to any personal property, please contact us by e-mail on info@shadowonthames.co.uk within 3 hours of the product being installed or removed by our installation team with pictures or videos demonstrating our team installing or removing the products incorrectly. 

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• We will not be responsible for any damages caused to the products if our delivery drivers have been asked to place them in an unsuitable location. Any replacement requests for products damaged on the site once delivered will be charged as a new order.

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4 - REFUNDS & RETURNS

If you so happen to receive a defective product (ripped, dirty or smudged), you may

request a replacement or a refund within 24 hours of receiving it, or within 3 hours of the product being installed by our installation team. Our team will investigate the issue and will work on providing you with a solution.

 

For products delivered, please e-mail us on info@shadowonthames.co.uk within 24 hours of receiving your product with pictures demonstrating the defects and return the order back in store within 5 working days of making your complaint.

 

For products installed or removed by our installation team, please contact us by e-mail on info@shadowonthames.co.uk to arrange a solution within 3 hours of the product being installed by our installation team with pictures demonstrating the defects.

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For damages caused during installations or removals, please contact us by e-mail on info@shadowonthames.co.uk within 3 hours of the product being installed or removed by our installation team with pictures or videos demonstrating our team installing or removing the products incorrectly. 

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We cannot guarantee any refunds or product replacement or accept any liabilities if your complaint has been made outside the 24 hour time frame for products delivered or within 3 hours of the product being installed or removed by our installation team and without any photos or videos as evidence.

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Any courier charges incurred to return your product will not be re-funded.

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Refund policy: Refunds are processed within 28 working days once your return case has been accepted.

 

Alternatively we may replace your product or fix any fixable issues on installed products when possible.

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Design T&C's

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1 - YOUR VISION IN 3 REVISIONS

Our design services include 3 design revisions, where you can

change whatever you please with each design draft. If it’s not spot on by the 3rd draft, you

can request additional drafts, starting at £30. Please ask us for our full price list.

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2 - SCAN IT PROOF IT APPROVE IT

Please take all the time you need for proofreading your artwork after each revision, then

forward any changes you may have. Make sure you’re 110% certain that the content in

your artwork is accurate by the 3rd and final draft. This allows you to stick to your budget

and avoid any additional design adjustment costs.

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3 - YOU WRITE IT WE DESIGN IT

Whilst we make sure things look exceptional, we do ask you for one favour: To provide

any material required to complete the project, this is including photos and text. We do

offer copywriting, photography and stock image services should you require a professional

touch to your content. Ask for our prices.

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4 - DON’T BE A COPYCAT

When providing us content, please be completely certain that you hold all appropriate

copyright, permissions and licences before asking us to use it. By working with us, you

agree to protect and hold us harmless against any and all claims, costs, and expenses for

asking us to use content that shouldn’t have been used. To put it simply, it would save us

both a lot of faff!

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We reserve the right to update or change our terms and conditions without notice.