Personalised Photo mug

Our refund and returns policy is in place to ensure a smooth experience for our customers while managing expectations specific to custom printing. The policy lasts for 30 days from the date of purchase. Unfortunately, we cannot offer refunds or exchanges if 30 days have passed since your order.

To qualify for a return, the item must be unused, in the same condition as when received, and in its original packaging.

Non-Returnable Items

Several items are exempt from being returned, especially custom and made-to-order products. These include:

• Personalised or custom-printed materials (e.g., business cards, signs, banners) that have been printed as per your specifications.
• Sample packs or limited test prints that were agreed upon as final versions.
• Promotional items.

Return Eligibility

To process a return, we require proof of purchase, such as a receipt or order confirmation. Returns should be sent to our UK facility, not the manufacturer, as each print is handled directly by DotnPix.

Returns may only be accepted in the following scenarios:

• Print Defects: If there are printing errors or defects caused by DotnPix, we will assess the item for refund or reprint eligibility.
• Damage in Transit: Items damaged in transit may be eligible for a replacement or refund, provided they are reported to us within 7 days of delivery.
• Incorrect Orders: If you received an incorrect product due to a packing or printing error, contact us at info@dotnpix.com for assistance.

Partial Refunds

We may issue partial refunds if:

• The item is returned damaged or not in original condition due to reasons not attributable to DotnPix.
• The return arrives more than 30 days after delivery and doesn’t meet all refund criteria.

Refund Process

Once your return is received and inspected, we’ll notify you via email. Approved refunds will be processed to your original payment method within 7–10 business days.

If you haven’t received your refund, check with your bank or credit card provider as there can be delays in processing times. For further assistance, please contact us at info@dotnpix.com.

Discounted or Sale Items

Only regular-priced items are eligible for refunds. Items on sale or discounted due to custom bulk orders may not qualify.

Exchanges

We replace items only if they are defective or damaged. For exchanges of the same item, email us at info@dotnpix.com and send the item to: {physical address}.

Returns for Gifts

If marked as a gift upon purchase, you will receive a gift credit upon the return’s acceptance. Otherwise, the refund will be directed to the gift giver.

Shipping for Returns

To return an item, ship it to 4 Leytonstone Rd, London E15 1SE. Shipping costs are the customer’s responsibility and are non-refundable. If the return is approved, the original shipping cost may be deducted from the refund.

For high-value items, we recommend using a trackable shipping service. DotnPix cannot guarantee receipt of returned items without a tracking service.

Additional Assistance

For questions about refunds and returns, contact us at info@dotnpix.com.