RETURNS & REPRINTS

Last updated 2026.

Every job we print is made to order from the file you supplied and the specification you chose — there isn’t a general “change of mind” return the way there would be for a stocked, off-the-shelf product. This page covers the cases that actually come up: a file that doesn’t match, a print that comes out wrong, and cancelling before production starts.

Before you pay: the size check

When you upload artwork, we compare its detected dimensions against the product’s standard size before you check out. If they don’t match, you’ll see exactly what we detected against what was expected, and you decide how to proceed — scale the file to fit, or replace it — before paying anything. Once you’ve accepted a quote with a mismatched file anyway, that’s your call to make, and we print what you approved.

If the fault is ours

If your order arrives visibly different from what you approved — the wrong paper, wrong finishing, misprinted colour on a correctly-supplied CMYK file, or a production defect — contact us within 7 days of delivery with photos of the issue. We’ll reprint the affected items at no charge, or refund that portion of the order if a reprint isn’t practical.

If the file was the issue

If a job prints exactly as supplied and the result doesn’t look right because of something in the original file — low-resolution artwork, a colour shift from RGB to CMYK, missing bleed, a font that wasn’t embedded, or a size mismatch you chose to proceed with — that’s not a production fault, and a reprint is billed as a new order. We flag the issues we can detect automatically before you pay specifically so this doesn’t happen; see file preparation.

Design-help orders

If you checked out without artwork and requested design help, you’ll see and approve the proof our design team produces before it goes to print — revisions at that stage are part of the design service, not a reprint.

Cancelling an order

Contact us as soon as possible if you need to cancel. If your order hasn’t entered production yet, we’ll cancel it and refund you in full. Once it’s queued for or in production, materials and labour are already committed and a cancellation can only be partial, or may not be possible at all — we’ll tell you exactly where your order stands when you reach out.

Quote validity

A configured quote is priced at the rates in force when you generate it and stays valid for 24 hours. This isn’t a returns issue in itself, but it’s the other half of “what you approved is what you get” — a quote that expires before checkout has to be re-priced at whatever rates apply when you start again.

How to reach us

Email orders@all-pod.co.ke or call +254112209887, with your order number from the confirmation email. You can also look up an order’s status at Track an order.