01
Overview
Inkgility prints products to order. We cannot resell printed items returned for change-of-mind reasons, but we will always make it right when something arrives defective, wrong, or damaged. This policy explains the RMA (Return Merchandise Authorization) process and your options.
This Returns Policy covers physical print products (business cards, flyers, banners, stickers, apparel, packaging, and similar SKUs). For services and subscriptions, see our Refund Policy instead.
02
Issues Eligible for Return
- Printing defects: Color shift outside ISO 12647-2 tolerances, registration errors, ink streaks or banding, smudged ink, mis-cut beyond bleed tolerance, cracked finish, peeling lamination.
- Wrong quantity: The number of units shipped does not match your order confirmation.
- Wrong product: Wrong SKU, paper stock, finish, size, orientation, or front/back configuration.
- Shipping damage: Box was crushed, items were exposed to moisture, or products are otherwise damaged from transit.
- Manufacturing error: Product does not match the digital proof you approved.
03
How to Start an RMA
- Sign in to your customer dashboard and open the order under My Orders.
- Click Request Return / Reprint. The RMA wizard will walk you through issue type, photo upload, and your preferred resolution.
- You'll receive an RMA number (format: RMA-YYYYMMDD-XXXX) and an acknowledgment email within 1 business day.
- Our quality team reviews the case and responds with a decision within 2–3 business days.
If you cannot access your dashboard, email returns@inkgility.com with your order number, the issue, and photos.
04
Photo & Proof Requirements
Clear photos let us resolve your return quickly without shipping the product back. Please include:
- At least 2 photos showing the defect, taken in daylight or under neutral lighting
- 1 photo showing the full product on a flat surface
- 1 photo of the packing slip (so we can confirm the order number)
- For shipping damage: 1 photo of the outer carton before unpacking, if available
- For quantity issues: 1 photo of the full received stack/bundle alongside a ruler or hand for scale
JPEG, PNG, or HEIC formats up to 25 MB each. We never ask you to physically return items unless the issue cannot be confirmed from photos.
05
Reprint vs Refund — How We Decide
For every approved return, we offer you a choice:
- Free reprint — we re-run the order with the corrections, expedited at no extra charge. Best when you still need the product.
- Full refund — money returned to original payment method or store credit at 110% value.
- Partial credit + keep — if the defect is minor and you can still use the order, we may offer a partial credit and you keep the product.
| Issue | Default resolution | Your choice |
|---|---|---|
| Major print defect, full run | Free reprint | Reprint or full refund |
| Wrong product or quantity | Free reprint of correct order | Reprint or full refund |
| Shipping damage | Free reprint, claim filed with carrier | Reprint or full refund |
| Minor color drift within tolerance | Partial credit (15–25%) | Credit or reprint at our cost |
| Defect on small subset of units | Reprint of defective subset | Reprint subset or proportional refund |
06
Return Shipping
Most returns don't require shipping anything back. When we do request a return:
- We pay shipping when the return is caused by an Inkgility error — defect, wrong product, wrong quantity, or shipping damage. We email you a prepaid return label.
- You pay shipping when the return is due to incorrect information you provided (typos on a name, color preferences not specified, wrong address), or change-of-mind requests we accept as a courtesy.
Ship returns in their original packaging when possible. Use a trackable service. Returns lost in transit without tracking are the responsibility of the sender.
07
Timeline
| Step | Timeline |
|---|---|
| RMA acknowledgment | Within 1 business day |
| Quality team decision | Within 2–3 business days |
| Reprint production starts | Same day as approval |
| Reprint expedited shipping | 1–3 business days after production |
| Refund posted to card | 5–10 business days from approval |
RMA requests must be filed within 30 days of delivery. Damage claims with the shipping carrier are time-sensitive — file the RMA within 7 days of delivery for the smoothest resolution.
08
What's Not Eligible for Return
- Custom designs where the final print matches the digital proof you approved
- Items where the customer-provided artwork was the source of the issue (low-resolution upload, wrong color mode, incorrect dimensions provided)
- Apparel where the size requested matches the size delivered (size-charts are linked on every product page)
- Promotional/clearance items marked as final sale at the time of purchase
- Personalized items with names, dates, or unique identifiers (unless defective)
- Returns filed more than 30 days after delivery
- Items showing wear, modification, or use after delivery
09
Contact
- Email: returns@inkgility.com
- Phone: +1.877.385.4654 (Mon–Fri, 8am–8pm ET)
- Mail: Inkgility LLC, Attn: Returns, New York, NY, USA
Questions about this policy?
Our quality team can walk you through any return. Email returns@inkgility.com.