Refund Policy

At Toukan Printing we are committed to providing the highest quality custom printing services. Because all products are custom manufactured to your specifications and printed with your submitted artwork, all sales are final.

We do not offer refunds, returns, or clear-cuts simply because you have changed your mind, no longer need the product, or made an error in your submitted artwork.

However, we stand by the quality of our production. If we make an error or your order arrives with manufacturing defects, we will work with you to make it right according to the terms outlined below.

1. WHAT IS COVERED FOR A REPRINT OR REFUND

Toukan Printing will authorize a reprint or, at our sole discretion, an appropriate refund or credit, if the final printed product fails to meet industry standards due to our error. Covered issues include:

Manufacturing Defects: Significant issues with the material, structural integrity, or application of finishes (e.g., peeling lamination, defective binding).
Production Errors: Completely incorrect paper stock, incorrect sizing (beyond industry standard tolerances), or missing finishing options requested and paid for on the final invoice.
Deviation from Approved Proof: Significant deviation in placement, text, or layout from the final digital proof approved by you.

2. WHAT IS NOT COVERED

We are not responsible for and cannot offer reprints or refunds for errors that originate from the customer’s side or are within acceptable industry tolerances. Non-covered issues include, but are not limited to:

Artwork Errors: Typos, spelling mistakes, grammar errors, punctuation issues, missing fonts, or incorrect dates/information.
Resolution & File Quality: Blurry, pixelated, or distorted images resulting from low-resolution files provided by the customer.
Layout & Bleed Issues: Important text or imagery cut off because it was placed outside the safe margin or without proper bleed in the supplied file.
Color Variations: Since all monitors display colors differently (RGB) and printing requires CMYK formatting, we do not guarantee a 100% color match. Slight color shifts between the digital proof and the final printed product are normal and not eligible for a refund.
Industry Tolerances: Slight variations in cutting, folding, or size (typically up to 1/16” to 1/8”) are considered standard in the commercial printing industry.
Overruns & Underruns: A variation of ±5% in final print quantity is standard practice. You will be billed only for the actual quantity shipped.
Shipping Delays: Delays caused by third-party carriers, weather, customs, or acts of God are out of our control and not eligible for a refund.

3. HOW TO SUBMIT A CLAIM

If you believe your order contains a manufacturing defect or error caused by Toukan Printing, you must notify us within five (5) business days of receiving the order.

Steps for Filing a Claim:

Contact us immediately via email at info@toukanprinting.com. Include your Order Number in the subject line.
Provide a clear description of the defect or error.
Attach at least 3 to 5 clear, high-resolution photographs showing the full product and close-ups of the specific defects.

Note: Do not discard the defective products. We may require you to return the defective items (or a portion of them) at our expense before initiating a reprint or refund.

4. RESOLUTION PROCESS

Assessment: Our Quality Assurance team will review your claim and the provided photos within 2-3 business days.
Reprinting: If we verify the claim is due to our error, our primary remedy is to reprint the order at no additional cost to you. Reprints will use the exact same file originally submitted and approved; no alterations to artwork are permitted during a reprint.
Prorated Refunds: If the error affects only a portion of your order, we reserve the right to offer a prorated refund or store credit for the defective portion rather than a full reprint.
Full Refunds: Only in cases where a reprint is technically impossible or severely delayed beyond utility, Toukan Printing may, at its sole discretion, issue a full refund to your original method of payment.

5. ORDER CANCELLATIONS

Before Proof Approval: If you cancel your order before the digital proof has been approved, you are eligible for a refund, minus a cancellation fee to cover administrative processing, pre-press work, and transaction fees.
After Proof Approval: Once you approve the digital proof, the order is immediately sent to production. At this stage, the order cannot be cancelled, modified, or refunded.

6. CONTACT US

If you have any questions regarding this Refund Policy, please contact our support team:

Toukan Printing
5-2054 Kingsway Ave.
Port Coquitlam, BC V3C 1S5
Canada
Phone: +1 (236) 480-2333
Phone: +1 (604) 710-5234
Email: info@toukanprinting.com

Return & Refund Policy