Effective Date: August 2026
At Royal Graphics, we are committed to providing high-quality printing, packaging, publishing, promotional and branding solutions to our customers. Because most of our products are custom-made and produced according to the customer’s approved artwork, specifications, size, quantity and material, our refund and replacement policy is designed specifically for customized printing orders.
This Refund & Replacement Policy applies to orders placed with Royal Graphics through our website, WhatsApp, phone, email, in-person communication or any other approved communication channel.
1.Customized & Made-to-Order Products
Most Royal Graphics products are specially produced according to customer requirements, including but not limited to:
- Offset Printing
- Digital Printing
- Business Cards
- Brochures & Flyers
- Books & Publishing
- Catalogues
- Annual Reports
- Labels & Stickers
- Woven Labels
- Hang Tags & Garment Accessories
- Packaging Boxes
- Corrugated Cartons
- Paper Bags & Cloth Bags
- Panaflex & Vinyl Printing
- Roll-up Stands & X-Standees
- Promotional & Corporate Gift Items
- Customized Mugs and Bottles
- Wedding Cards
- Notebooks, Diaries & Planners
- Corporate Printing Materials
- Other customized printing and promotional products
Because these products are manufactured specifically for an individual order, general change-of-mind returns are normally not accepted once production has started.
2. Customer Artwork & Approval
Before production, Royal Graphics may provide artwork, proof, sample or digital approval for the customer’s confirmation.
Once the customer approves the final artwork, the approved version will be considered the production reference.
The customer is responsible for checking:
- Spelling
- Grammar
- Names
- Phone numbers
- Addresses
- Logos
- Colours
- Images
- QR codes
- Barcodes
- Dimensions
- Quantity
- Material
- Finishing
- Other specifications
If an error exists in the customer’s approved artwork or specifications, Royal Graphics will generally not be responsible for that customer-approved error.
Customers are strongly advised to carefully review and approve artwork before production.
3. Errors Caused by Royal Graphics
If Royal Graphics produces an order incorrectly due to a confirmed production or manufacturing error on our part, we will review the issue and, where appropriate, provide a suitable remedy.
Depending on the nature of the issue, the remedy may include:
- Reprinting the affected items;
- Replacing defective or incorrectly produced items;
- Correcting the production issue where reasonably possible;
- Providing a partial refund or price adjustment for the affected portion; or
- Providing another appropriate resolution mutually agreed upon with the customer.
Where the mistake is clearly attributable to Royal Graphics, we will make reasonable efforts to correct the issue without charging the customer again for the affected replacement quantity.
4. Replacement of Incorrect or Defective Products
If you receive products that are materially different from the approved specifications because of a Royal Graphics production error, please contact us as soon as possible.
After reviewing the complaint, Royal Graphics may request:
- Photographs or videos of the delivered products;
- Images of the packaging;
- Delivery details;
- Order information;
- Approved artwork/proof;
- Quantity received; and
- Other information reasonably required to investigate the issue.
If the complaint is verified as a Royal Graphics production error, we will determine the appropriate replacement, reprint, refund or adjustment.
5. Quantity Variation / Over-Run & Under-Run
Printing and manufacturing processes can sometimes result in a small variation between the quantity ordered and the final quantity produced.
For applicable bulk/custom printing orders, a quantity variation of up to ±10% may be permitted unless a different quantity tolerance has been specifically agreed in writing before production.
Where the actual delivered quantity is below the agreed quantity tolerance, Royal Graphics may, depending on the circumstances:
- Adjust the invoice;
- Provide the missing quantity;
- Reprint the short quantity; or
- Provide another mutually agreed solution.
If an exact quantity is commercially critical, the customer should clearly communicate this requirement before quotation and production. Royal Graphics may apply different pricing or production conditions for guaranteed exact quantities.
6. Quality & Manufacturing Defects
Royal Graphics makes reasonable efforts to inspect finished products before dispatch.
A quality complaint may be considered where the delivered product has a material production defect such as:
- Incorrect printing caused by production;
- Major colour or printing error attributable to production;
- Missing pages caused by production;
- Incorrect binding caused by production;
- Incorrect size caused by production;
- Major cutting/die-cutting error;
- Incorrect finishing;
- Incorrect quantity outside the agreed tolerance;
- Damaged goods caused during Royal Graphics production or packing; or
- Other material manufacturing defects attributable to Royal Graphics.
Minor variations that are inherent to the printing or manufacturing process and do not materially affect the intended use may not qualify for a refund or replacement.
7. Colour Variation
Printing colours may vary slightly due to differences between:
- Digital screens and printed output;
- RGB and CMYK colour systems;
- Different paper or printing materials;
- Printing machines;
- Ink and substrate;
- Finishing processes; and • Different production batches.
Therefore, a minor colour difference from what appears on a computer, mobile phone or monitor will not automatically qualify as a defective product.
Where a physical proof or approved colour reference has been specifically agreed, Royal Graphics will use the agreed reference as the basis for evaluating a colour-related complaint.
8. Customer-Supplied Artwork
Royal Graphics is not normally responsible for errors contained in artwork supplied or approved by the customer.
This includes, but is not limited to:
- Spelling mistakes;
- Incorrect contact information;
- Incorrect prices;
- Incorrect addresses;
- Incorrect product information;
- Low-resolution images;
- Incorrect dimensions;
- Incorrect colours;
- Missing content;
- Incorrect QR codes;
- Incorrect barcodes; or
- Any other information approved by the customer.
If the customer requests changes after final approval or after production has started, additional charges and production delays may apply.
9. Cancellation Before Production
A customer may request cancellation before production begins.
Cancellation requests will be reviewed based on the status of the order.
If production, material purchasing, plate making, die making, setup, designing, printing or manufacturing has already started, Royal Graphics may deduct costs already incurred before processing any eligible refund.
Once a customized product has been fully or substantially produced, cancellation may not be possible.
10. Cancellation After Production
Customized printing and manufacturing orders generally cannot be cancelled after production has started because the products are made specifically according to the customer’s requirements.
However, if Royal Graphics has made a confirmed production error, the order will be reviewed under the replacement/refund provisions of this policy.
11. Refund Eligibility
A refund may be considered in circumstances where:
- Royal Graphics confirms a material production error;
- The ordered product cannot reasonably be corrected or replaced; • The customer and Royal Graphics mutually agree to a refund; or
- A refund is otherwise required under applicable law.
- Refunds are not normally provided simply because the customer:
- Changed their mind;
- No longer needs the printed material;
- Ordered the wrong quantity;
- Selected the wrong material or size;
- Approved incorrect artwork;
- Chaged their business requirement; or
Does not like a minor variation that is within the approved specifications or normal production tolerance.
12. Replacement / Reprint Procedure
If a replacement or reprint is approved, Royal Graphics will normally reproduce the affected quantity according to the original approved specifications.
The replacement timeline will depend on:
- Product type;
- Quantity;
- Material availability;
- Production schedule; • Finishing requirements; and
- Delivery location.
The customer may be required to return or retain the defective products according to Royal Graphics’ instructions.
13. Delivery Damage
If products are damaged during delivery, the customer should inform Royal Graphics as soon as reasonably possible and provide clear photographs/videos of the damaged package and products.
Royal Graphics will investigate whether the damage occurred during:
- Production;
- Packing; or
- Transportation.
The appropriate resolution will be determined after reviewing the circumstances and any applicable courier/shipping terms.
14. Non-Returnable Customized Products
Because our products are generally customized, the following products are normally non-returnable simply due to a change of mind:
- Customized printed materials;
- Customized packaging;
- Printed boxes and cartons;
- Labels and stickers;
- Woven labels;
- Printed garments/accessories;
- Panaflex and vinyl prints;
- Customized promotional products;
- Corporate gifts;
- Books and publishing orders;
- Customized wedding cards;
- Printed bags;
- Customized notebooks and diaries; and • Other made-to-order products.
This does not limit any rights or remedies available to the customer under applicable law where Royal Graphics has supplied defective, faulty or materially non-conforming goods or services.
15. How to Submit a Complaint
To report a defective, incorrect or damaged order, please contact Royal Graphics with:
Business Name: Royal Graphics
Website: royalgraphics.pk Phone / WhatsApp: 0333-7323257
Please provide:
- Order/invoice number;
- Customer name;
- Product name;
- Quantity ordered;
- Quantity received;
- Description of the issue;
- Clear photographs/videos; and
- Approved artwork/proof where applicable.
The earlier we receive the complaint, the sooner we can investigate and provide a suitable resolution.
16. Inspection & Complaint Review
Royal Graphics will review each complaint based on the order details, approved artwork, production specifications, photographs/videos and other relevant information.
Where appropriate, Royal Graphics may request the customer to return samples or defective products for inspection.
A replacement or refund will only be confirmed after the complaint has been reviewed and the responsibility for the issue has been reasonably established.
17. Policy Changes
Royal Graphics reserves the right to update this Refund & Replacement Policy from time to time to reflect changes in our services, business practices or applicable legal requirements.
The latest version published on our website will apply to future orders, subject to applicable law.
18. Contact Us
If you have any questions regarding our Refund & Replacement Policy, please contact us:
Royal Graphics
Website: royalgraphics.pk
Phone / WhatsApp: 0333-7323257
We value our customers and aim to resolve genuine production and quality issues fairly, professionally and as quickly as reasonably possible.
Royal Graphics — Printing, Packaging & Branding Solutions
