// PRINTMATRIX POLICIES
Returns, Refunds & Custom Orders
1. Custom-made products
Many PrintMatrix products are personalized or manufactured to customer specifications. Once production starts, cancellation or change requests may involve work already completed or materials committed. Any applicable charges must have been disclosed and agreed, and remain subject to mandatory legal rights.
2. Before production
Please review spelling, measurements, colours, quantities, placement and proofs carefully. Contact info@printmatrix.ca promptly if a correction is needed. We will confirm whether the change can be made and any revised price or timeline before proceeding.
3. Problems with an order
If an item arrives damaged, defective, materially different from the agreed specifications, or incorrect due to our error, contact info@printmatrix.ca with your order reference, a description and photographs where helpful. We will assess the issue and provide an appropriate remedy under the order agreement and applicable law, which may include repair, replacement, correction or refund.
4. Change-of-mind requests
For non-defective custom goods, change-of-mind returns are generally not offered after production unless PrintMatrix agrees otherwise in writing. This does not restrict statutory cancellation, refund, warranty or other consumer rights.
5. How to request help
Email info@printmatrix.ca with your order reference. Do not ship items back without first contacting us for instructions. Return shipping responsibility will be determined based on the reason for return, the agreement and applicable law.
6. Refund processing
If a refund is approved or legally required, the method and timing will be confirmed and handled in accordance with applicable requirements. This policy does not create an arbitrary deadline for customers to report legal defects.
Questions about this policy? Email info@printmatrix.ca.