Refund policy

Return & Refund Policy — M-Ink Urban / ProArt Labs

We take pride in producing high-quality, custom-made products. By placing an order with us, you agree to the terms outlined below.

1. Non-Returnable Items (Custom & Personalised Orders)

Due to the personalised nature of our products (including but not limited to custom T-shirts, hoodies, mugs, sacks, tote bags, HTV and sublimation items), we do NOT accept returns, exchanges, or refunds unless the item is faulty or incorrect.

Custom items are made specifically to your requirements and are exempt from the standard UK Consumer Contracts Regulations regarding returns.

2. Faulty, Damaged or Incorrect Items

If your item arrives damaged, defective, or not as described, you must notify us within 48 hours of delivery.

We will require:

Order number
Clear photos of the item and the issue
Photo of the packaging if damaged

If the claim is approved, we will offer one of the following:

A replacement at no cost
A partial refund
A full refund (only if replacement is not possible)

We may request the item to be returned before issuing a refund or replacement. Return postage for faulty goods will be covered by us.

3. Return Eligibility

Returns are only accepted if:

The item is faulty, damaged, or incorrect, and
The issue has been reported within 48 hours

Items must be:

Unused
In original condition
In original packaging (where applicable)

We reserve the right to decline returns that do not meet these conditions.

4. Order Errors by the Customer

We are not responsible for:

Typographical errors provided by the customer
Incorrect sizing chosen by the customer
Failure to read product descriptions before ordering

No refunds or replacements will be issued for customer-submitted errors.

5. Cancellations

Orders for personalised items cannot be cancelled once production has started.
Non-custom items may be cancelled within 12 hours of purchase if they have not been dispatched.

6. Exchanges

We do not offer exchanges on personalised items.
Non-custom items may be exchanged within 14 days, provided they are unused and in original condition. Return postage is the responsibility of the customer.

7. Refund Processing Time

Approved refunds will be processed to the original payment method within 5–7 business days.
Processing times may vary depending on your bank or payment provider.