Returns, Refunds &
Quality Claims

Why there is no return window

That is what this page sets out. We would much rather re-print a roll than argue about a return.

What we do cover

• Manufacturing defects: print faults, mis-registration, incomplete coverage, delamination or poor adhesion on a construction we recommended and you approved.
• A mismatch against the order: wrong material, wrong finish, wrong size or wrong roll format compared with what was confirmed.
• Quantity short of the agreed figure by more than the normal tolerance.
• Goods damaged in transit where the agreed term is DDP.

What we do not cover

• Anything visible on, and approved by, the proof. Once a proof is signed off we produce to it.
• Damage after delivery, including damage from a line running too fast, a surface that was not as described, or exposure to heat, chemicals, solvent or UV beyond what the construction is rated for.
• Failure to store the goods correctly before use. Unused label stock should be kept cool, dry and out of direct sunlight in the original packaging.
• Change of mind on a custom specification, or a specification that was our recommendation but is simply not the one you needed.
• Cost of removing and re-applying the goods, and any downtime or recall you incur.

This is not a way of avoiding responsibility. It is the boundary of what was agreed, and we will say plainly which side of it a problem falls on.

How to raise a claim

Send it within 14 days of arrival, and before the goods go into production if that is possible. We cannot investigate a claim on goods that have already been used up.

1. Email us at dexinlilabels@hotmail.com with the order number.
2. Tell us what is wrong and how much of the order it affects.
3. Send photographs of the affected goods, and the batch or lot number printed on the core label.
4. Keep the remaining rolls and the cartons, and do not dispose of them. We usually need to look at them.

What we can do

A refund is generally not the remedy, because the goods cannot be resold and the material and labour are already spent. We would rather put correct goods in front of you. If you need a refund for a specific reason, say so and we will discuss it — the commercial reality is that it is harder for us to agree to, and easier to agree to a credit.

• Replacing the affected goods in your next shipment at no charge.
• Re-working or re-printing the affected quantity.
• A credit note for the affected goods, usable against a future order.

Quantity tolerance

For a label that feeds a metering system, tell us on the order and we will discuss a tolerance that suits the equipment instead of using ours.

The cheaper answer is a good proof

Almost every claim we would otherwise have to assess starts as something that was visible on a proof. If the proof was checked carefully and approved by the right person, the problem does not reach the factory. If you want a second pair of eyes on a file before it goes to print, send it anyway — we would rather look twice.