Effective Date: 1 Apr 2025

Section 1: Preamble & Scope

Printing Labs is dedicated to providing exceptional quality corporate gifting solutions, including employee welcome kits and customized merchandise, tailored to the specific needs of our corporate clientele within India. We understand the importance of fostering strong business relationships and strive for client satisfaction through reliable service and high-standard products. This Refund and Return Policy outlines the specific terms, conditions, and procedures governing the return, replacement, credit, or refund of Goods purchased by corporate clients from PrintingLabs.

This policy applies exclusively to Business-to-Business (B2B) transactions conducted within the Republic of India. The purchasers (“Clients”) under this policy are corporate entities acquiring Goods for legitimate business purposes, such as corporate gifting, employee engagement, marketing, or internal use, and not for personal consumption or resale. This distinction is important as the governing legal framework for B2B transactions differs from that applicable to individual consumers under legislation like the Consumer Protection Act, 2019. This policy governs all orders placed through the Printing Labs website (https://printinglabs.in), direct sales channels, or other official platforms.

By placing an order with PrintingLabs, the Client acknowledges and agrees to the terms and conditions set forth in this Refund and Return Policy. It is essential for clients to review this policy carefully before making a purchase to ensure a clear understanding of their rights and obligations.

Section 2: Definitions

To ensure clarity and avoid ambiguity, the following terms shall have the meanings ascribed to them below throughout this policy:

• “PrintingLabs” / “We” / “Us”: Refers to the operating company providing the Goods and services.
• “Client” / “You”: Refers to the corporate entity, organization, or business purchasing Goods from Printing Labs for a commercial purpose.
• “Goods”: Refers to the physical products offered for sale by PrintingLabs, including but not limited to items intended for corporate gifts, employee welcome kits, promotional merchandise, and related articles. This aligns with the definition of goods under relevant Indian commercial law.
• “Customized Goods”: Refers to any Goods that have been modified, printed, engraved, embroidered, or otherwise produced according to the Client’s specific instructions, designs, logos, text, or personalization requirements. This includes Goods requiring Client approval of digital proofs, mock-ups, or physical samples prior to full production. The process of client proof approval is integral to defining these goods, establishing a shared understanding of the final product specifications.
• “Bulk Order”: Refers to any single order comprising or more units of a single Stock Keeping Unit (SKU), or any order with a total invoice value exceeding INR. This threshold helps differentiate standard orders from those requiring specific handling procedures due to volume.
• “Defect” / “Defective”: Refers to a verifiable fault, significant imperfection, or shortcoming in the quality, quantity, material, or standard of workmanship of the Goods, which renders them unfit for their reasonably intended purpose or materially non-compliant with agreed-upon specifications. This definition is consistent with concepts under Indian law.3 Minor variations in colour, texture, finish, or dimensions inherent to the manufacturing process or materials used, especially in bulk production, which do not materially affect the usability or overall aesthetic appearance, are not considered Defects. Damage caused after delivery is also excluded.
• “Damage in Transit”: Refers to physical harm sustained by the Goods during the shipping process, occurring between dispatch from PrintingLabs’ facility and delivery to the Client’s specified address.
• “Non-Conformance”: Specifically applicable to Customized Goods, this refers to a material deviation of the final produced Goods from the final specifications, digital proofs, mock-ups, or physical samples that were explicitly approved in writing (including via email or platform approval) by the Client before the commencement of mass production. This precise definition, linked to client approval, is crucial for managing expectations and disputes regarding custom orders.
• “Proof of Delivery (POD)”: Refers to the official confirmation provided by the designated shipping carrier verifying the date, time, and location of the delivery of the shipment to the Client or their authorized representative.
• “Return Authorization (RA) Number”: A unique reference number issued by Printing Labs Customer Support, granting the Client permission to return specific Goods under the terms of this policy. This number is essential for tracking and processing returns.
• “Business Day”: Refers to any day from Monday to Friday, excluding public holidays officially observed in, India.
• “Credit Note”: A formal document issued by Printing Labs to the Client, confirming a credit amount that can be applied towards future purchases from PrintingLabs.

Section 3: Eligibility for Returns & Refunds

Printing Labs accepts returns and considers refunds or credits only under the specific circumstances outlined below. Clients are urged to inspect deliveries promptly upon receipt.6

• 3.1 Grounds for Return: Returns will only be considered if the Goods meet one of the following criteria:

• (a) Damage in Transit: The Goods received exhibit clear physical damage attributable to the shipping process. Timely reporting with evidence is mandatory (see 3.2 and 3.3).
• (b) Manufacturing Defects: The Goods possess inherent flaws in materials or workmanship, as defined under “Defect” in Section 2, significantly impairing their function or intended appearance. This must be reported within the specified timeframe.
• (c) Incorrect Items Shipped: The Goods delivered do not correspond to the items (product type, specified colour/size where applicable) confirmed in the final order documentation provided by PrintingLabs.
• (d) Non-conformance to Approved Specifications (Customized Goods Only): The Customized Goods materially deviate from the final written proof, mock-up, or specification sheet that was explicitly approved by the Client prior to production initiation. The linkage to the approved specification is critical.

• 3.2 Reporting Timeframes: Strict adherence to reporting deadlines is required to initiate a return claim. Failure to report within these timeframes may void the claim.

• Damage in Transit: Must be reported to Printing Labs Customer Support within 48 hours of the recorded Proof of Delivery (POD). Immediate inspection upon arrival is strongly recommended to meet this deadline. This short window is necessary for potential claims against shipping carriers and verifies the damage occurred before acceptance.
• Manufacturing Defects, Incorrect Items, Non-Conformance: Must be reported to Printing Labs Customer Support within 7 Business Days of the recorded Proof of Delivery (POD). This provides a reasonable period for discovering issues that may not be immediately apparent upon unboxing, particularly for larger orders, while still ensuring prompt notification. (See Section 5 for specific Bulk Order inspection timelines).

• 3.3 Required Proof: All return requests must be accompanied by clear, verifiable evidence submitted alongside the initial report. The burden of providing adequate proof rests with the Client.

• Damage Claims: Requires clear photographs and/or a continuous, unedited unboxing video showing: (i) the condition of the external packaging upon arrival, (ii) the unboxing process, and (iii) the specific damage to the Goods. Unboxing videos are highly recommended as they provide the strongest evidence for transit damage.
• Defect/Incorrect Item/Non-Conformance Claims: Requires clear photographs and/or videos clearly illustrating the specific defect, the incorrect item received (compared to order details), or the non-conforming aspect of the Customized Good. For Non-Conformance claims, comparison photos showing the deviation from the approved proof or specification sheet are necessary.
• Printing Labs reserves the right to request additional information or evidence and may reject claims where submitted proof is insufficient, unclear, or provided after the reporting deadline. This requirement helps protect against fraudulent claims and ensures efficient verification.

Section 4: Non-Returnable Items & Exclusions

To maintain clarity and manage expectations effectively, the following items and circumstances are explicitly excluded from eligibility for return, refund, or credit :

• 4.1 Customized and Personalized Goods: Given their bespoke nature and inability to be resold, Customized Goods are considered final sale. They are not eligible for return or refund except under the specific conditions of Damage in Transit, Manufacturing Defect, Incorrect Item Shipped, or Non-conformance to Client-approved specifications as detailed in Section 3.1. Client approval of final proofs signifies acceptance of the design, layout, and specified personalization elements.
• 4.2 Subjective Reasons & Minor Variations: Returns based on subjective factors are not accepted. This includes, but is not limited to:

• Client’s or end-recipient’s change of mind, dislike of the product’s style, aesthetic, or perceived quality if it conforms to the approved specifications and general product description. This is a necessary clarification from previous policy versions  and crucial for the B2B custom goods model to avoid returns based on variable tastes.
• Minor variations in colour shade, material texture, finish, or dimensions that are inherent to the manufacturing process, materials used (e.g., natural wood grain), or within acceptable industry tolerances for bulk production, and do not materially affect the product’s functionality or overall intended appearance.

• 4.3 Post-Delivery Damage: Any damage to the Goods that occurs after the initial 48-hour window for reporting transit damage has passed, and which cannot be proven as a pre-existing Manufacturing Defect.
• 4.4 Improper Use or Handling: Defects, damage, or issues arising from misuse, neglect, improper storage conditions, accidental damage post-delivery, unauthorized alterations, or failure to follow any provided care instructions by the Client or the end-recipient.
• 4.5 Consumable / Perishable Goods: Any food items, beverages, or other perishable goods included in gift kits are non-returnable due to health and safety regulations, unless received in a damaged condition or past their expiry date upon delivery.
• 4.6 Digital Products & Gift Cards: Any digital codes, software, electronically delivered gift cards, or similar non-physical items are final sale and non-refundable.18
• 4.7 Items Without Original Packaging/Tags: While efforts should be made to return items in original packaging, the absence of non-essential packaging may not automatically disqualify a return if the core issue (defect, damage) is verified. However, returns may be rejected if essential components, original manufacturer tags (if applicable), or specific protective packaging necessary for safe return are missing, rendering the item incomplete or susceptible to further damage.6
• 4.8 Late Reporting: Any claims or return requests submitted after the mandatory reporting deadlines specified in Section 3.2 or Section 5.1.

Section 5: Policy for Bulk Orders

Recognizing the logistical and financial considerations unique to large volume orders, the following specific terms apply to Bulk Orders, superseding general clauses where differences exist :

• 5.1 Inspection Period: Clients are required to conduct a thorough inspection of all items within a Bulk Order and report any discrepancies (Damage in Transit, Manufacturing Defects, Incorrect Items, Non-Conformance, Shortages) within 5 Business Days of the recorded Proof of Delivery (POD). This slightly extended timeframe compared to the 48-hour transit damage window, but shorter than the general 7-day defect window, balances the need for prompt reporting with the practicalities of inspecting large quantities.
• 5.2 Reporting Discrepancies: Reports for Bulk Order issues must be submitted within the 5 Business Day inspection period via the designated channel (see Section 10). The report must include:

• Client Name and Order Number.
• Total quantity ordered vs. total quantity received (for shortage claims).
• Specific item(s) affected.
• Total quantity affected by the issue(s).
• Detailed description of the issue(s) (e.g., type of defect, nature of damage, specific non-conformance).
• Clear, representative photographic and/or video evidence illustrating the issue(s) across multiple affected units where applicable.

• 5.3 Sampling for Quality Issues: For claims involving alleged Manufacturing Defects or Non-Conformance affecting a significant portion of a Bulk Order, Printing Labs reserves the right, prior to authorizing a full return or resolution, to request the Client to return a reasonable, representative sample of the affected Goods (e.g., 5-10 units) for detailed inspection at PrintingLabs’ facility. The cost of shipping this sample may be covered by Printing Labs upon confirmation of eligibility.
• 5.4 Resolution for Partial Issues: If inspection (either of samples or based on evidence provided) confirms that only a portion of the Bulk Order is affected by a verifiable issue (Defect, Damage, Non-conformance), PrintingLabs’ obligation will be limited to addressing only those specific affected units. The resolution for the affected units (e.g., replacement, credit note, or partial refund) will be determined by Printing Labs in consultation with the Client, based on the nature of the issue, feasibility, and potential impact. The unaffected portion of the Bulk Order remains subject to the original payment terms and is not eligible for return or refund. This approach ensures fairness by addressing confirmed issues without necessitating the return or rejection of the entire order due to localized problems, which is critical for managing liability in large-scale B2B transactions.

Section 6: Return Process

The following steps must be followed to ensure the efficient processing of any eligible return:

• 6.1 Initiating a Return Request:

• The Client must contact Printing Labs Customer Support within the applicable reporting timeframe (Section 3.2 or 5.1) using the designated contact methods provided in Section 10 (e.g., support@printinglabs.in).
• The request must contain all necessary information: Client Name, Company Name, Order Number, specific item(s) and quantity being requested for return, detailed reason for return referencing the eligible grounds in Section 3.1, and all required photographic/video evidence as per Section 3.3. Incomplete requests may result in processing delays.

• 6.2 Return Authorization (RA):

• Printing Labs Customer Support will review the submitted request and evidence against the policy criteria.
• If the return request appears preliminarily eligible, Printing Labs will issue a unique Return Authorization (RA) Number via email, along with specific instructions for the return shipment, including the correct return address.
• Crucially, Goods must not be shipped back to Printing Labs without a valid RA Number. Any Goods received without a corresponding, valid RA Number will be refused, will not be processed for inspection or resolution, and may be returned to the Client at the Client’s sole expense. The RA system is essential for tracking and managing returns effectively and prevents the receipt of unauthorized shipments.

• 6.3 Packaging:

• The Client bears the responsibility for packaging the authorized return items securely and adequately to prevent damage during the return transit.
• Wherever feasible, the original product packaging, including boxes, inserts, protective materials, and tags, should be used. Proper packaging is crucial to ensure the item arrives back in a condition suitable for inspection.

• 6.4 Shipping:

• Responsibility for Costs: Unless the return is confirmed by Printing Labs to be solely due to an error on PrintingLabs’ part (e.g., shipment of an incorrect item, confirmed manufacturing defect where replacement is agreed), the Client is responsible for arranging and bearing the full cost of the return shipping. This is a standard allocation of cost in B2B returns unless the seller is at fault.
• Printing Labs Covers Costs When: In cases where Printing Labs explicitly confirms responsibility for the return reason (e.g., shipping error), Printing Labs will either provide a pre-paid shipping label or agree to reimburse the Client for reasonable, documented return shipping costs upon receipt of a valid invoice/receipt.
• Tracking and Insurance: Clients are strongly advised to use a reputable courier service that provides tracking information and adequate insurance for the return shipment. Printing Labs is not liable for returned Goods that are lost, damaged, or stolen during transit back to its facility. The Client assumes the risk of loss until the returned Goods are confirmed received by Printing Labs.
• RA Number Display: The issued RA Number must be clearly and legibly marked on the exterior of the return package. Failure to do so may lead to refusal of the shipment or significant delays in processing.

Section 7: Inspection & Resolution

Upon successful receipt of an authorized return shipment at the designated Printing Labs facility, the following inspection and resolution process will apply:

• 7.1 Inspection:

• Printing Labs personnel will inspect the returned Goods within a reasonable timeframe, typically 5-7 Business Days after receipt.
• The inspection will verify: (i) that the Goods match the RA Number issued, (ii) the presence and nature of the claimed issue (Damage, Defect, Incorrect Item, Non-conformance), and (iii) compliance with return conditions (e.g., unused, original state where applicable).

• 7.2 Resolution Options: Following a successful inspection confirming the eligibility of the return under this policy, Printing Labs will determine the appropriate resolution, prioritizing options that maintain the business relationship and address the issue effectively :

• (a) Replacement: Where the issue is confirmed and replacement is feasible (e.g., stock available for incorrect items, ability to reproduce corrected Customized Goods), Printing Labs will typically offer to replace the affected Goods. Replacement items will be shipped to the Client at PrintingLabs’ expense. This is often the preferred resolution in B2B contexts to fulfill the original order intent.
• (b) Credit Note: If replacement is not feasible (e.g., item discontinued, custom item cannot be remade quickly) or if mutually agreed with the Client, Printing Labs may issue a Credit Note. The Credit Note will be for the value of the returned and verified Goods (potentially excluding original shipping costs, unless the return was due to PrintingLabs’ error). The Credit Note will be valid for a specified period (e.g., 12 months) for use against future purchases from PrintingLabs. This encourages continued business.
• (c) Refund: A refund to the Client’s original method of payment will be considered as a resolution option primarily when: (i) replacement or credit note is impractical or impossible, (ii) required by applicable law (e.g., significant breach under Sale of Goods Act ), or (iii) explicitly agreed upon by Printing Labs management in exceptional circumstances. If a refund is approved, it will be processed within 10-14 Business Days following the approval notification. The refund amount may be subject to deductions for return shipping (if Client’s responsibility), any applicable restocking fees (if previously communicated for specific non-custom items, though generally avoided for B2B custom), or original shipping charges (unless PrintingLabs’ error).

• 7.3 Rejection of Return: If the inspection determines that the returned Goods do not meet the eligibility criteria outlined in this policy (e.g., issue not verifiable, damage occurred post-delivery, item altered or misused, return conditions not met), Printing Labs reserves the right to reject the return claim. In such cases, the Client will be notified of the rejection reason, and the Goods will be returned to the Client only upon the Client’s request and at the Client’s sole expense (including shipping and handling charges). The inspection step is crucial for validating claims and enforcing policy terms.

Appendix A: Return & Refund Scenarios Overview (B2B Policy)

This table provides a quick reference guide to common scenarios. Refer to the full policy text for complete details and conditions.

Note: This table is a summary. The full policy text governs all returns.

Section 8: Undelivered Shipments

Issues related to the delivery of shipments will be handled as follows, refining clauses from previous policy versions for B2B clarity:

• 8.1 Incorrect Address / Recipient Unavailability: Printing Labs shall not be held responsible for delays, non-delivery, or additional costs (including return shipping charged by the carrier or redelivery fees) if a shipment fails to be delivered due to: (i) incorrect, incomplete, or invalid delivery address information provided by the Client; (ii) the designated recipient being unavailable to receive the package after reasonable delivery attempts by the carrier; or (iii) refusal of the delivery by the recipient. In such cases, the Client remains fully liable for the invoiced amount and any additional charges incurred.
• 8.2 Shipping Errors by PrintingLabs: If it is verified that non-delivery resulted directly from an error made by Printing Labs (e.g., incorrect address label generated despite accurate Client input, incorrect item dispatched leading to refusal), Printing Labs will take corrective action at its own expense. This may involve reshipping the correct order or issuing a full Credit Note or Refund for the affected items.
• 8.3 Items Lost by Carrier: If a shipment is confirmed by the shipping carrier to be lost in transit before a Proof of Delivery is recorded, Printing Labs will initiate an investigation with the carrier and work with the Client towards a resolution. This resolution may include, at Printing Labs’ discretion and subject to carrier claim outcomes, reshipment of the order or the issuance of a Credit Note or Refund. However, once a shipment is marked as ‘Delivered’ by the carrier with a valid POD, it is generally considered successfully delivered, and claims for non-receipt based on ‘lost items’ cannot typically be entertained under this policy.
• 8.4 Items Returned to Sender (RTO): Should a shipment be returned to PrintingLabs’ facility by the carrier as ‘undeliverable’ after failed delivery attempts (due to reasons outlined in 8.1), Printing Labs will notify the Client upon receipt. The Client will be responsible for any RTO charges levied by the carrier. If the Client requests reshipment, they will also be responsible for the full cost of the subsequent shipping attempt. The Goods remain the property of the Client (if paid or under contract), but Printing Labs is not obligated to store RTO items indefinitely or reship without payment of associated costs.

Section 9: Legal Compliance & Governing Law

• Compliance Statement: Printing Labs endeavors to conduct its business in compliance with all applicable laws and regulations governing the sale of goods and B2B e-commerce transactions within India. This includes adherence to principles outlined in the Indian Contract Act, 1872, and the Sale of Goods Act, 1930. While acknowledging the spirit of consumer protection , this policy reflects the specific nature of B2B commercial transactions where parties often have negotiated terms and different expectations compared to individual consumer purchases.
• Governing Law: This Refund and Return Policy, and all transactions between Printing Labs and the Client, shall be governed by and construed in accordance with the laws of the Republic of India, without regard to its conflict of law principles.
• Jurisdiction: Any dispute, controversy, or claim arising out of or relating to this policy, its breach, termination, or validity, or any transaction conducted hereunder, shall be subject to the exclusive jurisdiction of the competent courts located in, India. This clause provides legal certainty regarding the forum for dispute resolution.
• Limitation of Liability: To the maximum extent permitted by applicable Indian law, PrintingLabs’ total liability arising out of or in connection with any claim related to Goods purchased under this policy shall be limited to the actual amount paid by the Client for the specific Goods giving rise to the claim. Printing Labs shall not be liable for any indirect, incidental, consequential, or punitive damages. (Note: Specific enforceability may depend on contract law provisions; consult legal counsel).

Section 10: Contact Information

For all inquiries, requests, or notifications related to refunds, returns, or this policy, Clients should contact Printing Labs Customer Support through the following official channels. Providing clear contact information is essential for transparency and efficient communication.

• Email: support@printinglabs.in
• Phone: +919909992454
• Operating Hours: 10:00 AM to 07:00 PM, Indian Standard Time (IST), excluding public holidays.
• Address: A-704-6, Unicus Shyamal, Shyamal Cross Rd, Shyamal, Ahmedabad, Gujarat 380015

Please include your Company Name and Order Number in all communications to facilitate prompt assistance.

Section 11: Policy Amendments

• Right to Modify: Printing Labs reserves the right to amend, modify, or update this Refund and Return Policy at its sole discretion at any time and without prior individual notice to Clients
• Effective Date: Any changes to the policy will become effective immediately upon their posting on the Printing Labs website (https://printinglabs.in/refund_returns/). Clients are encouraged to review the policy periodically.
• Governing Policy: Notwithstanding any subsequent changes, the version of the Refund and Return Policy that was in effect at the precise time the Client placed a specific order will be the version that governs that particular transaction. This ensures fairness and predictability for orders already placed.