Refunds & Cancellations
Refunds & Cancellations
Operational Standards & Statutory Disclosures
This policy outlines the rigorous protocols governing the cancellation of orders and the issuance of credits or refunds at Conkea.com Ltd.
Due to the high-precision, bespoke nature of our production facility, these terms are strictly enforced to maintain our service integrity.
01. Irrevocable Nature of Bespoke Orders
1.1 Statutory Exclusion: All goods manufactured by Conkea.com Ltd are produced to the Buyer’s unique specifications.
Under the Consumer Contracts Regulations 2013, bespoke and personalised items are exempt from the standard right to cancel.
By confirming your order, you waive any right to a cooling-off period.
1.2 Automated Commitment: Our internal production systems are engineered for immediate material allocation.
Once an order is placed, raw substrates are earmarked and pre-press automation is initiated.
Consequently, all sales are final.
Cancellation Thresholds
If a cancellation request is received before the file has been processed by our pre-press department, a refund may be granted at the Company’s sole discretion.
This will be subject to a £25.00 administrative fee or 10% of the order value (whichever is greater) to cover file intake, merchant processing fees, and administrative overheads.
No cancellations are possible once an order status is updated to "In Production".
02. Technical Variance & Quality Audit
2.1 Industrial Tolerances: Conkea.com Ltd operates within professional manufacturing tolerances.
A claim for a refund or reprint will be rejected if the "defect" falls within industry-standard deviations, including but not limited to: +/- 10% colour density variation, 2mm mechanical cutting drift, or substrate texture inconsistencies.
2.2 Artwork Culpability: We do not offer refunds for errors inherent in the Buyer's submitted files.
This includes typographical errors, low-resolution imagery, incorrect overprint settings, or "transparency flattening" issues.
It is the Buyer's absolute responsibility to audit their artwork prior to submission.
03. The Formal Claims Protocol
To maintain our quality records, every claim must undergo a formal internal audit.
The following steps are mandatory:
Claims made after this period are contractually void.
For large-scale discrepancies, we may require a physical sample (at least 10% of the run) to be returned for laboratory inspection.
Refunds are only issued as a secondary measure if a reprint is technically unfeasible.
04. Logistics and Third-Party Failures
4.1 Courier Indemnity: While Conkea.com Ltd manages the dispatch of goods from our facility, we do not accept liability for the performance of third-party couriers.
Delays in transit, "failed delivery attempts", or local logistics disruptions do not entitle the Buyer to a refund.
4.2 Consequential Loss: Conkea.com Ltd expressly excludes any liability for indirect losses.
We will not be held financially responsible for missed event dates, marketing costs, or loss of revenue resulting from a production delay or defective delivery.
05. Returns
Unauthorised returns will not be accepted.
Any goods returned without a formal **Return Merchandise Authorisation (RMA)** number issued by our Belfast office will be destroyed, and no credit will be issued.
