Return & Refund Policy

Print Genie is operated by KHL Printing Co Pte Ltd, located at 20 Bedok South Road, Singapore 469277.

Print Genie is committed to delivering high-quality printing services. As our products are customised and made-to-order, eligibility for returns, refunds, or reprints depends on the nature of the transaction (Business-to-Business or Business-to-Consumer) and the circumstances outlined below.

Business vs Consumer Transactions

Business-to-Business (B2B)

For customers placing orders for commercial or business purposes, transactions are governed by contractual terms between Print Genie and the business customer. The Consumer Protection (Fair Trading) Act (CPFTA) does not apply to B2B transactions.

All orders are considered final once confirmed, and remedies are limited to those outlined in this policy.

Business-to-Consumer (B2C)

For individual customers purchasing for personal, non-commercial use, certain rights under the CPFTA may apply. However, due to the customised nature of printed products, refunds for change of mind are generally not permitted.

Print Genie will provide remedies such as reprints or refunds only where the product is defective or does not meet agreed specifications.

Exceptions to the Policy

Print Genie will not be responsible for issues arising from the following circumstances:

1. Typos & Grammar
   Spelling mistakes, punctuation errors, or grammatical mistakes provided by the customer.
2. Image Quality
   Poor image quality or low-resolution images supplied by the customer.
3. Design Errors
   Errors made during the document creation process, including incorrect bleed settings, margins, or layout issues.
4. Artwork Compliance
   Errors resulting from files that do not follow our artwork specifications or checklist.
5. Selection Errors
   Incorrect options selected by the customer during the ordering process, such as paper type, finishing options, quantity, or product specifications.
6. Colour Variation
   Reasonable colour variations between screen previews, colour proofs, and final printed products due to differences in printing equipment, materials, ink, and production processes. Variations within 10% tolerance are considered acceptable under our Acceptable Print Policy.

Return Procedure

If you believe your printed product is defective, please follow the steps below:

1. Notify Us

Contact our customer service team within 5 days of receiving the order and provide clear photographs and details of the issue.

2. Product Assessment

Our production team will review the issue and determine whether it qualifies under our Acceptable Print Policy. The investigation process typically takes 1–2 working days, depending on the complexity of the case.

3. Status Update

Once the investigation is completed, we will inform you of the outcome and the next steps.

4. Reprint (if applicable)

If the issue qualifies under our policy, Print Genie will arrange for the order to be reprinted at no additional cost. The standard production timeline will apply starting from the next working day after the reprint is approved.

Refunds & Cancellations

Orders Already in Production

Once an order has entered the processing or printing stage (status: “Print-in-Progress”), it cannot be cancelled, modified, or refunded.

Orders Not Yet Processed

If you wish to cancel an order before production begins, you will be entitled to a full refund with no administrative or handling charges, subject to the conditions below.

Refund of Order Paid Using Wallet (Top Up Plan)

If an order is cancelled and payment was made using credits from the “Top Up Plan” programme:

• The refunded amount will be returned to the customer’s Print Genie account wallet (Store Credit)
• No administrative fee will be charged

Refund of Top-Up Balance (Cash Withdrawal)

If a customer requests a refund of their Top-Up balance:

• Membership tier benefits associated with the refunded top-up may be adjusted or revoked upon successful refund processing.
• Any bonus credits will be deducted in full
• The refundable amount will be the remaining wallet balance at the time of the refund request, capped at the actual top-up amount paid
• Refund will be processed back to the original payment method

Processing time may take 7–14 working days