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. In accordance with the Consumer Protection (Fair Trading) Act (CPFTA) of Singapore, customised printed products are generally not eligible for refunds due to a change of mind. However, we stand firmly behind the quality of our printing services.

If you believe that your order contains a manufacturing defect or does not meet the standards outlined in our Acceptable Print Policy, please contact us within five (5) days of receiving your order to request an assessment for a reprint or refund.

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 may choose one of the following options:

Option 1 – Cash Refund
A refund will be issued after deducting a 10% handling and administrative fee.
Any postage, courier, design, or artwork-related fees already incurred will not be refunded.

Option 2 – Store Credit / Wallet Credit
The 10% administrative fee will be waived if the refund is credited to your Print Genie Store Credit / Wallet, which can be used for future purchases.