Refund, Return & Cancellation Policy

Last updated: July 31, 2026

At HBD Print, every personalized product is carefully created to the specifications provided by the customer. Because personalized and custom-made products cannot normally be resold, they are not eligible for return, exchange, or refund due to a change of mind.

Please review all names, spelling, dates, images, colours, sizes, quantities, and other personalization details carefully before submitting or approving your order.

Personalized and Custom-Made Products

All personalized, engraved, printed, sublimated, or otherwise custom-made products are considered final sale once production has started.

We provide a replacement, correction, or refund only when the problem was caused by HBD Print, including:

The personalization does not match the information or approved design provided by the customer.
A name, date, message, image, or design was produced incorrectly due to our error.
The wrong product, size, colour, or quantity was supplied by us.
The product has a manufacturing or printing defect.
The product arrives damaged due to inadequate packaging or shipping-related damage.

Depending on the circumstances, HBD Print may first offer to correct or replace the affected item. If a correction or replacement is not reasonably possible, we may issue a full or partial refund.

Customer-Provided Information and Files

HBD Print is not responsible for errors contained in the information or files submitted or approved by the customer, including:

Incorrect spelling, names, dates, phone numbers, or messages
Low-resolution, blurry, cropped, or poor-quality images
Incorrect sizes, colours, quantities, or product selections
Design elements approved by the customer
Copyright or permission issues involving customer-supplied logos, images, artwork, or text

If an order must be reproduced because of incorrect information provided or approved by the customer, a reprint fee and any applicable shipping charges may apply.

Design Proof Approval

When a digital design proof is provided, the customer is responsible for carefully reviewing all personalization details before approving it.

Once a proof has been approved and production has started, changes, cancellations, returns, or refunds are not available unless HBD Print produces the item differently from the approved proof.

Digital proofs are visual representations. Minor differences in colour, positioning, scale, or appearance may occur between a screen preview and the finished physical product. Reasonable variations resulting from screen settings, material characteristics, product shape, or the production process are not considered defects.

Reporting a Problem

If there is a problem with your order, please contact us within 7 days of delivery or pickup.

Include:

Your name and order number
A clear description of the problem
Clear photographs of the entire product
Close-up photographs showing the defect, damage, or error
Photographs of the packaging if the order arrived damaged

Please do not return or mail an item before contacting us and receiving return instructions. Unauthorized returns may not be accepted.

Email: hbd.print.vancouver@gmail.com
Phone: 778-956-1336

We will review your request and respond as soon as reasonably possible.

Damaged During Shipping

If your order arrives damaged, please keep the product and all original packaging and contact us within 7 days of delivery.

Once the damage has been verified, HBD Print may replace the damaged product or issue an appropriate refund. We may also request additional photographs or information required by the shipping carrier.

HBD Print will cover reasonable replacement shipping costs when the damage or error is our responsibility.

Change of Mind

We do not accept returns, exchanges, or refund requests for personalized products because:

The customer changed their mind.
The product is no longer needed.
The customer selected the wrong size, colour, model, or quantity.
The customer does not like an approved design or personalization choice.
The customer found a similar product at a different price.
The order was not collected after it was completed.

Non-personalized products may be considered for return at our discretion if they are unused, undamaged, and in their original packaging. Please contact us within 7 days before returning any item.

Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible.

An order may be changed or cancelled only if production has not started. Once materials have been prepared, a design has been finalized, or production has begun, the order cannot normally be changed or cancelled.

Approved cancellations may be subject to deductions for design work, materials, processing fees, or other costs already incurred.

Production and Delivery Times

Production and delivery estimates are provided in good faith but are not guaranteed unless confirmed by HBD Print in writing.

HBD Print is not responsible for delays caused by:

Shipping carriers
Severe weather
Incorrect or incomplete delivery information
Failed delivery attempts
Events outside our reasonable control

A shipping delay alone does not qualify for a refund after a personalized order has been completed and shipped correctly.

Refund Processing

When a refund is approved, it will be returned to the original payment method whenever possible.

Please allow approximately 5–10 business days after processing for the refund to appear in your account. Processing times may vary depending on your bank or payment provider.

Original shipping fees are non-refundable unless the return or refund resulted from an error by HBD Print or the product arrived damaged.

Legal Rights

This policy does not limit any rights or remedies available to customers under applicable consumer protection laws in British Columbia or Canada.

Contact Us

If you have questions about this policy or need help with an order, please contact:

HBD Print
Langley, British Columbia, Canada
Email: hbd.print.vancouver@gmail.com
Phone: 778-956-1336