RETURNS AND EXCHANGES

This page outlines the rules for exchange, return, and claims submission regarding products manufactured by TopPrint Print Shop according to Customer's individual parameters. Detailed terms are contained in the Public Offer (sections 14–15).

1. General Rule: Custom Manufacturing

1.1. Most TopPrint products are custom-made (according to Customer's parameters and layout).

1.2. Custom-made products of proper quality are not subject to return or exchange.

This means that if the product is manufactured according to agreed parameters and approved layout, but does not «meet» expectations (color, visual perception, subjective reasons), return/exchange is not possible.

1.3. For individuals, the right to return within 14 days does not apply to custom-made products (in accordance with Ukrainian legislation).

2. When an Issue Can Be Resolved (Claim)

A claim is considered if there is:

  • manufacturing defect, or
  • non-compliance with agreed order parameters (format, material, quantity, finishing, etc.), or
  • damage during delivery (if evidence is available).

3. What is Not Considered a Defect

The following are not considered manufacturing defects:

  • color difference compared to the image on the screen (monitor/phone)
  • technological tolerances in printing and post-press processing (cutting, alignment, folding, lamination, material shrinkage, etc.)
  • material characteristics (texture, absorption, batch differences)
  • minor differences between repeat runs/reprints
  • errors/inaccuracies in the layout (spelling, content, typesetting, incorrect parameters), if the layout was approved by the Customer

4. Claim Submission Deadlines

4.1. For business entities (individual entrepreneurs/LLC): within 3 business days from receipt.

4.2. For individuals: within a reasonable period, but no later than 14 calendar days from receipt.

5. How to Submit a Claim

To consider a claim, you must provide:

  • order number
  • brief description of the problem
  • photo/video of the defect
  • quantity of defective units
  • original packaging (if damage may be related to delivery)

Important: Products for which a claim is submitted must not be installed or in use. Use/installation may imply acceptance of the product and waiver of claims regarding obvious defects.

6. Verification and Resolution

6.1. We may:

  • request return of samples for inspection
  • conduct verification/expertise
  • reject the claim if the defect is caused by the layout, Customer's instructions, or incorrect parameters

6.2. In case of confirmed manufacturing defect, TopPrint, at its discretion:

  • reprints the defective part/run, or
  • rectifies the defect (if technically possible), or
  • refunds the cost of the defective part of the order

6.3. Additional compensations (lost profit, failed promotions, penalties from counterparties, advertising costs, etc.) are not reimbursed.

7. Damage During Delivery

7.1. In case of visible damage to packaging or product upon receipt, it is recommended to:

  • document the damage with photo/video
  • draw up an act/claim with the carrier (if applicable)
  • notify us as soon as possible

7.2. Such cases are considered based on provided evidence and carrier's rules.

8. Contact Information for Inquiries

Phone: +38 048 736-0-888
Email: box@topprint.com.ua
Website: TopPrint.com.ua

9. References to Contractual Terms

Detailed terms regarding quality, tolerances, claims, returns, and order cancellations are set out in the Public Offer (sections 14–15), which is binding for all Customers.