Satisfaction guaranteed

The promise

We print, check and deliver thousands of jobs, and we do not get every one right. When we get yours wrong we would rather fix it and keep you than win the argument. So: if the job is not right because of something we did, you get it reprinted or you get your money back, and you choose which.

Every order goes through a pre press check before it is printed, and you see a proof before anything goes on a press. Most problems are caught there, which is exactly why both steps exist.

What is covered

• The print does not match the proof you approved.
• A printing fault: smudging, misregistration, banding, streaking, poor coverage.
• A finishing fault: numbering out of sequence or missing, perforation in the wrong place, pages bound out of order, a cover attached wrongly.
• The wrong paper, the wrong size, the wrong quantity or the wrong product.
• Damage in transit, where the parcel arrives damaged.
• The job arrives materially later than a date we confirmed to you in writing.

What is not covered

These are the honest limits, and they are the same ones every printer has.

• A mistake that was on the proof you approved: a spelling, a wrong phone number, a wrong price. Approval is the moment the content becomes final, which is why we ask you to read it properly.
• Low resolution or poorly built artwork you supplied, where we flagged it and you asked us to print anyway.
• Colour that differs from your screen. Monitors are backlit and paper is not, and no printer can match one to the other. A reasonable variation between print runs is normal too.
• Trimming within a 2mm tolerance, which is standard in commercial printing.
• A courier delay, or a delay where we never confirmed a date. Turnaround is an estimate, as our terms set out.
• A parcel sent to an address that was typed wrongly at checkout.

How to tell us

• Email sales@discoverprint.ie within 10 working days of delivery, with your order number.
• Tell us what is wrong in a sentence, and send a photograph if it is something we can see.
• Keep the goods and the packaging. We may need them back, and we will pay the carriage if we do.

We answer every one of these ourselves, usually the same working day. You will not be passed around, and you will not be asked to fill in a form.

What happens then

• We look at the job and at our own files, and we tell you plainly whether we think it is our fault.
• If it is ours, you choose: a reprint at our cost, or a refund. A reprint goes to the front of the queue.
• If it is not ours, we say so and we explain why, and we will still tell you the cheapest way to put it right.
• A refund goes back to the card that paid, usually within three working days of us agreeing it.

Your legal rights are untouched

This guarantee is something we offer on top of the law, not instead of it. Your rights under Irish and European consumer law, where goods are faulty, not as described or not of merchantable quality, are unaffected by anything on this page. The full detail is in our terms and conditions.

Any question about any of this, email sales@discoverprint.ie.