RETURN & REFUND POLICY
This Return and Refund Policy applies to all Printbiz online orders placed through our website, including home delivery and branch pickup (if applicable).
If you receive a product with any discrepancy or for any valid reason stated in this policy, you may request a return and refund through our Customer Service channels (Messenger, Email, or Website Support).
Return and refund requests are accepted within seven (7) days from the date the product was received by the customer.
VALID REASONS FOR RETURN & REFUND
A request may be submitted for the following situations:
- The product received is damaged or defective upon delivery; or
b. The product received is incorrect, different from what was ordered, or does not match the description on the website; or
c. The product received is incomplete (missing parts/accessories); or
d. The product received is expired or near expiry (for consumables only).
Important:
• Machines, equipment, and devices are not eligible for return once opened, used, or installed unless proven defective upon arrival.
• Consumables (ink, paper, vinyl, film, blanks, etc.) that have been opened or used are non-refundable.
RETURN REQUEST PROCESS
- Contact Printbiz Customer Service and submit your request.
- Our team may require photos, videos, receipts, and proof of issue to support your claim.
- Requests will be evaluated within 2–3 working days (Mon–Fri) after receiving all required documents.
- Once approved, you will be notified of the scheduled pickup or return instructions.
- Pickup and replacement schedule may vary depending on your location.
CONDITIONS FOR ACCEPTANCE OF RETURNS
Returned items must meet the following conditions:
- Items must be in their original condition, unused, and complete with all accessories and packaging.
- Items purchased as a set or bundle must be returned in full.
- All free gifts, accessories, manuals, and packaging must be included.
- Serial numbers and product labels must be intact.
Returned products undergo a quality inspection within 48 hours upon receipt. Certain machines may require extended evaluation.
Customers will be notified once the return and refund request is approved.
REFUND METHOD
Refunds will follow the original payment method used:
a. Credit/Debit Card Payments
Refunds will be processed via payment reversal.
Processing time may take 1–2 billing cycles, depending on your issuing bank.
b. Cash on Delivery (COD) Payments
Refunds will be issued as Printbiz Store Credits / E-Vouchers, which may be used for future online purchases.
Store credits will reflect in your account within 24 hours after approval.
c. E-Vouchers & Promo Codes
Promotional vouchers or discount codes used in the order cannot be reinstated, reused, or transferred.
Refund will be computed based on the actual amount paid after discounts.
d. No Cash Refund at Branches
Refunds will not be processed at Printbiz physical branches.
All online order refunds must be handled by the Printbiz E-Commerce Support Team.
REFUND OF SHIPPING FEES
Shipping fees may be refunded only under the following cases:
- If the approved item for refund was charged bulky shipping fee and it was delivered damaged, defective, or incorrect; or
b. If the approved items for refund constitute the entire order.
NON-QUALIFYING RETURNS
Printbiz reserves the right to decline returns or refunds for:
- Opened, used, or installed machines (unless defective upon arrival)
- Consumables that have been opened or partially used
- Products damaged due to customer mishandling or improper use
- Items without complete packaging or missing accessories
- “Change of mind” requests
All refund requests are evaluated case-by-case and subject to Printbiz approval.