Terms, Returns and Refunds

About us

The Print Shop Tunstall, 72 Roundwell Street, Tunstall, Stoke-on-Trent ST6 5AN. Telephone 01782 822579, email theprintshop@live.co.uk.

These terms apply to anything you order from us through this website, by email or over the phone. If you are buying for yourself rather than for a business, the law gives you rights that these terms cannot take away. Where we mention them below, it is to explain them, not to limit them.

How ordering works

Some items on this site can be bought outright; others are priced on enquiry, because a banner or an embroidery job depends on artwork, size and material. Either way you will know the price before anything is printed.

Sending us an enquiry, or sending your cart as one, does not commit you to anything. We reply with a final price and turnaround, and the order goes ahead once you have agreed them.

Anything with a price on the site is paid for when you order it, by card or by bank transfer; anything we price by hand comes to us as an enquiry. If you pay by card, your order is placed when the payment goes through. If you choose bank transfer, your order is placed when you send it, and we start on it once the payment arrives. If we then find we cannot do it after all (the garment you chose has run out, say, or the artwork will not print well), we will tell you and refund you in full.

We can turn down any job we think is unlawful, uses someone else’s work without their permission, or is offensive. If we do, you get back anything you have paid for it.

Prices and payment

Prices are in pounds sterling and include VAT where it applies. The price you pay is the one on the site, or the one we quoted you, when you order. We do our best to keep prices right; if something is obviously mispriced we will tell you before taking any money rather than quietly filling the order.

You can pay online by card through Stripe, on their own secure pages. We never see your card details. You can also order and pay by bank transfer: the details, and the reference to use, are on your order confirmation. For an enquiry, we will agree how you pay when we confirm the price.

For a large job we may ask for payment, or part of it, before we start.

Turnaround and collection

All orders are collected from the shop at 72 Roundwell Street, Tunstall, Stoke-on-Trent ST6 5AN, during opening hours. We do not post or deliver. We will let you know as soon as your job is ready.

Any turnaround time we give is our honest estimate, not a guarantee. If a job is going to be late we will tell you, and if it is going to be much later than we said, you can cancel it and have your money back.

Artwork and proofs

Anything you send us stays yours, and we use it only to do your job. By sending it you confirm you have the right to have it printed. We cannot reproduce someone else’s logo, photograph or design without their permission, and we will say so if we think that is what we are being asked to do.

Where the website shows you a proof, as the sticker and business card designers do, that proof is what we print. Please check spelling, phone numbers and colours before you approve it: once it has gone on the press we cannot take it back. You can always ask for a proof by email first instead.

Screens and ink are not the same thing. Colour on your monitor is a close guide, not an exact match. Printing and cutting also have small tolerances: a design a millimetre or two off centre, or a slight colour difference between one batch and the next, is normal and not a fault.

Garment sizes vary a little from one make to another. If you are not sure which size to choose, ask us before you order: a garment printed for you cannot be swapped for another size.

If you bring in your own garment or item for us to print on, we will tell you if we think it is unsuitable. We take care with it, but we cannot be responsible for damage caused by a problem with the item itself.

Changing your mind

Made to your design or personalised for you (your artwork, your wording, names, stickers, business cards, banners and the like): we cannot take these back simply because you have changed your mind, as nobody else can use them. That is the usual position under the Consumer Contracts Regulations, and it is why we are careful about proofs. If you want to cancel before we have started work, tell us straight away and we will refund you in full. Once we have started, we may keep enough to cover the work already done and any stock bought for your order.

Everything else, including prints and garments from our ready-made range: if you ordered through this website, by email or over the phone, you can change your mind. Tell us within 14 days of collecting your order, then bring the items back, unused and in the condition you collected them, within 14 days of telling us. We will refund you within 14 days of getting them back.

Print-ready files you download: before you pay, we ask you to confirm that you want the file straight away and that you lose the right to cancel once the download has started. That is how the Consumer Contracts Regulations treat digital content. Until you start the download you can still cancel and have your money back. If a file is faulty or not as described, we will replace it, or refund you if we cannot.

If you are buying for a business, this right to change your mind does not apply, though we will always listen.

If something is wrong

If your order is faulty, damaged, or not what you approved, tell us as soon as you can. Ring the shop or email theprintshop@live.co.uk with your order number and a photograph if you can.

• Within 30 days of collecting it: you can have a full refund, or a reprint if you would rather.
• After 30 days: we will reprint or repair it. If that is not possible, or does not put it right, you can have a refund instead.

We will never charge you to put our own mistake right.

Refunds go back the way you paid, to the same card or account where there was one, normally within five working days of us agreeing one, and always within 14 days.

None of this affects your statutory rights. For more about them, see Citizens Advice (opens in a new tab).

Uncollected work

We will hold a finished order for you and chase you about it. If it is still here after three months and we have not heard back, we may dispose of it, as personalised work has no value to anybody else.

Our responsibility to you

If we break these terms or fail to take reasonable care, we are responsible for loss you suffer that was a foreseeable result. We are not responsible for loss nobody could have foreseen. Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

If you are buying for a business, we are not responsible for loss of profit, loss of business or any other indirect loss, and our responsibility for an order is limited to what you paid for it.

If something outside our control, such as a power cut or a supplier letting us down, holds up your order, we will tell you and do what we can. If the delay goes on, you can cancel and have back anything you have paid for work not yet done.

Complaints

If you are unhappy with anything, please tell us first, in the shop, by phone or by email. We are a small shop and would much rather put it right.

Changes and the law

We may update these terms from time to time. The terms that apply to your order are the ones on this page when you placed it.

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can bring a claim in your own local courts.

How we handle your details is set out in our Privacy Policy.

Getting hold of us

The Print Shop Tunstall, 72 Roundwell Street, Tunstall, Stoke-on-Trent ST6 5AN. Telephone 01782 822579, email theprintshop@live.co.uk.

Mon: Closed Tue - Thu: 10:00 - 17:30 Fri: 10:00 - 16:30 Sat: 10:30 - 15:00 Sun: Closed

Last updated 2 October 2026.