Return Policy
Our policy on reprints, refunds, and order issues.
Because printing is custom-made to your specifications, most orders cannot be returned once production has started. However, we are committed to resolving quality issues fairly and promptly.
Production Errors
If your order has a clear production defect — such as misprints, wrong quantities from our side, or significant colour deviation caused by our equipment — contact us within 7 days of delivery with your order number and clear photos. We will arrange a reprint or appropriate remedy at no extra cost.
Customer-Supplied Artwork
We are not responsible for errors in customer-supplied artwork, including typos, low-resolution images, incorrect bleed, or wrong colours chosen after proof approval. Always review proofs carefully before confirming production.
Delivery Damage
If your package arrives damaged, notify us within 48 hours with photos of the packaging and products. We will work with the courier and arrange a reprint or replacement where applicable.
Cancellations
Orders may be cancelled without charge before production begins. Once printing has started, cancellation may not be possible and partial charges may apply for materials and labour already used.
Refunds
Approved refunds are processed to the original payment method within 7–14 business days. Reprints are often faster and are our preferred resolution for quality issues.
How to Report an Issue
Email orders@tenagraphics.co.ke or call 0723-456-789. You can also reach us via the contact page.