Important Notice: Because our products are 100% custom-manufactured based on your submitted designs, we cannot accept returns or provide refunds for errors made outside of our manufacturing process.
1. General Philosophy
At Smart Digital, we are committed to delivering premium quality printing and digital services. Our operations rely on heavily automated, high-speed offset and digital printing machinery. Once a custom design goes into production, the physical materials are irreversibly altered to feature your specific brand identity. Because these products cannot be restocked or resold to another customer, our return policies differ significantly from traditional retail stores.
2. Custom Manufactured Goods & User Errors
We do not offer refunds, returns, or exchanges for user-generated errors. It is your sole responsibility to review your digital proofs and design files before submitting an order. We are not liable for the following user errors:
- Spelling, grammatical, or typographical errors in your provided artwork.
- Low-resolution images or pixelated graphics uploaded by the user.
- Design errors introduced by the user during the document creation process.
- Incorrect product selections (e.g., wrong paper weight, wrong finish, wrong size).
- Files formatted in RGB color mode instead of CMYK, leading to unexpected color shifts.
- Omission of necessary bleed margins resulting in unwanted white borders.
3. Manufacturing Defects & The 100% Reprint Guarantee
We stand firmly behind our engineering and manufacturing integrity. If we make a verifiable mistake during the printing or finishing process, we will reprint your order at no additional cost and ship it via priority courier.
Manufacturing defects that qualify for a free reprint include:
- Severe color shifts that heavily deviate from industry standard CMYK profiles.
- Incorrect paper stock or finishes applied (e.g., receiving matte when gloss was ordered).
- Severe alignment failures during die-cutting or trimming (cutting into safe zones).
- Smudged ink, ghosting, or mechanical roller marks on the final product.
Note: We reserve the right to request that you return the defective merchandise (at our expense) before initiating a reprint.
4. Order Cancellations
Due to the speed of our manufacturing process, cancellation windows are extremely tight:
- Pre-Press Phase: If your order has not yet been processed by our pre-press team and plates have not been burned, you may cancel for a 100% full refund.
- In-Production Phase: Once an order is marked as "In Production," raw materials have been allocated and machinery has been locked in. Cancellations are strictly prohibited at this stage, and no refunds will be issued.
5. Color Matching & Digital Proofs
Because computer monitors emit light (RGB) and printing presses use wet ink to absorb light (CMYK), your final printed product will never 100% perfectly match your backlit screen. While our machines are calibrated daily to GRACoL standards, slight color variations (up to 5-10%) are an inherent nature of commercial printing.
By approving your digital proof, you accept liability for these minor industry-standard color variations. We do not issue refunds for slight color discrepancies unless they are severe mechanical failures.
6. Lost Packages & Transit Damage
Smart Digital partners with top-tier courier services. However, once a package leaves our facility, transit conditions are out of our direct control.
- Damaged in Transit: If your package arrives crushed or water-damaged, do not discard the box. Take clear photos of the damaged packaging and the damaged goods inside, and contact us within 48 hours. We will file a claim with the courier and immediately begin reprinting your order.
- Lost Packages: If your tracking number shows no movement for more than 7 business days past the estimated delivery date, we will consider the package lost and reprint your order at our expense.
7. Sample Kits
All Sample Kits are sold at a heavily subsidized rate to allow clients to evaluate our paper stocks, print quality, and finishes. Because these kits are strictly for evaluation and do not hold custom value, all sample kit purchases are final and non-refundable.
8. How to File a Claim for a Reprint
If you believe your order suffers from a manufacturing defect, please follow these steps within 3 business days of receiving your package:
Step 1: Document the Issue
Take 3 to 5 clear, well-lit photographs of the defective product. Make sure the defect is clearly visible. If the issue is across the whole batch, take a photo showing multiple defective items together.
Step 2: Submit a Ticket
Email our quality control team at support@smartdigital.com. Include your Order ID in the subject line, a brief description of the defect, and attach your photographs.
Step 3: Resolution
Our print engineers will review your claim within 24 business hours. If the defect is verified as a manufacturing error, we will immediately push your order to the front of our production queue for a free priority reprint.
For any further questions regarding this policy, please reach out to our support desk.
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