Reprint & Refund Policy

Our promise

Every order is covered by the Bannerology Press Guarantee. If your product arrives defective, misprinted, mis-sized, or damaged in transit, we will reprint it at no charge or refund it in full — your choice. We do not ask you to ship the item back.

What is covered

• Production error. The printed piece does not match the proof you approved: wrong art, wrong size, wrong material, wrong finishing, missing grommets or pole pockets.
• Print defects. Banding, streaking, ink voids, scratches, delamination, misaligned trim or hems, or a bad weld.
• Hardware defects. Stands, poles, bases or cases that arrive broken or fail in normal use within 30 days.
• Shipping damage. Crushed, torn or water-damaged goods, reported with photos of the packaging and the product.
• Lost shipments. Packages confirmed lost by the carrier are reprinted and reshipped at our cost.

What is not covered

• Errors present in the proof you approved — typos, wrong dates, wrong phone numbers, wrong logo version, or text placed outside the safe area.
• Low-resolution or improperly prepared customer files that print soft, pixelated or cropped, where we flagged the risk or the file was supplied below 100 DPI at final size.
• Color variation within normal press tolerance — approximately 5-10 percent from a screen, and no PMS guarantee unless a PMS match was purchased. Monitors are not calibrated proofs.
• Size variation within tolerance, up to 1/8 in per linear foot.
• Damage after delivery: wind tear, improper installation, over-tensioning, sun fade over time, vandalism, or reuse of a single-event banner.
• Buyer's remorse on custom-made goods, and delivery delays caused by the carrier.

How to file a claim

• Window. Email us within 7 calendar days of delivery. Hardware failures have 30 days.
• Where. support@bannerology.com with your order number in the subject line, or use our contact form.
• What to include. Two or three photos: one full view of the entire product, one close-up of the problem, and for shipping damage a photo of the outer packaging.
• Response. We review within one business day. An approved reprint enters production the same day it is approved and ships on our normal next-business-day schedule; rush replacements for dated events are expedited at our cost when we caused the error.

Refunds

Approved refunds are issued to the original payment method for the price of the affected item plus any shipping you paid on it. Card refunds typically post within 5-10 business days depending on your bank. Partial refunds may be offered and accepted by agreement when a product is usable but not to standard.

Cancellations

Because production starts quickly, a cancellation is only possible before the file goes to press. Contact support immediately with your order number; if printing has already begun, the order cannot be cancelled. See our Terms of Service for the full agreement.

Getting it right the first time

The fastest way to avoid a claim is to read the proof carefully before approving, keep critical text inside the 2 in safe area, and upload artwork at 150 DPI at full size in CMYK with 0.25 in bleed. If exact brand color matters, tell us the PMS numbers before we print and we will match on press.