Returns & Refunds

Limitations of Customized Products
We are unable to provide standard returns because our products are completely customized based on your specifications, artwork, and sizing. Since each box is made especially for each customer, general returns are not possible.

Time Frame for Refund Eligibility
We do not accept product returns. However, we offer a 30-day refund window for both defective and non-defective items. This window begins from the date you receive your order. Refund requests submitted more than 30 days after receipt will not be eligible for review.

If your item has a manufacturing defect or printing error, please report the issue within 3 business days of receiving the product. We require supporting photos of each affected item for our review process.

For non-defective items, refund eligibility will be considered on a case-by-case basis and may be subject to additional criteria. After a refund or replacement has been processed, customers are welcome to keep, recycle, donate, or dispose of the product as they see fit.

At this time, we do not accept exchanges for any products, whether defective or non-defective. If you experience an issue with your order, please refer to our Refund Policy for resolution options.

Who Bears the Cost?
Returning items is free of expense because returns are not accepted. However, you will not be charged for return shipping if you receive a refund or replacement because of qualifying issues.

Impressionville does not offer settlements for minor dents, streaks, or damages due to shipping, slight alignment shifts (up to 20%), crushed corners or minor imperfections that don't compromise the integrity of the box.

Because returns are not accepted, no costs are associated with sending products back. In the event of a refund or replacement due to qualifying issues, you will not be responsible for any return shipping fees.

Following order placement, Impressionville provides a 24-hour cancellation window. Unless the order qualifies for one of the following exceptions, we will process your order without charging you if you choose to cancel it within this time frame:

• There is a 50% cancellation fee for orders over £500.
• Special size orders are non-cancellable, as they are produced upon demand.

Changes or cancellations are not possible after 24 hours. We strongly encourage customers to review orders carefully and promptly after placement.

How Long Does It Take?

• Claims for manufacturing defects are reviewed 5 to 7 business days after supporting images are received.
• Claims for shipping damage (with Overboxes upgrade) are usually processed thirty business days after our shipping partner approves the claim.
• Printing problems: A partial refund for purchased upgrades may be the outcome of an evaluation based on severity.

Please allow 3 to 5 business days for approved refunds to reflect on your payment method once processed.

At Impressionville, the success of your print depends heavily on the quality and compatibility of the submitted artwork. We provide the following standards to ensure the best outcome:

Supported File Guidelines:

• Black ink only
• Single-color designs
• No gradients, photos, or drop shadows
• High-resolution, vector files preferred

Unsupported Elements:

• Low-resolution images
• Multi-color artwork
• Designs with transparency effects

Files that do not meet our print requirements are printed as they were on the client’s demand, and refunds will not be provided. By clicking “Add to Cart,” customers confirm that their files meet our print standards.

If you've selected Standard or Premium Creative Assistance, you'll receive a digital preview within 2 to 3 business days. Once received, you have two additional business days to approve or request changes. If no response is received, the preview is automatically approved, and the order enters the production department. Delays caused by unapproved previews or inaccurate contact details will not be grounds for refunds.

Production timelines vary based on box type, order volume, and selected processing speed:

Standard Sizes:

• Rush: 2–3 business days
• Regular: 4–6 business days
• Extended: 7–9 business days

Special Order Sizes:

• Rush: 4–6 business days
• Regular: 7–9 business days
• Extended: 10–15 business days

Orders over 500 units may require an additional 3–5 business days. Orders over 5,000 boxes may take up to 30 days. Shipping time is separate from production time. Only Rush production is guaranteed.

If you experience a lost package or damaged shipment, we advise the following steps before submitting a claim: Confirm address accuracy, check surroundings and ask neighbors, wait 24 hours after delivery status update. For customers with the Overboxes upgrade, we will initiate a claim with the shipping partner. No refunds will be issued until the claim is approved. Refunds are based solely on the amount approved by the carrier.

We encourage all customers to review orders carefully prior to submission. Impressionville is not responsible for user errors, including incorrect file uploads, low-resolution images, typos or misaligned artwork, incorrect addresses, over/under printing within ±5%, or duplicate orders.

Due to the batch production process, exact quantities cannot be guaranteed. We uphold a variance policy of ±5%. Missing units will be refunded if under-delivery exceeds 5%. Customers will be charged for additional units at regular rates if there is more than 5% over-delivery.

Pricing for subscription-based deliveries is lowered according to frequency and volume. Refunds are not available until subscription obligations are met, usually over a period of six months to a year. Subscriptions for large quantities over ten thousand boxes must be paid for every two weeks and cannot be canceled in the middle of the term.

If customers act rudely, have unreasonable expectations, or request policies that are not explicitly mentioned here, Impressionville retains the right to refuse orders or service. We work to guarantee that every customer receives the quality they anticipate within the reasonable parameters of custom manufacturing. We are open, equitable, and transparent.

For questions about returns, refunds, or any policy, email us at info@impressionville.co.uk.