Return & Refund Policy

At Toukan Printing, we take pride in delivering high-quality, custom printing products tailored to each customer’s specifications. Because most of our products are custom-made, our return and refund policy is designed to be fair, transparent, and aligned with industry standards.

This policy applies to all orders placed through our website, by phone, email, or in person.

1. Custom Printing Products – No General Returns

Due to the personalized nature of our services:

• All custom-printed products are final sale
• We do not accept returns or refunds for:
  • Change of mind
  • Incorrect size, quantity, or specifications approved by the customer
  • Design, spelling, or content errors in customer-submitted artwork
  • Color variations within industry-standard tolerances

Once production has started, orders cannot be cancelled or modified.

2. When We Will Accept a Return or Reprint

Toukan Printing will gladly offer a reprint or refund if the product:

• Contains a manufacturing defect
• Was printed incorrectly compared to the final approved proof
• Was damaged during production (not shipping)
• Does not match the specifications confirmed in writing

In these cases, Toukan Printing will determine whether a reprint, partial refund, or full refund is the most appropriate solution.

3. Proof Approval Responsibility

Before printing begins, customers are responsible for reviewing and approving final proofs.

By approving a proof, the customer confirms:

• All text, layout, colors, sizes, and quantities are correct
• The artwork is ready for production

Toukan Printing is not responsible for errors approved in the final proof.

4. Color Variations & Material Differences

• Color differences may occur between screen displays and printed products
• Minor variations in color, trimming, folding, or material texture are considered industry standard and are not defects
• Exact color matching (e.g., Pantone) must be requested in advance and may incur additional costs

5. Damaged or Defective Orders

If your order arrives damaged or defective:

• You must notify us within 5 business days of delivery
• Contact us at info@toukanprinting.com
• Include:
  • Order number
  • Clear photos of the issue
  • A brief description of the problem

Failure to report issues within this timeframe may void eligibility for a claim.

6. Shipping Issues

Toukan Printing is not responsible for:

• Delays caused by shipping carriers
• Lost or damaged packages after carrier acceptance
• Incorrect delivery addresses provided by the customer

If shipping damage occurs, we will assist you in filing a claim with the carrier when applicable.

7. Refund Method & Processing Time

Approved refunds will be:

• Issued to the original payment method
• Processed within 7–10 business days after approval

Processing times may vary depending on the payment provider or financial institution.

8. Non-Refundable Costs

The following are non-refundable, even if an order is cancelled or disputed:

• Design, setup, or consultation fees
• Rush production fees
• Shipping and handling costs

9. Order Cancellations

• Orders cannot be cancelled once production has started
• Cancellation requests submitted before production may be reviewed on a case-by-case basis
• Any costs already incurred will be deducted from any approved refund

10. Abuse & Fraud Prevention

Toukan Printing reserves the right to:

• Refuse returns or refunds for repeat or abusive claims
• Deny service to customers who misuse this policy
• Suspend or cancel accounts involved in fraudulent activity

11. Consumer Rights

This policy does not affect any rights you may have under applicable Canadian consumer protection laws. Where local laws provide additional rights, those rights will apply.

12. Contact Us

For questions or concerns regarding returns or refunds, please contact: