Return Policy

Last updated:

Our Commitment to Quality

At Cartilagelivebio, we are committed to delivering premium quality business cards that meet your expectations. We take great pride in our printing processes and quality control measures. However, we understand that sometimes issues may arise, and we want to ensure you are completely satisfied with your purchase.

This Return Policy outlines the circumstances under which we accept returns, provide refunds, or offer reprints. Please read this policy carefully before placing your order. By placing an order with us, you agree to the terms outlined in this policy.

Custom Products and Returns

Because our business cards are custom-printed products made specifically to your specifications, we generally cannot accept returns for change of mind, incorrect information provided by the customer, or design preferences after production has begun. Once you have approved the proof and production has started, your order cannot be cancelled or returned unless there is a quality issue on our part.

We strongly encourage you to carefully review your design files, proofs, and all order details before giving final approval. Any errors in the content, spelling, contact information, or design elements that were present in the approved proof are the responsibility of the customer.

When Returns Are Accepted

We will accept returns and provide a full refund or reprint in the following circumstances:

Printing defects or quality issues that are clearly the result of our production process
Damaged products received due to inadequate packaging on our part
Incorrect products shipped that do not match your approved order specifications
Color accuracy issues where the printed product significantly deviates from the approved proof
Material defects in the paper stock or finishing that affect the quality of the final product

Quality Standards

We adhere to industry-standard tolerances for printing. Minor variations in color between your screen display and the printed product are normal due to differences between digital displays and print processes. Small cutting variations of up to 1/16 inch are within acceptable tolerances. These normal variations do not qualify for returns or reprints.

How to Request a Return

If you believe your order qualifies for a return under this policy, please follow these steps:

Contact us within 7 business days of receiving your order
Provide your order number and a detailed description of the issue
Include clear photographs that demonstrate the quality issue or defect
Keep the original packaging and all products until we have reviewed your request

Our customer service team will review your request and respond within 2 business days. We may ask for additional information or photographs to assess the issue. In some cases, we may request that you return a sample of the defective products for inspection.

Resolution Options

If we determine that your return request is valid, we will offer one of the following resolutions at our discretion:

Reprint

We will reprint your order at no additional cost and ship it to you via the same shipping method as your original order. This is typically our preferred resolution for quality issues that can be corrected in a reprint.

Partial Refund

If the issue affects only a portion of your order, we may offer a partial refund proportional to the affected quantity. This applies when some of your business cards are acceptable while others have defects.

Full Refund

In cases where a reprint would not resolve the issue or you prefer not to proceed with a reprint, we will issue a full refund to your original payment method. Refunds are typically processed within 5-7 business days after we confirm the return.

Non-Returnable Items

The following items are not eligible for return or refund:

Orders with customer-approved proofs that were printed correctly to specification
Orders where the customer provided incorrect or incomplete information
Orders with design files that did not meet our specifications and were printed as submitted
Rush orders where the customer approved expedited processing
Sample packs or promotional items provided at no charge
Orders where return request is made more than 7 business days after delivery

Shipping Damage

If your order arrives damaged due to shipping, please document the damage with photographs before unpacking the products fully. Contact us immediately with your order number and photos of the damaged packaging and products. For shipping damage claims, we will work with the carrier to file a claim and will either reprint your order or issue a refund once the claim is processed.

We recommend inspecting your package upon delivery and noting any visible damage when signing for the package. This documentation can be helpful in resolving shipping damage claims quickly.

Cancellation Policy

You may cancel your order without penalty under the following conditions:

Orders cancelled before proof approval will receive a full refund
Orders cancelled after proof approval but before production begins may be subject to a design fee
Orders cannot be cancelled once production has begun

To cancel an order, please contact us as soon as possible with your order number. We will confirm whether your order can be cancelled and inform you of any applicable fees.

Exchanges

We do not offer direct exchanges. If you wish to change your order, you would need to request a return under this policy if eligible and place a new order with the desired specifications.

Refund Processing

Approved refunds will be processed to your original payment method. Please note the following timelines:

Refund processing by our team: 2-3 business days after approval
Credit card refunds: 5-10 business days to appear on your statement
Bank transfers: 5-7 business days to appear in your account
Other payment methods: Times may vary based on the payment provider

We will send you an email confirmation when your refund has been processed. If you do not receive your refund within the expected timeframe, please contact your payment provider before reaching out to us.

International Orders

For international orders, additional considerations apply:

Customs duties, taxes, or import fees are the responsibility of the customer and are not refundable
International shipping times may be longer, so please allow additional time before reporting a delayed order
Return shipping costs for international orders are the responsibility of the customer unless the return is due to our error

Contact Us

If you have questions about our Return Policy or need to initiate a return, please contact us:

Cartilagelivebio
16 Spring Street, Sydney NSW 2000, Australia
Phone: +61 2 9224 7300
Email: partners@cartilagelivebio.world

Our customer service team is available Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, to assist you with any return-related inquiries.

Policy Updates

We reserve the right to update this Return Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes acceptance of the updated policy.