Return & Refund Policy

Returns, Refunds and Exchanges

Optima is committed to providing customers with high-quality products and services. However, in rare cases, a product may be found to be defective. Where this occurs, the following returns and exchange policy shall apply.

Defective Products

If a product is believed to be defective, the Customer must notify Optima as soon as possible and return the product for inspection.

All returned products will be inspected by Optima. The inspection process may take longer than one working day, depending on the nature of the product and the issue reported.

If, following inspection, a stock item or customer-specific product is confirmed to be defective, Optima may, at its discretion:

• Replace the defective product at no additional cost;

• Repair or correct the issue where possible;

• Issue a credit note or refund where appropriate.

Review of Customer-Supplied Material

Where the reported defect relates to printed materials, inspection may include:

• Reviewing digital artwork, print-ready files, or data files supplied by the Customer;

• Reviewing physical documents or samples supplied by the Customer;

• Consulting with suppliers, agents, or service partners where required.

Optima shall not be liable for defects, errors, omissions, poor image quality, formatting issues, spelling mistakes, colour discrepancies, or other shortcomings that originate from files, artwork, data, or physical documents supplied or approved by the Customer.

Customers are responsible for checking all content, artwork, spelling, layouts, dimensions, colours, quantities, and specifications before submitting or approving an order for production.

Personalised and Custom-Made Orders

Due to the personalised and custom-made nature of most printing and design orders, the right to cancel may not apply once an order has been submitted, approved, or processed.

Once a Customer submits an order to Optima, it is understood that the order is final and ready for processing, unless otherwise agreed in writing by Optima.

This includes, but is not limited to:

• Personalised printed goods;

• Custom-designed products;

• Bespoke business stationery;

• Event materials;

• Branded merchandise;

• Any product produced according to the Customer's specifications.

Exclusions

Certain products are excluded from return unless defective.

These may include, but are not limited to:

• Personalised or custom-made products;

• Printed or designed products approved by the Customer;

• Pens;

• Books;

• Printer ink and toner;

• Opened or used products;

• Special-order products;

• Clearance or discounted items;

• Any other product excluded at Optima's discretion.

Refunds

Refunds are not automatic and may only be issued following inspection and confirmation that the product is defective or that a refund is otherwise appropriate.

Where a refund is approved, it will be processed using the original payment method where possible.

Customer Responsibility

Customers are responsible for ensuring that all order details, artwork, content, quantities, dimensions, colours, spelling, and specifications are correct before approving or submitting an order.

Optima shall not be responsible for any errors that were present in Customer-supplied material or approved proofs.