Our Refund Policy
While we never have a problem with our Printed Products, but in the unlikely event you’re unhappy with your product, please
Email us at info@sorellprinting.com.au with;
- The date of your purchase
- Your Invoice or receipt number
- What you would like to return
- Why you want to return it.
Once received we will look into that and will try our best to resolve the problem soon.
What Can Be Returned / Not Returned
- Only Items that are faulty/damaged or have a faulty printing or finishing may be returned.
- No returns are accepted after 7 days of receipt of purchase.
- We do not refund or exchange for change of mind, errors in approved proofs, shipping or stock delays, or if the customer chooses the wrong finishing.
- Sorell Printing reserves the right to decide on the best printing process to ensure the best possible outcome for every product ordered.
Hard Copy Sampling Policy:
We offer a range of a Hard Copy Samples of your Artwork / Product that can be ordered (at cost) before the printing on your job commences. We highly recommend enquiring about a Hard Copy Sample before printing commences.
Returns related to Delivery Issues
We guarantee our processing and printing timeframes on our orders, but in the unlikely event that there is an error due to the courier or Australia Post, we cannot take responsibility.
If you order an express order and your location is rural, international or not covered by the Australia Post National Express Post Network then we cannot take responsibility for shipping timeframes.
If you order an express order and your location is rural, international or not covered by the Australia Post National Express Post Network then we cannot take responsibility for shipping timeframes.
Returns for Artwork Issues
Sorell Printing takes great pride in its commitment to customer satisfaction. However, certain circumstances are beyond our control. Please note that we cannot be responsible for:
- Spelling, punctuation or grammatical errors made by the customer.- Mistakes that the client has approved after being sent a proof- If the artwork you as a client upload is low quality and results in a poor print- Sorell Printing is not responsible for checking or modifying your artwork
- Spelling, punctuation or grammatical errors made by the customer.- Mistakes that the client has approved after being sent a proof- If the artwork you as a client upload is low quality and results in a poor print- Sorell Printing is not responsible for checking or modifying your artwork
Frequently Asked Questions about Return/Refund Policy
Q. The image is pixilated, can I return it?
Answer: Unfortunately, we do not accept returns for image pixelation issues. We print the image exactly as you give to us. Our process is automatic, and processing begins once you upload and approve your design.
Q. The Printing isn’t the colour I expected, can I return it?
Answer: No. When proofing online you are viewing artwork in RGB Colour Mode. Commercial Printers print in CMYK Colour Mode. To ensure you know exactly what you will recieve please enquire about a Hard Copy Proof which can be printed to sent to you within 24 hours. This will ensure a happy result when the final product is printed. If you choose to waive the Hard Copy Sample and proceed to print and are unhappy with the colour there’s unfortunately nothing we can do – however we will try our hardest to reach an amicable agreement.
Q. What about order cancellations and refunds?
Answer: When we receive your order, our priority is to process it as fast as possible. If your order has been proofed, approved and set up for print, we may not be able to stop it, contact us immediately to stop a job going to press. Some charges may apply if the ordered is cancelled after Approval.
Q. What if I don’t like my printing once I get it?
Answer: Our utmost priority is customer satisfaction. If we have made a mistake, we will send you a replacement or refund your money according to policy but If you made a mistake with your order, call us, and we will see what we can reasonably do to help you get the outcome you want.
Answer: Unfortunately, we do not accept returns for image pixelation issues. We print the image exactly as you give to us. Our process is automatic, and processing begins once you upload and approve your design.
Q. The Printing isn’t the colour I expected, can I return it?
Answer: No. When proofing online you are viewing artwork in RGB Colour Mode. Commercial Printers print in CMYK Colour Mode. To ensure you know exactly what you will recieve please enquire about a Hard Copy Proof which can be printed to sent to you within 24 hours. This will ensure a happy result when the final product is printed. If you choose to waive the Hard Copy Sample and proceed to print and are unhappy with the colour there’s unfortunately nothing we can do – however we will try our hardest to reach an amicable agreement.
Q. What about order cancellations and refunds?
Answer: When we receive your order, our priority is to process it as fast as possible. If your order has been proofed, approved and set up for print, we may not be able to stop it, contact us immediately to stop a job going to press. Some charges may apply if the ordered is cancelled after Approval.
Q. What if I don’t like my printing once I get it?
Answer: Our utmost priority is customer satisfaction. If we have made a mistake, we will send you a replacement or refund your money according to policy but If you made a mistake with your order, call us, and we will see what we can reasonably do to help you get the outcome you want.
Sorell Printing takes no responsibility for and is not liable for the following:
- Errors in a client’s file include but are not limited to font issues, colour problems, inferior image quality, image resolution, text/spelling mistakes, overprinting issues set by the client, bleed, lines or fonts too thin to print correctly, and copyright images.
- Incorrect shipping address supplied
- Delivery delays due to improperly prepared files
- Incorrect dimensions, image orientation, or file submission in non accordance with Sorell Printing file supplying specifications
- Errors in user-selected product types, size, finishing options, stock types, quantities.
- design or colour selection issues in files created or supplied by the client
- Errors in file layout for folding, scoring, hold drilling, die cutting or other finishing or custom services
- Sorell Printing will not be liable for any of these issues unless a hardcopy proof has been requested and paid for by the client, whereby the final product differs from the signed approved hardcopy and was not apparent in the hardcopy proof.
- All prints will be output in CMYK inks only . Sorell Printing will endeavour to do its best to ensure constant colour reproduction and matching as closely as possible to Pantone colours. Please note that all screens and monitors are calibrated differently; therefore sometimes the colour on your computer screen may not look the same as the printed product. To ensure the closest representation to your desired colour we encourage you to choose your colours from the Pantone colour chart and convert them to CMYK.
- Production and delivery times can vary depending on the product type and the required quantity. We will always endeavour to get your job into production and deliver it to you quickly.
- Sorell Printing reserves the right to refuse or deny printing of certain material which it finds offensive, racist, sexist, homophobic, anti-social, that promotes terrorism, vandalism, hate and violence.
- The client acknowledges that there will be slight variations in the colour of the job from the computer screen to the final product during the printing process and from job to job. The client also acknowledges that trimming may vary up to 2mm each way from the trim lines on the artwork.
- Due to the nature of printing and depending on the job's complexity, Sorell Printing shall not be liable for delivering non-exact quantities with larger runs. We will endeavour to deliver the correct quantities to the client, but the client must acknowledge that in some cases there may be a few sheets short or overs supplied.
- No liability or compensation will be given to any client for delays in printing on Discounted Prices.
- Payment is required to Sorell Printing in advance i.e., prior to commencement of any work, including Artwork, Printing, and Distribution.
Artwork Specifications
For your Art to be Print Ready, it will need to be:
- Supplied at the correct trim size (mm)
- With 5mm of Bleed on each edge
- Supplied in CMYK
- Imaged Based Artwork atleast 300dpi
- Text Based Artwork 600dpi (or Vector Based)
- Design Elements kept within 5mm margin
- Single Page scrolling PDF (not spreads or paginated)
We require your artwork to have a minimum of 3mm bleed on each edge. If you can supply Artwork with 5mm of bleed that will give us more flexibility should we need to alter or fix certain aspects of your artwork.
Bleed refers to the printing that goes beyond the trim edge, which allows for movement on the guillotine when trimming your product down to size. You will need bleed on any coloured background or image that touches the edge of your artwork.
Bleed ensures that when your artwork is cut down to size, there won’t be a hairline white edge where an image or background colour ends. The 2.5mm of bleed will need to be added to each edge of your document. So for example, if your artwork is A4 (210x297mm) with bleed included, the total size of the artwork is 215x302mm.
Bleed refers to the printing that goes beyond the trim edge, which allows for movement on the guillotine when trimming your product down to size. You will need bleed on any coloured background or image that touches the edge of your artwork.
Bleed ensures that when your artwork is cut down to size, there won’t be a hairline white edge where an image or background colour ends. The 2.5mm of bleed will need to be added to each edge of your document. So for example, if your artwork is A4 (210x297mm) with bleed included, the total size of the artwork is 215x302mm.
What is your standard turnaround time?
Turnaround time is 2-5 days depending on the size of the job.
Do you offer same day printing?
Yes, we offer same-day printing services for general copying, scanning, laminating, binding, plan printing services, corflute signs, business cards, flyers, and posters. Other printing services can be fast-tracked and requested as urgent, but may incur an additional fee.
Can I get my job delivered?
We deliver anywhere in Australia.
What is a 'bleed'?
Bleed refers to printing that goes beyond the edge of the sheet after trimming (5mm bleed is preferable).
What DPI (Dots Per Inch) is suitable for print?
We recommend 300 dpi or greater, anything less will result in pixelation or blurriness.
What type of file types do you accept?
We prefer print-ready PDF files for printing, but we also accept EPS, TIFF, and JPG. Depending on the level of production, we may accept Microsoft Office files such as Microsoft Word, Microsoft PowerPoint, and Microsoft Publisher. If you design in Canva, you need to share the file via share link to info@sorellprinting.com.au.
Should my files/images be CMYK or RGB?
We prefer CMYK
Can you colour match?
Due to the nature of digital printing it may not be exact. Rest assured that we take every effort to get the best results possible for you!
What papers do you stock?
We have a wide range of papers and specialty papers. The heaviest paper we stock is 360gsm.
Do you print on recycled paper?
Yes, we can print on 100% Recycled paper.
How wide can you print?
We can print up to 1500mm wide.
Can I pay for my order when I pick it up?
Generally, we require payment at the time of printing but if you are a regular customer you can pay upon pickup.