Return and Satisfaction Policy
All print products are custom-produced and made to order. Because each item is manufactured specifically for you, we are unable to accept returns or exchanges simply because you changed your mind or no longer need the item. However, I will stand behind the quality of every order on behalf of my vendors and will always work quickly with them to make it right when an issue is on our end or damaged during transit.
Please Inspect Your Order ImmediatelyPlease inspect your order as soon as it arrives. For items that require assembly, I recommended to assemble it to ensure all pieces are included. If you notice any damage, defects, quality issues or missing items, please contact me right away so I can get it resolved quickly. Different vendors have different windows for allowing me to report damage claims, missing pieces, or reprints so at the risk of sounding like a broken record, I highly recommended immediately checking your order, make sure everything is correct and all the pieces made it to you.
Email: orders@henandholly.com
Call or Text: 479-332-8650 (link is set for text)
The sooner you reach out, the faster I can make it right. Please keep all original packaging and photographing any damage before disposing of materials, as this helps me work with our vendors to resolve the issue efficiently. Note - some vendors may require damaged items be returned to them as part of the replacement.
How I Make It RightI can issue a reprint at no charge in the following situations:
• Your order arrives damaged due to shipping or handling.
• There is a manufacturing or print defect that is my error or my vendor’s error
• The wrong item, size, quantity, or configuration was produced due to an error on my end or by my vendor
To request a reprint, please contact me within 3 business days of delivery with a description of the issue and photos where applicable.Your original submitted file will be reprinted - apologies, newly submitted files will not be eligible for reprints, per my vendors’ terms. Terms vary across vendors, but claims submitted after the 3 day window may not be eligible for a reprint.
Save all original packaging, take photos of the damaged item(s), including the box if it shows signs of damage.
What is Not Covered?I am unable to issue refunds or reprints for issues that were present in client supplied artwork or not caught in pre-production proofs, estimates, or invoices, such as:
• Spelling, grammar, or punctuation errors in customer-supplied content
• Layout or design issues present in the original file or proof
• Low-resolution or poor-quality images supplied by the client
• Approving the wrong paper stock, finish, or media type
• Incorrect configuration approved by the customer (e.g. single-sided vs. double-sided, color vs. black and white, bleed settings).
• Color variations that fall within standard printing tolerances
• Orders where the customer approved the proof and later changed their mind about the design or specifications.
• Orders that arrived late due to circumstances beyond my or the vendor’s control, such as delays in transit or equipment failures. All delivery times on websites are estimated standard delivery windows and are never guaranteed
Questions? Let’s Talk.
I genuinely want every client to be satisfied with their order. If something isn’t right then please reach out. I’ll do my very best to rectify the solution and find a fair solution as quickly as possible.
Kindly,
Holly