Refund & Cancellation Policy

Customers may request cancellation before the order has entered the printing process.

Cancellation availability may depend on the current order status.

A refund may be considered when:

• An eligible order is successfully cancelled before processing begins.
• XEROXMATE or the selected print shop is unable to fulfil a confirmed order.
• The order has a significant service-related issue attributable to the service provider.
• A duplicate payment has been made for the same order.
• An incorrect amount was charged due to a verified payment or system error.

Refund eligibility is determined based on the circumstances of the individual order.

Customers are responsible for reviewing their order before confirmation.

Refunds may generally not be provided where the issue resulted from:

• Incorrect file.
• Incorrect number of copies.
• Incorrect paper size.
• Incorrect colour selection.
• Incorrect page range.
• Incorrect binding.
• Incorrect page layout.
• Incorrect delivery or pickup selection.

Where technically possible, customers should contact support immediately after identifying an error.

If the delivered or collected printed material contains a significant production issue, customers should contact XEROXMATE support as soon as possible.

Examples may include:

• Missing pages.
• Incorrect page order caused during production.
• Significant printing defects.
• Incorrect printing specifications compared with the confirmed order.
• Incorrect binding or finishing.

Customers may be asked to provide photographs or other information to help verify the issue.

Depending on the circumstances, XEROXMATE or the selected print shop may offer:

The resolution will depend on the nature and extent of the verified issue.

For delivery orders, customers should provide an accurate delivery address and remain available to receive the order where required.

Additional delivery attempts or charges may apply where a delivery fails because of:

• Incorrect address.
• Incomplete address.
• Customer unavailable.
• Customer refusal to receive the order.
• Other circumstances attributable to the customer.

If an order is cancelled and the customer has already paid an advance, the refundable amount will depend on the order's processing status and any non-recoverable charges that have already been incurred.

Once printing or finishing has started, the advance may not be fully refundable.

For fully prepaid orders, eligible refunds will generally be processed after the cancellation or refund request has been reviewed and approved.

The amount refunded will depend on the applicable refund decision.

Approved refunds will be initiated through the applicable payment method or payment provider.

The time required for the refunded amount to appear in the customer's account may depend on the payment provider or banking institution.

For orders paid through cash at pickup or delivery, refunds will be handled according to the circumstances of the order and the applicable arrangement with the selected print shop.

Customers should contact XEROXMATE support or the relevant print shop for assistance.

A refund may generally not be available where:

• The customer changes their mind after printing has started.
• The wrong file was uploaded by the customer.
• Incorrect printing specifications were selected by the customer.
• The customer provided an incorrect delivery address.
• The customer fails to collect a completed order within the applicable collection period.
• The order was correctly produced according to the confirmed specifications.

To request a cancellation, refund, or report a printing issue, contact XEROXMATE support with:

• Order ID.
• Registered name.
• Registered phone number or email.
• Reason for the request.
• Relevant photographs or supporting information, if applicable.

Refund requests may be reviewed based on:

• Order status.
• Time of cancellation request.
• Printing status.
• Payment status.
• Selected specifications.
• Evidence of the reported issue.
• Information provided by the relevant print shop.

XEROXMATE may contact the customer or print shop when additional information is required.

XEROXMATE may update this Refund & Cancellation Policy from time to time.

Changes will be published on this page with an updated "Last Updated" date.