This Return, Reprint and Refund Policy applies to products purchased from Image Magic Printing Sdn Bhd through our website, online ordering system, quotation system or another approved sales channel.

Machinery, electronic equipment and third-party branded products may be subject to a separate manufacturer warranty or product-specific return condition. Where a separate condition is displayed on a product page, quotation, warranty card or order confirmation, that product-specific condition will apply.

Most Image Magic products are produced specifically for each customer. We therefore do not accept returns, cancellations, exchanges or refunds for the following reasons after production has started:

• Change of mind or the product is no longer required.
• The customer selected the wrong size, material, finishing, quantity or product option.
• The customer prefers a different design, colour or layout after printing.
• Spelling, pricing, telephone number, address or content errors in customer-supplied or customer-approved artwork.
• Low-resolution images, pixelation or poor-quality artwork supplied by the customer.
• Duplicate or accidental orders that have already entered production.
• An event, campaign, promotion or required date has changed or been cancelled.

A return, reprint, replacement, partial refund or full refund may be considered when:

• The product has a confirmed printing, manufacturing or workmanship defect.
• The product was materially damaged while being delivered.
• Image Magic supplied the wrong product, size, material, finishing or quantity.
• Items are missing because of a confirmed production or packing error.
• The finished product is materially different from the confirmed order specification or approved proof.
• The shipment is confirmed permanently lost by the appointed courier.

Where only part of an order is affected, the approved remedy will normally apply only to the affected quantity or affected portion of the order.

Commercial printing involves normal production tolerances. The following will not normally be considered printing defects:

• Differences between colours displayed on a screen and the final CMYK printed product.
• Minor colour differences between separate printing batches, machines or materials.
• Minor variation in cutting, folding, creasing, alignment, print position or finishing within normal commercial tolerances.
• Slight differences in material colour, surface texture, thickness or appearance.
• Pixelation, blurred images or poor output caused by low-resolution artwork.
• Content, spelling, positioning or design errors contained in artwork supplied or approved by the customer.
• Results caused by unsuitable colour profiles, transparency, overprint settings, fonts or file formats supplied by the customer.

The customer must notify Image Magic within seven calendar days from the recorded delivery date. Claims submitted after this period may not be accepted because courier evidence, packaging records and production information may no longer be available.

Information required

• Image Magic order number.
• Customer name and contact telephone number.
• A clear description of the issue.
• Clear photographs or videos showing the affected products.
• The estimated quantity affected.
• Photographs of the outer packaging, shipping label and damaged carton where applicable.
• Other reasonable information required to investigate the claim.

Customers must keep all affected products and original packaging until the claim has been completed. Submitting a claim does not automatically guarantee a refund, replacement or reprint.

After reviewing an approved claim, Image Magic may provide one or more of the following remedies:

A replacement or reprint will normally use the same artwork, product specification, quantity and standard delivery method as the original order unless another arrangement has been agreed in writing.

Products must not be returned without prior written authorisation from Image Magic.

Depending on the nature of the claim, Image Magic may:

• Resolve the claim using photographs or videos without requiring a physical return.
• Request samples of the affected product.
• Request the complete affected quantity to be returned.
• Arrange courier collection or provide written return instructions.

Unauthorised returns or cash-on-delivery returns may be rejected. When an issue is confirmed to have been caused by Image Magic or the appointed courier, Image Magic will arrange or cover reasonable standard return shipping where a physical return is required.

Customers should contact Image Magic immediately when an order needs to be cancelled or changed. A cancellation or artwork change may only be accepted before production has started.

An order may no longer be cancelled or refunded after any of the following has occurred:

• Artwork has been approved and released for production.
• Printing, cutting, finishing, fabrication or assembly has started.
• Custom materials have been ordered, cut or prepared.
• Personalisation, numbering, coding, engraving or variable data production has started.
• The order has been transferred to an external production supplier.

Where a cancellation is approved before production, completed design work, proofs, materials, transaction charges or services already provided may be deducted from the refundable amount.

Approved refunds will normally be processed to the original payment method within seven business days after:

• The claim has been approved; and
• Any product requested for return has been received and inspected.

Business days are Monday to Friday, excluding Malaysian public holidays. The customer's bank, card issuer or payment provider may require additional time to display the refunded amount.

For an approved full refund caused by an Image Magic error, the refund will include the affected product price and the standard outbound shipping charge attributable to that product.

Rush-production fees, artwork or design fees, installation fees, currency-conversion charges, customs charges and third-party costs will only be refunded when they directly relate to the confirmed issue.

Customers should place orders early enough to allow for artwork approval, production, delivery and possible courier delays.

Image Magic is not responsible for missed events, promotions, launches, appointments or other deadlines where:

• The order was placed without sufficient production and delivery time.
• Payment or artwork approval was delayed.
• The delivery address or customer information was incorrect or incomplete.
• Customs clearance or import-payment requirements delayed delivery.
• The delay arose from circumstances outside Image Magic's reasonable control.

To the extent permitted by applicable law, Image Magic's responsibility for an approved claim is limited to the affected product, reasonable replacement shipping or the amount paid for the affected product.