REFUND & RETURN POLICY

1. Introduction

This Refund & Return Policy explains how FORMA PRINTWORKS SDN. BHD. (“FORMA PRINTWORKS”, “we”, “our”, or “us”) handles requests for cancellations, returns, replacements, exchanges, credits, and refunds.

FORMA PRINTWORKS provides printing, customisation, branding, merchandise, signage, photo-product, promotional-product, fulfilment, and related services. Many of our products are produced specifically according to a customer’s artwork, logo, wording, dimensions, colour selection, quantity, finishing preference, or approved production specifications.

By placing an order with us, you acknowledge that you have read and agreed to this Refund & Return Policy, together with our Terms & Conditions and Shipping Policy.

Nothing in this policy is intended to remove or limit any customer right that cannot legally be excluded under applicable law.

2. Customised and Made-to-Order Products

Most products supplied by FORMA PRINTWORKS are customised, printed, engraved, embroidered, personalised, specially sourced, or produced to order. This may include, but is not limited to:

  • Custom T-shirts, polo shirts, jackets, caps, and uniforms;
  • Printed tote bags, pouches, drawstring bags, and event merchandise;
  • Custom tumblers, bottles, mugs, flasks, and drinkware;
  • Engraved products and personalised corporate gifts;
  • Custom notebooks, pens, folders, labels, stickers, and stationery;
  • Banners, buntings, backdrops, roll-up stands, window graphics, and signage;
  • Photo books, canvas prints, photo gifts, and personalised photo products;
  • Products ordered in specific quantities, dimensions, colours, materials, or finishes; and
  • Products produced using customer-supplied artwork, branding, logos, text, photographs, or designs.

Because these products are prepared specifically for the customer, they are generally not eligible for return, exchange, or refund for reasons such as change of mind, incorrect selection, no longer requiring the item, colour preference, design preference, event cancellation, or dissatisfaction with a product that has been produced according to the approved order details.

3. Artwork Approval and Production Confirmation

Customers are responsible for reviewing all quotation details, artwork proofs, mock-ups, product specifications, dimensions, colours, quantities, spelling, contact details, logos, print placement, finishing requirements, and delivery arrangements before confirming an order.

Once written confirmation, artwork approval, deposit payment, or production approval has been received, the order may proceed to production. After production has started, changes, cancellations, refunds, or amendments may not be possible.

FORMA PRINTWORKS is not responsible for errors that were shown in an approved artwork proof or order confirmation, including but not limited to spelling errors, incorrect contact details, incorrect quantities, incorrect dates, colour choices, logo placement, sizing selections, or content supplied by the customer.

Customers should carefully check all proofs before approval. Where uncertain, customers should request clarification or revisions before authorising production.

4. Colour, Material, and Production Variation

Customers acknowledge that reasonable variations may occur between on-screen artwork, digital mock-ups, samples, proofs, and finished physical products.

Such variations may include:

  • Differences in colour appearance caused by screen settings, lighting, materials, printing methods, ink absorption, or production batches;
  • Minor variation in artwork position, alignment, print size, or placement within commercially acceptable production tolerances;
  • Differences in texture, fabric feel, material grain, surface finish, stitching, engraving depth, or product shape;
  • Minor variation in product dimensions, weight, colour tone, and packaging;
  • Reasonable variation between production batches; and
  • Variation resulting from customer-supplied artwork quality, resolution, colour mode, or file format.

These ordinary production variations do not constitute a defect and are not grounds for return, exchange, or refund where the finished product substantially matches the approved specification.

5. Eligibility for Return or Replacement

A return, replacement, reprint, store credit, or refund may be considered where a product is verified to be:

  • Incorrectly supplied compared with the confirmed order;
  • Materially different from the approved artwork or agreed written specifications;
  • Damaged before or during delivery;
  • Defective due to a production issue;
  • Incomplete due to missing items or incorrect quantities; or
  • Unusable because of a verified manufacturing or production fault.

All requests are assessed individually. A request does not automatically mean that a refund, replacement, or reprint will be approved.

Where an issue is verified, we may offer a suitable resolution depending on the circumstances, including:

  • A reprint or remake of the affected item;
  • Replacement of damaged or incorrect items;
  • Delivery of missing items;
  • Partial refund;
  • Full refund;
  • Store credit; or
  • Another reasonable solution agreed with the customer.

6. Reporting Timeframe for Issues

Customers must inspect products promptly after collection or delivery.

Any claim involving damaged, defective, incomplete, incorrectly supplied, or materially non-conforming goods must be reported to us within forty-eight (48) hours of delivery or collection.

For claims relating to concealed defects that could not reasonably have been identified upon delivery, customers should notify us as soon as reasonably possible after discovering the issue.

To submit a claim, customers should contact us at forma_print@outlook.com or +6017-494 6675 and provide:

  • Order number, invoice number, or quotation reference;
  • Customer name and contact details;
  • Clear photographs and videos of the affected product;
  • Photographs of the outer parcel, packaging, courier label, and all affected items where applicable;
  • A clear description of the issue;
  • The quantity of affected items; and
  • Any other information reasonably requested for assessment.

Failure to report an issue within the stated timeframe may affect our ability to investigate or provide a remedy, particularly where the product has been used, distributed, installed, altered, or mixed with other stock.

7. Return Procedure

Customers must obtain written approval from FORMA PRINTWORKS before returning any product.

Unauthorised returns may be refused, returned to the sender, or held pending further instruction. Do not send products back without first receiving return instructions from our team.

Where a return is approved, customers may be required to:

  1. Return the affected products in their original condition where reasonably possible;
  2. Include original packaging, inserts, labels, accessories, and supporting materials;
  3. Package the products securely to prevent further transit damage;
  4. Use the return address and courier method provided by us; and
  5. Include the order reference or return authorisation details with the parcel.

Products that have been used, worn, washed, installed, resold, distributed, altered, repaired by another party, or damaged after delivery may not be eligible for a return, replacement, or refund unless required by applicable law.

8. Return Shipping Costs

Where a claim is confirmed to be caused by our verified production error, incorrect supply, missing product, or pre-delivery damage, FORMA PRINTWORKS may arrange collection, provide a return method, or reimburse reasonable return-delivery costs that were approved by us in advance.

Where a return request is due to customer preference, change of mind, incorrect product selection, unapproved assumptions, event cancellation, or another reason not caused by our error, the customer will generally be responsible for all return, collection, re-delivery, and handling costs.

Original delivery fees, urgent production charges, artwork fees, design charges, set-up costs, packaging charges, and other non-recoverable charges are generally non-refundable unless the issue resulted from our confirmed error.

9. Order Cancellations

Customers may request cancellation before artwork approval, production commencement, product sourcing, or dispatch. However, cancellation requests are not guaranteed and may be subject to work already completed or costs already incurred.

Once a customer has approved artwork, confirmed specifications, paid a deposit, or authorised production, the order may be treated as committed for production.

Where cancellation is accepted after work has begun, FORMA PRINTWORKS may retain or deduct reasonable amounts for completed design work, artwork preparation, product sourcing, materials, printing preparation, production work, administration, payment-processing charges, and other non-recoverable costs.

Orders that have already been printed, engraved, embroidered, customised, packed, dispatched, or specially sourced cannot generally be cancelled.

10. Refund Processing

Approved refunds will generally be processed through the original payment method where possible.

The time required for a refund to appear in a customer’s account may vary depending on the bank, card issuer, payment gateway, e-wallet provider, or other financial institution. We are not responsible for third-party processing times after a refund has been initiated.

Where refunding through the original payment method is not practical, we may offer store credit, a replacement product, a reprint, or another mutually agreed resolution.

11. Contact Us

For return, replacement, cancellation, or refund enquiries, please contact:

FORMA PRINTWORKS SDN. BHD.
Registration No.: 202601026422 (1688518-K)

A-10-02, Menara The MET
No. 20, Jalan Dutamas 2
50480 Kuala Lumpur
W.P. Kuala Lumpur
Malaysia

Phone: +6017-494 6675
Email: forma_print@outlook.com