01 Overview
At Sunny Graphics, every product — from business cards to custom packaging — is printed specifically for you, based on the artwork, paper stock, and specifications you approved. Because of this, our returns and exchange policy is built around fixing genuine production mistakes, not changes of mind.
If something is wrong with your order due to an error on our end, we will make it right — through a reprint, exchange, or refund as appropriate.
02 What's Eligible for Return
We assess every return request individually, but here's a general guide:
Eligible
- Wrong product or quantity delivered (our error)
- Printing defect not present in the approved proof (smudging, major colour shift, misalignment)
- Damaged or defective stock/material used
- Item arrived physically damaged due to mishandling in transit
Not Eligible
- Spelling, design, or layout errors present in the artwork you approved
- Minor colour variation between screen (RGB) and print (CMYK)
- Simple change of mind after production has started
- Normal cutting or quantity tolerance within industry standard
03 Reporting Timeframe
Please inspect your order as soon as it arrives. To be eligible for a return, exchange, or reprint, you must report the issue to us within:
| Situation | Reporting Window |
|---|---|
| Wrong item / quantity delivered | Within 3 days of delivery |
| Printing defect or production error | Within 3 days of delivery |
| Damaged in transit | Within 24 hours of delivery, with photos at unboxing |
Requests made after these windows may not be eligible for resolution, as we are unable to verify the condition of the product at the time of delivery.
04 How to Request a Return
- Contact our support teamReach out via WhatsApp, email, or phone with your order number and a description of the issue.
- Share photos or videoClear photos of the product (and packaging, if damaged) help us assess and resolve the issue faster.
- Review by our teamOur quality team will compare your delivered order against the approved proof and production records.
- Resolution offeredDepending on the issue, we'll offer a reprint, exchange, partial/full refund, or store credit.
05 Resolutions We Offer
- Reprint: The most common resolution — we reprint your order correctly at no additional cost, once the issue is confirmed as a production error.
- Exchange: If a different product or quantity was delivered by mistake, we will arrange collection and redelivery of the correct order.
- Refund: Offered where a reprint or exchange is not practical, or at our discretion for confirmed production errors.
- Store Credit: May be offered as an alternative to a refund for future orders, where agreed with the customer.
06 Exchanges
Since our products are custom-printed to order, exchanges for "I changed my mind" reasons (e.g. wanting a different paper finish or design after printing) are not generally available. However, we're happy to discuss your needs before placing a new order, or offer a discount on a corrected reprint where reasonable.
Exchanges due to our error (wrong specifications, wrong product) are handled at no extra cost to you, including pickup of the incorrect item where applicable.
07 Refund Method & Timeline
Where a refund is approved, it will be issued using the same method as the original payment:
- Cash on Delivery orders: Refunded via bank transfer or Easypaisa/JazzCash to an account you provide.
- Card payments: Refunded back to the original card, which may take 5–10 business days to reflect depending on your bank.
Once approved, refunds are typically processed within 3–7 business days on our end.
08 Non-Returnable Situations
The following situations are generally not eligible for return, exchange, or refund:
- Errors present in artwork or content that you approved at the proofing stage.
- Orders cancelled after production has already begun.
- Products that have been used, altered, or further customized by the customer after delivery.
- Delays caused by courier services that are outside our direct control (though we will assist in following up with the courier).
09 Damaged in Shipping
If your order arrives visibly damaged due to mishandling during delivery:
- Take photos of the damaged item and its packaging immediately upon receiving, before disposing of any packaging material.
- Report it to us within 24 hours of delivery.
- We will arrange a reprint or replacement at no extra cost once the damage is verified.
10 Contact Us
To start a return, exchange, or report an issue with your order, please reach out with your order number:
Sunny Graphics — Customer Support
- Email: info@sunnygraphics.pk
- WhatsApp: +92 333 5856300