1. Overview
At PrintRocket, we want every order to meet your expectations. This Refund and Cancellation Policy explains when you can cancel an order, when you are eligible for a refund, and how the refund process works.
This Policy is governed by the Consumer Protection Act, 2019 and forms part of our Terms and Conditions.
Key principle: Because PrintRocket operates with real print vendors who begin work immediately upon order acceptance, refund eligibility depends on the stage your order has reached. We are always fair — but we cannot refund costs that have already been incurred by the vendor.
2. Order Cancellations
2.1 Cancelling Before Vendor Acceptance
You may cancel your order for any reason at no charge before a vendor has accepted it (while the order is in Pending status).
How to cancel:
- App: My Orders → [Order ID] → Cancel Order
- Email: support@printrocket.in with your Order ID
Result: Full refund of the total amount paid, including delivery charges and platform convenience fee.
2.2 Cancelling After Vendor Acceptance (Before Printing Begins)
Once a vendor has accepted your order, cancellation is more complex because the vendor has committed their capacity to your job.
- Contact us immediately at support@printrocket.in or +91 8218768195
- We will contact the vendor to check whether printing has started
- If printing has not yet begun: We will cancel the order and process a refund minus the platform convenience fee
- If printing has begun: No cancellation is possible (see Section 2.3)
2.3 Cancellation After Printing Has Begun
Once the vendor confirms that printing has started, the order cannot be cancelled. Materials, ink, and vendor time have been consumed. No refund applies.
This applies even if you change your mind, provided the vendor has genuinely started your job.
2.4 System-Initiated Cancellations
If PrintRocket cancels your order due to:
- No vendor being available to accept the order
- Payment processing failure after order confirmation
- Platform technical issues causing order failure
You will receive a full refund including all fees within 5–7 business days.
3. Refund Eligibility
Quick Reference Table
| Situation | Refund Amount | Timeline |
|---|---|---|
| Cancelled before vendor acceptance | 100% of amount paid | 5–7 business days |
| Cancelled after acceptance, before printing | Amount paid minus platform fee | 5–7 business days |
| Cancelled after printing started | No refund | — |
| System cancellation (no vendor available) | 100% of amount paid | 5–7 business days |
| Payment failure (no order confirmed) | 100% automatically | 5–7 business days |
| Print quality issue (with evidence, within 24 hrs) | Reprint or refund at our discretion | Up to 10 business days |
| Incorrect content printed due to our error | 100% or free reprint | 5–7 business days |
| Correct file printed as specified — you changed mind | No refund | — |
| Self-pickup order not collected within 48 hours | No refund | — |
| Delivery failed due to incorrect address you gave | No refund | — |
3.1 Non-Refundable Situations
The following situations are not eligible for a refund:
- You uploaded the wrong file and the correct file was printed as uploaded
- You selected the wrong settings (wrong paper size, wrong number of copies) and the order was printed as specified
- You changed your mind after printing was completed
- You failed to collect a self-pickup order within 48 hours of the "Ready" notification
- Delivery failed because you provided an incorrect or inaccessible delivery address
- You were unavailable at delivery time and the order was returned
- The order was exactly as specified, but you expected a different result
4. Quality Complaints and Reprints
4.1 Raising a Quality Complaint
If your printed order has a genuine quality defect — not matching the specifications you ordered — you may raise a complaint.
Eligible quality issues include:
- Prints are significantly smudged, blurred, or misaligned
- Wrong paper type or GSM used despite correct specification
- Pages are missing or duplicated in error
- Certificate prints on standard paper instead of card stock (despite being ordered correctly)
- Colour prints delivered as black and white
Not eligible as quality complaints:
- Slight colour variation between screen display and print (colour calibration differs between devices and printers — this is normal)
- Print quality consistent with the paper GSM ordered (75 GSM B&W prints will look different from 350 GSM certificate stock)
- Issues arising from low-resolution files you uploaded
4.2 Time Limit
Quality complaints must be raised within 24 hours of delivery confirmation or self-pickup. We cannot accept complaints after this window as it becomes impossible to verify the claim.
4.3 How to Raise a Complaint
Contact us at support@printrocket.in with:
- Your Order ID
- Clear photographs of the print quality issue
- A description of what was wrong and what was ordered
4.4 Resolution
We will review your complaint and respond within 48 hours. Resolution options:
- Free reprint: We arrange a reprint by the same or a different vendor at no cost to you
- Partial refund: We refund a portion of the print cost where the issue is partial
- Full refund: We refund the full print cost where the quality is entirely unacceptable
The resolution offered is at PrintRocket's discretion based on the evidence provided. Platform convenience fees and delivery charges are non-refundable in quality complaint resolutions unless the entire order is unacceptable.
5. Design Service Refunds
Design services are treated differently from print services because the design work is bespoke and creative.
| Situation | Refund |
|---|---|
| You cancel before the designer begins work | Full refund |
| You cancel after design work has started | No refund |
| The completed design is shared with you | No refund, regardless of whether you use it |
| The design does not match your brief (with evidence) | Revision offered; refund at our discretion |
| AI-generated design doesn't meet your expectation | One free revision offered; thereafter no refund |
We encourage you to provide a clear and detailed brief before design work begins. Our team is happy to discuss your requirements before you commit.
6. Delivery-Related Refunds
6.1 Delivery Charges
Delivery charges are non-refundable once the delivery partner has been dispatched, unless the delivery failure is caused by a PrintRocket error.
6.2 Delivery Not Completed Due to PrintRocket's Error
If your order was not delivered due to:
- Our delivery partner going to the wrong address (where you provided the correct one)
- Our system assigning the wrong pickup location
- A delivery partner accepting and then failing to deliver without explanation
We will arrange a re-delivery at no additional charge or offer a full refund including delivery charges.
6.3 Self-Pickup Not Available
If a vendor marks your order ready for pickup but is not available at the promised time, contact us immediately. We will arrange an alternative pickup time or full refund.
7. Platform Convenience Fee
The platform convenience fee charged per order covers the cost of operating the PrintRocket platform — vendor matching, payment processing, order management, and customer support.
- The platform fee is non-refundable in cases where your order was placed, confirmed, and accepted by a vendor, even if you later cancel or raise a quality complaint
- The platform fee is refunded in cases of system cancellation, payment failure, or where PrintRocket is at fault for the order failure
8. How Refunds Are Processed
All refunds are returned to the original payment method used for the order:
| Payment Method | Refund Destination |
|---|---|
| UPI | Original UPI ID |
| Debit/Credit Card | Original card |
| Net Banking | Original bank account |
| Digital Wallet | Original wallet |
| Cash on Delivery | Bank transfer or wallet (you must provide details) |
Refunds are initiated by PrintRocket through Razorpay. Once initiated, the timeline depends on your bank or payment provider — we do not control how long your bank takes to credit the amount.
We will send you an email and push notification when your refund is initiated.
9. Refund Timelines
| Stage | Timeline |
|---|---|
| Refund initiation (from PrintRocket) | Within 2 business days of refund approval |
| Credit to UPI or wallet | 1–3 business days after initiation |
| Credit to debit/credit card | 5–7 business days after initiation |
| Credit to net banking | 5–7 business days after initiation |
| Credit for COD (bank transfer) | 7–10 business days after you provide bank details |
If you have not received your refund within 10 business days, contact us at support@printrocket.in with your Order ID and we will investigate.
10. Disputes and Escalation
If you disagree with a refund decision:
- Email us at support@printrocket.in with your Order ID, the details of your complaint, and any supporting evidence
- Your complaint will be escalated to our Grievance Officer within 48 hours
- We will provide a written final decision within 30 days
If you remain unsatisfied, you may approach:
- Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019
- Lok Adalat for disputes up to ₹20 lakhs (quick, free, and final)
- A court of competent jurisdiction in New Delhi
11. Contact Us
| For order issues / refund requests | support@printrocket.in |
| Phone | +91 8218768195 |
| In-app support | Account → Help & Support |
| Grievance Officer | Amit Arora |
| Response time | Acknowledgement within 24 hours, resolution within 30 days |
| Business hours | Monday to Saturday, 10:00 AM – 6:00 PM IST |
PrintRocket India Private Limited — CIN: U18129DC2026PTC472309 — www.printrocket.in
5th Floor, Mehershi Kanad Bhawan, Udhmodhaya Foundation, University of Delhi, North Campus, New Delhi – 110007