Refund & Reprints Policy
Effective Date: 08/01/2025
Last Updated: 08/01/2025
At BigOX, we understand that your reputation depends on the quality of the prints you deliver to your customers. As your premium fulfillment partner, we're committed to maintaining the highest standards of print quality and customer service. This policy outlines our guarantee, reprint coverage, and return procedures for all BigOX fulfillment services.
Our Professional Quality Guarantee
BigOX backs every order with our 100% Professional Quality Guarantee. If any print fails to meet our professional standards due to production errors or quality issues on our part, we will make it right through reprints, refunds, or alternative solutions—at no cost to you.
We recognize that you're serving your own customers, and any quality issues reflect on your business. Our goal is to ensure you can confidently stand behind every product we fulfill on your behalf.
The Bottom Line: If WE make a mistake, we will fix it at no cost to you, regardless of the product type. If the issue stems from incorrect order materials, information, or specifications YOU provided, we'll work with you on the most cost-effective and timely solution.
How Our Guarantee Works
All BigOX products are covered by our Professional Quality Guarantee when issues are due to production errors on our part. However, the specifics vary based on what you've ordered:
Standard Prints
Fine art giclée prints, photo prints, and canvas prints on standard media
When BigOX Makes an Error:
- Complete reprint or full refund at no cost to you
- Same rush processing as your original order (if applicable)
When You Need Changes Due to Your Specifications:
- See "What's Not Covered" below
Custom Matting & Enhanced Services
Matting, retail packaged prints, show kits, branded inserts, and all other specialty finishing services
When BigOX Makes an Error:
- Complete reprint or full refund at no cost to you
- Same rush processing as your original order (if applicable)
When You Need Changes Due to Your Specifications:
- We'll remake the product, but you cover the cost of materials we can't reuse
- Material costs discussed on case-by-case basis
Large Format & Specialty Products
Large format prints, specialty substrates, complex custom packaging solutions
When BigOX Makes an Error:
- Complete reprint or full refund at no cost to you
- Same rush processing as your original order (if applicable)
When You Need Changes Due to Your Specifications:
- Limited coverage due to expensive, custom materials
- We'll work with you to find the most cost-effective solution
- Material costs discussed on case-by-case basis
When We Provide Free Reprints
BigOX will provide free reprints in the following situations:
Production Quality Issues
- Color shifts, banding, or inaccuracies not present in your submitted files
- Surface defects such as scratches, streaks, or smudges introduced during production
- Incorrect media type, paper stock, or finishing applied to your order
- Cropping, sizing, or border errors caused by our processing mistakes
- Mounting, stretching, or assembly defects due to our production errors
- Custom matting or packaging errors in cutting, assembly, or material application
Shipping & Handling Damage
- Prints damaged during packaging or transit (creased, bent, torn, or stained)
- Packaging failure that results in product damage
- Missing items from multi-item orders
- Damage must be reported within 7 days of delivery with supporting photos
File Processing Errors
- Incorrect application of color profiles or print settings
- Wrong orientation applied despite correct file submission
- Scaling or resolution errors during our file preparation process
What's Not Covered
The following issues fall outside our standard reprint coverage:
Client File Quality & Content
- Color, exposure, contrast, or saturation issues present in your submitted files
- Low resolution images resulting in visible pixelation or soft details
- Composition, cropping, or artistic choices in your original artwork
- Typos, incorrect text, or design errors in your submitted files
- Blemishes, dust spots, scratches, or unwanted elements in your original images
- Color matching expectations when your file doesn't include proper color profiles
Important: While BigOX reviews every submitted file as part of our standard service, this review focuses on technical printing requirements - such as resolution adequacy, file format compatibility, and obvious corruption issues. We do not review or take responsibility for artistic, aesthetic, or subjective quality aspects, including color balance, exposure, composition, or design choices. You remain fully responsible for the creative and technical quality of your submitted files.
Order Specification Errors
- Incorrect size, media type, or finishing options selected during ordering
- Wrong quantities, shipping addresses, or delivery instructions provided
- Misunderstanding of product specifications, capabilities, or limitations
- Changes to requirements after order confirmation
Professional Courtesy: If you catch a specification error immediately after ordering and contact us within 3 hours, we can often adjust the order before production, or provide courtesy reprints at discounted rates as a professional accommodation.
End-Customer Preference Issues
- End-customer dissatisfaction with colors, composition, or overall appearance when the print accurately reproduces your submitted file
- Personal taste preferences or subjective opinions about the final product
- Buyer's remorse or changed requirements after production
- Requests for modifications that weren't part of the original specifications
Note: We understand that managing end-customer expectations is part of your business. While our guarantee doesn't cover these situations, we're always happy to discuss options that might help resolve customer relationship issues, as, ultimately, your customer is our customer too.
Professional Courtesy Reprints
Understanding that mistakes happen in professional workflows, BigOX offers discounted courtesy reprints for many client errors:
- File Correction Reprints: When you need to fix design elements, color adjustments, or minor corrections
- Specification Changes: Size adjustments, media changes, or finishing modifications
- Volume Client Accommodation: Enhanced courtesy policies for high-volume professional clients
- Rush Recovery: Priority handling when you need quick turnaround on corrected orders
Contact our professional services team for custom pricing on courtesy reprints.
How to Request a Reprint or Return
Standard Process:
- Document the Issue: Take clear photos showing the problem, including close-ups and full print views
- Contact Our Team: Email support@bigoxprinting.com or use our client portal
- Provide Details: Include your order number, description of the issue, and photos
- Include End-Customer Impact: Let us know if this affects a delivery deadline or customer relationship
Required Information:
- Order number and item details
- Clear photos of the issue (and packaging for shipping damage)
- Description of the problem and impact on your business
- Delivery deadline concerns, if applicable
Our Response Commitment:
- Initial Response: Within 4 business hours during business days
- Resolution Timeline: Most reprints approved and in production within 24 hours
- Priority Handling: Rush processing available when your reputation is at stake
Full Refunds Available For:
- BixOx production quality issues that cannot be corrected through reprints
- Shipping delays that cause you to miss critical deadlines due to our error
- Our service failures that impact your customer relationships
Partial Refunds:
- Returns of enhanced services products due to client specification errors
- Custom products where materials cannot be reused
- Rush service fees when we fail to meet expedited timelines
Refund Processing:
- Refunds processed within 3-5 business days of approval
- Original payment method credited
- Detailed explanation provided for any partial refund calculations
Time Limits & Reporting Requirements
Standard Quality Issues:
- Report within 14 days of delivery confirmation
- Late reports will be reviewed case-by-case based on client relationship and circumstances
Shipping Damage:
- Report within 7 days of delivery with photos of both product and packaging
- Carrier damage claims may require additional documentation
End-Customer Issues:
- When your customer reports problems, contact us immediately regardless of timing
- We'll work with you to address issues that affect your customer relationships
Return Shipping & Logistics
BigOX Error Returns:
- Free return shipping for all production errors and quality issues
- Pre-paid return labels provided when physical return is required
- Most reprints issued without requiring return of defective items
Client Error Returns:
- Return shipping costs apply for specification or file errors
- Partial refunds available minus material costs for enhanced services
- Custom products may have limited return eligibility
Special Policies for Professional Clients
High-Volume Professional Accounts:
- Enhanced courtesy reprint allowances
- Dedicated account management for quality issues
- Custom service level agreements available
- Priority processing for all reprints and corrections
Rush Order Protection:
- If your original order included rush processing, reprints receive the same priority
- Additional expediting available when timing is critical
- Direct coordination with your delivery schedules
End-Customer Direct Ship:
- Special handling when orders ship directly to your customers
- Discreet packaging and communication protocols
- Immediate notification of any delivery issues
Prevention & Best Practices
Quality Standards We Maintain:
BigOX maintains professional production standards to ensure consistent, high-quality results:
- Color Management: ICC-compliant color management on all equipment
- Equipment Calibration: Daily calibration and quality control checks
- Professional Materials: Archival-grade materials meeting professional standards
- Quality Control: Multi-point inspection process before shipping
File Preparation for Best Results:
While you retain full responsibility for your file quality, following these guidelines will help ensure optimal print results:
Recommended File Specifications:
- Resolution: Minimum 300 DPI at final print size
- Color Profile: Adobe RGB or sRGB for best results
- File Format: TIFF or high-quality JPEG preferred
File Preparation Support Available:
- Pre-production file review for technical printing requirements
- Technical specifications and guidance documents
- Color profile recommendations for your specific needs
- Proofing services available for critical projects
Order Management Best Practices:
- Double-check shipping addresses and quantities before submitting
- Verify product specifications and options carefully
- Communicate special requirements or deadlines clearly
- Contact us immediately if you notice any order issues
- Use our consultation services for complex or unfamiliar products
Communication Tips:
- Provide delivery deadlines and customer impact information with reprint requests
- Update us promptly about any changes to shipping requirements
- Include end-customer context when quality issues might affect your business relationships
Contact Information & Support
For Reprint Requests:
- Email: support@bigoxprinting.com
For Quality Issues:
- Email: support@bigoxprinting.com
Pro & Volume Account Services:
- Professional Services: Contact account manager directly by email
Policy Updates
This policy may be updated to reflect improvements in our services or changes in our production capabilities. Clients will be notified of material changes via email, and the updated policy will be posted on our website with a new effective date.
At BigOX, your success is our success. We're committed to being the fulfillment partner you can trust with your most important client relationships.
For questions about this policy or to discuss your specific needs, contact our professional services team at support@bigoxprinting.com.