At Gong Printing, most of our products are made to order and customized (dimensions, materials, finishes, artwork, names, logos, photographs, or other elements). Therefore, we do not accept returns or exchanges due to withdrawal, customer error, or change of mind.

This policy explains the cases in which we can replace or correct an order, only when there is an error attributable to production.

1. Returns Are Not Accepted

We do not process returns or refunds in the following cases:

  • Change of mind after placing the order.
  • Customer error in: texts, dates, names, phone numbers, QR codes, logos, requested colors, dimensions, quantities, or model selection.
  • Files submitted with low quality, layout errors, spelling mistakes, or elements not reviewed by the customer.
  • Color differences resulting from screen display (monitors/phones) when a color proof was not requested.
  • Damage caused by misuse, improper storage, or handling after delivery.

2. Replacement for Production Error (Does Apply)

If the order has a manufacturing defect attributable to Gong Printing, we will process a replacement or correction, subject to case evaluation.

A production error is considered, for example:

  • Printing with evident flaws (stains, incorrect cuts, misaligned registration, defective assembly).
  • Product delivered with specifications different from what was approved (model/size/material/finish) due to production error.
  • Quantity delivered less than confirmed (when verified).

3. Deadline to Report Issues

Gong Printing applies reasonable technical and organizational measures to protect the confidentiality and integrity of personal data and prevent its alteration, loss, unauthorized access, or improper processing.

However, the user understands that no system on the Internet is completely invulnerable. Although we apply good security practices, we cannot guarantee zero risk against external incidents (for example, attacks or malicious software).

4. Evaluation and Solution

Once the report is received:

  • Gong Printing will evaluate the issue and confirm whether replacement/correction applies.
  • If it proceeds, we will coordinate the solution according to the case: reprinting, partial or total replacement.
  • Replacement times will depend on the type of product and production availability.

5. Deliveries and Transport

If the order was sent by courier or carrier:

  • Gong Printing can assist in managing the claim, but responsibility for impacts or damage in transit will depend on the logistics operator and the type of packaging contracted.
  • That's why we recommend inspecting the package upon receipt and reporting any damage immediately.

6. Approval of Artwork and Specifications

Before production, the customer confirms the final artwork and specifications. With approval:

  • Printing is authorized as is.
  • Gong Printing is not responsible for errors present in the approved file.