Clear support before print and fair remedies when something goes wrong

Last updated: 22 July 2026

Change of mind

Personalised printed goods are made to order

The statutory 14-day change-of-mind cancellation right does not apply to printed books made to your specification or clearly personalised. Contact hello@mycolouringpad.com immediately if you want to cancel. We may agree a voluntary cancellation if personalisation or production can still be stopped, but we do not promise that this will be possible.

This exception does not affect your rights if the product is faulty, damaged, missing or not as described. It also does not remove the voluntary pre-print proof guarantee below.

Pre-print proof guarantee

Ask for help before approval or print handoff

If an acceptable proof cannot be produced from suitable photos, open a proof-guarantee request before explicit approval, eligible automatic approval or print-provider acceptance. Production pauses while we review the complete project.

We may provide the included book-wide revision or an additional goodwill correction. If the issue remains unresolved, we will cancel and refund the complete order before printing.

The voluntary guarantee ends after proof approval or provider acceptance. It is additional to, and does not replace, your rights for faulty, damaged, missing or misdescribed products.

Digital PDF

Early digital supply may end the cancellation right

We will begin digital supply within the 14-day cancellation period only after checkout has recorded your express request to begin early and your acknowledgement that the cancellation right will be lost when supply begins. Once supply begins after that request and acknowledgement, you lose the change-of-mind cancellation right. If we do not collect that record, we will not rely on a loss of the cancellation right.

If a PDF is faulty, corrupt, materially not as described or inaccessible, contact us. We will provide the repair, replacement, price reduction or refund required by law.

Faults, damage or missing delivery

Proof approval does not cover manufacturing or transit faults

Email hello@mycolouringpad.com with the order number and a clear description of the problem. For damage or a print defect, include clear photographs of the packaging and book where reasonably possible. Keep the item and packaging until we confirm whether a return is needed.

If goods are faulty, not as described or not fit for purpose, your statutory remedies may include the short-term right to reject, repair or replacement, a price reduction or a refund, depending on the circumstances and timing. We pay reasonable return costs where the law requires a return of faulty goods. Proof approval does not waive these rights.

Express cannot be fulfilled

No silent delivery downgrade

If the paid Express service cannot be mapped to a qualifying traceable option before printing, we pause the order and contact you. You may approve a slower service with the Express surcharge refunded or cancel for a full refund before printing.

If the print provider has already accepted the job, we will explain the available remedy and apply your statutory rights rather than changing the recorded delivery service silently.

How refunds are made

Refunds go back through the recorded payment

Approved refunds are recorded in WooCommerce and returned to the original payment method unless the law or payment provider requires another route. We do not charge a refund fee. Cancelling a print-provider job does not itself issue a customer refund.

Where the law requires a refund, we issue it without undue delay and no later than 14 days after we agree that you are entitled to it. Your bank or payment provider may then take additional time to display the credit.

Required order and refund records remain after private production media is deleted. Include your order number when contacting us, but never email payment-card details or a private proof token.