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Refund and Returns Policy

This Refund and Returns Policy governs all product sales and services provided by Dundas Print Canada Corporation (“Dundas Print,” “we,” “our,” or “us”). By placing an order, you agree to this policy in full.

1. Refund Eligibility and Time Limits

All sales are final once production begins or samples are approved. Dundas Print may, at its sole discretion, issue a replacement or partial refund only if a verified production error is confirmed to have originated from Dundas Print.
Refund requests must be made in writing within thirty (30) days of the purchase date. After 30 days, no refunds, exchanges, or reprints will be considered.
Products not collected within thirty (30) days of notice will be destroyed without refund. Dundas Print will not store, reproduce, or hold uncollected items beyond this timeframe.

2. Proof Approval and Responsibility

Orders are produced exactly according to the approved proof or physical sample. The client’s approval confirms acceptance of all design, layout, color, and material characteristics. Once approval is granted and production begins, no changes, cancellations, or refunds are permitted.

3. Printing Quality and Customer-Supplied Images

If the customer uploads a low-resolution or poor-quality image, Dundas Print’s system may issue a warning. If the customer proceeds despite this notice, the final print quality is accepted “as is.” Low image resolution, color shifts, or pixelation caused by supplied artwork are not considered production errors and do not qualify for refunds.

4. Color Variations and Material Differences

Each mug is produced individually and may exhibit natural variations in tone, brightness, or finish due to the ceramic or glass composition. Slight deviations in alignment or color density are normal within accepted manufacturing tolerances.
Differences resulting from clay composition, glaze flow, or pigment performance during high-temperature firing are inherent to porcelain and glass production and are not manufacturing defects.

5. Product Handling and Safety

All mugs supplied by Dundas Print are sourced from verified manufacturers. Any third-party certifications (such as FDA or SGS compliance) apply only to the specific model and lot for which documentation is provided by the manufacturer. Dundas Print does not extend or modify those certifications.
Porcelain and glass are inherently fragile materials. Chipping, cracking, or breakage may occur if dropped, struck, or subjected to abrupt temperature changes. Such occurrences are part of the normal behavior of these materials and are not considered defects.

6. Returns and Shipping Costs

Returns must be pre-authorized in writing by Dundas Print. Unauthorized returns will not be accepted.
The customer is responsible for all return shipping costs and assumes all risk of loss or damage during return transit. Shipping charges are non-refundable. If a refund is approved, the cost of return shipping will be deducted from the refund.
For high-value returns, customers should use a trackable and insured service. Dundas Print cannot guarantee receipt of returned goods.

7. Unjust Enrichment Clause

Refunds or replacements are processed only upon receipt and inspection of the returned goods. Customers who retain products while also demanding refunds are deemed to have engaged in unjust enrichment.

8. Cancellation Rights

Dundas Print reserves the right to refuse or cancel any order, in full or in part, at its discretion. If an order is cancelled before production begins, a refund may be issued less any administrative or design costs incurred. Once production has started, orders cannot be cancelled or refunded.

9. Limitation of Liability

Dundas Print’s liability for any claim relating to refunds, replacements, or product quality is limited to the value of the goods purchased. Dundas Print is not responsible for consequential or incidental damages, including lost revenue or indirect loss resulting from the handling, washing, or use of the products after delivery.

10. Acceptance of Policy

By submitting an order or approving a sample, the customer confirms that they have read, understood, and agreed to this Refund and Returns Policy, including the conditions regarding handling, color variations, and non-refundable items.

Glass and Porcelain Product Disclaimer

Fragility and Handling Notice

All glass and porcelain products sold by Dundas Print are inherently fragile. These materials may break, chip, or crack if dropped, struck against hard surfaces, or exposed to sudden temperature changes. Each product is inspected prior to printing and shipment to ensure it leaves our facility in good condition. Dundas Print cannot guarantee durability against impact, mishandling, or improper use once the product has been delivered.
Breakage or damage that occurs during use, washing, or handling is not considered a manufacturing defect and is therefore not covered under any refund, replacement, or warranty policy.

Recommended Care

For maximum longevity, we recommend hand washing with mild detergent and avoiding abrupt temperature shifts (for example, moving from refrigeration directly to boiling liquids). While some models may tolerate dishwashers or microwaves, prolonged exposure to high heat may accelerate wear or cracking of the printed surface.

Liability and Insurance Disclaimer

By purchasing glass or porcelain products from Dundas Print, the customer acknowledges and agrees that:

• Dundas Print is not responsible or liable for any personal injury, property damage, or incidental loss resulting from the handling, cleaning, or use of these products after delivery.

• Dundas Print does not provide insurance coverage and assumes no liability for breakage, accidents, or damages occurring in customer facilities, warehouses, or retail environments.

• Customers are solely responsible for ensuring safe handling and proper staff training when using or serving with porcelain or glass products.

Commercial Use Recommendation

For cafés, restaurants, or other commercial settings, Dundas Print recommends implementing internal safety and handling procedures. Commercial usage subjects porcelain mugs to frequent washing, temperature stress, and stacking, all of which can accelerate normal wear. These factors fall entirely outside Dundas Print’s control and are not considered defects.

11. Policy Updates and Revisions

Dundas Print reserves the right to modify, amend, or replace this Refund and Returns Policy and Glass and Porcelain Product Disclaimer at any time without prior notice.
Any revisions take effect immediately upon publication on the Dundas Print website or communication to customers by email or invoice reference. Continued use of our services or acceptance of goods after such updates constitutes acknowledgment and acceptance of the revised terms.

Final Acknowledgment

By completing a purchase, the customer confirms understanding and acceptance of this Disclaimer and agrees that Dundas Print shall not be held liable under any circumstances for damage, injury, loss, or expense resulting from the use, washing, cleaning, or storage of glass and porcelain products once received in good condition.