Offscreen Refund and Reprint Policy

Effective October 5, 2026

The short version

Every item is custom made to order for your business.
Before you pay, you can cancel at no cost.
After you pay, you can cancel from the chat for a full refund until your order goes into production, usually within one business day; after that it cannot be cancelled, changed or returned.
If an item is defective, or does not match the proof you approved, we reprint it or refund you.
If the item matches the proof you approved, we cannot reprint or refund it, even if the proof had a mistake.

1. Cancelling before you pay

You can cancel an order at any time before you pay. Nothing is charged. Cancelling voids your approval.

2. Cancelling after you pay

After you pay, you can cancel from the chat for a full refund until your order goes into production, usually within one business day; after that it cannot be cancelled, changed or returned. If you cancel in time, we refund the full amount you paid, including shipping and tax, to the original payment method. The refund starts automatically. Stripe issues the refund at once; your bank shows it in 5 to 10 business days. The chat shows your order's status.

3. Why changes are not possible after printing starts

Your items are made specially for you, with your name, phone number, and design. They cannot be resold, so we cannot take them back. To change something, check the proof carefully before you approve and pay. If you change the design before paying, you must approve it again.

4. Defective items and items that do not match the proof

We will reprint or refund (our choice, after talking with you) an item that:

arrives defective, for example torn, misprinted, blurred, cut wrongly, or broken; or
does not match the proof you approved, for example wrong text, wrong size, or wrong quantity.

A reprint is free and we pay for its shipping. If we refund, we refund the item price and the shipping and tax you paid for it. Reprints and refunds are capped at the amount paid for that order. A full refund includes tax and shipping.

5. What is not covered

Mistakes on a proof you approved, such as a typo, a wrong phone number or license number, or a low-quality logo you supplied. What is on the proof is what prints.
Small differences in color and trim are normal in commercial printing.
Damage after delivery.
A wrong or incomplete delivery address you gave us.
Orders refused under our content rules (see the Terms), which we refund in full if not yet printed.

6. How to make a claim

Tell us within 5 business days after delivery.
Write to hello@getoffscreen.com with your order number, a short description, and clear photos of the item and the shipping box.
We check your claim against the approved proof. We reply within one business day.

Keep the items and packaging until we reply. We may ask for photos; we do not require the items back. Late claims may be refused. Report hidden defects within 30 days after delivery.

7. Lost or damaged shipments

Tell us as soon as you can if your package does not arrive or arrives damaged. We will work with the printer and the carrier to reprint or refund. Report a lost or damaged shipment within 5 business days of the carrier's delivery scan or of the expected arrival. Offscreen files the carrier claim.

8. Card disputes

Please contact us before asking your bank to reverse a charge. If a dispute is opened, we will give your bank the proof you approved and our records.

9. Contact

hello@getoffscreen.com. This policy is part of the Offscreen Terms of Service.