9 Smiles Printing
Terms & Conditions
Effective date: September 2026
These Terms & Conditions apply to all orders placed with 9 Smiles Printing ("we", "us", "our"). By placing
an order with us, the customer ("you", "your") agrees to these Terms & Conditions.
1. Orders
All orders must be confirmed in writing, by email, message, quotation acceptance, online order or other
agreed method.
An order is considered accepted once we have confirmed the order and, where applicable, received the
required payment or deposit.
Once an order has been confirmed, changes may not be possible. If changes can be accommodated,
additional charges may apply.
We reserve the right to decline an order where we believe the requested product, artwork or content is
unsuitable, unlawful or otherwise inappropriate.
2. Quotations & Pricing
All quotations are valid for 30 days, unless otherwise stated.
Prices are based on the quantities, specifications, materials and artwork supplied at the time of
quotation. Changes to any of these may result in a revised price.
Unless specifically stated, quotations do not include additional artwork, design, delivery, installation or
other services.
We reserve the right to correct genuine pricing or calculation errors in quotations.
3. Artwork & Design
Where artwork is supplied by the customer, the customer is responsible for ensuring that the artwork is
correct, including:
Spelling and grammar
Names and personal details
Dates and times
Telephone numbers, email addresses and website addresses
Logos and branding
Sizes and dimensions
Colours
Images
Quantities
Overall layout
Where we provide a digital proof, the customer is responsible for checking and approving the proof
before production.
Once a proof has been approved, we will produce the order based on the approved artwork.
We cannot accept responsibility for errors that were present in artwork or proofs that the customer
approved.
4. Customer-Supplied Artwork
Artwork should be supplied in a suitable high-resolution format where possible, such as PDF, AI, EPS or
other agreed format.
Low-resolution or unsuitable artwork may result in additional artwork charges.
We will use reasonable care when preparing customer-supplied artwork for production, but unless a
design service has specifically been agreed, we are not responsible for correcting design or artwork
supplied by the customer.
5. Colour Variation
Colours displayed on computer, tablet and mobile screens may differ from the final printed product.
Printed colours can also vary between different materials, printers, print methods and production runs.
Small variations in colour, shade, density or finish are therefore considered normal and are not
necessarily considered a printing defect.
Where an exact colour match is essential, this must be discussed with us before the order is placed.
6. Printing Tolerances
Printing and finishing processes are subject to reasonable production tolerances.
Minor variations in:
Cutting position
Folding
Creasing
Drilling
Trimming
Print alignment
Quantity
Colour
may occur during production.
2Unless otherwise agreed, a small overrun or underrun may be supplied. Where this occurs, the final
quantity will be invoiced accordingly where applicable.
7. Personalised & Bespoke Products
Personalised and bespoke products are made specifically for the customer and cannot normally be
returned or exchanged simply because the customer has changed their mind.
This includes, but is not limited to:
Personalised clothing
Embroidered clothing
Printed clothing
School uniform
Club wear
Workwear
Personalised mugs
Bottles
Bags
Signs
Banners
Invitations
Wedding stationery
Other made-to-order products
This does not affect your statutory rights where a product is faulty, damaged or does not conform to
the agreed specification.
8. Payment
Payment terms will be stated on the quotation, invoice or order confirmation.
Unless otherwise agreed, payment is required before production begins for new customers and/or
bespoke or personalised orders.
For larger orders, we may require a deposit before production, with the balance payable before
collection or delivery.
We reserve the right to withhold production or delivery where payment has not been received in
accordance with the agreed payment terms.
9. Outstanding Invoices
Invoices must be paid by the due date shown on the invoice.
If payment is overdue, we reserve the right to:
Suspend further work
Withhold completed goods
Cancel future orders
Charge interest and compensation where permitted by applicable law
3For business customers, late payment may be subject to the rights provided under the Late Payment
of Commercial Debts (Interest) Act 1998, where applicable.
10. Cancellation & Changes
Cancellation requests must be made in writing.
If production, purchasing or preparation has already started, we may charge for work already
completed, materials purchased and other reasonable costs incurred.
Once personalised or bespoke goods have entered production, cancellation may not be possible.
11. Production & Turnaround Times
Turnaround times will be provided where possible at the time of quotation or order.
Turnaround times are estimates unless a specific delivery or completion date has been agreed in
writing.
Turnaround times may be affected by:
Delayed artwork approval
Changes requested by the customer
Delayed payment
Supplier delays
Material availability
Equipment failure
Courier delays
Events outside our reasonable control
We will make reasonable efforts to keep customers informed of significant delays.
12. Delivery & Collection
Delivery dates and times are estimates unless specifically guaranteed in writing.
Once goods have been handed to a third-party courier or delivery service, delays caused by that service
are outside our direct control.
Customers should inspect goods as soon as reasonably possible after delivery or collection.
Where collection is agreed, goods should be collected within the agreed timeframe.
13. Damaged Goods
If goods arrive damaged, please notify us as soon as possible and provide photographs of the
packaging and damaged goods.
We may require the damaged goods and/or packaging to be returned so that the issue can be
investigated.
414. Faulty or Incorrect Goods
If you believe your order is faulty, damaged or incorrect, please contact us as soon as possible.
Please provide:
Your order or invoice number
Details of the problem
Photographs where appropriate
Any other information reasonably requested
We will investigate the issue and, where appropriate, offer a replacement, repair, refund or other
suitable remedy in accordance with your statutory rights.
15. Complaints
We aim to resolve any problems quickly and fairly.
If you have a complaint, please contact us in writing with details of the issue and your order number.
We will review the complaint and respond as soon as reasonably practicable.
16. Customer Responsibility for Content
The customer confirms that they have permission to use any logos, photographs, artwork, images, text,
trademarks or other material supplied to us.
The customer is responsible for ensuring that supplied content does not infringe the intellectual
property, copyright, trademark or other rights of any third party.
We accept no responsibility for claims arising from content supplied by the customer.
17. Copyright & Intellectual Property
Unless otherwise agreed in writing, artwork, designs, templates and creative work produced by 9 Smiles
Printing remain our intellectual property.
Payment for printed products does not automatically transfer ownership of the underlying artwork or
design files.
We reserve the right to retain and reuse design elements, templates and production methods that are
not exclusive to the customer.
18. Customer-Supplied Garments or Materials
Where customers supply their own garments or materials for printing, embroidery or personalisation,
we will take reasonable care of them.
However, we cannot guarantee that every supplied item will be suitable for the requested process.
5The customer accepts that there is a risk of damage during printing, embroidery, pressing or other
production processes.
Where appropriate, we may recommend supplying an additional item to allow for production issues.
19. Garment & Product Sizing
Garment sizes, colours and fits can vary between manufacturers and product ranges.
Customers are responsible for checking sizing information before placing an order.
Where garments are personalised, printed or embroidered, we cannot normally exchange them
because the customer has selected the wrong size.
20. Washing & Care of Printed/Embroidered Garments
Customers must follow the care instructions provided with the garment.
Incorrect washing, drying, ironing, bleaching or other treatment may damage printed or embroidered
products.
We cannot accept responsibility for damage caused by failure to follow the recommended care
instructions.
21. Promotional Photography
Unless the customer specifically asks us not to, we may photograph completed products for use in our
portfolio, website and social media for promotional purposes.
Where an order contains personal information, children's names or other sensitive information, we will
take reasonable care when deciding what is suitable to publish.
Customers may request that their order is not used for promotional purposes.
22. Privacy
We will process customer information in accordance with applicable UK data protection legislation.
Personal information will only be used for legitimate business purposes such as processing orders,
communicating with customers, invoicing, delivery and customer service.
23. Force Majeure
We will not be responsible for delays or failure to fulfil an order where this results from circumstances
outside our reasonable control.
This may include, but is not limited to:
Fire
Flood
Severe weather
Power failure
Equipment failure
Supplier shortages
Courier disruption
Industrial action
Government restrictions
Cyber incidents
Other unforeseen circumstances
24. Limitation of Liability
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.
Subject to this, our liability will be limited to the value of the relevant order, except where applicable law
requires otherwise.
We will not be responsible for indirect or consequential losses where such liability can lawfully be
excluded.
25. Statutory Rights
Nothing in these Terms & Conditions affects your legal rights under UK consumer protection law.
Where you are purchasing as a consumer, your statutory rights remain unaffected.
26. Business Customers
Where the customer is purchasing wholly or mainly for business purposes, certain consumer
protections may not apply.
Business customers should notify us of any issue with an order as soon as reasonably possible.
27. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes will be subject to the jurisdiction of the courts of England and Wales, unless applicable law
provides otherwise.
28. Contact
9 Smiles Printing
Website: 9smiles.co.uk
Email: admin@9smiles.co.uk
These Terms & Conditions may be updated from time to time. The version applicable to an order will be
the version in effect when the order is accepted.
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