REDLEX INFORMATION

Custom orders & returns.

Last updated: 20 August 2026

Most Redlex work is made, printed, cut or ordered specifically for one customer. That changes what can reasonably be cancelled or returned, but it does not remove statutory rights.

Before production starts

Contact Redlex immediately if you need to change or cancel an order. If design, materials, supplier orders or other work have already been committed, reasonable costs already incurred may remain payable. Any cancellation charge will reflect the circumstances and applicable law rather than an automatic blanket fee.

After artwork approval or production

Once custom production has started, a change of mind normally cannot be accepted because the goods cannot readily be resold. Goods made to a customer’s specifications or clearly personalised are generally excluded from the ordinary distance-selling cancellation right.

Faulty, damaged or incorrect work

The custom-order exception does not remove rights where goods are faulty, not as described or not produced with reasonable care and skill. Report the issue promptly with the order reference, photographs and a clear description. Redlex will assess the work and provide the remedy required by law, which may include repair, replacement, repeat performance, price reduction or refund depending on the circumstances.

Approved content

Approval confirms that the customer has checked wording, numbers, dimensions, quantities and placement. If finished work accurately reproduces approved content, a customer-supplied error is not normally a production fault. If Redlex produces something different from the approved proof, contact Redlex so it can be corrected.

Colour and material tolerances

Reasonable differences can occur between screens, proofs, print methods, batches and physical materials. A specific colour match or tolerance must be agreed in writing where it is critical.

How to raise a problem

Use the contact form and include the order reference, what is wrong, when it was noticed and clear photographs. Keep the goods and packaging until Redlex confirms the next step.

This policy is intended to sit alongside the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing here restricts rights that cannot legally be restricted.