Refunds & returns.

Custom printed products

Printed goods are made to your artwork and your specification, so they cannot be resold. Custom print orders are not returnable and not refundable once production has started, except where the job is defective or we made the error — covered below.

This is why every order gets a free artwork review first, and why approval is the point of no return.

If the job is wrong, we fix it

If your order arrives defective, materially different from what you approved, or wrong because of our error, we will reprint it or refund it. Your choice.

Report it to info@smellthesmoke.com within 5 business days of delivery, with photographs and your order number. We may ask you to return or dispose of the misprinted goods before a reprint ships.

What is not a defect

• Colour variation within normal commercial tolerance, including differences between a screen and print, or between separate runs.
• Errors present in the artwork you approved — spelling, numbers, dates, cropping or bleed.
• Low-resolution results from files supplied below the size we flagged.
• Delivery delays caused by a carrier.
• A change of mind after approval.

Cancelling before production

Ask to cancel before artwork is approved and released, and you get a full refund. After release, the order cannot be cancelled — materials and press time are committed.

Design services

The 50% deposit on project work covers time already scheduled and is non-refundable once work has begun. If you cancel mid-project you are billed for work completed to that point and you receive what has been produced so far.

Fixed-price design offers bought through the store are refundable in full until we begin — usually the first working day after purchase. Once concepts are sent, they are not refundable.

Website service tickets

One prepaid hour of labor on one website. Unused time is not banked or refunded, and one hour is the minimum charge. If we cannot help at all — for instance the request is outside what we support — we refund it in full.

Consultations

Reschedule or cancel free up to 24 hours before the call and you get a full refund. Inside 24 hours, or a no-show, the fee is not refunded. If we have to move the call, you choose a refund or a new time.

How refunds are paid

Approved refunds go back to the original payment method. Depending on your bank or card issuer, it can take several business days to appear after we process it.

Before you file a chargeback

Please contact us first at info@smellthesmoke.com. Nearly everything is resolved faster directly, and we would rather fix the job than argue about it.

Contact

STS Media, 1427 East 36th Street, Suite 4203B, Cleveland, Ohio 44114
info@smellthesmoke.com