Refund, Return & Reprint Policy

Effective date: July 13, 2026

VialArt provides custom label-printing services. Every label order is personalized and manufactured specifically for the customer based on the design, text, images, options, material, and quantity submitted at checkout.

All custom label sales are final

Because our labels are custom-made to order, we do not accept returns, exchanges, or refunds for:

• Customer-created labels
• Labels made using a VialArt template
• Labels made using the AI Label Generator
• Customer-uploaded artwork
• Logos or complete label files
• Customized text, strengths, lot numbers, expiration dates, QR codes, or other information
• Incorrectly selected materials, quantities, finishes, or design options
• Priority Production fees
• AI-generation charges
• Shipping charges after an order has entered production

Custom labels cannot be restocked or resold to another customer.

Nothing in this policy limits any rights that cannot legally be waived.

Your submitted design is your final proof

The design displayed before checkout is the customer’s final proof.

By placing an order, the customer confirms that they have carefully reviewed and approved:

• Spelling and grammar
• Product or compound names
• Strengths, concentrations, and measurements
• Lot and expiration information
• Business names and contact information
• Logos, graphics, colors, and backgrounds
• QR codes, barcodes, and links
• Artwork position, scale, cropping, and orientation
• Material, finish, size, and quantity
• The overall readability of the design at the final printed size

Once the order is submitted, the artwork is locked to the order and may be sent into production immediately.

VialArt is not responsible for customer errors that were present in the approved design.

Small-label artwork responsibility

VialArt labels are physically small. Artwork that looks acceptable when enlarged on a computer or phone screen may not remain clear or readable when reduced to the final label size.

Customers are responsible for ensuring that their design is appropriate for small-format printing.

We do not provide refunds, free reprints, or exchanges because:

• Text was too small to read
• Fine lines or tiny details did not reproduce clearly
• A detailed logo appeared soft or blurry
• Elements were placed too close together
• The design was overcrowded
• The artwork had insufficient contrast
• The background made the text difficult to read
• Important content was positioned too close to an edge
• The image was stretched, compressed, or improperly cropped
• The artwork was submitted at a low resolution
• The original file already contained compression, pixelation, or blur

Printing cannot restore detail that is missing from the original artwork.

AI-generated artwork

Customers may use AI-generated artwork produced through VialArt, ChatGPT, Canva, another AI platform, or any outside service. However, the customer remains responsible for carefully reviewing the resulting artwork before ordering.

AI-generated images may contain:

• Misspelled or distorted text
• Invented letters, numbers, or symbols
• Unreadable small details
• Irregular borders or shapes
• Unwanted artifacts
• Low-contrast elements
• Excessive visual detail
• Inconsistent logos or lettering
• Details that disappear when printed at a small size
• Images that do not match the intended product or branding

Submitting or approving an AI-generated design confirms that the customer accepts the design as shown.

Dissatisfaction with an approved AI-generated image, including artwork that appears poorly designed, overly detailed, distorted, generic, or unsuitable for a small label, is not considered a printing defect and does not qualify for a refund or free reprint.

Customer-uploaded artwork

VialArt prints customer-uploaded artwork as submitted.

We are a printing service and do not automatically redesign, recreate, proofread, upscale, repair, simplify, or optimize customer artwork.

We may alert a customer when we notice an obvious concern, but this is a courtesy and is not a guarantee that every possible problem will be identified.

The customer remains responsible for the final artwork even when VialArt does not flag an issue.

We are not responsible for:

• Low-resolution files
• Blurry logos or text
• AI-generated defects
• Incorrect dimensions or aspect ratios
• Missing fonts
• Flattened or rasterized text
• Incorrect spelling or factual information
• Trademark or copyright issues
• Designs that are unsuitable for the selected label material
• Artwork created by an outside designer, AI platform, or template provider

Screen previews and printed colors

Screens display artwork using light, while physical labels are produced using ink and reflective materials. Printed results may therefore vary from the appearance of a digital preview.

Reasonable differences in the following are not considered defects:

• Color
• Brightness
• Saturation
• Contrast
• Metallic or holographic reflection
• Apparent white or transparent areas
• Fine-detail visibility
• Appearance under different lighting conditions
• Placement within normal printing and cutting tolerances

Holographic material changes appearance depending on the lighting, viewing angle, ink coverage, and underlying reflective pattern.

Digital previews are visual approximations and are not guarantees of an exact screen-to-print color match.

White areas on holographic labels

Our standard production equipment does not print white ink.

White areas in an artwork file may appear transparent or unprinted, allowing the holographic label material to show through. Very light colors may also appear more reflective or less opaque than they appear on a screen.

This is a feature of the printing process and is not considered a defect.

Customers who want strong readability on holographic materials should use sufficiently dark, bold, and high-contrast design elements.

Changes and cancellations

Orders may enter production immediately after submission.

Once an order has been submitted or the final proof has been approved:

• Artwork cannot be changed
• Text cannot be corrected
• Designs cannot be replaced
• Quantities cannot be redistributed between designs
• Materials cannot be changed
• The order cannot ordinarily be canceled

Submitting a second or corrected file does not automatically replace the file attached to an existing order.

A new order may be required for corrected artwork.

If production has not started, VialArt may approve a cancellation or change at its sole discretion. Approval is not guaranteed. AI-generation fees, processing costs, and Priority Production fees may remain nonrefundable.

Reprints for VialArt production errors

We will review a reprint request when the finished order materially differs from the approved artwork because of an error caused by VialArt.

Examples may include:

• We printed the wrong customer’s design
• We printed a different design than the one attached to the order
• We used the wrong label material
• We produced the wrong quantity
• A substantial portion of the order has a confirmed manufacturing defect
• The labels were materially damaged before shipment

A customer preference issue, artwork problem, or expected printing variation is not a VialArt production error.

Approved claims will ordinarily be resolved with a replacement of the affected labels. Refunds are not automatically provided when a reprint can correct the production error.

Reporting a problem

Production-error or shipping-damage claims must be submitted within 7 calendar days of confirmed delivery.

The customer must provide:

• The order number
• A clear description of the issue
• A photograph showing all affected labels together
• Close-up photographs showing the claimed defect
• Photographs of the packaging and shipping label when damage is alleged
• A video when necessary to show the condition, quantity, finish, or recurring defect

Do not discard the labels or packaging while a claim is under review.

VialArt may request that the affected order be returned for inspection before approving a reprint or other resolution. Failure to preserve or return the products when requested may result in denial of the claim.

Quantity issues

Claims involving missing labels must include photographs showing:

• All labels received
• The full contents of the package
• The exterior packaging
• The shipping label
• Any packing materials included with the shipment

Minor setup waste, test labels, or labels outside the purchased finished quantity are not included in the customer’s ordered count.

Shipping damage

Customers must inspect the package promptly after delivery.

Shipping damage must be documented before the labels are used, separated, applied, distributed, or discarded.

VialArt may file or assist with a carrier claim when appropriate. The customer agrees to retain the shipment and cooperate with reasonable carrier documentation requirements.

Delivered but missing packages

A package marked delivered by the carrier is not automatically eligible for a refund or free replacement.

Customers should first:

• Check all entrances and delivery locations
• Ask household members, employees, neighbors, or building staff
• Contact the carrier
• Allow time for an incorrectly scanned package to appear
• File any required missing-mail or theft report

VialArt will review available tracking and fulfillment records. Replacement or reimbursement is not guaranteed when the carrier confirms delivery to the address entered at checkout.

Customers are responsible for providing a complete and accurate delivery address.

Unauthorized returns

Do not mail products back without written authorization from VialArt.

Unauthorized returns may be refused, discarded, or returned to the sender. Shipping an order back does not create an automatic right to a refund, replacement, exchange, or store credit.

Chargebacks and payment disputes

Customers agree to contact VialArt and allow a reasonable opportunity to review a documented issue before initiating a payment dispute.

Submitting a chargeback does not change the custom, made-to-order nature of the product or the customer’s approval of the final artwork.

VialArt may provide the payment processor with:

• The approved design
• Checkout records
• Order customization details
• Production records
• Shipping and delivery confirmation
• Customer communications
• Photographs or videos related to the order
• The policy accepted at checkout

Fraudulent or abusive payment disputes may result in refusal of future service.

Refusal of service

VialArt reserves the right to cancel or refuse an order involving:

• Suspected fraud
• Unauthorized artwork
• Infringing content
• Illegal or prohibited material
• Threats or abusive conduct
• Attempts to misuse the printing service
• Repeated unsupported refund or chargeback claims

When VialArt cancels an unproduced order, the applicable amount will be refunded to the original payment method.

Contacting us

To report a qualifying production issue, contact VialArt through our website contact form.

Include your order number and all required photographs or videos in the first message whenever possible.

Support hours are Monday through Friday, 9:00 a.m. to 5:00 p.m. Pacific Time.