Returns, Refunds & Replacements Policy
At PrintWorks By Norton, each product is created or produced specifically for your order. We want you to receive artwork and apparel that arrives correctly, safely, and as described.
Please review this policy before ordering.
Made-to-order products
Our products are produced on demand rather than held as finished inventory. This includes:
- Concert Archive posters, canvases, framed posters, and framed canvases
- Custom and personalized concert setlist artwork
- Personalized shirts, sweatshirts, hoodies, and other apparel
- Products made in a customer-selected size, color, format, or frame finish
Because these products are made specifically for each order, we do not ordinarily accept voluntary returns or exchanges for change of mind.
This does not affect any consumer rights that cannot legally be excluded.
Custom and personalized products
Custom and personalized products are final sale once design or production work has begun.
This includes products featuring customer-provided information such as:
- Artist, band, or tour name
- Concert date, city, or venue
- Custom setlist or song information
- Customer-selected artwork, typography, layout, or background
- Names, dates, photographs, logos, or other personalized details
Custom products cannot be returned because the customer changes their mind or decides they no longer want the finished design.
For products that include a digital proof, customers are responsible for reviewing all names, dates, venues, song titles, spelling, layout choices, and other details before approving production. Production begins after approval, and customer-approved information will be printed as approved.
If we make an error that was not present in the approved proof, please contact us under “Damaged, defective, or incorrect orders” below.
Concert Archive products
Concert Archive products feature the specific artwork displayed in the product listing and are produced in the size, format, and finish selected at checkout.
Please carefully confirm your selection before ordering. We do not ordinarily accept voluntary returns or exchanges because of:
- Selecting the wrong size
- Selecting the wrong product format
- Selecting the wrong frame color
- Ordering the wrong concert, date, or night
- Changing your mind after ordering
- Finding another product you prefer
Where applicable law gives you a mandatory cancellation or withdrawal right for a non-personalized product, that right will be honored as described under “International consumer rights.”
Apparel sizing and color selection
Every apparel item is produced in the size and color selected at checkout. Please consult the product’s size chart before ordering.
We do not ordinarily accept size or color exchanges when the correct item was produced according to the order. If the garment received is materially different from the size specification, color, or product ordered, contact us so we can review the issue.
Order cancellations and changes
Contact us immediately at support@printworksbynorton if you need to cancel or change an order.
Orders may enter design or production shortly after purchase. We cannot guarantee that a cancellation, address change, size change, color change, or product change can be completed after an order has been submitted.
Once design or production work has begun, the order generally cannot be cancelled or changed, except where required by law.
Damaged, defective, or incorrect orders
If your product arrives damaged, defective, misprinted, or materially different from what you ordered, please contact us within 14 calendar days of delivery.
Include:
- Your order number
- A description of the problem
- A photograph of the entire product
- Clear close-up photographs showing the issue
- Photographs of the packaging
- A photograph of the shipping label
Please keep the product and all original packaging until the claim has been resolved. Do not mail the product back without contacting us first.
After reviewing the evidence, we will determine the appropriate resolution. Depending on the circumstances and applicable law, this may include:
- A replacement
- A corrected reprint
- A full or partial refund
- Another appropriate remedy
You will not be charged to replace a product confirmed to be damaged, defective, misprinted, or incorrect.
What is not considered a defect
The following are generally not considered defects:
- Minor color differences between a screen and the finished product
- Minor variations caused by printing materials, fabric texture, canvas texture, or manufacturing processes
- Slight differences in image placement or cropping within standard production tolerances
- Natural variations in wood grain or frame finish
- Customer-supplied spelling or information printed as submitted or approved
- Normal wear, improper care, misuse, or accidental damage after delivery
If a variation is substantial or the product is materially different from its description, contact us for review.
Lost or delayed packages
Estimated delivery dates are estimates and may be affected by production demand, carrier delays, weather, customs processing, or other circumstances outside our direct control.
If an order has not arrived by the latest estimated delivery date, please contact us within 14 calendar days so we can investigate with the carrier and fulfillment provider.
For packages marked “delivered,” please first:
- Confirm the shipping address on your order.
- Check with household members and neighbors.
- Look around entrances, mailrooms, reception areas, and other safe delivery locations.
- Contact the local carrier for additional delivery information.
A package marked delivered is not automatically considered lost. We will review the tracking information and available carrier evidence before determining the appropriate resolution.
Incorrect or incomplete addresses
Customers are responsible for providing a complete and accurate delivery address.
We are not responsible for orders that are delayed, returned, or delivered incorrectly because of an address entered incorrectly at checkout.
If a package is returned because of an incorrect address, incomplete address, refusal, or failure to claim the package, additional shipping charges may be required before it can be sent again. Original production and shipping charges may not be refundable.
If you notice an address error, contact us immediately. Address changes cannot be guaranteed once fulfillment has begun.
Returns and return authorization
Do not send a product to the return address shown on its shipping label. That address may belong to a fulfillment facility that does not process customer returns.
Contact support@printworksbynorton before returning anything. Unauthorized returns may not be received or processed.
If a return is authorized, we will provide instructions and the applicable return address.
Refunds
When a refund is approved, it will be issued to the original payment method.
After a refund has been issued, it may take approximately 5–10 business days to appear, depending on the customer’s bank or payment provider.
Original shipping charges are generally non-refundable unless:
- The order was damaged, defective, or incorrect;
- The package was confirmed lost;
- We authorize a shipping refund; or
- Applicable law requires the shipping charge to be refunded.
If an order contains multiple products, a refund or replacement may be limited to the affected product.
International consumer rights
Nothing in this policy limits rights that cannot be waived under the laws applicable to the customer.
For eligible non-personalized products shipped to customers in the United Kingdom, European Union, or another jurisdiction that provides a statutory withdrawal right, customers may have the right to notify us of cancellation within 14 days after delivery.
Clearly personalized, custom-made, or made-to-order products may be excluded from that withdrawal right under applicable law.
For an eligible statutory return:
- Contact us before sending the product back.
- The product must be returned in substantially unused condition.
- The customer is responsible for return postage unless the product is faulty, we agree otherwise, or the law requires us to pay.
- Tracked shipping is strongly recommended.
- Any required refund will include the applicable standard outbound delivery charge, but generally not the additional cost of upgraded or expedited shipping.
- Refunds will be processed within the period required by applicable law.
Customers in Australia and other jurisdictions retain all mandatory consumer guarantees and remedies for products that are faulty, unsafe, materially misdescribed, or otherwise fail to meet applicable legal standards.
Sale items and promotions
Purchasing an item during a sale or promotion does not remove any rights relating to damaged, defective, incorrect, or misdescribed products.
Voluntary change-of-mind returns are not accepted solely because a product’s price later changes or another promotion becomes available.
Contact us
To request assistance, report a problem, or ask about a return, contact:
PrintWorks By Norton
Email: support@printworksbynorton
Website: https://printworksbynorton.com
Please include your order number in all correspondence.
Updated: July 23, 2026