This policy governs the full customer journey with Aquile Superior Prints, from placing an order to receiving and accepting the final product. It covers payment, design, production, colour, quality, delivery, installation, and returns. Every customer is bound by this policy from the moment payment is made.

Our products include cartons, paper bags, kraft bags, printed packaging, banners, buntings, backdrops, branded stationery, flyers, business cards, calendars, exercise books, carbonless forms, promotional items, Spin and Win Wheels, banner stands, and other printed or off-the-shelf merchandise. Specific terms vary depending on whether a product is custom-made, ready-made, or hybrid, as defined in this document.

Our products fall into three categories, and different rules apply to each. Understanding which category your product falls under before placing your order will help avoid confusion later.

• Custom-made products: Items produced specifically to your specifications, including all printed materials, branded packaging, and personalised merchandise. These are made exclusively for you and cannot be resold.
• Ready-made products: Standard stock items sold as-is without any modification, such as Spin and Win Wheels, banner stands, and similar off-the-shelf items.
• Hybrid products: Items that can be ordered either as a standard ready-made unit or as a personalised product with custom printing or branding applied. A banner stand ordered without a printed banner is ready-made. The same stand ordered with a custom-printed banner fitted is custom-made. The applicable rules are determined by which version was ordered.

Where these categories are not explicitly stated on your order confirmation, contact us to clarify before payment.

 

PART A — ORDERING AND PAYMENT

 

1. Placing an Order

• Orders may be placed through our website at aqsprint.com, via WhatsApp on 0913 588 8084, or by email at aquileprints@gmail.com.
• An order is confirmed only after payment is received and acknowledged by us.
• Before placing an order, review your specifications carefully. Payment confirms that you are ready to proceed with the details as agreed.

Do not pay until you are certain of your size, quantity, material, design, and delivery requirements. Payment is your confirmation that you are ready to proceed.

 

2. Payment

• All prices are quoted in Nigerian Naira (NGN). The price confirmed at the time of your order applies to that transaction.
• Website orders require full payment at checkout via Paystack. We accept debit cards, credit cards, and bank transfers through the Paystack interface.
• Off-website orders are paid by direct bank transfer to our FCMB account. Details are provided upon order confirmation. After transfer, send proof of payment via WhatsApp before production begins.
• Work begins immediately after payment is confirmed. There is no cooling-off period on custom print orders.
• Prices on the website are subject to change. The price at the time of your confirmed order is binding for that transaction.

Bank transfer details: Account Number 6735082011, Account Name: Aquile Superior Enterprise, Bank: FCMB. Always verify you are paying the correct account. We are not responsible for transfers sent to the wrong account.

 

3. Order Cancellations

• Orders cannot be cancelled after payment is confirmed. Production begins immediately.
• If production has not started and we approve a cancellation as an exception, 25% of the amount paid is retained as an administrative fee. The remainder is returned within 7 to 10 working days.
• If production has begun, no refund is issued. The full amount is forfeited.
• We do not accept cancellations due to change of mind, postponed events, or revised budgets.
• If we cancel an order on our end, the full amount paid is refunded within 7 to 10 working days.

 

4. Changes to an Order

• Any change to an approved order, including size, design, quantity, material, finishing, or delivery method, must be submitted in writing via WhatsApp or email.
• If production has not started, we may accommodate the change. Any price difference is charged before production resumes.
• If production has started, the original order proceeds as approved. The change is treated as a new order and charged in full.
• A change request does not pause the current order. Production continues until a written agreement on the change is confirmed by both parties.

 

PART B — DESIGN AND PRODUCTION

 

5. Design Approval

Design approval is the most critical step in the order process. Once you sign off on a proof, you take full legal and financial responsibility for all content within it.

• We print exactly what you approve. We do not re-read approved files for errors after sign-off.
• After approval, we are not responsible for spelling mistakes, wrong names, wrong dates, incorrect phone numbers, wrong addresses, missing information, incorrect logos, or any layout decision.
• All approvals must be given in writing, either via WhatsApp, email, or through our website. Verbal approvals are not accepted.
• Our design team checks files before sending for your approval, but final responsibility rests with you once approval is given.
• If a typographical or content error is spotted after approval but before printing has started, notify us immediately in writing. We will correct it only if production has not yet begun. If printing has started, a correction is a new paid job.

Check every word, number, date, and detail in your proof before approving it. Once you approve, we print. We cannot be held responsible for content you signed off on.

 

6. Customer-Supplied Files

• If you supply your own design files, you are responsible for their quality and correctness.
• We are not responsible for low resolution images, incorrect bleed settings, wrong dimensions, missing fonts, wrong colour modes, or any other file preparation issue supplied by the customer.
• Files must be supplied in the correct format and at the correct resolution. Our file requirements are available on request.
• Submitting a file for printing confirms that you own the right to reproduce all content in that file. See our Terms and Conditions for the legal implications of submitting third-party content.

 

7. Colour Accuracy

Colour is the most frequent source of customer disputes in the printing industry. Please read this section carefully before placing your order.

• Every screen, monitor, and mobile device displays colour differently. What you see on your device is not a guaranteed representation of the printed result.
• Print uses the CMYK colour system. Screens use RGB. These produce different results, and the difference can be visually significant, especially for bright, neon, or saturated colours.
• Minor shade differences between your screen view and the printed output are a normal and accepted characteristic of print production. They are not a defect and are not grounds for a refund or reprint.
• If exact colour matching is essential to your job, you must request and pay for a physical proof before full production begins. The approved physical proof then serves as the binding colour reference.
• Without a paid physical proof on file, we are not liable for any colour variation between the approved digital design and the final printed product.
• Corporate, brand, or Pantone colours must be specified in writing at the time of order. Do not assume we will match a colour based on a logo file alone.

If your brand colour is critical, tell us at the start. Requesting an exact colour match after you have seen the final print is not grounds for a complaint.

 

8. Quantity Tolerance

• A tolerance of plus or minus 5% applies to all print orders. An order of 1,000 copies may deliver between 950 and 1,050 copies.
• A shortfall within this tolerance range is not a defect and will not be refunded or reprinted.
• If the shortfall falls outside the 5% tolerance, we will reprint the deficit at no charge or issue a proportional credit.

 

9. Production Defects and Quality Claims

• All quality claims must be reported within 24 hours of delivery or pickup. Claims reported after this window will not be accepted.
• Every claim must be supported by clear, unedited photographic or video evidence. Claims without evidence will not be processed.
• If the defect is caused by our production process, we will reprint the affected items at no additional cost.
• If the defect is caused by customer-supplied files, approved designs, or customer instructions, the cost of reprinting is borne by the customer.
• Items that have been used, distributed, installed, or displayed before a defect claim is made are considered accepted. No claim will be entertained after that point.
• We will not accept claims based on subjective preference, such as expecting a different result than what was shown in the approved proof.

 

10. Wrong Item Delivered

• If you receive an item that is clearly different from what was ordered and approved, do not use, distribute, or install it.
• Photograph or video the item and its packaging immediately and report to us within 24 hours via WhatsApp or email.
• We will compare the item against your approved order record. If the error is ours, we reprint and redeliver at no cost.
• If the item received matches the approved design and you simply changed your mind, this is not a wrong order.

 

PART C — DELIVERY

 

11. How We Deliver

• No order is dispatched without full payment confirmed. Cash on delivery is not available.
• Lagos deliveries are handled through rider apps. Fees and timing depend on rider availability, distance, traffic, and weather at the time of dispatch.
• Interstate deliveries are sent via road or air transport through parks and courier companies. The delivery fee is confirmed at the park before dispatch. Transport fare to the park is paid by the customer.
• Delivery fees are not fixed. They are confirmed at the time of dispatch and communicated to you before we send.

 

12. Delivery Timelines

• Lagos: same day to 24 hours after dispatch, subject to rider availability.
• Neighbouring states (Ogun, Oyo, Rivers, Abuja, and similar): 1 to 3 business days after dispatch.
• Other states: 2 to 5 business days after dispatch.
• Delivery dates are agreed before production begins. Customer-side delays, including late file submission, late approval, or delayed payment, shift the delivery date by an equivalent period.
• We are not responsible for missed events, failed launches, or any consequential business loss arising from a delivery delay, whether caused by us, a courier, or any external factor.

If your event or launch date is fixed, state it clearly in writing at the time of order. We will advise on a realistic timeline. We are not liable for losses where delivery missed an event due to external factors or customer delays.

 

13. Delivery Exceptions and Undelivered Parcels

• A delivery exception occurs when a courier is unable to complete delivery due to an inaccessible address, no one available to receive, or a courier-side failure.
• We will notify you as soon as we are informed and pass on the reason from the courier.
• You must respond with updated instructions within 24 hours, or the parcel will begin its return journey.
• If the parcel is returned to us, we will calculate a reshipping cost and send a payment link before reattempting.
• If your tracking shows delivered but you have not received the parcel, check with your receptionist, security, or neighbours first. If still not found, contact us and we will request a Proof of Delivery from the courier, which takes 3 to 5 business days.

If a returned parcel is not claimed within 30 days of arriving back at our facility, it will be forfeited and no refund will be issued.

 

14. Incorrect Address

• It is your responsibility to provide a correct and complete delivery address at the time of order.
• If a delivery fails because of an incorrect or incomplete address supplied by you, any redelivery cost is borne by you.

 

15. Delays and Force Majeure

• We are not responsible for delays caused by power failure, supplier issues, bad weather, flooding, fuel scarcity, road accidents, public holidays, government restrictions, elections, civil unrest, or any event outside our control.
• In such cases we will notify you promptly and fulfil your order at the earliest available opportunity. No refund or compensation is payable for force majeure delays.

 

PART D — INSTALLATION

 

16. Installation Terms

• Full payment must be received before installation begins.
• Our team will arrive at the agreed time and wait a maximum of 30 minutes on site. Installations are scheduled alongside other jobs and the team cannot wait beyond this window.
• A decision maker or a representative with full authority to approve placement must be present throughout. Do not send someone who cannot make final decisions.
• The representative on site is responsible for directing the placement, height, and positioning of all installed items. Instructions given on site are treated as final.
• Once installation is complete, the work must be inspected and approved on site before our team departs.
• After on-site approval is given, complaints about placement, height, or positioning will not be accepted. Any subsequent adjustment requires the customer to bear the full cost of our team returning, including logistics and labour.
• The site must be ready and accessible at the agreed time. If our team arrives and must leave because the site is not ready, the customer bears the cost of rescheduling and return transportation.

Sending a representative without authority to approve will cause delays and additional costs that the customer will bear. The decision maker must be present.

 

PART E — RETURNS AND REFUNDS

 

17. When Returns Are Accepted

Category 1 — Custom-Made and Personalised Products

Custom-made products are produced exclusively to your specification. Because no other customer can use them, returns are accepted only in the following circumstances:

• The outer packaging or product was physically damaged in transit, and this was reported at the point of delivery.
• The item delivered is clearly and materially different from what was ordered and documented on your confirmed order record.

Returns are not accepted on custom-made products for any of the following: change of mind, colour variation within acceptable print tolerances, errors in customer-supplied files, or dissatisfaction where the product matches the approved design.

Category 2 — Ready-Made and Stock Products

Ready-made products are standard items sold without any modification or personalisation, such as Spin and Win Wheels and unbranded banner stands.

• Ready-made products may be returned within 48 hours of delivery or pickup, provided the item is unused, unassembled, in its original condition, and in its original undamaged packaging.
• A return request must include proof of purchase and clear photographic evidence of the item and packaging at the time of the request.
• Returns are not accepted for ready-made products that have been used, assembled, displayed, or show any signs of use or handling beyond basic inspection.
• If the return is approved, a refund will be issued within 7 to 10 working days, minus any delivery fees already incurred. The customer bears the cost of returning the item to us.
• Change of mind returns raised more than 48 hours after delivery or pickup will not be accepted.

Category 3 — Hybrid Products

Hybrid products can be ordered as either a standard ready-made unit or as a personalised product with custom printing or branding applied. The applicable return rules depend entirely on which version was ordered and confirmed.

• If ordered as a ready-made unit with no personalisation applied, the return terms for Category 2 apply.
• If ordered with any form of custom printing, branded graphics, or personalisation applied, the product is treated as custom-made and the return terms for Category 1 apply.
• The version ordered is determined by your confirmed order record at the time of payment. If there is any ambiguity, we will refer to the written order confirmation on file.

If you are unsure whether your product is being treated as ready-made or custom-made, ask us to confirm in writing before payment. Once payment is made, the product category is fixed.

 

18. Damaged Packaging on Arrival

• If packaging shows visible damage when the rider or courier hands it over, do not accept the delivery.
• Photograph the damaged packaging immediately, while the rider is still present.
• Send the photo to us on WhatsApp before or at the same time as rejecting the delivery.

Accepting a visibly damaged package without reporting it at the point of delivery removes your right to a replacement based on transit damage.

 

19. Damage Found After Opening

• Report damage within 24 hours of receiving your order.
• Do not use, distribute, or install the item before reporting.
• Provide clear photographic or video evidence. An unboxing video significantly speeds up the resolution process.
• Reports without evidence, or made after 24 hours, will not be eligible for a replacement.

 

20. Refunds

Refunds are issued only in the following circumstances:

• We cancelled the order on our end before production began.
• We produced an item materially different from the approved design, confirmed against order documentation.
• A cancellation before production was approved by us in writing, with a 25% administrative retention.

Refunds are not issued for any of the following:

• Change of mind or postponed events.
• Colour variation within normal print tolerances.
• Errors in customer-supplied files or approved designs.
• Delivery delays caused by the customer or third-party couriers.
• Subjective dissatisfaction where the product matches the approved design.
• Items that have been used, distributed, installed, or displayed.

Approved refunds are processed within 7 to 10 working days to the original payment method or bank account.

 

21. Reorder Credits

• If you cancel to place a different order, we may transfer the amount as a reorder credit at our discretion.
• Credits are non-transferable, carry no cash value, and expire 90 days from the date of issue.

 

22. Pickup and Storage

• Completed jobs must be collected within 7 days of notification that they are ready.
• Uncollected jobs after 7 days are forfeited. No refund is issued. We do not have the storage capacity to hold items beyond this period.
• If you need more time, contact us within the 7-day window. We will try to accommodate where space allows.

PART F — MARKETING USE AND COMPLAINTS

 

23. Marketing Use of Completed Work

• We may photograph and use completed jobs for marketing, display, and promotional purposes on our website, social media pages, adverts, and portfolio.
• We will not share your personal or business information, only visuals of the completed product.
• If you do not wish your job to appear in our marketing materials, inform us in writing before production begins.

 

24. How to Raise a Complaint

• Contact us within 24 hours of receiving your order via WhatsApp on 0913 588 8084 or email at aquileprints@gmail.com.
• Include your order reference, a clear description of the issue, and photographic or video evidence.
• We will acknowledge within 24 hours and provide a resolution timeline.
• All resolutions are based on documented order records, design approvals, payment confirmations, and delivery evidence. Verbal accounts without documentation will not override records.

 

OUR CONTACT NUMBERS

Reach us via call or WhatsApp on any of the following numbers:

0913 588 8084    0916 767 1990    0703 740 7765    0706 354 0567

0805 705 3244    0913 294 1419    0902 995 6113    0703 388 7475

Email: aquileprints@gmail.com    Website: aqsprint.com

By making payment for any order with Aquile Superior Prints, you confirm that you have read, understood, and accepted this policy in full. This document should be read alongside our Terms and Conditions of Use.

Enquiries: 0913 588 8084  |  aquileprints@gmail.com  |  aqsprint.com