As a company producing promotional gadgets, we understand that sometimes situations arise where a product does not meet expectations. In this post, we will show when a complaint is justified and will be accepted, and when it is not, illustrating this with concrete examples from our practice.
We do our best to avoid complaints. The most important document is the visualization, where we mark errors and potential issues that may not print correctly. Please read the visualization carefully and follow the guidelines to avoid mistakes.
Our graphic designers carefully review files and meticulously provide feedback on elements that, according to their knowledge and experience, may not look good on the final product. The files are returned for corrections, and if the client decides to proceed with printing despite the unaddressed feedback, the responsibility for the final print passes to the client, and such complaints will not be accepted.
1. Missing element on the final product
A complaint is justified when an element visible in the visualization is missing on the final product (for example, if it was accidentally removed during production preparation).
2. Incorrect PANTONE color
Choosing a color from the Pantone palette provides the highest likelihood that the print will match the project as planned. If the color turns out to be a completely different number than the one the client ordered, for example due to a color number mistake, the complaint is justified.
3. CMYK color is unsatisfactory
To ensure that the color is exactly as in the design, it is best to use the Pantone palette. We only accept CMYK color complaints if a sample has been ordered in advance. The sample is valid for up to 30 days before ordering.
❌ UNFOUNDED CLAIM
4. Color does not match the sample
If a sample was produced and the final color differs from the approved sample, the complaint is accepted, and we will reproduce the order at our expense.
✅ FOUNDED CLAIM
5. PANTONE color delta greater than 8
Pantone color reproduction works 100% accurately on paper. Sublimation on textiles has slightly more limitations, such as ink absorption, material composition, temperature, and humidity. Therefore, a slight color deviation is considered normal. We measure it with a spectrophotometer, and if the delta exceeds 8, the complaint is justified. A delta below 8 is almost invisible, and such complaints are not accepted. We explain how we mesure color in this post.
✅ FOUNDED CLAIM
6. Colors on the final product are not visible due to low contrast
Printing becomes unreadable if adjacent colors have too low a contrast. The concept of low contrast is very subjective and depends on the context. When color shades are very similar or have the same/similar saturation level, there is a risk that the graphic will be invisible on the final product. The visualization always includes a note from the graphic designer with a warning. If this feedback is not implemented in the design, we do not take responsibility for the final print.
7. White color is blurred
In sublimation, the white color is actually the background, meaning the material itself. Blurring of white (white being tinted by an adjacent color) occurs when highly saturated colors are used in a graphic with line widths at the lower limit of the acceptable minimum. In sublimation, there is always a risk of white being tinted, but thicker lines in a logo are safer. Minimum visibility requirements for logos/text depend on the product being ordered and are indicated in the visualization.
8. Logo is unreadable
On every product visualization, we provide information about the minimum text size (in points for the Arial font) and the minimum line width (in millimeters). Printing on material differs from printing on paper due to fabric weave and texture. Some materials, such as mesh, require a significantly enlarged logo to remain readable. If the graphic designer’s note is ignored, the complaint is not justified.
❌ UNFOUNDED CLAIM
9. White lines due to files without bleed
Files must always include bleed. The bleed size varies depending on the product, and information about its dimensions is provided in the visualization. A complaint is not justified if white strips appear on the final product due to improper bleed dimensions after ignoring the warning on the visualization.
10. Graphic placed within the safe area in the visualization was cut off on the final product
On our visualizations, we mark areas where graphics can be safely placed without risk of being cut. If a graphic is shifted outside this area, the complaint is fully justified.
11. Final product shows visible pixels
Some designs are not suitable for bitmap use at all (e.g., logos flattened with background, graphics with resolution below 300 dpi, line widths in the graphic not meeting the product’s minimum requirements). When such an order is received, we provide instructions on the visualization about the correct file format. A complaint is not justified if visible pixels appear on the final product due to using a bitmap, despite the warning on the visualization.
12. Spelling mistakes, typos
The responsibility for providing correct content lies with the client. Our graphic designers do not check spelling.
13. Graphic shift on a ribbon within the standards shown in the visualization (depending on the product)
Each product has a specific value of possible shift that may occur during sublimation. These values are shown on the visualization in percentages or millimeters. A complaint is justified if the shift exceeds the standard specified for the product in the visualization.
14. Graphic outside the safe area was cut off (at the client’s request)
Sometimes we receive files with elements extending beyond the safe area, which is intentional, so we do not adjust it. This can happen, for example, with photo printing. There are also cases where we need to rescale a graphic (e.g., due to missing bleed), resulting in elements that were within the safe area in the design ending up outside it. If something is outside the safe zone, we always indicate this and send it for approval.
❌ UNFOUNDED CLAIM
