We’ve Updated Our Terms and Conditions — Here’s What’s Changed and Why

Published: April 2026

Good news rarely leads a terms and conditions announcement. We’re going to try anyway.

Our Terms and Conditions of Sale were updated in December 2025 for the first time in several years. The changes were driven by two things: a legal refresh to reflect current UK consumer protection law, and an honest desire to make the document clearer and fairer for everyone who buys from us.

If you’ve been a customer for a while, you deserve to know what changed. This post explains it plainly.

Why We Updated Them

The old Terms and Conditions served us well, but they were written before several important pieces of UK consumer law came fully into force. The Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 both created new obligations for businesses — and rights for customers — that weren’t reflected in our original document.

Beyond the legal requirements, we also wanted the document to be easier to read. Legal language is necessary. Walls of impenetrable text are not.

What’s New — and Better for You

A Quick Reference Summary

The new T&C opens with a plain-English table covering the things most customers actually want to know: maximum delivery time, returns window, quantity tolerance, payment terms, and how to make a complaint. You shouldn’t have to read 3,000 words to find that information.

Consumer Rights Are Explicitly Protected

The old T&C treated all customers the same way. That worked well enough for businesses — which is the vast majority of who we deal with — but it wasn’t right for individual customers buying for personal use.

The new T&C makes a clear distinction. If you’re a consumer, your rights under the Consumer Rights Act 2015 are explicitly preserved throughout the document. We’ve marked the relevant sections clearly so you can find them. Those rights can’t be excluded or overridden, and we have no desire to try.

You Can Cancel Before Production Starts

This was always our practice, but it wasn’t written down as clearly as it should have been. The new T&C makes it explicit: you can cancel any order before it goes into production, with no cancellation charge. Artwork charges may apply if we’ve already started design work, but the print order itself? Cancel freely before the presses run.

Consumer customers also have cancellation rights under the Consumer Contracts Regulations 2013, which are now explicitly referenced.

Hardware Warranty Is Now Clearly Defined

We’ve always stood behind the hardware we sell, but the warranty terms were buried and vague. The new T&C states clearly:

• New hardware: 12 months warranty
• Refurbished (second-user) hardware: 3 months warranty
• TSC direct thermal print heads: 12 months or 26km of use, whichever comes first

No ambiguity. If it develops a fault within warranty, we’ll deal with it.

Changes to Terms Don’t Affect Orders Already Placed

This is the kind of thing you only notice when it matters — which is when it really matters. The new T&C explicitly states that any future changes to our terms will not apply retrospectively to orders you’ve already placed. The version in force when you place your order is the version that governs that order. That’s how it should work, and now it’s written down.

We’ve Been Transparent About Using Suppliers

If we use specialist subcontractors or third-party suppliers to fulfil part of an order — whether for finishing, specialist materials, or other services — the new T&C now says so explicitly. More importantly, it also says explicitly that we remain fully responsible for the quality and delivery of everything we supply to you, regardless of whether we make it ourselves. Our responsibility doesn’t diminish because a third party is involved.

What’s Changed That You Should Know About

We don’t want to hide anything. A few charges have been adjusted:

Artwork rate has increased from £45 to £60 per hour for work exceeding one hour, or where an order isn’t placed. This applies only when significant artwork preparation is needed — if you supply press-ready files, there’s nothing to charge.

Digital colour matching is now explicitly stated as a paid service at £100 per colour. Digital printing doesn’t include colour matching as standard — without it, colours can vary between runs as press conditions change. If consistency between batches matters to you and you’re not already on our colour matching service, it’s worth a conversation.

Admin charges for certain edge cases — specifically duplicate deliveries accepted back where the original delivery was valid, and non-faulty hardware returns where we agree to accept them — have been adjusted. These are unusual situations that most customers will never encounter. If you’d like the specific figures, they’re in the T&C.

The Part That Hasn’t Changed

The things that define how we work haven’t changed at all.

The price we quote you is the price you pay — it always has been, and it still is. We don’t give estimates that creep upward once we have your order.

We aim to despatch 80% of orders within five working days. For most customers, that’s not a legal commitment — it’s just what we do.

We answer the phone. We know your name. When something goes wrong, we sort it out.

None of that is in the Terms and Conditions, because none of it needed to be.

Where to Find the New Terms

The full updated Terms and Conditions of Sale are on our website at pid-labelling.co.uk/legal/terms-and-conditions/. They took effect from 1st December 2025 and apply to all orders placed from that date.

If you have any questions about the changes — or about anything else — call us on 01332 864895 or use the enquiry form and we’ll come back to you.