Refund and Reprint Policy

Every RojakLab order is printed and cut specifically from your artwork, so we cannot resell or restock it. That means we do not offer change-of-mind refunds once production has started.

We do stand behind our printing. If we got it wrong, we will put it right.

If you change your mind before we start printing, email hello@rojaklab.co with your order number as soon as possible. If production has not begun, we will cancel and refund you in full.

We usually start within one working day of payment, so please contact us quickly.

Tell us and we will reprint at no cost, or refund you if you prefer, when:

• The stickers are materially different from the artwork you supplied.
• There is a printing defect — smudging, banding, misregistration or visible marks.
• The cutting is wrong — cut in the wrong place, or the wrong cut type from the one you selected.
• The material or finish is not the one you ordered.
• The quantity is short.
• The parcel arrived damaged or the stickers were damaged in transit.
• Your order never arrived and the courier confirms it is lost.

These are not defects, and are not eligible for a free reprint:

• Mistakes in your own artwork — spelling, wrong logo, wrong version of a file.
• Blurry or pixelated results from a low-resolution upload. We warn you before payment when an image is too small for the size you picked.
• A size you chose that turned out smaller or larger than you expected. The printed size is the width you set.
• Anything you already approved on a proof.
• Slight colour differences between your screen and the printed stickers.
• Minor variations in cut position within normal production tolerance.
• Delivery delays caused by the courier, or a wrong address you supplied.

If you are unsure whether your artwork will print well, message us before ordering and we will take a look.

Contact us within 7 days of delivery at hello@rojaklab.co or +60 11-7117 9908, and include:

• Your order number, for example RL-260817-1234.
• What is wrong, in a sentence or two.
• Clear photos of the stickers and the packaging, in daylight if you can.

Photos matter — they are usually all we need to approve a reprint straight away. Please keep the stickers until the claim is resolved; we may ask you to return them, at our cost, so we can investigate.

• Refunds go back to the original payment method. We do not refund to a different card or account.
• Card payments are refunded through Stripe and typically appear within 5–10 working days, depending on your bank.
• Online banking (FPX) payments are refunded by bank transfer, which we arrange manually — we will ask you to confirm your account details.
• Where only part of an order is affected, we refund or reprint that part.

This policy sits alongside your rights under the Consumer Protection Act 1999 and other Malaysian law. Nothing here removes rights you have by law.

If you are not happy with how we have handled a claim, reply to us and ask for it to be looked at again — we would much rather sort it out directly.