The Make-It-Right Guarantee — UCHANGE Promo

The Make-It-Right Guarantee is our written commitment to take responsibility for production errors that are on our end — at our cost, expedited, and without blaming you. It is Promise 4 of The UCHANGE Standard. This page documents exactly what it covers, how to invoke it, and what happens next.

What is covered

  • Print or decoration errors that deviate from the approved digital proof — wrong color, wrong position, wrong size, missed elements.
  • Product quality defects from manufacturing — broken stitching, cracked finishes, dented hardware, contaminated print.
  • Shipping damage that occurs during transit from our facility.
  • Missed in-hands dates caused by our production delay (subject to confirmed standard production timelines being respected on the quote).

What is not covered

  • Changes to the artwork or specifications requested after proof approval. (Send us your changes; we will quote them.)
  • Content errors that were present on the approved proof — typos in your tagline, the wrong tagline, a logo file you provided in the wrong color. (We will help you reorder at cost; we will not invoice you for the original error.)
  • Delays caused by carriers (we expedite or refund shipping cost; we do not pay third-party freight liability).
  • Misuse or normal wear over time on a delivered product.

What we will do

  1. Reprint at our cost. A replacement order is produced at the same specifications, free to you.
  2. Expedite to recover your in-hands date. If the original timeline was tight, we use rush production and overnight freight as needed, on us.
  3. Refund the affected units if a reprint cannot recover your timeline. In that case the refund is processed within five business days to your original payment method.
  4. Document the root cause internally so the same error does not happen on your next order.

How to invoke the guarantee

Email the project owner named on your quote, or write to sales@uchangepromo.com with the subject "Make-It-Right". Include:

  • Your order number or the project owner’s name.
  • A description of what is wrong.
  • If possible, two or three photos of the affected product, including a comparison to the approved proof.

You will be acknowledged within one business hour during business hours. A senior team member reviews the case the same business day and replies with a path forward — reprint, refund, or both.

What we expect from you

  • Notify us within seven days of receiving the order.
  • Keep the affected product available for documentation (do not discard it before we ask).
  • Approve the next step (reprint, refund, or other resolution) so we can begin recovery immediately.

The principle

If we drew the proof wrong and you approved a wrong proof, that is on us. If the press deviated from a correct proof, that is on us. The phrase "well, you approved it" is in our internal style guide as a forbidden response to a printing problem — we wrote about why in this article. Production accuracy is our job; we treat the proof as a tool for catching mistakes, not as a contract that transfers our mistakes to you.

Read the full UCHANGE Standard

The Make-It-Right Guarantee is Promise 4 of four written promises. The other three — transparent pricing, free proof before payment, and a real reply in about 17 minutes — work together to make the guarantee a fallback rather than a frequent need. Read all four promises here.