Reprints and refunds
Misprints or damage reported within 10 days with photos are reprinted or refunded.
Need a price? Pick a parchment and a quantity; a written quote comes back within one business day.
What does the 10-day policy cover?
- Print that does not match the approved proof: wrong color against the Pantone reference, logo in the wrong place, missing or broken print.
- Sheets, rounds or liners cut to a size other than the one on the quote.
- Paper damaged in transit: crushed cartons, wet cases, torn or creased sheets.
- A short count against the quantity on the invoice.
- A coating or stock other than the one quoted, such as bleached delivered where unbleached was ordered.
- Reports made within 10 days of delivery with photos of the carton and the paper.
How do I report a problem?
- Photograph the carton, the label and the paper that shows the problem. A photo of a good sheet next to a bad one helps.
- Email the photos to info@theparchmentpaper.com with the invoice number within 10 days of delivery.
- Tell us how many cases are affected and whether you would rather have a reprint or a refund.
- Keep the cartons until we confirm the claim. We rarely need the paper back, but we may ask for a sample sheet.
- We confirm the claim in writing within one business day and start the reprint, or issue the refund, straight away.
What is not covered
Errors that were on the approved proof. If the typo, the color or the placement is on the PDF you signed off, the print is correct to the proof and a reprint is charged as a new order.
Color shift within trade tolerance on unbleached parchment. Kraft tone varies a little from batch to batch, and inks read warmer on it than on bleached white. Paper used past its heat limit, under a broiler or in contact with a heating element, is not a defect either.
How refunds are issued
A refund goes back the way the invoice was paid, for the affected cases or the whole order if none of it can be used. You see the amount in writing before it is sent.
A reprint runs on the normal 4 to 6 business day production time and ships free and tracked. If the problem was a miscut or a short count, we reprint only the shortfall.
Questions about reprints and refunds
What counts as a misprint on parchment paper?
Anything that differs from the approved proof: wrong Pantone color, logo in the wrong spot, missing or broken print, or print on the wrong side of the sheet.
Does the 10-day reprint window start at delivery or at dispatch?
At delivery. The tracking record shows the date the carton was signed for or left, and the 10 days run from there.
What photos do you need for a parchment damage claim?
The carton with its label, the damage itself and a sheet that shows the problem. A bad sheet beside a good one makes the claim quick to confirm.
Do I have to send the damaged parchment back?
Usually not. Keep the cartons until we confirm the claim; we may ask for a single sample sheet by mail.
Can I get a free reprint if I approved a proof with a typo?
No. An approved proof is the standard the print is checked against. We reprint it as a new order at the quoted price.
Is a slightly different kraft tone on unbleached parchment a valid claim?
No. Kraft tone varies within trade tolerance from batch to batch. A color that differs from the Pantone reference on bleached stock is a claim.
What if only part of a parchment case is miscut?
We reprint or refund the affected part. Tell us how many sheets or cases are wrong and we make up that number.
How long does a parchment reprint take to arrive?
4 to 6 business days in production, then 2 to 3 business days in free tracked delivery, the same as a new order.
Can I choose a refund instead of a reprint for bad parchment?
Yes. Say which you prefer when you report the problem. The refund goes back the way the invoice was paid.
Is parchment scorched in a 500°F oven covered by the reprint policy?
No. Paper used past its typical heat limit is not a defect. Silicone-coated is rated to about 450°F and Quilon to about 420°F.
Something else? Ask us on WhatsApp or call (503) 461-4788.
Tell us what you bake or wrap
Send the parchment, a size and a quantity, plus a logo if you have one. We reply in writing within one business day with a price and a free design proof. Prefer to talk? Call (503) 461-4788 or message us on WhatsApp.