Some Commonly Asked Questions & Answers

Artwork / Design

Do you offer artwork, editing or design services?
No, we do not offer any design services. The customer is responsible for providing ready-to-print artwork.

What file format should I use to save my artwork?
JPG/JPEG (in actual size) CMYK Colour mode. Please note that we prefer JPG/JPEG file formats in CMYK colour mode, if customer insist using any other file formats such as .ai, .psd, .png etc, we are NOT responsible for any loss or damage of images or artwork that occurs in conversions from any other file formats to JPEG file formats. Additionally, please ensure that your Ai file is complete and that all fonts are outlined and images are embedded. Any overprint settings need to be unticked.

What units of measurement should I prepare for the printing order?
We prefer sizes in mm. Our website has a size converter for your convenience.

How should I submit my designs?

Product size templates are template is available in “Additional Information” in every Product Page with actual size, bleeding and trimming line for your convenience. Download our product size templates and plug-in your artwork will make sure that you’re able to submit your artwork correctly according to format, so to reduce possibility of pending job which will increase the turnaround. After which you can upload the file (not exceeding 20MB). In any case should this exceed the file size, kindly email to cetakplus2024@gmail.com.

Colour Proof / Proof Check

Does CETAK PLUS provide artwork colour proof checking services before printing, and can the color of my printed product match 100% of the original colour of my artwork?
No, we do not provide colour guarantee or artwork colour proof checking services. If you wish to achieve the same colour as your screen, we cannot ensure that it will be possible. There will be no refunds or rejections for colour differences in the finished product.

[ONLY FOR WOOD PRODUCTS] If you require a colour proof (as we highly encourage), you need to order the exact same that you want to order and place an order through our website. Please note that even with a color proof sample, we cannot ensure that the repeat order will be 100% the same color as the sample. If you require exact colour matching and are not willing to accept any variation, please do not place an order.

Does CETAK PLUS will proof check your artwork before print?
NO. We cannot be held liable for any consequences in the event an artwork error goes undetected. Such as errors of missing font, missing linked file, CMYK over 250%, RGB color / Pantone colour, image less than 300dpi, line less than 0.25pts, font less than 8pts, less than 10% different for toning effect as well as grammar mistakes and object missing due to overprint setting.

Before placing your order, please double-check the artwork and ensure that it meets our requirements and guidelines. Make sure the file is in the actual size or proportionate to the order size. We will not check the file for any problems, such as blurriness, missing fonts, or incorrect size or colour mode. If there is a problem with the artwork that cannot be printed, you must resend the artwork that can be printed. If you cannot resend the artwork and request to cancel the order, the money can only be returned to the website funds and cannot be refunded to your bank account.

Cancellations / Returns

Can I cancel or change my order? (No refund or return after payment)
No, we do not allow cancellations, refunds, or exchanges of products once payment has been accepted. Customers must double-check their orders before placing them, as artwork cannot be changed after the order is placed, and the order is already arranged to be printed. CETAK PLUS will not entertain any cancellations, refunds, or exchanges due to a customer's change of mind.

Subject ONLY to confirmation by customer service(Whatsapp 019 775 9455) and ONLY IF your order is not yet in the printing process, we can cancel the order for you.

We will only accept cancellation requests if
- File doesn't met requirement/artwork problem and you cannot resend the printable artwork and you request to cancel
- After you place the order but the order hasn't been processed yet For all cancelled orders, the money can only be returned to the website funds can be used for the next order, and cannot be refunded to the bank account.
-The order item has gone out of stock.

We will only accept return requests if
- We delivered the wrong products to the customer due to our mistakes; you may return to exchange or we will assist to provide solution, refund is nonpermitted. Note: Please take note that we are not responsible for any damage caused during delivery as we will make sure the package is wrapped sufficiently and securely to avoid any damages.

We will NOT accept return requests if
- The printing outcome is not perfect, got lines, colour drops, dirt, stained with ink, etc
- The finishing outcome is not perfect, most of the finishing is cut and glued by hand, like joining, and cutting all will not be perfect, so it cannot be 100% perfect. Please look up Product / Printing Acceptance for more information.

We will NOT accept return requests if (specific for wood based products)
- The grains, colour and texture of wood is different.

- There are eyes (round or oval structures) on the surface of the wood. These rings are sometimes only exposed after sanding and the reprocessing process.

- We do not offer premium selected wood, hence we suggest the client should to order extra units to counter this issue.

Please look up Product / Printing Acceptance for more information.

Can we reject and request a refund or reprint if the colours don't match the original artwork from the screen?
No, the colour of the printed product may not be an exact match to the original artwork on your screen. The level of difference will depend on the machine's ICC, and the outcome may differ by 10% to 50% in colour range. Some sensitive colour prints may show more variation. This rule applies to paper print and will be compounded on wood print as the base colour of the wood is NOT WHITE and is almost always varied individually with various beige/brown colour.

Delivery

Can all of the orders be ready in 7 working days?
While we are committed to timely delivery, we cannot guarantee 100% punctuality due to factors such as weather, emergencies, or the quantity of your order. In some cases, the processing time may be extended. If your order is not ready after the timeframe stated on our website, please contact us via WhatsApp at 60197759455 to check on the status.

What are the cut-off times for urgent and normal orders?
Our cut-off time is 5pm. Therefore kindly ensure timely submission to achieve delivery dates.

Troubleshooting

What should I do if I'm unable to upload a file or add an item to the cart and it redirects me to the homepage?
If your file size is large, please upload a small size dummy file to place the order first. Then, please send your artwork to woodieartximpreme@gmail.com, rename the file with the product code + options + quantity, and include the order number in the email.

Custom Requests

Can I custom requests for my orders?
Yes, before placing the order, please WhatsApp 0198859455 to request a new quotation based on your enquiry. This process will take between 4-7 days, and will be subject to the feasibility of the request.

Can I place an order through email or by walking in?
No, we only accept online orders. For custom orders, please WhatsApp 0198859455.

Product / Printing Acceptance

What are the information regarding product materials should I be aware of before placing an order?

All materials are stated in the description and you will need to be aware of the following characteristics.

[PAPER BASED]

Do expect a slight difference (0-5%) in final printout if the paper stock used are different in ink absorption rate or colour. This is possible though rare.

[WOOD BASED]

Do expect difference in grain, colour and texture of each product.

One of the unique features of wood is its individuality. These differences also give wood its unique charm and character.

To understand the reason why the texture of wood is different, it is important to note that wood is highly influenced by factors such as the environmental conditions when the tree grows, the growth rate, the type of tree, and the structural characteristics of the wood. During its growth, each tree is affected by natural factors such as wind, rain, temperature, and sunlight to varying degrees. These factors will cause the internal texture of the wood to form different characteristics. This includes the wood grain and eye (ring) of the wood. Other factors that changes the variations in the wood include varying degrees of light, air humidity, pollution and chemical treatments during reprocessing.

Does CETAK PLUS guarantee all of the printed material sizes will be 100% accurate?
No. Finished goods may not be 100% accurate in actual size. Most materials will have a difference of 1-2mm due to different types of finishing and material sizes.

Return & Refund Policy

This refund policy was last updated on 14th May 2024.

At Cetak Plus, we strive to provide the best products and services to our customers. If you are not entirely satisfied with your purchase, we’re here to help.

1. Eligibility for Refunds

Refunds are applicable to products and services that are explicitly mentioned as eligible for refunds at the time of purchase. Some products or services may have specific refund terms and conditions, which will be clearly stated on the respective product/service page or in the purchase agreement.

2. Refund Requests

To request a refund, you must submit a refund request within [number of days] days from the date of purchase. You can contact our customer support team or send an email to cetakplus2024@gmail.com with the following information:

– Your name and contact details

– Order or invoice number

– Reason for requesting the refund

3. Refund Processing

Once we receive your refund request, we will review it to determine if you are eligible for a refund based on our refund policy and the specific terms and conditions applicable to the product or service. If your refund request is approved, we will initiate the refund process.

4. Refund Methods

Refunds will be processed using the original payment method used for the purchase. If the original payment method is no longer available or applicable, we may provide the refund through an alternative method agreed upon by both parties.

5. Refund Timeframe

The time it takes for you to receive the refunded amount may vary depending on factors such as the payment processor, bank processing times, and other external factors. We will make reasonable efforts to process the refund promptly and keep you informed of the progress.

6. Non-Refundable Items

Certain products or services may be non-refundable, and these will be clearly indicated at the time of purchase. Non-refundable items may include digital downloads, personalized or custom-made products, or services that have already been rendered.

7. Changes to the Refund Policy

We reserve the right to update or modify this refund policy at any time without prior notice. Any changes will be effective immediately upon posting the updated policy on our website.

8. Contact Us

If you have any questions, concerns, or requests regarding our refund policy, please contact our customer support team at cetakplus2024@gmail.com. We will be happy to assist you and address any issues you may have.