At Model Platform, every printed comp card, headshot, and other customized product is created specifically for the individual customer. Because personalized products cannot be restocked or resold, different return rules apply than they would for ordinary retail merchandise.
We stand behind the quality of our printing and production. If we make an error or your order arrives with a verified manufacturing, printing, fulfillment, or shipping-related problem, we will work with you to make it right.
This Returns & Refunds Policy explains when orders may be canceled, when reprints or refunds may be available, what is considered a production defect, and what you should do if there is a problem with your order.
1. Custom Products Are Final Sale
Printed comp cards, headshots, portfolio materials, and other personalized products produced by Model Platform are custom-made using photographs, text, measurements, contact information, layouts, and other specifications selected or provided by the customer.
Because these products are personalized and have no resale value, all custom printed products are final sale once they have entered production.
We do not accept returns or exchanges because of:
- Change of mind;
- No longer needing the product;
- Ordering the wrong quantity;
- Selecting the wrong finish or product option;
- Customer-provided spelling or typographical errors;
- Incorrect measurements, statistics, contact information, or résumé information supplied by the customer;
- Customer-selected photographs, cropping, positioning, layout, colors, fonts, or design choices;
- Duplicate orders placed by the customer; or
- Other information or design choices that appeared correctly in the approved proof.
Nothing in this policy limits any refund, replacement, cancellation, or other rights that cannot legally be waived under applicable law.
2. Review & Order Approval
Our Design Studio gives customers an opportunity to review their designs before completing an order.
Before approving your design and submitting payment, please carefully review all information, including:
- Names and professional titles;
- Model statistics and measurements;
- Agency or representation information;
- Email addresses, telephone numbers, websites, and social media information;
- Résumé information;
- Spelling and grammar;
- Photograph selection;
- Photo cropping and positioning;
- Front and back layouts;
- Print orientation;
- Quantity;
- Matte or glossy finish;
- Digital-file selections; and
- Shipping information.
By approving a proof and submitting your order, you confirm that you have reviewed the design and authorize Model Platform to produce it as shown.
If the finished product accurately reflects the proof you approved, an error or design choice visible in that proof generally will not qualify as a printing or production defect.
If the product you receive materially differs from the proof you approved because of an error by Model Platform or our production process, please contact us so that we can investigate and correct the issue.
3. Order Changes and Cancellations
We begin processing custom orders quickly after checkout.
If you need to change or cancel an order, contact us at support@modelplatform.com as soon as possible.
If production has not yet started, we may be able to make a change or cancel the order. However, changes and cancellations are not guaranteed.
Once an order has entered production, been submitted to our printing partner, or a customized digital product has been generated or delivered, the order generally cannot be canceled or changed.
Submitting a cancellation request does not mean that the order has been canceled. A cancellation is effective only after Model Platform confirms it.
4. Printing and Production Problems
If your printed order contains a verified production or fulfillment error, Model Platform will work to correct the problem.
Examples of problems that may qualify include:
- A significant printing defect;
- Pages, sides, or portions of the design printed incorrectly compared with the approved proof;
- The wrong product being produced;
- The wrong finish being supplied when Model Platform or our production partner caused the error;
- A significant quantity shortage;
- Items arriving materially damaged;
- A production error that makes a substantial portion of the order unusable; or
- Another verified error caused by Model Platform or our production or fulfillment partners.
Eligibility for a reprint, refund, or credit is determined after the issue has been reviewed.
5. What Is Not Generally Considered a Printing Defect
Commercial printing involves physical materials and production processes, and the appearance of a printed product may not be identical to its appearance on a computer, tablet, or mobile-device screen.
The following generally are not considered defects when they fall within normal commercial printing variation:
- Slight differences between colors displayed on a screen and colors in the printed product;
- Minor differences in color between separate print runs;
- Minor cutting, trimming, alignment, or placement variations inherent in commercial printing;
- Differences resulting from the quality, resolution, lighting, color, or composition of customer-provided photographs;
- Image softness, pixelation, or other quality issues caused by a low-resolution source image;
- Design choices approved by the customer;
- Spelling, grammar, names, measurements, résumé information, or contact details approved by the customer; or
- Differences caused by the customer’s display settings or device.
We make reasonable efforts to produce professional-quality results and accurately reproduce approved designs, but exact screen-to-print color matching cannot be guaranteed.
6. Reporting a Problem With a Printed Order
If you believe your printed order is defective, damaged, incorrect, or incomplete, please contact Model Platform within 5 business days of receiving your order.
Email:
support@modelplatform.com
Please include:
- Your full name;
- Your order number;
- A description of the problem;
- Clear photographs showing the issue;
- Photographs of the packaging if the shipment was damaged in transit; and
- Any other information that may help us investigate the problem.
Please keep the affected printed products and original packaging until your claim has been resolved.
We may request additional photographs, information, or return of some or all of the affected printed materials before approving a reprint, credit, or refund.
Failure to report a visible defect within the 5-business-day period may affect our ability to investigate the claim or obtain a remedy from the production or shipping provider.
7. Reprints, Credits, and Refunds for Verified Errors
If we determine that Model Platform or one of our production or fulfillment partners caused a qualifying error, we may provide an appropriate remedy, which may include:
- Reprinting the affected products at no additional charge;
- Correcting and replacing an affected digital file;
- Issuing a credit;
- Refunding the affected portion of the order; or
- Issuing a full refund when appropriate.
The appropriate remedy will depend on the nature and extent of the problem.
When we approve a reprint because of a verified production error, the replacement will normally be produced using the originally approved artwork and specifications unless a correction is necessary to resolve the verified issue.
Approved replacement orders resulting from our error will be shipped using an appropriate standard shipping method at no additional charge to the customer.
8. Digital Products
Digital products may include web-ready files, print-ready files, downloadable comp cards, digital headshots, or other custom digital artwork generated through Model Platform.
Because digital products cannot physically be returned, digital-product purchases are generally final once the customized file has been generated, made available, or delivered.
A digital purchase generally does not qualify for a refund because the customer:
- Changes their mind;
- No longer needs the file;
- Provides incorrect information;
- Approves an incorrect design;
- Selects the wrong digital option; or
- Experiences an issue with third-party software, printing equipment, or services outside Model Platform’s control.
If a digital file supplied by Model Platform is corrupted, inaccessible, materially different from the approved design, or otherwise contains a verified error caused by Model Platform, contact us and we will work to provide a corrected replacement file.
If we cannot provide the digital product you purchased, an appropriate refund may be issued.
9. Design and Photo Retouching Services
If Model Platform provides custom design, photo retouching, file preparation, or another personalized creative service, fees for work that has already begun or been completed are generally non-refundable.
If you believe a purchased service was not delivered as described or contains an error caused by Model Platform, please contact us so that we can review the work and determine an appropriate correction or other remedy.
Differences in personal or artistic preference do not necessarily constitute a defect when the service was performed according to the description, instructions, or approved proof.
10. Shipping Damage
If your order arrives damaged, please photograph the package before discarding the packaging whenever possible.
Please provide photographs showing:
- The outside of the shipping package;
- Any visible damage to the packaging;
- The affected printed products; and
- The shipping label, when requested.
Contact us within 5 business days of delivery so that we can investigate the shipment and, when appropriate, submit a claim with the shipping provider.
Please do not discard damaged products or packaging until we confirm that they are no longer needed for the investigation.
11. Lost or Missing Packages
If your tracking information shows that a shipment is delayed, lost, or otherwise experiencing a delivery problem, contact us at support@modelplatform.com.
We may work with the carrier to investigate the shipment before issuing a replacement or other remedy.
If tracking indicates that a package has been delivered but you cannot locate it, please first check:
- The delivery location shown by the carrier;
- Other household members or employees;
- Neighbors, reception desks, mailrooms, or building management where applicable; and
- Any delivery photograph or notice provided by the carrier.
Please contact us promptly if the shipment still cannot be located.
Replacement or refund eligibility for a package marked delivered will depend on the results of the shipping investigation and the circumstances of the delivery.
12. Incorrect or Incomplete Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address during checkout.
Please review your shipping information carefully before submitting your order.
If you discover an address error before shipment, contact us immediately. We will attempt to update the address if the order has not yet been transferred to the shipping carrier, but we cannot guarantee that an address can be changed.
If an order is returned, delayed, lost, or requires reshipment because the customer provided an incorrect or incomplete address, additional shipping charges may apply.
Shipping charges related to correcting a customer-provided address are generally non-refundable.
13. Shipping and Production Timeframes
Production and delivery estimates are provided in good faith based on normal production schedules and carrier transit times.
Shipping transit time is separate from production time.
Carrier delays caused by weather, service disruptions, customs processing, incorrect addresses, or other circumstances outside our reasonable control may affect delivery.
If Model Platform learns that we will be unable to ship an order within a promised shipping timeframe, we will provide notice and any cancellation or refund options required by applicable law.
If you are ordering for a casting, audition, photo shoot, event, travel date, or other deadline, we strongly recommend placing your order with sufficient additional time for production and possible carrier delays.
14. Expedited Shipping
When expedited shipping options are available, the selected shipping service generally refers to the carrier’s transit service after production is complete.
Selecting an expedited shipping service does not necessarily shorten production time unless the checkout process specifically states that expedited production is included.
Carrier delivery estimates are not guarantees by Model Platform unless expressly stated otherwise.
If you have a time-sensitive deadline, please contact us before ordering if you are uncertain whether your order can arrive in time.
15. Refund Processing
If Model Platform approves a refund, we will normally issue it to the original payment method whenever reasonably possible.
The time required for a refund to appear in your account may vary depending on your bank, card issuer, payment processor, and payment method.
Once we have submitted a refund to the payment processor, Model Platform cannot control how quickly your financial institution posts the credit to your account.
If only part of an order is affected, a refund may be limited to the affected product, service, quantity, or charge.
16. Promotional Codes and Discounts
If a refund is approved for an order that used a discount, coupon, promotional credit, or other offer, the refund will generally be based on the amount actually paid for the affected product or service after the discount was applied.
Promotional discounts generally have no cash value and are not refundable as cash.
17. Orders Model Platform Cannot Fulfill
In rare circumstances, Model Platform may need to cancel an order because of a production problem, unavailable product or material, technical issue, pricing error, inability to produce submitted content, suspected fraud, violation of our Terms of Service, or another issue that prevents us from reasonably fulfilling the order.
If Model Platform cancels an order before it is fulfilled, we will refund amounts paid for the canceled portion of the order as appropriate and as required by applicable law.
18. Satisfaction Guarantee
Our commitment to customer satisfaction means that we stand behind the quality and accuracy of the products we produce.
Our satisfaction guarantee applies to verified printing, manufacturing, production, digital-file, or fulfillment errors attributable to Model Platform or our service providers.
It does not mean that custom products may be returned because of a change of mind, personal preference, customer-supplied information, or design decisions that were accurately represented in an approved proof.
If there is a legitimate problem with your order, contact us. We want the final product you receive to accurately reflect the design you approved and the product you purchased.
19. Third-Party Production and Shipping Providers
Model Platform may use professional printing, production, fulfillment, and shipping providers to complete customer orders.
You do not need to contact our production partners directly if there is a problem with your Model Platform order.
Please contact Model Platform, and we will coordinate with the appropriate provider when necessary.
20. Your Legal Rights
This policy is intended to explain Model Platform’s standard policies for customized products, digital products, production errors, shipping issues, cancellations, and refunds.
Nothing in this policy excludes, restricts, or modifies any consumer right or remedy that cannot legally be excluded, restricted, or modified under applicable law.
If applicable law requires a cancellation, replacement, refund, or other remedy in circumstances not specifically described in this policy, Model Platform will comply with those requirements.
21. Contact Model Platform
If you have a question about an order, need to report a printing or shipping problem, or would like to request a cancellation before production begins, please contact us at:
Model Platform
Website: https://modelplatform.com/
Email: support@modelplatform.com
For an existing order, please include your order number in your message whenever possible.
For damaged or defective printed products, please contact us within 5 business days of receiving your order and include clear photographs showing the issue.
