Can a customer file a lawsuit to get money back for a print order she originally gave final approval for and decided she didn’t want anymore?

A customer ordered business cards, customer had us design them in front of her and oversaw every step of design process. Customer made changes as we moved forward. Our policy is to not begin printing process until customer views and approves final mock up. She viewed final mock up, not only on computer screen but we also printed a copy for customer to take. Customer approved everything and gave us the go-ahead to begin printing. Customer paid in full. We print customer order but decides to demand money refunded in full for not liking font size (size that customer asked for and approved).

Asked on October 20, 2011 under Business Law, California

Answers:

SJZ, Member, New York Bar / FreeAdvice Contributing Attorney

Answered 9 years ago | Contributor

From what you describe, there was a contract or agreement between you andn the customer, even if it was not written down in so many words: there was an agreement to provide certain services (design and print the cards) in exchange for payment, and the customer signaled her acceptance of the agreement by both approving the designs and telling you to move forward and also by paying.

In this case, as long as you honored your obligations--e.g. you used the approved font, font size, and design, to met the schedule, you met other quality standards, etc.--then the customer has no basis to ask for a refund unless you have voluntarily adopted a refund policy, which terms she meets. Otherwise, if you have done what you agreed to do, she cannot rescind the contract and get her money back.


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