As a member of my local BNI chapter, I am reminded by the commercial lawyer in the group that we need terms and conditions for label printing and everything else that we do. Whilst I agree with this sentiment, I am comforted by the knowledge that an invoice for goods produced and delivered still constitutes a contract.
Renton’s Labels does things a little differently from other label printing companies. Our main focus is on helping our customers. I know that other companies have a primary focus of protecting themselves. Hence, you commonly see complex terms and conditions which are difficult to understand.
Instead, our preference is to offer a 120% Money Back Guarantee – something that is unmatched in the label printing industry. Our guarantee is that if you are not totally happy with your product labels or any other printing we do for you, then you can contact us within 60 days for a full refund plus 20%. Alternatively, if you prefer, we will pay for one of our competitors to print your labels for you.
We offer this guarantee because we believe that the risk should not be borne by the customer. If a customer chooses to get their product labels from Renton’s Labels, then this customer has trusted us to help them get their products to sale with an important part of that process, i.e. the labelling.
What Can Go Wrong With Label Printing?
A lot can go wrong with label printing. I understand why our competitors have such stringent terms and conditions. Label printing companies such as ourselves have no control over where the labels are used and for what purpose. That would apply to many products. For example, the service industry is dominated by industries where the onus is on the individual to use the services properly.
- A gym owner cannot guarantee the member will get fitter.
- The weight loss company cannot guarantee the client will lose weight.
- The business coach cannot guarantee the business owner’s profits will increase.
The success or otherwise of these services depends at least in part on the actions of the individuals so these businesses have strong terms and conditions to make sure they are not at fault if results are not achieved for the client.
Now, when it comes to label printing, the success or otherwise of the labels depends on what the customer is doing with those labels. Hence, we have a simple clause in our quotes which goes along these lines.
“Due to the many variations of container surfaces and sizes, we cannot guarantee the adhesion of the label on a product unless we have tested the labels for your product in a controlled environment over a 72 hour time frame. Please feel free to send a sample product to our office for testing – Renton’s Labels, PO Box 888, Seven Hills NSW 1730.”
It really means that the labels will only do what they are supposed to do, i.e. stick to the surface to which it is applied, if the right stock is used. Hence, there are important questions you must ask your label printing company. These evolve around describing where the labels are going, what product is being sold and what conditions the labels are exposed to.
There are many label printing companies that just print what is being asked and if that is what is done, then these businesses will need strong terms and conditions to cover for many complaints. We still receive a lot of business from companies that act in this way.
The best practice is to actually talk to your client or email a list of questions so both the client and the label printing company can be certain of the conditions under which the labels will be used.