Print Online : Terms & Conditions

1.0 Orders
2.0 Pricing / Delivery
3.0 Artwork File
4.0 General Expectation on Printing Outcome
5.0 Colour Disclaimer (Litho Offset)
6.0 Order Refund / Reimbursement
7.0 Privacy Policy
8.0 Contact Us

Before signing up or making a transaction with One Heart Print through (herein referred the “Site” or “Website”) which is provided and managed by ONE HEART PRINTING SDN. BHD. (herein referred to as “OHP”, “we”, “us” or “our”) please read the following Terms and Conditions carefully.

OHP reserves the right to amend these member terms and conditions any time, with or without prior notice to customers (herein referred to as “Customers” or “Members”). As a customer, it is your responsibility to know and periodically update yourself on these terms and conditions so as to fully understand your member rights and privileges.



1.1 OHP reserves the right to reject any order that does not comply with the standard product specifications for output set by OHP.

1.2 Once an order is submitted to OHP, it is considered a purchase. An order in the process stage (i.e, “Pending”, “Preflight “, “Print” or “Delivery” status indicated in the Track Order page) cannot be cancelled or changed. (Refer to our clause 6.0 Product Refund / Reimbursement Policy).

1.3 Customer may be required to amend and resend artwork file to OHP. This must be done within 30 working days after “Pending” notice is given by OHP. Or else the order will be considered null and void. The order amount will be refunded back to customer.

1.4 OHP does not provide colour proofing or proofreading services. However, we do provide Contract Proofing which is an optional service.

1.5 Artwork file will be stored on our servers up to a maximum of 6 months from the date of order.


2.1 Services, products and pricing are subject to change from time to time.

2.2 All goods are delivered to customers by OHP’s appointed courier service company chosen by customer.

2.3 Goods delivered to customers are packed according to OHP’s standard packing. Once goods have left our facility, they are no longer the responsibility of ONE HEART Printing Sdn. Bhd. If there are any discrepancies in the print quality or quantity of goods, customers are advised to contact OHP Customer Service for feedback and complaint.


3.1 All artworks should be saved into individual files according to each order.

3.2 Due to the different colour system on various monitors, printed colour of end product may differ from what appears on screen. Therefore OHP will not be responsible for colour discrepancies in the end product as a result of member’s reliance on the said colour displays on screen.

3.3 OHP uses international colour measurement standards (densitor / density) and has a process colour combination tolerance of ± 0.10 density. While we do not guarantee exact colour match of your artwork or reprints, we endeavour to minimize colour inconsistency in output across orders.

3.4 To avoid delays or inconveniences, customers are advised to check and ensure all artworks comply with all OHP standard specifications, setting and format.

3.5 Preflight Process Before ordering, all artwork file will be inspected before printing process begin.

3.6 Unless otherwise agreed, customers are required to make the necessary corrections to their rejected artwork file as required. OHP will not accept responsibility for any consequences that may arise as the result of customer’s failure to make the necessary corrections.

3.7 Job Pending Cases In the event OHP detects that customer’s submitted artwork for printing does not comply with OHP artwork setting standards:

3.7.1 OHP will put that particular order in the “Pending” list, which means the job is on hold until correction is made by the customer. OHP will inform customer of the problem via email within 2 hours after receiving order. (Orders that are submitted after the cut off time will only be screened the following working day, and if a problem is detected, pending notice will be forwarded to customer).

3.7.2 After job pending notice is sent, customer is required to resend artwork through web or FTP, email or third party file hosting eg: sendspace, yousendit, mediafire, bigupload, divshare, adrive, transferbigfiles & etc.. customers are given a grace period of 30 days from receiving job pending notice to correct and complete order. (Note: delivery date of order will now depend on when correction is received by OHP.)

3.7.3 If there is no response or no correction is made by customer within 30 working days after the issuance of pending notice, OHP will not proceed with print process and the order will be void. The paid amount will be refunded to customer.

3.7.4 If customer insists on proceeding with printing without making recommended corrections highlighted, customer does so at his/her risk. OHP cannot be held responsible for outcome of printout.

3.7.5 If a customer makes an error while placing his/her order (e.g:accidentally submitting the same order twice), customer is required to inform OHP Customer Service immediately. OHP will not be responsible for any consequences arising from customer’s failure to inform customer service immediately.

3.8 Artwork sent must be in a single layout. Any imposing of the artwork will be done by OHP.

3.9 No changes can be made to the artwork once submitted to OHP for printing. Only amendments required to correct and complete pending jobs will be accepted.

3.9 OHP shall not be held responsible for any copyright infringement of artwork content.

3.10 OHP reserves the right to reject any job/artwork that is deemed to contain offensive literature or images.

3.11 Customer shall agree to all the additional terms and conditions stated in each Product Specification, General Artwork Preparation Guides and the Artwork Preparation Guides for each product.


4.1 Colour reproduction or accuracy is generally subject to the limitations of gang-run printing method. Therefore, the accuracy of colour reproduction is NOT guaranteed as stipulated in our Colour Disclaimer (clause #8).

4.2 OHP assures you that the colour reproduction & consistency of every piece of your product printed in the same batch will meet DeltaE 8 requirements. We cannot be held liable for colour variations between jobs printed in different batches at different ordering periods.

4.3 Tolerance of the cutting edge for:

Litho Offset : ± 0.5mm

Digital Offset : ± 1.0mm

4.4 Printed surface dotted with dirt shall not be more than 1 dot per 5cm2 and the dot shall not be bigger than 0.3mm.

4.5 While OHP will take every caution when handling pressure sensitive materials like carbonless copy paper (NCR), we cannot guarantee that they will be completely free of markings after print.

4.6 For product with die-cutting, tolerance of cutting for:

Litho Offset : ± 0.5mm

Digital Offset : ± 1.0mm

4.7 Any rejection for product related to the Default Security Tinting (confusing design) will not be accepted.

4.8 For reverse printing artwork, all wording that consist font size ≤ 5pts and without BOLD, must add outline to reduce the wording blurry problem. OHP shall not bear the consequences on the wording blurry due to small font size.

4.9 For Litho Offset printing, maximum total ink coverage must not more than 240%.Too much ink coverage may cause set off problem. Hence, customers shall notice this risk and OHP shall not be held responsible for set off problem cause by total ink coverage is over 240%.

4.10 OHP shall not be held responsible for any Overprint setting in your artwork. OHP shall not bear the consequences of the printing outcome. Hence, please do the self-check for any unwanted Overprint setting in your artwork.

4.11 Folding Finishing: When the folding finishing is applied to paper products like Loose Sheet, Money Packet, Booklet, etc., the folding pressure may cause slight paper cracks along the folding line. These cracks will look more noticeable on solid colours. This issue is unavoidable as it is a result of the nature of the paper fibres. Therefore you agree that OHP shall not be held responsible for this issue and this issue cannot be accepted as a reject.

4.12 Tolerance for Creasing and Folding is ±1.0mm.

4.13 Tolerance for Hole Punching is ±0.5mm.

4.14 OHP will not held responsible for scanning failure if artwork with scanning code (QR Code, Bar Code, etc).

4.15 There are differences in printing outcome between different paper material due to the unique character of each material.


In order to provide a cheaper end cost to our members and a quicker turnaround of the printed matter, OHP groups together CMYK work. This form of printing referred to as “gang-run printing” or “batch printing” is used for the printing of OHP’s standard products, and marginal variations are to be expected from one print run to another. As such, while we take great effort to match colours as accurately as possible, we cannot be held liable for these marginal colour variations or inaccuracies in the printed matter which may be more evident in reprints. A 100% exact colour match is not possible. The most accurate means of colour matching entails printing the job in isolation (entire-run print) as a stand alone job. This means of printing should be supported by contract proofing and will result in the print cost of the job being significantly greater.


If you are not satisfied with any product, please e-mail Customer Service within 7 working days of receiving your order. Please include your order number and reason for dissatisfaction. If you have not received your order within the specified delivery time, please contact Customer Service not later than 7 working days from the date of the specified delivery time. Our Customer Service department will review your complaint and work with you to meet your expectations.

PLEASE NOTE: We will only reprint or refund the cost of any print job that fails to meet the conditions under the General Expectation on Printing Outcome (Terms & Conditions, clause 4.0). However, we are not responsible for typing, image, or design errors introduced by customers in the artwork/document creation process. In an effort to keep costs down and pass those savings along to our customers, OHP does not review artwork/documents for content or spelling. In no way shall either OHP Corporation Sdn. Bhd. or its subsidiaries, officers, directors, shareholders or employees be liable for any special incidents, indirect or consequential damages, mistakes or rejects of any kind whether or not the party has been advised of the possibility of such damages or rejects arising out of or related to an customer’s action(s). The terms and conditions constitute all terms and agreements relating to customers while using OHP service.


7.1 OHP collects name and address, telephone, email address, user name and password for every sign ups. This provides us with default details for your order processing and sets up security – viewing of your account details, designs and order history is password protected. You can edit your account details and email address at any time.

7.2 Personal data collected and/or processed by OHP may include but not be limited to the following purposes:

  • To communicate with you;
  • To inform you of our products and services;
  • To respond to your queries;
  • To send you promotional material;
  • To comply with regulatory bodies or other government authorities in compliance with requirements under the law or towards the detection or prevention of crime and/or fraud;
  • For any other purposes that is required or permitted by any law, regulations, guidelines and/or relevant regulatory authorities.

7.3 We collect information to process your order, guide and enhance your online and mobile experience and to supply you with information in which you have expressed an interest. Also, to help you choose the right product and design to suit your purpose/business we ask you to make selections and choices – only the design details are collected if you choose to save or order.

7.4 All credit card details entered by customer are over a secure link with a direct merchant system operated by our appointed merchant. They retain details of the credit card transaction and not OHP. Customers are required to enter required details for each purchase to be successful.

7.5 In order to assist you with your printing requirements, and tailor our service to your needs we may ask for feedback about your business and any information you may require. Supply of this information other then those that state otherwise is optional and not mandatory. All this data will be stored for the purpose of effectively meeting your needs.

7.6 Security – Access to your account data is password protected.

7.7 Cookies – We use cookies to personalise your interface with the site. They are small packets of data stored by your browser on your computer’s hard drive to identify yourself to us. Your browser may have a feature to disable cookies or you can delete them if you wish and your interface will not be severely restricted.

8.0 Contact Us

We are interested in your feedback and comments regarding OHP products and service. Feel free to reach us through “Contact” page on our website. If you have any questions about these Terms, please contact us at sales[at] © Copyright 2015 – 2020, ONE HEART Printing Sdn. Bhd. All rights reserved.

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