Last updated: July 20, 2026
Custom printed packaging is made to your specification and cannot be resold, so this policy is
narrower than for stock products. It explains when we reprint, refund, or cannot help.
Our Commitment
Every order is checked against the approved proof before it leaves our facility. If what arrives
does not match that proof, we will put it right.
When We Reprint or Refund
- Manufacturing defect — misprints, misregistration, cracked ink, incorrect die-cut or
faulty gluing. - Wrong specification — the delivered boxes differ from the approved proof in size,
material, stock weight or finish. - Transit damage — the shipment arrives damaged and this is reported with photographs
within 7 days of delivery. - Short delivery — quantity delivered falls more than 5% below the ordered quantity
(see the tolerance clause in the Terms).
What Is Not Covered
- Errors present in artwork you supplied and approved, including spelling and layout.
- Colour variation within normal commercial printing tolerance, or difference between a screen
proof and printed output. - A change of mind after proof approval, or ordering the wrong size when the proof showed the
dimensions supplied. - Damage caused after delivery by storage or handling.
How to Make a Claim
- Contact us within 7 days of delivery at sales@example.com
with your order number. - Send photographs showing the problem, including a shot of the full shipment and the carton
label. - Keep the goods until the claim is resolved — we may need them returned or inspected.
Resolution
Approved claims are resolved by reprinting the affected quantity at no charge, or by refunding
that portion of the order where a reprint is not practical. Reprints are prioritised in the
production schedule. Refunds are issued to the original payment method and typically appear within
5–10 business days.
Cancellations
Orders cancelled before proof approval are refunded in full. After approval, materials and press
time are committed; a partial refund may be possible depending on production stage.
Samples
Sample charges, where applied, are non-refundable but may be credited against a subsequent bulk
order.
Contact
For anything relating to this policy, contact
sales@example.com or call
(555) 010-8047.