Custom packaging is made to your specification and printed with your artwork, so it cannot be resold to anyone else. That is why we focus on getting it right before production (with dielines, artwork checks and proofs) and why we stand behind what we produce with a reprint guarantee.
Our reprint guarantee
If your order has a production defect or does not match the proof you approved, we will reprint the affected items or refund the affected portion of your order, at our option and at no extra cost to you.
Examples covered:
- Printing errors that differ from the approved proof (wrong artwork, missing elements, major color shifts outside normal tolerances)
- Cutting, creasing or gluing defects that make boxes unusable
- Wrong material, size, finish or style compared with the approved specification
- Shortages beyond the quantity tolerance stated in your quote
- Damage in transit (please note damage on the delivery receipt)
What is not covered
- Errors that were visible in the proof you approved (spelling, barcodes, layout, dimensions, colors specified in the file)
- Small color variations within normal printing tolerances, and differences between screen colors and print
- Differences between a physical sample and production that are within normal tolerances
- Fit problems when the dimensions approved in the proof were correct to the specification
- Damage caused by improper storage (humidity, heat, crushing) or handling after delivery
- Packaging used for purposes or loads beyond its specification
- Change of mind, a changed design or a discontinued product
Tip: Proof approval is your most important check. Read every word, scan every barcode and confirm every dimension before approving.
How to report a problem
- Email hello@custompacka.ing within 7 days of delivery.
- Include your order number, a description of the issue, photos (close-up and wide, plus carton labels) and the number of affected units.
- Keep the affected packaging until we confirm next steps. We may ask you to return samples or a portion of the order.
We review claims promptly, usually within two business days, and agree a resolution with you: a reprint (prioritized in production) or a refund for the affected portion.
Returns
Because custom packaging is made to order with your branding, we do not accept returns for change of mind. Unprinted stock items or sample kits that are unused and in original condition may be returned within 14 days of delivery when stated in the product description; return shipping is at your cost unless the item was faulty.
Cancellations
- Before proof approval: you can cancel at no cost.
- After proof approval but before production starts: you may be charged for work already done (for example plates, dies or materials purchased).
- After production starts: orders generally cannot be cancelled; contact us immediately and we will tell you what is possible.
Digital products
Digital downloads are delivered immediately and are generally non-refundable. If a file is faulty or not as described, contact us within 14 days and we will fix it or refund you.
Pro membership
You can cancel Pro at any time; access continues until the end of the paid period. Payments already made are not refunded except where required by law.
Contact
Email hello@custompacka.ing with your order number. We are here to make it right.
