Refund & Returns Policy

Overview

Most packaging supplied by Custom Boxes Wholesale is manufactured to customer specification. Because of that made-to-order nature, once production begins, an order is generally treated as final unless a verified problem is found.

If there is a production fault, printing issue, or delivery-related damage, the matter should be reported promptly after receipt. Quick inspection is important because packaging claims are easier to assess when the goods are reviewed immediately and supporting evidence is still clear.

As a practical rule, customers should inspect their shipment as soon as it arrives and notify us without unnecessary delay if something appears wrong.

Eligibility for Review

A return, reprint, replacement, or refund review may be considered where there is a confirmed issue connected to production or fulfilment. This can include printing defects, manufacturing problems, goods that do not reasonably match the approved proof or confirmed specifications, or packaging that arrives visibly damaged in transit.

To review a case fairly, customers may be asked to provide order confirmation details, photographs of the issue, close-up defect images, shipment packaging evidence, or other reasonable proof that helps our quality team understand what happened.

Review does not mean automatic approval. Each case is checked against the approved artwork, production notes, and delivery circumstances.

Non-Returnable Cases

Because our products are custom made, some situations do not qualify for return or refund. This includes orders that were approved by the customer before production, customer-side artwork mistakes, spelling errors in approved files, minor colour differences that fall within normal print tolerance, and damage caused after delivery due to mishandling or improper storage.

Claims submitted too late may also be refused, especially where the delay makes it difficult to verify the original condition of the order at the time of delivery.

In short, if the final result follows the approved design and confirmed specification, the order will usually not qualify for refund simply because preferences changed later.

Refund & Reprint Process

Once a complaint is received, our team reviews the issue using the information provided by the customer together with internal production records. Where needed, we may ask for more photographs, batch details, or return inspection.

If the claim is accepted, the resolution may take one of several forms depending on the situation. In many cases, a reprint of the original approved job is the most practical remedy. In some cases, a replacement, partial credit, or refund may be considered where appropriate.

Refund timing can vary depending on the payment method, payment gateway, or banking process. Approval of a claim does not always mean the same resolution in every case.

Late or Missing Refunds

If a refund has been approved but the funds do not appear immediately, customers should first recheck the original payment method and then contact the relevant bank or card provider. Payment processors sometimes require additional time before a refund appears on a statement.

If sufficient time has passed and the refund still does not appear, customers should contact our support team so the matter can be checked against the original transaction reference.

Exchanges

Exchanges are generally considered only where the delivered packaging is defective, damaged, or materially inconsistent with the approved job. Exchange approval depends on the same review standards applied to other complaint cases.

If an exchange is authorised, our team will provide the next steps, including any evidence requirements, return instructions, or production confirmation needed before replacement work begins.

Return Shipping

If a return is authorised, customers will be given the appropriate return guidance by our support team. Return handling may depend on the type of defect, the volume of goods involved, and whether physical inspection is necessary.

Unless otherwise agreed, return shipping costs may remain the responsibility of the customer where the issue does not arise from our verified production error. Shipping charges already paid are generally non-refundable unless specifically approved.

For valuable or time-sensitive returns, using a tracked delivery method is strongly recommended so both parties have a clear delivery record.

Gift Orders

Where an order was purchased and marked as a gift, any approved resolution may be handled differently depending on how the order was billed and delivered. In some situations, store credit or equivalent adjustment may be considered once the returned goods are received and reviewed.

If the original purchase was not processed as a gift order, any approved refund will normally be returned to the original purchaser rather than the recipient.

Support Contact

If you need to report a delivery issue, suspected production defect, or refund-related concern, please contact our team with your order information and supporting images as early as possible after receiving the shipment.