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Refund Policy

How returns, refunds, and reprints work on custom-printed orders.

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Overview

We want you to be satisfied with every order. Because most of our packaging is custom-made to your specifications, our refund and return policy differs from standard retail. Please read this policy carefully before placing an order.

7-day window
Report shipping damage or production defects within 7 days of delivery.
Custom orders
Made-to-order items are generally non-returnable once approved.
We make it right
Defective or misprinted runs are reprinted or credited at our discretion.

Eligible returns

Returns or replacements may be approved when:

  • The product has a production defect not present on the approved proof (e.g., misprint, wrong material, structural failure)
  • The shipment arrived damaged due to carrier handling — documented with photos within 7 days
  • We shipped the wrong product or quantity versus your approved order
  • A stock/sample item (non-custom) is returned unused in original packaging within 14 days

Custom orders

Custom printed boxes, pouches, mailers, and rigid packaging are manufactured specifically for your brand. For this reason:

  • Custom orders cannot be cancelled once production has started
  • Approved proofs are considered final — color, copy, and layout errors approved by the customer are not eligible for refund
  • Minor color variation (±5%) and dimensional tolerance (±2 mm) are within acceptable print standards

Before you approve: Review your proof carefully. Request a physical sample or press check for critical color matches on large runs.

Return process

To initiate a return or quality claim:

  1. Email info@wecustomboxes.com within 7 days of delivery with your order number
  2. Include clear photos of the issue — outer carton, inner packaging, and the defect
  3. Our quality team will review and respond within 2 business days
  4. If approved, we will arrange a reprint, partial credit, or return shipping label as applicable

Do not discard or destroy product until your claim is reviewed unless we instruct otherwise.

Refunds

Approved refunds are processed to the original payment method within 5–10 business days after claim resolution. Shipping charges are non-refundable unless the error was ours.

Partial refunds may apply when only a portion of an order is defective or when a mutually agreed settlement is reached.

Damaged shipments

Inspect deliveries on arrival. Note visible damage on the carrier’s delivery receipt when possible. Hidden damage must be reported within 7 days with photos of the outer shipper, inner packing, and affected units.

We work with you and the carrier to file claims and arrange replacements for transit damage beyond normal handling.

Contact

For return or refund requests:

Have a quality concern on a recent order?

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