Refund Policy

1. Overview

At Custom Packaging Plus, every product is custom-manufactured to your exact specifications. Due to the bespoke nature of our products, all sales are final once production has begun. We do not accept returns or offer refunds for custom products except in cases of manufacturing defects or errors on our part.

This policy outlines the conditions under which refunds or reprints may be issued, the process for requesting one, and the timeframes involved.

2. Eligible for Refund or Reprint

You may be eligible for a refund, reprint, or credit if any of the following apply:

• Manufacturing Defects: Structural damage, missing panels, incorrect assembly, or material defects that compromise the product's function
• Printing Errors: Incorrect artwork, colors, logos, or text that do not match the approved digital proof
• Wrong Product: You received a product that differs from what was ordered (wrong size, material, style, or finish)
• Dimensional Errors: Products that fall outside the stated +/- 5% tolerance and do not fit the intended use
• Shipping Damage: Products damaged during transit (must be reported within 7 business days with photographic evidence)

3. Not Eligible for Refund

The following are not eligible for refund or reprint:

• Errors in customer-approved artwork (spelling mistakes, layout issues, design errors)
• Change of mind after order confirmation and proof approval
• Products that have been opened, used, altered, or stored improperly
• Minor color variations within the industry-standard 90% color accuracy tolerance
• Minor dimensional variations within the +/- 5% manufacturing tolerance
• Dissatisfaction with the aesthetic appearance that matches the approved proof
• Orders cancelled after production has commenced
• Design files submitted by the customer that resulted in poor print quality
• Quantity overruns or underruns within the +/- 5-10% industry standard

4. How to Request a Refund or Reprint

To request a refund or reprint, follow these steps:

1. Contact Us: Email us at [email protected] or call us at +1 205-671-4188 within the timeframe specified below.
2. Provide Details: Include your order number, date of purchase, and a detailed description of the issue.
3. Submit Evidence: Attach clear photographs and/or video showing the defect or error. For printing issues, include a photo of the approved proof for comparison.
4. Wait for Review: Our quality control team will review your claim within 3-5 business days and respond with a resolution.
5. Return (if required): If requested, return the defective products for inspection. Returns must include at least 99% of the original order quantity in unused condition.

5. Reporting Timeframes

All claims must be reported within the following timeframes from the date of delivery:

• Manufacturing Defects: 7 business days
• Shipping Damage: 7 business days
• Wrong Product Delivered: 7 business days
• Printing Errors: 7 business days

Claims reported after these timeframes may not be accepted. We encourage you to inspect your order promptly upon receipt.

6. Resolution Options

For valid claims, we offer the following resolutions at our sole discretion:

6.1 Free Reprint (Preferred)

We will reprint the defective items at no additional cost. Reprints are produced with the same specifications as the original order and are typically completed within 7-14 business days after claim approval. This is our most common resolution.

6.2 Partial Refund

If a full reprint is not feasible or only a portion of the order is affected, we may offer a partial refund based on the severity and extent of the defect. The refund amount will not exceed the original order value for the affected items.

6.3 Full Refund

Full refunds are rare and are issued only when the entire order is defective and cannot be reprinted. Refunds are processed to the original payment method within 5-10 business days after approval.

6.4 Store Credit

In some cases, we may offer store credit toward your next order as an alternative to a refund. Store credit does not expire and can be applied to any future order.

7. Order Cancellation & Refunds

If you wish to cancel your order, the following fees apply based on the stage of processing:

• Before Design Work Begins: Full refund minus administrative fees (up to 10%)
• After Design Work Begins (Before Proof Approval): 20% cancellation fee
• Within 24 Hours of Proof Approval: 50% cancellation fee
• After 24 Hours of Proof Approval: Order cannot be cancelled; full payment is non-refundable
• After Production Starts: Order cannot be cancelled under any circumstances

Cancellation requests must be submitted in writing via email. Verbal requests are not accepted. Credit card processing fees (typically 3%) are non-refundable.

8. Return Shipping

If a return is required for inspection, you are responsible for return shipping costs unless the defect is confirmed to be a manufacturing error on our part. In such cases, we will reimburse reasonable return shipping costs or provide a prepaid shipping label.

Products must be returned in their original, unused condition and packaging. We recommend using a trackable shipping method, as we are not responsible for items lost in return transit.

9. Quantity Tolerance

In accordance with standard printing and packaging industry practices, we reserve the right to ship within a +/- 5-10% margin of the quantity ordered (overrun or underrun). This is an industry-standard tolerance and does not qualify for a refund or reprint.

If your order is short by more than 10%, please contact us within 7 business days with photographic evidence of the received quantity, and we will address the shortage.

10. Proof Approval Responsibility

It is your responsibility to carefully review the digital proof before granting approval. Once you approve the proof, Custom Packaging Plus is not liable for any errors that were visible on the approved proof, including:

• Spelling or grammatical errors
• Incorrect dimensions or layout
• Color choices or design placement
• Missing or incorrect information

If precise color matching is critical, we strongly recommend ordering a physical (hard) proof before approving full production.

11. Chargebacks

We encourage you to contact our support team before filing a chargeback with your bank or payment provider. Most issues can be resolved quickly through direct communication. Chargebacks filed in violation of this policy may result in:

• Permanent suspension of your account
• Dispute of the chargeback with supporting documentation
• Recovery of bank fees incurred due to unwarranted chargebacks

12. Contact Us

If you have any questions about this Refund Policy or need to file a claim, please contact us:

For additional information, please see our Terms & Conditions and Privacy Policy.