1. Custom Orders Are Final
Because every order is produced specifically for your brand, custom packaging is generally non-returnable. We mitigate this by sending you a digital proof for written approval before production starts. Please review proofs carefully — once approved, production becomes final.
2. Manufacturing Defects
If your order arrives with a manufacturing defect — wrong dimensions, misprint, missing finish, etc. — we will reprint or refund at our discretion. Email photos and your order number within 7 days of delivery.
3. Cancellations
- Before artwork approval: full refund.
- After artwork approval, before production: partial refund (deduction for setup and proofing time).
- After production starts: cancellation is generally not possible.
4. Refunds
Approved refunds are processed within 5–10 business days to the original payment method. Bank or card processing time may add 2–5 additional days for the funds to appear.
5. Return Process
For approved returns due to defect, we'll provide a prepaid return label. Please pack the items securely and ship within 7 days of receiving the label.
6. Exclusions
Returns or refunds do not apply when:
- Boxes match the approved digital proof exactly
- Color variations fall within standard CMYK tolerance
- Damage results from improper storage after delivery
- The customer made an error in submitted artwork or specifications
7. Contact
Need help with a return or refund? Email sales@hellocustomboxes.com with your order number and we'll respond within one business day.