At We Custom Packaging, every order is produced to the customer’s approved specifications. Because custom-printed and made-to-order packaging cannot normally be resold, it is important that all dimensions, materials, quantities, artwork, colours and finishing details are checked before production is approved.
Order Approval
Production begins after the quotation, order details and artwork proof have been approved. Approval confirms that the supplied design, wording, spelling, dimensions, structure, colours and finishing instructions are correct. Changes requested after production has started may not be possible and may result in additional charges or a revised delivery schedule.
Custom and Personalised Products
Custom-made, personalised and printed packaging is produced specifically for each customer and is therefore not eligible for return because of a change of mind, an incorrect size supplied by the customer, an approved artwork issue or a preference change after approval.
Damaged, Defective or Incorrect Orders
If an order arrives damaged, materially defective or different from the approved specification, please contact us within 48 hours of delivery. Include the order number, a clear description of the issue, photographs of the affected products, photographs of the outer packaging and the quantity affected. Please keep all products and delivery packaging while the claim is reviewed.
Minor variations that are normal in printing and manufacturing—including small colour, cutting, folding, alignment or material variations—do not normally constitute a defect. On-screen colours can also differ from printed colours. Where exact colour matching is required, a physical proof or recognised colour reference should be agreed before production.
Claim Review and Resolution
We may ask for samples to be returned or made available for inspection. If a verified manufacturing error, material defect, shortage or incorrect item is attributable to us, we will provide an appropriate resolution. Depending on the circumstances, this may be reproduction of the affected quantity, replacement, a partial refund, account credit or a full refund for the verified affected items.
Cancellations
Cancellation requests should be made immediately. If design, proofing, material purchasing, tooling or production work has already begun, costs already incurred may be deducted from any amount returned. Once custom production is substantially underway or complete, cancellation and refund may no longer be available.
Refund Processing
Approved refunds are returned to the original payment method unless another method is agreed. Processing times depend on the payment provider and bank. Delivery charges are refundable only where required by law or where the complete order is verified as defective or incorrect due to our error.
Contact Us
To request a review, use the Contact Us page and provide your order number and supporting evidence. We will assess the claim fairly and respond with the next steps.