Custom packaging is made to your specifications — your artwork, your dimensions, your finishes. Once produced, it is unique to your brand and cannot be resold. For this reason, most orders are non-returnable. This page explains exactly when a refund or replacement applies and how to request one.

Orders That Are NOT Eligible for Return or Refund

• Any order that has been printed, foiled, embossed, debossed or otherwise customised to your artwork
• Orders featuring your logo, brand name or bespoke design
• Custom die-cut or custom-shaped structures produced for your specification
• Orders placed during a special offer or promotion
• Orders where production has already started (we cannot recall printed material)

This covers the vast majority of what we produce. Please review your 3D digital proof carefully before approving — approval is your confirmation that the artwork, dimensions and finishes are correct.

When You CAN Request a Refund or Replacement

• Manufacturing defect: the order does not match the approved proof (wrong dimensions, wrong material, print misregistration, etc.)
• Damaged in transit: the parcel or contents arrived visibly damaged
• Wrong item shipped: you received a different order

To qualify, you must contact us within 7 days of receiving the order with:

1. Your order number
2. A written description of the issue
3. Clear photos showing the defect, damage or discrepancy (including a photo of the delivery packaging if damaged in transit)

Email everything to hello@designandpackagingpros.com. Our team will review within 2 business days and confirm the resolution — either a full or partial refund, a reprint at no charge, or replacement units, depending on the situation.

Cancelling an Order Before Production Starts

You may cancel your order any time before production begins. Contact us with your order number and we will process a refund, minus the payment processing fee charged by our payment provider — this fee is not returned to us and cannot be refunded.

Once production has started, cancellation is no longer possible.

Refund Timing

Approved refunds are processed to the original payment method within 5–10 business days. Your bank may take additional time to reflect the refund on your statement.

Questions

Email hello@designandpackagingpros.com. We aim to respond within one business day.