Refund & reprint policy

Summary

• Custom-made. Your packaging is made to order, so it generally cannot be returned for a change of mind.
• Cancel before production starts and we refund the order in full.
• Defects get fixed. If what arrives is materially different from your approved proof, damaged or the wrong quantity, tell us within 7 days of delivery and we will reprint or refund.
• Approved is approved. Mistakes in artwork you approved, such as typos or wrong barcodes, are not defects.
• Membership: contact us about a membership payment or voucher issue.

Cancelling an order

You can cancel for a full refund until production starts. That is while your order page shows “Order placed” or “Ready for production”. Email [email protected] with your order number. Once the order shows “In production”, materials have been cut and printed to your specification and it can no longer be cancelled or refunded, except as described under defects below.

Proofs and approval

We may ask you to approve a proof before production. Your approval confirms the artwork, text, sizes, colours and barcodes are correct. If you ask for changes instead of approving, we will send a new proof and production waits for your approval. After approval, we produce exactly what you approved, and we cannot refund or reprint because of an error in that artwork.

Defects, damage and reprints

What we will fix

Report any of the following within 7 days of delivery, with your order number and clear photos of the packaging and the outer carton:

• printing or construction that is materially different from the approved proof or your order (for example wrong size, cut or folds that do not close, missing or misregistered print);
• damage in transit; or
• the wrong quantity, beyond the tolerance below.

If we accept the claim, we will, at our choice, reprint the affected items at no charge or refund the affected part of the order. We may ask you to keep the goods until we have reviewed the photos. We may also ask for a sample to be returned at our cost.

Normal variation, not a defect

• Colours that look different on screen than in print, or vary slightly from batch to batch or between materials and finishes.
• A delivered quantity within 5% of the quantity ordered for printed runs.
• Small variations in size, fold or glue lines within normal manufacturing tolerance.

What is not covered

• Errors in artwork or text you approved or entered, including AI-generated text you did not check.
• Change of mind, or a box that does not fit the product because the size you entered was wrong.
• Delays or damage caused by carriers, customs or an incorrect address, which are handled with the carrier first.
• Wear, misuse or storage in damp or hot conditions after delivery.

Uploaded content and rights complaints

You promise that you have the rights to everything you upload and order (see the Terms). If a rights holder or authority objects to your content, we may pause or cancel production.

• If we cancel before production, we refund the order in full.
• If we cancel after production has started because Your Content infringes someone’s rights or breaks the law, the order is not refundable, and you remain responsible for resulting claims.
• If the complaint is withdrawn or found to be unfounded before we have cancelled, production resumes and no refund is due.

Membership and the print voucher

Contact [email protected] if you need help with a membership payment. A fully refunded membership ends its remaining benefits and stops renewal. If you were charged for a renewal you did not want, contact us within 14 days of the charge and we will refund it. The print voucher has no cash value. A cancelled, unpaid order, or an order that is fully refunded, releases its voucher for another eligible order while the membership is active.

How refunds are paid

Approved refunds go back to the original payment method through Stripe, normally within 5 to 10 business days depending on your bank. Where a reprint is offered instead, production restarts as soon as it is agreed. Taxes and shipping are refunded in proportion where they were charged.

How to make a claim

Email [email protected] with your order number, what is wrong and photos. We reply within 2 business days. You can also reach us from your order page. If you are a consumer, nothing in this policy limits rights you have under mandatory law where you live.