Return, Refund & Reprint Policy
At CustomBoxesOptionsTM we work hard to deliver packaging solutions that exceed your expectations. Because most of our products are custom made based on your unique specifications, traditional returns and refunds are limited. However, we are committed to fairness and customer satisfaction. If there is an issue that is clearly our responsibility, we will do our best to correct it, quickly and professionally.
This policy applies to all orders placed on CustomBoxesOptions.com. Please read it carefully before placing your order.
1. Custom Products Are Final Sale
All custom packaging orders are considered final sale once production begins. This includes boxes with:
- Personalized logos
- Custom dimensions
- Unique prints or artwork
- Special material requirements
Because these products are built to your specifications, they cannot be restocked or resold to another customer.
This aligns with standard industry practice: since packaging is tailor made, returns are generally not accepted unless a verified defect exists.
2. Eligibility for Refunds or Reprints
You may be eligible for a refund, reprint or replacement only in the following situations:
1. Manufacturing Defects
If your order arrives with:
- Incorrect dimensions
- Missing panels or parts
- Structural defects
- Significant printing errors (not matching your approved proof)
These are considered defects caused by production errors. To qualify, you must report them within 3 business days.
2. Transit Damage
If boxes arrive damaged due to shipping (crushes, tears, water damage), you may request a reprint or refund within 3 business days of getting the delivery, subject to inspection.
3. Incorrect Fulfillment
If the order delivered is materially different from the product you approved, for example, wrong quantity, wrong material or incorrect finishes, we may offer a reprint or refund.
Important: Customer requested design changes after proof approval do not qualify for refund or reprint.
3. How to File a Claim
To request a review for a refund or reprint, you must:
- Notify us within 3 business days of receiving your order.
- Send an email to:
Email: Support@CustomBoxesOptions.com - Include in your message:
- Order number
- Clear photos or video evidence of the issue
- Brief description of the defect or problem
Claims made after this 3 business days window cannot be accepted.
In most cases, visual evidence is sufficient, we do not always require you to send back the physical product. But in some cases we may request you to send back the delivered products for inspection and resolution.
4. Verification & Resolution
Once we receive your claim, our team will:
- Review the photos / videos and order details
- Confirm whether the issue falls under this policy
- Respond within 2 to 5 business days
If the issue is verified, we will offer one of the following:
- A free reprint or replacement of the affected items
- A partial or full refund (rare, only when replacement isn’t possible)
Refund amounts will never exceed the original amount you paid for the defective item.
5. Conditions That Are Not Eligible
The following do not qualify for refunds or reprints:
- Errors in the artwork you approved
- Spelling mistakes or design errors introduced by the customer
- Minor color variance (±5%)
- Normal size tolerance (±1–2 mm)
- Damage after delivery due to mishandling or improper storage
- Change of mind after order approval
These exclusions are consistent with how custom packaging suppliers structure their policies to protect both the customer and the business.
6. Pre-Print Approval Responsibility
Before production begins, we will send a final digital proof for your review and approval.
It is your responsibility to review and confirm:
- Artwork
- Dimensions
- Text and spelling
- Colors and layout
- Material choices
- Finishing options
Once you approve the proof, we will proceed with production. Any issues arising after proof approval that were visible on the approved file will not qualify for reprint or refund.
7. Return Shipping Costs
If physical return of defective products is required for verification, return shipping is normally at the customer’s expense unless we confirm the defect is fully on our side. If so, return shipping costs may be reimbursed or credited towards your reprint.
8. Cancellation before Production
You may cancel your order before proof approval and production start.
If you cancel at this stage:
- A cancellation fee may apply
- A portion of your payment may be retained to cover design work or processing
(please refer to our Terms & Conditions)
Once production has started, cancellation is not allowed.
9. Replacement & Reprint Timeline
If your claim is approved, 99% of the product has to be returned in order to qualify reprinting within 10 business days after delivery. Reprint timelines may vary based on workload and order complexity, but most are completed within 7–14 business days after verification. Urgent orders have extra charges which are non-refundable.
10. Communication Support
We are committed to responsive customer service.
For any inquiries about returns, reprints or refunds, please contact us:
Email: Support@CustomBoxesOptions.com
Include your order number and photos so we can assist you promptly.
11. Final Sale & Custom Nature
Because your packaging is custom made specifically for your business, most orders are considered final. This balanced policy protects both your rights as a customer and our ability to deliver high quality, tailored products reliably.