Returns & Refunds Policy
When reprints, replacements and refunds apply to custom packaging orders — claim windows, what qualifies, and how to raise a claim.
Last updated: 26 July 2026
The short version
Everything we make is custom-manufactured to your approved specification, so it can't be restocked or resold — which means we can't accept returns for change of mind. But if we get something wrong, we fix it: defective, damaged or incorrectly produced orders are reprinted, replaced or refunded.
What qualifies for a reprint, replacement or refund
- Products materially different from the approved proof (wrong size, wrong material, wrong print)
- Manufacturing defects — structural failures, delamination, misregistered or illegible print
- Damage in transit (report with photos of the packaging and contents)
- Defective units exceeding the industry-standard tolerance for a run
What doesn't qualify
- Change of mind, over-ordering, or no longer needing the product
- Errors that were visible on the proof you approved (spelling, layout, dimensions, barcode content)
- Minor color variation between screen, proof and production — inherent to CMYK printing (see our Terms)
- Quantity variation within the ±5% overs/unders tolerance
- Delays caused by carriers or customs (see Shipping & Delivery Policy)
How to raise a claim
Email info@boxaurapackaging.com within 7 days of delivery with your order reference, a description of the issue, and clear photos (for transit damage, include the shipping carton). For defect claims we may ask you to return a small number of units or hold the stock for inspection — please don't dispose of the order until the claim is resolved.
How we resolve it
Verified claims are resolved, at our reasonable discretion and in discussion with you, by: reprint of the affected quantity (most common), replacement, partial refund proportional to the affected units, or full refund where the order is unusable. Approved refunds are issued to the original payment method within 5–10 business days of resolution.
Statutory rights
Nothing in this policy affects your statutory rights in respect of faulty goods under applicable consumer law (including the Consumer Rights Act 2015 for UK consumers).
Contact
Claims and questions: info@boxaurapackaging.com.
Frequently asked questions
Can I return my order if I changed my mind?
No — every order is custom-made to your approved specification and can't be restocked or resold. Returns apply only to defective, damaged or incorrectly produced orders.
How long do I have to report a problem?
7 days from delivery. Email info@boxaurapackaging.com with your order reference and photos — for transit damage, include photos of the shipping carton too.
What happens after I raise a claim?
We verify it (sometimes asking you to hold the stock or return a few units for inspection), then resolve it by reprint, replacement, partial refund or full refund depending on the impact. Refunds reach you within 5–10 business days of resolution.
Need a packaging quote?
Browse the catalog or send one RFQ with sizes, materials and print notes.