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Last Updated: August 8, 2026
Custom Boxes Deals manufactures custom packaging according to customer-approved artwork, dimensions, materials, quantities, printing, finishes, and other specifications.
Because our products are custom-made for each customer and generally cannot be resold, they are not handled under a standard retail return policy.
This Return & Refund Policy explains when an order may be cancelled, when a return request may be made, how manufacturing-defect claims are evaluated, what remedies may be available, and how regional return periods apply.
This Policy should be read together with our Terms & Conditions and Shipping Policy.
Nothing in this Policy limits any mandatory consumer right or remedy that cannot lawfully be excluded, restricted, or shortened.
Products supplied by Custom Boxes Deals are generally manufactured specifically for the customer according to approved specifications.
Because of their customised nature, non-defective products are generally not returnable, exchangeable, or refundable because of:
Returns are accepted for qualifying defective or materially non-conforming products, subject to this Policy and any mandatory rights available under applicable law.
The applicable return-request period depends on the customer’s delivery country.
For orders delivered to the United Kingdom or a European Union member state, a return request concerning a manufacturing defect or material non-conformity should be initiated within:
30 calendar days from delivery.
This 30-day period is our standard return-request window for these markets.
It does not remove, replace, or shorten any longer mandatory rights or remedies that may apply to faulty or non-conforming goods under UK, EU, or applicable national consumer law.
For orders delivered to the United States, Australia, or another country outside the United Kingdom and European Union, a return request under our standard manufacturing-defect procedure should be initiated within:
7 calendar days from delivery.
The 7-day period is our standard administrative return and defect-claim window.
Where applicable national, state, provincial, territorial, or local law provides a customer with a longer mandatory period or additional rights for faulty or non-conforming products, those mandatory rights remain available and take priority over the 7-day standard period.
For Australian consumers in particular, the 7-day period above is our standard request procedure and does not limit rights available under the Australian Consumer Law.
A valid statutory claim concerning faulty or non-conforming goods will be handled in accordance with applicable Australian Consumer Law even where those mandatory rights extend beyond our standard 7-day request period.
The applicable return period begins from delivery of the order, not from the date the order was placed or production began.
If an international shipment is delivered later than originally estimated, the return period begins from the actual applicable delivery date.
To initiate a return or manufacturing-defect claim, contact:
within the applicable standard return period described above.
Please provide:
Please keep the affected products and relevant shipping materials available while the claim is being reviewed.
Do not ship products back without written return instructions from Custom Boxes Deals.
If a physical return is required, we will provide instructions and an appropriate return deadline.
A manufacturing-defect claim may qualify where delivered products materially fail to conform to the final approved artwork, proof, job specification sheet, or written order requirements because of an error attributable to our manufacturing process.
Examples may include:
Whether an issue qualifies depends on the approved order specifications, the manufacturing process used, and the nature and extent of the issue.
We evaluate manufacturing and quality claims by comparing the delivered products with the applicable:
This provides an objective basis for determining whether the delivered packaging materially differs from what was approved for production.
We may request additional photographs, video, measurements, samples, shipping information, or other reasonable evidence when needed to assess a claim.
A preference or requirement that was not included in the customer’s approved order documents does not by itself constitute a manufacturing defect.
If Custom Boxes Deals confirms that products contain a qualifying manufacturing defect, we will provide an appropriate remedy under this Policy.
Under our standard defect policy, the customer may choose between:
Free Reprint
A replacement production run of the affected units without an additional production charge.
or
Refund
A refund of the amount attributable to the confirmed affected units to the original payment method.
If the confirmed defect materially affects the entire order, the applicable remedy may extend to the entire affected order.
A customer cannot receive both a full refund and a full replacement for the same affected units.
Where applicable law requires a different or additional remedy, the mandatory legal remedy will apply.
A defect affecting only part of an order does not automatically make unaffected products eligible for a refund or reprint.
Where the affected quantity can reasonably be identified, the remedy will normally apply to those affected units.
If the nature of the confirmed defect makes the entire order materially unusable or materially non-conforming, we will evaluate the order as a whole.
Approved refunds are issued to the original payment method, unless another method is required by applicable law or agreed in writing.
Once a refund has been approved, Custom Boxes Deals normally processes the refund within 7–10 business days.
Banks, card issuers, and payment providers may require additional processing time before funds become available in the customer’s account.
Any refund-processing time entered in Google Merchant Center or another sales platform should reflect the actual timeframe in which customers receive their refund.
Return-shipping responsibility depends on the circumstances and applicable law.
Where Custom Boxes Deals requests a physical return for inspection, the customer is generally responsible for return shipping unless:
Where applicable consumer law requires the seller to bear reasonable costs associated with returning qualifying faulty or non-conforming goods, Custom Boxes Deals will comply with those requirements.
Customers should contact us before returning products so that appropriate instructions can be provided.
Australian customers may be required to return products that can reasonably be posted or returned.
Where a product is confirmed to have a problem covered by applicable Australian Consumer Law, Custom Boxes Deals will reimburse reasonable return costs where required by law.
Where applicable law places responsibility on the seller for collecting or arranging the return of large, heavy, or otherwise difficult-to-return goods, we will handle the return accordingly.
Products should not be shipped to our office, factory, warehouse, or another location without prior written return instructions.
Unauthorised returns may delay investigation or resolution.
The following are generally not considered manufacturing defects where the delivered products conform to the customer’s approved specifications and applicable production tolerances.
We are not responsible for errors contained in artwork or content approved by the customer, including approved:
Products manufactured according to dimensions supplied or approved by the customer are not defective merely because the approved dimensions later prove unsuitable for the customer’s product.
Customers should verify their required dimensions before approval.
Problems caused by the quality or preparation of customer-supplied artwork are not manufacturing defects.
This may include:
Printed colours may differ from colours displayed on:
Colour may also be affected by:
Commercially reasonable colour differences caused by normal print-production characteristics are not automatically considered manufacturing defects.
Pantone or PMS matching, where specifically included in the order, may improve consistency but does not eliminate all commercially reasonable production variation.
Custom packaging is produced using industrial printing, cutting, scoring, folding, gluing, laminating, coating, finishing, and assembly processes.
Commercially reasonable variation may occur in areas such as:
Minor variation within commercially reasonable manufacturing tolerances is not considered a manufacturing defect.
If a project requires an unusually strict measurable tolerance, the requirement must be disclosed and accepted by Custom Boxes Deals in writing before production.
Repeat orders may show commercially reasonable differences from previous production runs.
Variations may occur because of changes in:
A repeat order is evaluated against the specifications approved for that particular order.
Damage occurring during transportation is handled separately from a manufacturing defect.
If a shipment arrives visibly damaged, customers should photograph:
Please report transit damage promptly in accordance with our Shipping Policy.
Do not discard damaged cartons or affected products until the claim has been reviewed or we confirm they are no longer required.
Carrier-related claims may require additional photographs, documentation, or inspection.
Claims involving:
are handled under our Shipping Policy and applicable carrier procedures.
A manufacturing quantity shortage is evaluated separately against the approved order quantity and applicable manufacturing tolerances.
Custom Boxes Deals does not offer ordinary product exchanges.
Because every order is custom manufactured, a non-defective product cannot normally be exchanged for another size, design, material, colour, or specification.
A replacement or reprint provided as a remedy for a confirmed manufacturing defect is a defect remedy and is not treated as a standard retail exchange.
Cancellation requests must be submitted in writing to:
The following cancellation terms apply:
| Order Stage | Cancellation Terms |
|---|---|
| Before proof/design approval | Amounts otherwise refundable are refunded less $15 plus 5% of the total order value |
| After proof approval but before production starts | 50% of the total order value is non-refundable |
| After production has started | Order cannot be cancelled and amounts paid are non-refundable, subject to qualifying defect rights after delivery |
| After shipment | Cancellation is unavailable; qualifying defect and statutory rights remain available after delivery |
Cancellation charges reflect work already completed and costs or resources committed to an order.
Production may be considered started when approved artwork or job specifications have been released for manufacturing or production-related activity has begun.
Depending on the order, this may include:
Once production begins, the order cannot be cancelled under the standard cancellation procedure.
Production and delivery dates are estimates unless Custom Boxes Deals expressly guarantees a particular date in writing.
A delay does not automatically make a custom order returnable or refundable where it results from circumstances such as:
Applicable mandatory rights remain unaffected.
Customers must provide reasonable information needed to investigate a claim.
This may include:
Affected products should be retained until the claim has been resolved or Custom Boxes Deals confirms that they may be discarded.
Failure to provide information reasonably necessary to verify a claim may delay or prevent us from determining whether the issue qualifies under our voluntary defect policy.
Nothing in this section removes rights that cannot legally be restricted.
Custom Boxes Deals sells to customers in multiple countries.
Consumer-protection laws differ between jurisdictions.
Where a mandatory consumer law provides rights or remedies that are broader or longer than those stated in our standard commercial return procedure, the applicable mandatory law takes priority.
In particular:
United Kingdom: the 30-day return period stated above does not remove any repair, replacement, refund, or other mandatory rights that may continue after the initial 30-day period.
European Union: the 30-day standard return-request period does not replace or shorten any applicable statutory legal guarantee or remedies for faulty or non-conforming goods.
Australia: the 7-day standard claim period does not restrict applicable rights under the Australian Consumer Law. Rights relating to a faulty or non-conforming product may continue for the period required by law.
United States and other countries: applicable federal, state, provincial, territorial, national, or local mandatory consumer rights remain unaffected.
| Policy Item | United Kingdom & EU | United States, Australia & Other Countries |
|---|---|---|
| Non-defective custom products | No standard change-of-mind returns | No standard change-of-mind returns |
| Defective products | Returns accepted | Returns accepted |
| Standard return-request window | 30 calendar days from delivery | 7 calendar days from delivery |
| Mandatory statutory rights | Remain fully applicable | Remain fully applicable |
| Exchange | No ordinary exchanges | No ordinary exchanges |
| Return method | By mail when physical return is required | By mail when physical return is required |
| Physical return | Only when requested/instructed | Only when requested/instructed |
| Confirmed defect remedy | Reprint or applicable refund | Reprint or applicable refund |
| Refund method | Original payment method | Original payment method |
| Refund processing | Normally 7–10 business days after approval | Normally 7–10 business days after approval |
| Restocking fee | None for qualifying defective returns | None for qualifying defective returns |
| Buyer-remorse return | Not normally available for custom-made goods | Not available under our standard custom-order policy |
Where return information is displayed through a shopping platform, marketplace, advertising service, or product listing, the applicable return terms should correspond to the terms published on this page.
If a sales platform requires country-specific return settings, the applicable regional return period stated in this Policy should be used.
Nothing displayed through a third-party sales channel is intended to reduce mandatory rights available under applicable law.
We may update this Return & Refund Policy from time to time.
The “Last Updated” date at the top of this page will identify the current version.
Changes will not retroactively remove rights relating to an already accepted order where doing so would be prohibited by applicable law.
For cancellations, return requests, manufacturing-defect claims, refunds, or questions concerning this Policy, contact:
Custom Boxes Deals
295 5th Ave
New York, NY 10016
United States
Phone: +1 888-316-7748
Email: sales@customboxesdeals.com
Please include your order number when contacting us about an existing order.
