At Product Boxes UK, we aim to supply custom packaging that meets your agreed requirements. As our packaging products are made to order and may be customised to your specifications, we handle returns, refunds, replacements and cancellations according to the nature of the order and the issue reported.
This policy explains how to report a problem with your order, when a replacement or refund may be available, and what to expect if you need to cancel an order. Nothing in this policy affects your statutory rights under UK law.
1. Custom-Made Packaging
Most of our product boxes and packaging solutions are manufactured according to the customer’s chosen dimensions, materials, printing requirements, artwork and finishing options.
Because these products are made specifically for each customer, we generally cannot accept returns or offer refunds for correctly produced custom packaging simply because of a change of mind, a change in business requirements or a decision not to use the products.
This does not affect your rights if the goods are faulty, not as described, damaged or otherwise fail to meet the requirements of applicable law.
2. Damaged, Faulty or Incorrect Orders
Please inspect your order as soon as it arrives. If you receive damaged products, incorrect quantities, printing errors or packaging that does not match the agreed specifications, contact our team promptly, preferably within 3 working days of delivery.
To help us investigate your claim, please provide:
- Your order number and contact details.
- A clear description of the problem.
- Photographs or videos showing the affected products.
- Photographs of the outer packaging if the parcel arrived damaged.
- The quantity of products affected, where applicable.
We will review the information against your order details and approved artwork. If further inspection is required, we will explain the next steps.
The suggested reporting period helps us investigate issues promptly and does not remove any statutory rights you may have.
3. When Can You Receive a Replacement or Refund?
If we confirm that an order has a manufacturing defect, printing error, delivery-related damage or a material discrepancy from the agreed specifications, we will work with you to find an appropriate solution.
Depending on the circumstances and your legal rights, the available resolution may include:
- A replacement of the affected products.
- Reprinting the affected packaging.
- A partial refund for the affected items.
- A full refund where appropriate or required by law.
We will explain the proposed resolution before proceeding. Where a return is necessary to inspect the issue, we will provide instructions and clarify the arrangements for return shipping.
4. When Are Returns or Refunds Not Available?
A return or refund will generally not be available where the custom packaging has been correctly produced according to the approved specifications and the issue results from:
- A change of mind after ordering.
- Incorrect dimensions, materials or quantities supplied or approved by the customer.
- Spelling mistakes, missing information or artwork errors present in customer-approved designs.
- Changes to branding or design preferences after approval.
- Minor variations in colour or appearance that fall within agreed printing tolerances.
- Damage caused by improper storage, handling or use after delivery.
Each claim will be considered on its individual circumstances. These exclusions do not apply where they would unlawfully restrict your statutory rights.
5. Artwork Approval and Printing Variations
Customers are responsible for carefully checking their artwork proofs before approving them for production. Please review all text, spelling, logos, images, colours, dimensions and other design details.
Once artwork has been approved, we use that approval as the reference for production. We cannot normally accept responsibility for errors that were present in the approved artwork.
Please also note that printed colours may vary slightly between a digital proof and the finished product because of differences in screens, printing processes, inks and materials. We will assess any reported variation against the agreed specifications and applicable printing tolerances.
6. Order Cancellations
If you need to cancel an order, contact Product Boxes UK as soon as possible.
Cancellation requests will be handled according to the stage of the order:
- Before design or production work begins: Cancellation may be possible, subject to any agreed terms and work already undertaken.
- After artwork or pre-production work begins: Charges may apply for work completed or costs already incurred, where permitted by law.
- After artwork approval or production begins: Cancellation may no longer be possible, particularly where materials have been prepared or printing has started.
- After dispatch or delivery: A cancellation request will generally be treated as a return, fault or refund enquiry, depending on the circumstances.
We will explain any applicable charges before confirming a cancellation wherever practicable. These terms do not override any cancellation or refund rights provided by law.
7. Return Instructions
Please contact our team before sending any products back. We will assess the issue and, if a return is required, provide the appropriate return instructions.
Returned products should be securely packed and include the relevant order details. Where the problem is confirmed to be our responsibility, we will arrange or cover reasonable return shipping costs as appropriate.
Please do not dispose of or alter the affected products before we have had a reasonable opportunity to review the issue, unless necessary for safety reasons.
8. Refund Processing
If a refund is approved, we will confirm the amount and the method of payment. Refunds will normally be made to the original payment method unless another arrangement is agreed or required by law.
The time needed for the funds to appear in your account may depend on your bank or payment provider. Any applicable statutory refund deadlines will be observed.
Where only part of an order is affected, the refund will be assessed according to the affected products and the circumstances of the claim.
9. Design Services and Artwork Charges
Where artwork design, file preparation, digital proofs or other design services are included in your order, charges may apply for services already completed.
Completed design services are not automatically refundable simply because a customer decides not to proceed with production. However, this does not affect any refund rights that apply where a service has not been supplied as agreed or where a refund is required by law.
10. Delivery Issues
If your parcel arrives visibly damaged, appears to have been opened or contains missing products, please contact us promptly and provide photographs where possible.
We will investigate the issue and liaise with the relevant delivery provider if necessary. Reporting the issue promptly helps us resolve it efficiently, but it does not remove any rights you have under applicable law.
11. How to Request a Return or Refund
To report an issue or discuss a return, replacement, cancellation or refund, please contact us using the details below.
Business: Product Boxes UK
Email: sales@productboxes.uk
Website: https://productboxes.uk
Please include your order number, a description of the issue and supporting photographs where relevant. Our team will review your request and explain the next steps.
12. Changes to This Policy
Product Boxes UK may update this policy when our business processes or legal requirements change. The latest version will be published on this page.
Contact Us
If you have questions about our return and refund policy, please contact Product Boxes UK. We will do our best to provide clear guidance and resolve any concerns fairly and promptly.