1.Introduction
This Refund and Returns Policy explains the conditions under which CustomPack offers refunds, reprints, or returns for custom-printed packaging orders placed through custompack.ae.
Because our products are custom-manufactured with your branding, artwork, and specifications, our refund and returns policy differs from standard retail returns. Please read this policy carefully before placing your order.
2.Custom-Printed Products
All products sold by CustomPack are custom-printed with your logo, design, and chosen specifications. Due to the bespoke nature of custom packaging, we generally cannot resell or reuse products once they have been printed.
For this reason, orders cannot be returned, exchanged, or refunded once production has started — except in cases where the product is defective or where CustomPack has made an error, as outlined below.
3.Order Cancellations
Before artwork approval
You may cancel your order for a full refund at any time before your final artwork has been approved and production has started. To cancel, contact us at info@custompack.ae or +971 52 716 0949 with your order reference.
After artwork approval
Once you have approved the final artwork proof and production has begun, the order cannot be cancelled, and no refund will be issued. This is because customised products cannot be resold to another customer.
Custom and made-to-order items
Products requiring custom dies, embossing plates, foiling tools, or specialty materials may attract a non-refundable setup or tooling fee even if cancelled before production. This will be communicated at the quoting stage.
4.Damaged or Defective Items
We take product quality seriously and inspect every order before dispatch. However, if your order arrives damaged or with a manufacturing or printing defect, we will make it right.
To report a defect, please contact us within 48 hours of delivery with:
How we resolve defects
Once we verify the defect, we will offer one of the following remedies at our discretion:
- A free reprint of the affected products, prioritised in our production queue
- A full or partial refund of the affected items
- A credit note toward a future order
What is not considered a defect
The following are within acceptable industry tolerances and are not treated as manufacturing defects:
- Slight colour variation between a digital proof and the printed product (CMYK tolerance)
- Minor shifts in foiling or embossing alignment of up to 1mm
- Natural variation in kraft or uncoated board texture and tone
- Errors present in customer-approved artwork (spelling, layout, colours)
- Your order number or invoice reference
- Clear photographs showing the defect or damage
- A short description of the issue
5.Non-Delivery
If your order is not delivered within the agreed timeline and the delay is attributable to CustomPack (not to customs, incorrect address, or events beyond our control), you may request a full refund for the undelivered portion of your order, or a free reprint with expedited delivery.
Delivery claims must be reported within 7 days of the expected delivery date.
6.Refund Processing
Timeline
Approved refunds are processed to the original payment method within 7–14 business days. The exact reflection time depends on your bank or card provider.
Method of refund
Refunds are issued to the same payment method used for the original order (e.g., the same card or bank account). We do not refund to a different account for security reasons.
Partial refunds
Where only part of an order is affected (e.g., a portion of units is defective), we issue a proportional partial refund or reprint only the affected units.
7.Returns Procedure
We do not accept physical returns of custom-printed products unless we specifically request them for quality inspection. If we ask you to return defective items, we will cover the return shipping cost.
Do not return any products without first contacting us and receiving a return authorisation, as unauthorised returns cannot be processed.
8.Artwork Approval and Responsibility
CustomPack produces exactly what is approved in your final artwork proof. We are not liable for errors introduced by the customer in the approved artwork, including typos, incorrect colours, outdated logos, or wrong quantities.
We strongly recommend reviewing the digital proof on a large screen and, where possible, ordering a physical proof or sample for premium and large-volume orders.
9.Chargebacks
If you believe you are entitled to a refund, please contact us directly before initiating a chargeback with your bank. We aim to resolve all genuine concerns quickly and amicably.
Unjustified chargebacks may result in your account being suspended and future orders being placed on a prepayment-only basis.
10.Exceptions and Special Cases
Bulk and wholesale orders of 50,000+ units may carry custom refund terms negotiated at the contract stage. In those cases, the terms of the signed agreement take precedence over this policy.
Seasonal and festive products (Ramadan, Eid, Diwali, National Day) must be cancelled at least 3 weeks before the target delivery date, as these require pre-booked production slots.
11.Contact Us
To request a cancellation, report a defect, or ask any question about refunds, please contact us:
- Email: info@custompack.ae
- Phone / WhatsApp: +971 52 716 0949
- Address: AL JURF — Warehouse 6, Building 902 Jiddah St, Industrial Area 2, Ajman, UAE
- Working hours: Monday to Saturday, 9:00 AM — 6:00 PM (Gulf Standard Time)
Questions about this policy?
Our team is happy to help with any questions about your order, your data, or these policies.