Terms of Service

1.Introduction

Welcome to CustomPack. These Terms of Service ("Terms") govern your access to and use of the custompack.ae website, our AI Design Studio, cost estimator, and any custom packaging products or services you order from us.

By browsing our website, placing an order, or using any of our tools, you agree to be bound by these Terms. If you do not agree with any part of these Terms, please do not use our website or services.

CustomPack is a trading name of Custom Pack Packaging Industries. Our registered address is AL JURF — Warehouse 6, Building 902 Jiddah St, Industrial Area 2, Ajman, United Arab Emirates.

2.Definitions

• "CustomPack", "we", "us" — the company providing custom-printed packaging products and services via this website
• "Customer", "you" — any person or business that places an order or uses our website
• "Order" — a request to produce and deliver custom-printed packaging products
• "MOQ" — minimum order quantity, the lowest number of units we accept for a given product
• "Artwork" — any logo, image, text, or design supplied by the customer for printing
• "Production" — the manufacturing process of printing and finishing the packaging products

3.Orders and Pricing

4.Artwork and Printing

5.Production and Delivery

6.Payment Terms

For new and retail customers, full payment (or a minimum 50% deposit for large orders) is required before production begins. Wholesale and corporate accounts may be eligible for net payment terms, subject to credit approval.

Accepted payment methods include major credit and debit cards, online payment gateways, and bank transfer. Invoices are issued in AED and include 5% VAT where applicable under UAE tax law. Late payments may incur charges and delay production.

7.Quality Standards and Approvals

All products are manufactured to commercial print quality standards. Food-grade products comply with applicable UAE food contact regulations. Each order undergoes quality checks before dispatch.

Any quality concern must be reported within 48 hours of delivery, with photographic evidence, as described in our Refund Policy. Claims made after this window may not be eligible for reprints or refunds.

8.Cancellations and Modifications

Orders may be cancelled for a full refund only before artwork approval and the start of production. Once artwork is approved and production has begun, the order cannot be cancelled, returned, or refunded — except in cases of a manufacturing defect covered by our Refund Policy.

Modification requests (such as quantity changes or artwork updates) can be accommodated before production starts. Changes requested after production has begun may incur additional charges or may not be possible.

9.Limitation of Liability

To the maximum extent permitted by law, CustomPack's total liability arising from any order is limited to the value paid by the customer for that specific order. We are not liable for any indirect, incidental, consequential, or punitive damages, including loss of profits, business interruption, or loss of goodwill.

CustomPack is not responsible for the suitability of the printed product for the customer's specific end-use. It is the customer's responsibility to verify that the ordered product meets their functional, regulatory, and branding requirements before approving production.

10.Website Use and Conduct

You agree to use our website lawfully and not to:

• Misuse the AI Design Studio, cost estimator, or chatbot for unlawful or harmful purposes
• Attempt to gain unauthorised access to our systems, accounts, or data
• Interfere with the proper functioning of the website or introduce malicious code
• Scrape, copy, or republish our content, product images, or designs without written permission
• Place fraudulent orders or use stolen payment credentials

11.Intellectual Property

All content on this website — including product designs, photography, text, logos, and the CustomPack brand — is the property of CustomPack or its licensors and is protected by UAE and international intellectual property laws.

You may not reproduce, distribute, or commercially exploit any website content without our prior written consent. Customer-supplied artwork remains the intellectual property of the customer.

12.Governing Law and Disputes

These Terms are governed by and construed in accordance with the laws of the United Arab Emirates. Any dispute arising out of or relating to these Terms, an order, or the use of this website shall first be attempted to be resolved through good-faith negotiation.

If the dispute cannot be resolved amicably, it shall be submitted to the exclusive jurisdiction of the competent courts in Ajman, United Arab Emirates, unless an alternative forum is agreed in writing.

13.Changes to These Terms

We may revise these Terms of Service at any time. The "Last updated" date at the top reflects the most recent version. Continued use of the website or services after changes take effect constitutes acceptance of the updated Terms.

14.Contact Us

For any questions about these Terms of Service, 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)