At Smart Packaging Solutions, we strive to deliver high-quality custom packaging that meets our clients’ expectations in both appearance and functionality. Because most of our products are made-to-order, our return and refund policy has specific terms and limitations. Please read this policy carefully before placing an order.
1. Eligibility for Returns
Due to the customized nature of our packaging solutions, most sales are final. This includes products such as:
- Custom printed boxes
- Personalized packaging with client logos or artwork
- Die-cut or specialty-constructed packaging
- Seasonal or promotional packaging
Returns or refunds are only applicable under the following conditions:
- Products were damaged during shipping
- Items received were materially different from the approved proof or specification
- There is a manufacturing defect or printing error attributable to our production team
Returns for reasons such as incorrect size, color tone variation, or change of mind will not be accepted if the order matches the approved proof and production specifications.
2. Damaged or Defective Items
If your order arrives damaged, incomplete, or defective, please follow these steps within 7 business days of delivery:
- Take clear photographs of the damaged item(s) and the outer packaging
- Send a written explanation along with the photos to [Insert Customer Support Email]
- Include your order number and full contact details
- Allow 2–4 business days for review and follow-up
Once our team has verified the issue, we will offer one of the following resolutions:
- A free reprint of the affected items
- A partial refund or store credit, if appropriate
- A full refund in rare cases, if the issue cannot be resolved otherwise
Note: We reserve the right to deny refund or reprint requests if the evidence provided is insufficient or if the damage is deemed to be caused by mishandling after delivery.
3. Order Cancellations & Modifications
Because custom orders are processed quickly after design approval, we have strict cancellation policies:
- Orders can be canceled or modified only before proof approval
- Once a digital proof is approved and sent to production, cancellation is not possible
- If design work has already begun, a cancellation may incur a design fee (based on time spent)
To request a cancellation or change before production begins, contact us immediately at [Insert Contact Email] or [Phone Number] with your order number.
4. Color Matching Disclaimer
Please note that there may be slight color variation between digital proofs and final printed products. This is due to differences in screen calibration and printing processes.
While we strive to achieve color accuracy, exact color matching is not guaranteed unless specifically discussed and agreed upon during the quoting process (e.g., Pantone Matching System requests).
5. Shipping Delays and Lost Packages
We partner with reliable shipping carriers to ensure timely delivery. However, once your order leaves our facility, Smart Packaging Solutions is not liable for shipping delays caused by:
- Carrier issues
- Weather conditions
- Customs clearance
- Incorrect shipping information provided by the customer
If a package is lost or severely delayed, we will work with the carrier to resolve the issue. Any claims must be made within 10 business days of the expected delivery date.
6. Return Process
If a return is authorized, you will receive detailed instructions, including:
- The return address and contact person
- Packaging requirements for returned items
- Return authorization code (if applicable)
Returns sent without prior approval or without following instructions may be refused or discarded, and no credit will be issued.
7. Refund Processing Time
Once a return or refund is approved:
- Refunds will be processed to your original method of payment within 5–10 business days
- Store credits, if applicable, will be issued within 3 business days
- Reprints typically ship within 5–7 business days after approval
Processing times may vary depending on your bank or card issuer.
8. Contact Us
For any issues related to returns, refunds, or order concerns, please contact us:
Smart Packaging Solutions
Email: [Insert Email]
Phone: [Insert Phone Number]
Business Hours: Monday–Friday, 9 AM – 6 PM (Local Time)
Address: [Insert Mailing Address]