Refund policy

Custom Products

Products manufactured according to buyer-approved dimensions, material, thickness, construction, color, printing, artwork, labels, serial numbers, quantity or packing requirements are considered custom products.

Custom products are generally not eligible for return, exchange or refund unless they have a confirmed manufacturing defect or materially fail to meet the approved written specification.

Cancellations

Cancellation requests must be submitted before production begins and are effective only after written confirmation.

If material purchasing, printing-cylinder preparation, sampling or production has already started, payments may be applied toward completed work, committed materials and other costs already incurred. Any refundable balance will be determined after the cancellation request is reviewed.

Quality Claims

Goods should be inspected promptly after delivery. Any suspected manufacturing defect, incorrect product or material failure to meet the approved written specification must be reported within 7 calendar days after delivery.

A quality claim should include:

The relevant order or invoice reference;
Product, size, batch or carton identification;
Quantity inspected and estimated quantity affected;
A clear description of the reported issue;
Photographs or videos showing the issue and carton labels; and
Measurement or inspection records where applicable.

The affected goods, cartons and labels should be retained while the claim is reviewed. Affected goods should not be returned, disposed of, modified or further processed without written instructions.

Claim Assessment

Claims will be assessed against the applicable quotation, approved product specification, artwork, sample or proof, agreed tolerances and available inspection records.

Additional photographs, measurements, representative samples or an independent inspection may be requested where reasonably necessary.

Submitting a claim does not constitute automatic acceptance. The reported issue and affected quantity must first be verified.

Available Remedies

If a manufacturing defect or material failure to meet the approved written specification is confirmed, an appropriate remedy will be determined according to the nature, extent and verified affected quantity.

Available remedies may include:

Replacement of the confirmed affected quantity;
Corrective production or reproduction;
A credit applied to an agreed order;
A partial refund corresponding to the confirmed affected quantity;
A full refund for the confirmed affected goods where appropriate; or
Another remedy agreed in writing.

Refund Processing

When a refund is approved, the refund amount, payment method and estimated processing time will be confirmed in writing.

Refunds will normally be made using the original payment method or another mutually agreed method. Bank fees, exchange-rate differences and processing times may depend on the banks or payment providers involved.

Non-Qualifying Claims

A return, replacement, credit or refund may be declined when the reported issue results from:

Incorrect specifications, artwork or information supplied or approved by the buyer;
Normal variation within the approved tolerance or acceptance criteria;
Use outside the disclosed application or agreed performance conditions;
Improper storage, handling, filling, sealing or processing after delivery;
Damage caused by contents or conditions not disclosed before production;
Unauthorized modification, repacking, printing or further processing;
Normal wear or deterioration; or
Failure to provide or preserve reasonable evidence needed to evaluate the claim.

Returns

Goods must not be returned without prior written authorization.

If a return is required, the applicable return address, recipient information, shipping method and freight responsibility will be provided separately.

Unauthorized returns may be refused.

Standard Products

If a product is expressly confirmed as standard, non-custom and return-eligible, the applicable return period, required product condition, freight responsibility and refund method will be stated in the relevant order documents.

No general 30-day return right applies to custom B2B products unless expressly agreed in writing or required by applicable law.