Return Policy

Overview

At Pax Custom Packaging, most of what we make is custom packaging produced to order. Because every job is made to your approved specification, we cannot usually accept returns for a change of mind. However, if something has gone wrong on our side, we will put it right quickly and fairly.

This Returns and Refunds Policy explains when we can accept a return, when we may offer a reprint or replacement, and how refunds are handled. It also explains your legal rights under UK consumer law.

When returns are accepted

We will consider a return, replacement, or correction where the goods are faulty, damaged on delivery, or not as described compared with your final approved proof and order specification.

Examples include:

• The packaging is produced to the wrong size compared with your approved dimensions
• There are clear print defects that were not present in the approved artwork proof
• The wrong material, finish, or structure is supplied compared with your approved order
• The goods arrive damaged, crushed, or unusable

If we take a look and confirm there’s an issue, the first thing we’ll usually do is remake it for you. That’s simply the fastest way to put things right with custom boxes. If remaking it doesn’t really make sense for your order, then we’ll look at a refund or a price adjustment instead.

Situations where returns cannot be accepted

To avoid misunderstandings, we cannot accept returns in these situations:

• You approved the proof, and the finished goods match the approved artwork and specifications
• The issue is caused by customer supplied artwork, including spelling mistakes, low resolution images, incorrect dielines, or colour choices
• You requested a change after approval, but production had already started
• Damage or loss occurs after delivery due to storage, handling, moisture, heat, or impact
• The goods have been used, altered, or repacked in a way that prevents inspection in their delivered condition

In addition, bespoke and personalised goods do not normally qualify for cancellation rights under distance selling rules. This is because they are made to your specification. This exception is recognised in the Consumer Contracts Regulations.

Reporting an issue

Please contact us as soon as you notice a problem. This helps us resolve it faster. As a practical guide, we recommend contacting us within seven working days of delivery. However, this does not reduce any rights you may have under UK law.

When you contact us, please include:

• Your order number
• A clear description of the issue
• Photographs showing the problem, including outer packaging where relevant
• A photo of the delivery label if the carton arrived damaged
• Any supporting notes such as batch details or affected quantities

Once we receive your details, our team will review the case and advise the next steps.

Proof, inspection, and fair assessment

We may ask you for additional photos or a short video, especially for print quality issues, colour concerns, or structural defects. In some cases, we may request that a small sample is returned for inspection before we confirm a full resolution.

We assess issues against the final approved proof, the order specification, and reasonable manufacturing tolerances for print and converting.

Returns authorisation

If we approve your return, we’ll let you know how to send it back. Please don’t send anything on your own before that, because we may not know it’s yours when it arrives.

Condition of returned goods

If goods need to come back to us, they must be returned in the same condition as received. Therefore, please keep the cartons and packaging materials where possible, and pack items securely for transit.

If goods are damaged after delivery due to poor repacking, we may not be able to process the return.

Replacements, reprints, and corrections

In most cases, a replacement or reprint is the preferred remedy for custom boxes and custom packaging, because you need stock that is usable.

If the error is ours, we will:

• Reprint or replace the affected goods at no extra cost, and
• Arrange delivery of the corrected goods as quickly as reasonably possible

Where only part of the order is affected, we may replace only that portion. This is often the quickest option and helps reduce waste.

Where appropriate, we may also agree a practical correction instead of a return, for example relabelling, supplying missing components, or replacing only damaged cartons.

Refund process

If a refund is agreed, we will refund the amount relating to the affected goods. Refunds are normally made back to the original payment method, unless we mutually agree otherwise.

We aim to process refunds without undue delay and within fourteen days after we receive the returned goods, or evidence that they have been sent back, where a return is required.

Shipping charges are handled as follows:

• If the issue is our error, we will cover reasonable return costs where a return is necessary
• If only part of the order is returned, any refund will be proportional to the affected quantity
• If a return is not required, then no return shipping applies

Delivery damage and transit issues

If your order arrives damaged, contact us immediately with photos. We will investigate and work with you to resolve it. In addition, we may liaise with the courier where needed. The key point is that you should not be left with unusable packaging where the issue happened before you could reasonably use the goods.

Your legal rights

Nothing in this Returns and Refunds Policy removes your rights under UK consumer law. Under the Consumer Rights Act 2015, goods should be of satisfactory quality, as described, and fit for purpose.

Please note that custom made and personalised goods are treated differently under cancellation rules, because they are produced to your specification.

Business customers

If you are ordering on behalf of a business, different rules may apply compared with individual consumers. However, we still aim to handle concerns fairly and commercially, and we will always review issues against the approved proof and specification.

Customer responsibilities

To avoid preventable problems, please make sure you:

• Check proofs carefully before approval, including spelling, dimensions, colours, and placement
• Confirm dielines and structure details before sign off
• Store packaging in a clean, dry environment away from heat and moisture
• Inspect cartons on arrival, and report any concerns promptly

Policy updates

We may update this Returns and Refunds Policy from time to time to reflect operational changes or legal requirements. Any updates will be published on our website and will apply to orders placed after the publication date.

Contact us

If you need help with a return request, a replacement query, or a refund question, contact our team:

Email: hello@palegoldenrod-rook-560046.hostingersite.com

Phone: 01902 509 334