Returns & Refunds

Last updated: 10 September 2026

If your boxes arrive defective, misprinted, damaged or materially different from the proof you approved, we replace or refund them in full within 30 days of delivery, and we pay the return freight. This policy applies to customers in 24 countries across North America, Europe, the Middle East and Asia-Pacific.

What is covered

  • Print that does not match the approved digital proof within normal commercial tolerance
  • Board grade, caliper or flute below the specification you ordered
  • Incorrect dimensions or a die-cut that does not match the approved dieline
  • Failed glue seams, delamination, misregistration or coating faults
  • Damage sustained in manufacturing or in transit
  • Short shipment beyond the standard ±5% commercial run tolerance

What is not covered

  • Change of mind. Custom boxes are made to your artwork and specification and cannot be resold, so they are non-returnable once correctly produced.
  • Errors in artwork you approved. Typos, wrong logos, low-resolution images or colour values supplied by you and signed off on the proof are your responsibility. Check proofs carefully.
  • Minor colour variation. Small shifts between production runs, and between substrates, are an inherent property of printing and fall within commercial tolerance.
  • Over/under-runs within ±5% on quantities above 1,000 units. You are invoiced only for what is actually delivered.
  • Damage after delivery caused by storage conditions, handling or use.

How to make a claim

  1. Contact us within 30 days of delivery. Email sales@boxes-custom.com with your order number and a description of the issue.
  2. Send photographs. Clear images of the fault, the outer packaging, and where relevant a ruler or reference object showing the dimensional error.
  3. We assess within one business day. Most claims are resolved from photographs alone; occasionally we ask for a small number of sample units to be returned, at our cost.
  4. We replace or refund. You choose. Replacements are produced on a priority schedule; refunds are issued to the original payment method within 5–10 business days of approval.

Cancellations

You can cancel any order at no cost before you approve the digital proof, because nothing has been cut or printed. After proof approval, materials are committed and plates may already have been made, so cancellation is subject to costs already incurred. We will always state that figure clearly before you decide.

Samples and prototypes

Physical samples and prototypes are produced individually and are not returnable. If a sample is not what you expected, tell us — we would rather correct the specification at sample stage than at production stage, and that is exactly what samples are for.

Frequently asked questions

Can I return custom printed boxes?
Custom boxes are manufactured to your specification and artwork, so they cannot be resold and are not returnable for change of mind. If the boxes are defective, misprinted, damaged in transit or materially different from the approved proof, we replace or refund them in full within 30 days of delivery.
What counts as a defect?
Print that does not match the approved proof within normal commercial tolerance, board grade below the specification, incorrect dimensions, failed glue seams, misregistration, die-cut faults, and damage caused in transit or manufacturing. Minor colour variation between production runs is normal and is not a defect.
How do I report a problem?
Email sales@boxes-custom.com within 30 days of delivery with your order number, a description of the issue and clear photographs showing the fault alongside a ruler or a reference object where relevant. We respond within one business day.
Who pays for the return shipping?
We do, on any claim we accept. We arrange and pay for collection, or we ask you to dispose of the goods locally if returning them is not economical. You are never charged freight on a defective order.
Can I cancel an order after placing it?
Yes, at no cost at any point before you approve the digital proof, because production has not started. After proof approval, materials are cut and plates may already be made, so cancellation is subject to costs already incurred, which we will state before you decide.
What if the quantity delivered is wrong?
Corrugated and carton manufacturing carries a standard commercial over/under-run tolerance of ±5% on runs above 1,000 units. You are invoiced for the quantity actually delivered. Shortfalls beyond that tolerance are made good or credited.

To start a claim, email sales@boxes-custom.com or call +44 7362 032578. This policy does not affect your statutory rights under US state law, the UK Consumer Rights Act 2015, Canadian provincial consumer protection legislation, or the Australian Consumer Law.

Copied to clipboard!