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At Packaging House US, all products are custom-manufactured to your exact specifications. Please read this policy carefully before placing your order. Because every order is produced specifically for you including custom sizes, materials, printing, and finishing we do not offer refunds or returns on custom orders unless the error is on our part. Please read this policy carefully before placing your order to understand your rights and our responsibilities.
Returns and exchanges are accepted for products that are in new and unused condition within 60 days of delivery. Non-defective returns may incur a restocking fee ranging from 15% to 40% of the product price, depending on the product type and order specifications.
We take full responsibility for errors caused by our production team. You are eligible for a free reprint or refund if the product received is defective due to a manufacturing error, the product does not match the approved proof, or the wrong item, size, or quantity was delivered.
If the fault is at the customer’s end and a refund is still requested, a refund will be processed after deducting setup and shipping costs, provided the full printed job is returned to us in original condition.
To be considered for a reprint or refund, contact us at info@packaginghouseus.com within 3 business days of receiving your order. Provide your order number, a description of the issue, and clear photographs of the defect. Return at least 99% of the order within 10 business days at your own shipping cost. Written authorization from our team is required before any return is shipped. Unauthorized returns will not be accepted or processed.
Refunds for eligible returns are processed within 15 to 45 business days after the returned product has been received and inspected. Customers are responsible for the cost of sending back the return package.
We are not responsible for issues resulting from errors in customer-submitted artwork including spelling, layout, color, or resolution, color variations within the industry-standard ±5% tolerance, quantity variations within ±5% of the ordered amount, or approval of a proof that contained an error. Once a proof is approved by the customer, Packaging House US is not liable for any errors contained within that approved proof.
Filing a chargeback without first contacting us to resolve the issue is considered a breach of these Terms. Chargebacks are not accepted as a resolution method. We reserve the right to dispute any chargeback with full documentation of your order, approval, and communications.
Contact our team at info@packaginghouseus.com or call +1 (409) 995-3955 and we will work to resolve your concern promptly.
