Our Commitment to Your Satisfaction
At Custom Mailer Boxes, Custom Box Packaging, we pride ourselves on quality, customised boxes tailored to the needs of the customer. Since we appreciate the unique nature of every order, we have a reasonable and understandable policy regarding the terms and conditions for return and refund. Please note that the information below explains in detail the above policy to avoid any complications in the future.
NO Sales Return
Considering that the personalisation of products, for instance, in terms of size, design and print, is done according to the specified requirements, we encourage that all sales are final. Refunds are not available, and we do not accept returns for any orders that have been misplaced. Re-prints are done only when we have successfully and conclusively identified and confirmed that we are the ones with the error.
Cancellations of Orders
In any case where a person is permitted to request a cancellation of an order, we are positive that there will be fees involved, reflecting that the order is at a certain level in the production stage.
Stages and Cancellation Fees
Stage 1, when we have not received the design, the customer is not required to pay for the design and may cancel the order at any time; at level 1, they only have to pay £10 and 5% of the order total.
Stage 2 (Proofing stage). If your order is cancelled after a design proof has been sent, there is a minimum 20% charge that will be deducted as a cancellation fee.
Stage 3 (Approved for Print). If you accept the final proof, the order sent to our production press, which has been approved, can no longer be cancelled, which applies to all current orders. At this stage, the complete order amount is non-refundable.
Stage 4 (Shipped). Once your order has been shipped from our warehouse, you cannot cancel the order.
Damaged, defective, or missing items. We make every effort to ensure each order is perfect. If you receive your items but there is damage, defects, or missing items, please follow the process outlined below.
Notification. You need to inform us by email within 3 business days from the date of delivery. Claims reported after this period cannot be processed.
Evidence. You need to provide pictures of the damaged or defective items and the boxes that these items came in.
Returns. After you have received written confirmation of your authorisation, you will need to return some of the damaged items for quality inspection. Returns are at your expense and must be done within 10 days of confirmation.
Resolution: Upon verification, should it be attributed to our company, we will, at our discretion, reprint the pertinent merchandise free of charge, or issue a partial refund.
Damaged Packages upon Delivery
In case of any visible damages, please inspect all merchandise to ensure there are no defects, damages, or evidence of tampering before accepting delivery from the delivery person. If there are signs of damage, indicate this on the delivery documentation and, if necessary, prevent the delivery from occurring. Additionally, we request that you notify us and the person or company that is carrying the package. If claims are not filed within the allotted time, we will not be held accountable for any damages sustained.
No Exchanges
We do not accept or process exchanges. For any verified manufacturing errors, our solution is a re-print of the correct product.
No Refunds
Please note that charges for rapid services such as rush production and premium deliveries are non-refundable in all cases.
Your Responsibility: Final Artwork Approval
You are required to acknowledge that as the items are made based on your specifications, it is your duty to validate and confirm the digital proof and compliance paperwork thoroughly. Trust must be placed in the company – for the time saved on printing, their services should be expected to be fulfilling.
Custom Mailer Boxes is not liable for mistakes made subsequent to a render, as long as they are:
- Grammar mistakes and missing words or phrases in the provided design.
- Design elements that are not positioned, aligned, or sized accurately.
Approved dimensions and folds that confirm the die and folds. Differences in colour between your screen and our print. We guarantee colour reproduction accuracy to 90% of the approved digital proof. For 100%, a physical hardcopy proof can be purchased for an extra fee.
Contact Us
For further information regarding this policy or initiating claims for damaged consignments, please contact customer service immediately.