Return & Refund Policy

The way we handle returns and refunds for both standard and custom-made products comply with UK consumer law and Google Merchant Center’s requirements.

Overview

We want your packaging to be perfect.

Our packaging company uses clear processes, transparent timelines, and UK consumer law.

This policy complies with Google Merchant Center standards.

Eligible Returns

Custom-Made Products

• Made according to your approved design/proof.
• Usually cannot be returned or refunded.
• Only acceptable for return if it is faulty or has been damaged.

Non Custom Products

• Can be returned within 7 days after delivery.
• Applies to Consumer Contracts Regulations 2013.
• Must be unopened; in original packaging; and resaleable.

Requesting a Return

To initiate a return:

• Email sales@pluscustomboxes.co.uk.
• Include your order number, photos, and a brief summary.
• Wait for our Return Merchandise Authorisation (RMA).
• Use the return address provided with your RMA.
• Returns shipped without first obtaining a valid RMA may be denied.

Damaged Or Incorrect Orders

Notify us about the problem within 7 days of.

Take clear photographs showing any damage.

• Provide order number and describe the problem.
• Attach photos of the product, the outside of the package, and the shipping label.
• Do not discard items before we review.

Under the Consumer Rights Act 2015, you may be entitled to a repair, replacement, or refund for faulty goods.

Exceptions

• Personalised Products: Not returnable unless damaged.
• Proof-Approved Orders: Colour or printing variations within agreed tolerances are not faults.
• Used or partially used stock: This type is not eligible for return.
• Samples: Return only if damage or defective on arrival.

Responsibility for return shipping

• We cover shipping for defective items.
• You cover costs for mind change returns on non-custom items.
• Always use tracked shipping for product returns.

Refund Timelines

We process approved refunds within 7 business days.

Your bank or card provider may take longer to post funds.

Return address

We will confirm the correct return address with your RMA.

Don’t ship returns without an RMA reference on the label.

Contact us

For any questions, email: sales@pluscustomboxes.co.uk.

Legal

• Consumer Contracts Regulations 2013
• Consumer Rights Act 2015

This policy does not limit your statutory rights.