This Return & Refund Policy (“Policy”) applies to all purchases made through Custom Candle Packaging (“Company,” “we,” “us,” or “our”) at Custom Candle Packaging. Please read this Policy carefully before placing an order. By purchasing our custom candle packaging Products, you acknowledge and agree to the terms below.
Return & Refund Policy
1. Custom Products Are Final Sale
All Products sold by Custom Candle Packaging are manufactured to Customer-specific designs, dimensions, materials, and print specifications. Because each order is custom-made and cannot be resold, all sales are final. We do not accept returns, exchanges, or refunds for:
- Change of mind or design preference after production has started
- Errors in text, spelling, colors, logos, or layout that were present in a proof you approved
- Minor variations in color, texture, or finish due to standard printing and manufacturing processes
- Orders canceled after proof approval or after production has begun
2. Eligible Reasons for a Refund, Reprint, or Credit
We stand behind the quality of our work. You may be eligible for a reprint, partial refund, or store credit (at our sole discretion) if your order arrives with a verifiable manufacturing defect, including:
- Structural defects (e.g., improperly cut, folded, or assembled packaging)
- Printing errors not present in the approved proof (e.g., incorrect colors, missing print, misalignment caused by our production process)
- Material defects (e.g., damaged, torn, or contaminated materials not caused by shipping)
- Incorrect quantity beyond the accepted variance threshold (see Section 4)
3. How to Request a Claim
To request a reprint, refund, or credit, contact us within 7 calendar days of delivery. Claims submitted after this window may not be eligible.
Please include the following in your request:
- Your order number
- A written description of the issue
- Clear photographs or video showing the defect, including the packaging label/order slip if available
- Quantity of affected units
Send claims to: sales@website.com
We will review your claim and respond within [3–5] business days. We may request additional documentation or the return of sample units before issuing a resolution.
4. Quantity Variance
Due to standard practices in the packaging and printing industry, a variance of up to 5% overage or underage from the ordered quantity is considered acceptable and does not qualify for a refund or reprint. If your shortage exceeds this threshold, notify us within the claim window above, and we will issue a prorated credit or reprint for the missing units.
5. Approved Proofs
Once you approve a digital proof, you are confirming that all text, imagery, colors, and layout are correct. We are not responsible for reprint costs or refunds related to errors that were present in and approved on the proof. If an error exists in the final Product that was not present in the approved proof, this is treated as a manufacturing defect under Section 2.
6. Damaged in Transit
Depending on the carrier and any shipping insurance selected at checkout, we will assist in filing a claim and will work with you on a reprint or replacement for the affected units. If your order arrives visibly damaged due to shipping:
- Keep all original packaging and materials
- Photograph the damaged shipment before opening further, if possible
- Notify us within 48 hours of delivery
7. Non-Returnable Circumstances
We are not able to offer refunds, reprints, or credit in the following situations:
- Damage caused by improper storage, handling, or use after delivery
- Delays caused by third-party shipping carriers, customs, or events outside our control
- Orders where Customer Content (artwork, logos, text) was inaccurate, low-resolution, or otherwise deficient at submission
- Requests made outside the applicable claim windows in Sections 3 and 6
8. Refund Method
Approved refunds will be issued to the original payment method used at checkout, unless otherwise agreed in writing. Refunds may take [5–10] business days to appear, depending on your bank or payment provider. Where applicable, we may offer store credit or a reprint in lieu of a monetary refund.
9. Order Cancellations
Cancellation requests submitted before proof approval or production start may be eligible for a full or partial refund, less any design or administrative fees already incurred. Cancellation requests submitted after proof approval or once production has begun cannot be accepted, as materials and labor have already been committed to your order.
10. Contact Us
If you have questions about this Policy or wish to submit a claim, please reach out to:
- Custom Candle Packaging
- sales@website.com
- [Phone Number]