When Returns Are Accepted

Return of customised goods is usually not permitted, but in some circumstances, we do allow returns. In case the order received is defective or damaged before it arrives at you or is different from the order placed by you in your final approval, you are allowed to demand a return of the order. 

A typical example is when the order is printed in the wrong size relative to your approval specifications, or when there are clear errors in the printing that were not present in the submitted design. In such cases, you may request a return. If you receive damaged products or inadequate packaging before shipment, we will investigate the situation and make the necessary rectifications. 

Reporting Issues

You must give us proof that your order qualifies to be returned. Please contact us within a week of working days so that we can appropriately look into the case. When contacting us, please include your order number, a detailed description of the issue, and any relevant photographic evidence. 

Then our team will check your request. If it is possible to determine that our part was at fault, we will organize the replacement. In cases where the issue is due to faulty information provided by the customer or where the goods match the approved designs and specifications, the return will be denied.  

Condition of Returned Goods

If the approval of a return is granted, the items must be returned to us in the same condition they were received. In the event of items being used, altered, or damaged after delivery, returns cannot be processed. It is your responsibility to make sure the returned items are safely packaged and sent back to us using an efficient service. The product protection will remain your responsibility until the goods arrive at our facility. 

Refund Process

In case the request for a concession on return is accepted, we will issue a refund. Back payments are returned by the same payment method that you have used in the checkout process, unless otherwise agreed. A normal processing time should be granted following receipt of confirmation that the item has been received, regarding the return time. 

Refunds are paid only for the amount of goods. The costs of shipping are non-refundable unless Custom Boxes Market states a return due to an error. Where only part of the order is returned, a proportional calculation will be made for the amount to be refunded.

Replacements and Corrections

In most instances, we may issue replacement goods instead of a refund. In a case where we caused the error, replacements will be processed as fast as possible and sent to you free of charge. Loss on monetary refund will not be applied in case of the issue of a replacement.

Where reasonably feasible, we can also make some adjustments without returning the items in question. In cases where only a portion of the order is defective, we may agree to reprint or replace only that portion rather than the entire shipment.

Situations Where Returns Cannot Be Accepted

To prevent any misunderstanding, there are times when returns and refunds are not possible. The returns are not accepted once you have confirmed an order, have submitted artwork with errors that appear in the final output, or in scenarios where the goods were as per the proof and specifications that you originally accepted.

We do not accept returns due to damage in courier transit after shipping. In such set-ups, the courier is to blame. It will be helpful when communicating with the courier, but we will not be able to reimburse in instances that are not in our control.

Legal Rights

This Returns and Refunds Policy does not take away any rights you have under UK law. You may also have further protection as a consumer under the Consumer Rights Act 2015. Part of these rights is the provision that goods should be of satisfactory quality, as described and fit for the purpose. Please be aware, though, that customised goods are not governed the same way as regular retail goods in terms of distance selling rules.

Customer Responsibilities

As a customer, you are responsible for ensuring that proofs are checked before they are approved. You have to be sure that all design elements, spelling, logos, dimensions, and colours are appropriate. Those errors that have been corrected in the proof will not be sufficient grounds to reject.    

You must also maintain the goods and utilise them well after they have been delivered. We cannot be held responsible for damage after delivery resulting from improper storage. 

Business Customers

When ordering on behalf of a business, please be aware that your rights may be different from those of an individual consumer. Where there is a business-to-business transaction, it does not substantively protect such a transaction with statutory protections as a consumer transaction does. Business order returns are strictly subject to the provisions of this policy and not within the consumer legislation. 

Refund Timeframes

Refunds will be done within a reasonable period after a return has been authorised and the goods returned to us. We strive to make any refunds within fourteen working days, although these timelines may be delayed due to banking or payment systems.

Communication

We welcome disclosure with our clients. Whenever you feel concerned about your order, please reach out to us at once. Early communication helps us solve issues conveniently and fairly. Our team of support is trained to consider each case and to respond according to this policy and UK law. 

Policy Updates

Returns and Refunds Policy may be revised by the Custom Boxes Market when it is necessary to do so. The changes can be implemented to reflect new laws, business, or operational requirements. Any amendments will be posted on our website and to all orders placed as post publication. 

Contact Us

In case of any concerns about this Returns and Refund Policy or assistance with a Returns request, please contact our Customer Service Team through the contact information on our site. We make sure to address your concerns legally, ensuring that everything is handled fairly and professionally.