We customize and offer all products according to the client’s specifications. So, it’s strongly recommended that customers notify the company if the delivered products are not in line with their requirements or are defective by emailing sales@packagingcastle.com within 3 working days. Chargebacks are not permitted. But the company provides a free reprint if the fault is determined to be on the company’s side. The management team at Packaging Castle will assess and confirm any defects.
Full orders must be returned within 7 working days at the customer’s cost, along with appropriate documentation or photographs of the defective product. If the error is found to be on the client’s end but a refund is still requested, the customer must return the printed order, and a chargeback will be issued after deducting setup, printing, and shipping costs.
Damaged, Defective, or Incorrect Items
As we know, to err is human. By any chance we provide boxes that are dented, broken, and error printed, then it’s our responsibility to fix them without charging further. Our team of professionals strives hard to ensure that every order meets your expectations. We aim to build relationships that last longer. Therefore, our packaging experts go the extra mile to resonate with your unique needs. With us, you are guaranteed a product free from defects. However, we recognize that issues can sometimes occur during production or transit. To address this, we offer a reprint or replacement if the error is determined to be the fault of Packaging Castle.
How to Report a Problem:
- Notify Us As Soon As Possible:
You must inform our team regarding any damage, defect, or missing items within 3 business days of receiving your delivery. But if you claim after this period, then it cannot be accepted.
- Return Authorization:
Before returning any products, you must obtain written authorization from Packaging Castle. Products returned without prior authorization may not be accepted.
- Return Requirements:
It’s up to you to ship the product back to us so we can inspect its errors. A minimum of 90% of the received items must be returned to us. Failure to return the majority of the product may result in the denial of a reprint and compensation.
- Inspection and Confirmation:
After seeing your product, once we receive the returned product, our team will confirm that the defect was caused by a manufacturing or printing error. After this, we will proceed with your order with a free reprint and ship it to you at no additional cost.
Non-Refundable Fees and Charges
Even in cases where a defect or damage is confirmed and a replacement is issued. Still, there are certain non-refundable charges:
- Rush Printing Fees: When you ask us for rush turnaround time, the charges related to expedited printing services are not refunded. Whether a reprint is required or not.
- Shipping Fees: Our original and expedited shipping fees are not refundable at any cost. We aim to ensure your peace of mind and take your business to new heights!
Printing Standards and Final Approval
The final approval is crucial for all products. Therefore, before we begin production, you must check and review your products with 3D mockups. We need you to check every aspect of your artwork and job specification. Starting from spelling, orientation, placement, measurements, and other design elements. After this, we require your final approval. Because printing conditions can vary depending on needs.
With us, you are guaranteed color reproduction within a 90% match of your approved proof. If you require a 100% color match, you must request and pay for a hard-copy proof before printing. We at Packaging Castle have the best CMYK/PMS that ensures high-end results with 100% perfection & vibrancy! Let us know if we can help you with anything regarding your refund process!
Contact Us
Have any questions or need to start a claim? Please contact our customer service team. Our email is sales@packagingcastle.com
