At Custom Boxes Canada, we are committed to delivering high-quality custom packaging solutions that meet your expectations. However, if you encounter any issues with your order, we have a clear and fair return and refund policy to ensure your satisfaction. Please read the details below to understand the eligibility criteria and process for returns and refunds.
Eligibility Criteria for Returns and Refunds
We accept returns and refunds under the following conditions:
- Damaged or Defective Products: If your custom packaging arrives damaged or defective due to our error, we will offer a replacement at no extra cost. Please notify us within 7 days of receiving your order.
- Incorrect Customization: If the packaging does not match the approved customization specifications, we will either remake the order or issue a refund.
- Reporting Issues: Any concerns regarding quality, accuracy, or defects must be reported within 7 days of delivery to be eligible for a return or refund.
Non-Returnable Packaging
Due to the nature of custom packaging, certain products are non-returnable:
- Orders that have been processed and shipped.
- Products where designs were approved before production.
Order Cancellation Policy
We understand that plans can change. Our cancellation policy is as follows:
- Customers can cancel their orders within 4 hours of approval at no charge.
- If an order is canceled after processing has started, a 5% cancellation fee will apply.
- Order cancellation is allowed within 12 to 24 hours of approval. Beyond this period, cancellation may not be possible.
- No cancellations or refunds will be processed once the printing and production phase has begun.
How to Request a Return or Refund
If your order meets the eligibility criteria, please follow these steps:
- Contact Us: Reach out to our customer support team via phone or email with your order details and issue description.
- Provide Proof: Share clear images of the defective or damaged items if applicable.
- Return Authorization: After verification, we will provide return authorization and detailed instructions for processing your return or refund.
- Refund or Replacement: Once we receive and inspect the returned products (if applicable), we will either issue a full refund using the original payment method or process a replacement order at no additional cost.
Refund Processing Time
Refunds will be processed within 5-10 business days after issue verification. The refund will be credited using the original payment method used for the purchase.
Refund Transfer and Account Policy
According to company policy, if any client requests a refund for an order, or if any extra amount is received for an order, the refund will only be sent back to the same account from which the client originally made the payment. No payments of any kind can be transferred to any other account.
If a client requests to transfer funds to a different account, the company will place the payment on hold.
A held payment can be cleared within 60 days, and the refund will be made only to the same account from which the payment was deposited. After 60 days, the company will not be responsible for returning the payment.
If any client’s refund amount exceeds C$50,000, the remaining payment will be transferred to the same deposit account within 45 working days.
Shipping Costs for Returns
- If the return is due to a manufacturing defect or damage, we will cover all return shipping costs.
- If the return is due to customer preference or a change of mind, the customer will be responsible for the return shipping expenses.
Contact Us
For any queries regarding our Refund and Return Policy, feel free to contact us. At Custom Boxes Canada, we prioritize customer satisfaction and are always available to assist you with any concerns.
Email: sa***@***************da.ca
