At Make A Boxes, we strive to ensure that every packaging solution we provide meets the highest standards of quality and customer satisfaction. We understand that, in some cases, returns and refunds may be necessary due to various reasons. This Return and Refund Policy outlines the procedures and conditions for returning or requesting a refund for custom boxes and packaging. Please take the time to read this policy thoroughly before making a purchase.
1. Acceptance of Returns and Refunds
Make A Boxes offers a limited return and refund policy for all B2B (Business-to-Business) transactions. Please understand that custom-made boxes and packaging, designed specifically for your business, are subject to stricter conditions than standard items.
2. Custom Orders and Refund Eligibility
As a business that specializes in creating custom packaging solutions, many of our products are specifically made based on the unique specifications of your order (including design, size, color, and material). Because these are custom orders, they are generally non-refundable once the production process has started.
Refund Eligibility for Custom Orders:
- Refunds may be considered only in cases where there is a manufacturing error or quality issue caused by Make A Boxes. This could include problems such as incorrect dimensions, wrong color, or damaged products due to manufacturing defects.
- Changes and Cancellations: Custom orders cannot be canceled or changed once production has commenced. Cancellations or changes can only be made before production starts, and any cancellation request after the proof approval stage will incur a cancellation fee of 20% of the order total.
Exceptions to the Non-Refundable Policy:
- Manufacturing Defects: If the products are defective or damaged as a result of an error during production, you are entitled to a refund or replacement, as long as the issue is reported within 7 days of receiving your order.
- Order Errors: If we make an error with your custom order (such as incorrect dimensions, wrong printing, or damaged products), we will offer either a full refund or replacement depending on the situation and your preference.
3. Non-Refundable Products
The following products are non-refundable due to their custom nature:
- Customized Boxes and Packaging: This includes any items designed specifically for your order, including logo-printed boxes, special size packaging, and bespoke designs.
- Personalized Items: Any packaging that includes customer-specific logos, text, or graphics is non-refundable unless there is a manufacturing error or defect.
4. Return Conditions for Non-Custom Products
In rare cases where you purchase standard packaging products (non-customized boxes, materials, etc.), and are not satisfied with the product, you may be eligible for a return or exchange.
Conditions for Returns:
- Return Request: All returns must be requested within 15 days of receiving the order. If you wish to return a non-custom item, you must notify our customer service team via email or phone within this time frame.
- Condition of Return: The returned items must be unused, in original packaging, and in a resellable condition. Items that are damaged, used, or otherwise compromised will NOT be accepted for return.
- Restocking Fee: A restocking fee of 10-15% may apply to the returned non-custom packaging items to cover processing and restocking costs.
Process for Returning Non-Custom Products:
- Step 1: Contact our customer service team within 15 days of receiving the order. Provide your order number, reason for return, and pictures of the products if they are damaged.
- Step 2: Once your return is approved, you will be given instructions for shipping the items back to us.
- Step 3: After receiving the returned items in their original, unused condition, we will process your refund.
5. Damaged or Defective Items
If your custom boxes or packaging arrive damaged or defective, we will take full responsibility for rectifying the situation. The following outlines the procedure in such cases:
Damaged or Defective Items:
- Reporting Damages: You must report any damage, defects, or discrepancies within 7 days of receiving your order. Please include detailed pictures of the damaged goods, packaging, and the shipping label for a thorough review.
- Refund or Replacement: Upon confirming the damage or defect, we will provide either a full refund or free replacement, depending on your preference and the condition of the packaging.
Important Notes:
- Please inspect your package as soon as it is delivered. If the package itself appears damaged, note it with the courier before signing for delivery.
- Once we verify the issue, we will arrange for the return of the damaged items and issue a refund or replacement.
6. Incorrect or Missing Items
If you receive an incorrect or incomplete order (e.g., missing boxes or packaging), we will resolve the issue promptly.
Steps for Reporting Incorrect or Missing Items:
- Notify Us: You must notify our customer service within 7 days of receiving your order if items are missing or incorrect.
- Provide Details: Please provide your order number, a description of the incorrect/missing items, and any supporting documentation such as photographs or packing slips.
- Resolution: We will investigate the issue and either ship the correct items or issue a refund for the incorrect or missing items, depending on the situation.
7. Refund Process
Once a refund request is approved, the following will apply:
- Processing Time: Refunds will be processed within 10-14 business days from the date of approval.
- Method of Refund: Refunds will be issued to the original payment method used at the time of purchase. If this is not possible, we will contact you to arrange an alternative method.
- Partial Refunds: In cases where only part of the order is returned or if there are restocking fees, we will issue a partial refund based on the products returned and their condition.
8. Exchanges
We do not typically offer exchanges for custom orders unless they were affected by a manufacturing error. If you require a different product, please follow the return procedure and place a new order for the desired items.
Exchanges for Non-Custom Products: If you need to exchange a non-custom item (such as standard packaging), you can return it within the 15-day return window and reorder the correct product.
9. Shipping Costs for Returns and Exchanges
The customer is responsible for the shipping costs for returning non-defective products. In the case of manufacturing errors or defective products, we will cover the return shipping costs.
Shipping Process for Returns:
- Returns should be sent via a trackable and insured shipping method to ensure the safety of the return.
- We are not responsible for any lost or damaged returns that are not shipped using a trackable service.
10. Changes to the Return and Refund Policy
Make A Boxes reserves the right to update and amend this Return and Refund Policy at any time. Any changes will be posted on our website and will apply to all future transactions. Please review this policy periodically to stay informed of any changes.
11. Contact Us
If you have any questions regarding this policy or need to initiate a return or refund, please reach out to our customer service team at:
Make A Boxes
Email: info@makeaboxes.com
Phone: 310-362-4894
Website: www.makeaboxes.com