Return & Cancellation Policy
Because every PackTist order is custom-made to your specifications, we do not accept returns on completed orders. Cancellations are accepted within 24 hours of payment only. If we make a production error, we will reprint or refund. If the error was in your approved artwork, we cannot offer compensation. Claims must be submitted within 3 days of delivery.
Overview
PackTist is committed to delivering premium custom packaging that meets your exact specifications. Because all products are manufactured to order based on your unique dimensions, materials, artwork, and finishing choices, our return and cancellation policy is necessarily different from standard retail businesses.
We ask that you read this policy in full before placing an order. By submitting payment, you acknowledge and agree to the terms outlined below.
Our commitment: if we make a mistake, we will fix it. If the issue originates from approved artwork or customer specifications, we cannot offer compensation — but we will always work with you to find the best possible resolution.
No-Return Policy
PackTist does not accept returns on custom-manufactured products. All packaging orders are produced exclusively for you and have no resale value to us or to any other party. This is standard practice across the custom print and packaging industry.
Returns are not accepted for:
- Orders that were produced to the approved proof;
- Orders where the customer changed their mind after production;
- Orders where the customer is dissatisfied with a design they approved;
- Orders affected by color differences within acceptable CMYK tolerance;
- Orders with specifications the customer provided incorrectly;
- Sample or prototype orders that were produced as specified.
Once you approve a proof and production begins, the order cannot be stopped, modified, or refunded under any circumstances. Take the time to review every detail — spelling, dimensions, colors, and structure — before giving approval.
Order Cancellations
3.1 Cancellation Window
You may cancel your order for a full refund within 24 hours of payment, provided that production has not yet commenced. To cancel, email support@packtist.com immediately with your order number and subject line "Order Cancellation."
3.2 After 24 Hours
Cancellation requests submitted more than 24 hours after payment are not accepted. If production has begun — regardless of the time elapsed — cancellation is not possible under any circumstances. You remain liable for the full order value.
3.3 Partial Cancellations
If your order contains multiple line items, individual items may be canceled within the 24-hour window provided they have not entered production. Contact us promptly to discuss partial cancellation feasibility.
| Timing | Cancellation Status | Refund |
|---|---|---|
| Within 24 hours of payment | ✓ Allowed (if not in production) | Full refund |
| After 24 hours, before production | Case by case — contact us | Partial or none |
| After proof approval / in production | ✗ Not permitted | No refund |
| After dispatch | ✗ Not permitted | No refund |
Defective Products
PackTist takes quality seriously. Every order undergoes inspection before dispatch. However, if your order arrives with a genuine manufacturing defect, we will make it right.
4.1 What Qualifies as a Defect
Manufacturing defects include:
- Structural failures — boxes that do not assemble, fold, or close as designed;
- Significant print quality issues — severe banding, misprints, or ink smearing not caused by the file;
- Delamination, cracking, or material separation not caused by handling;
- Cutting or die-cutting errors that deviate materially from the approved die line;
- Finishing errors — lamination bubbling, foil misalignment, or emboss failures.
4.2 What Does Not Qualify
- Color variation within ±10% of approved CMYK proof (industry standard tolerance);
- Minor cosmetic variations inherent to the print process;
- Issues caused by improper storage, handling, or use after delivery;
- Defects that were visible in and consistent with the approved proof.
4.3 How to Report a Defect
Contact us within 3 business days of delivery at support@packtist.com with:
- Your order number;
- Clear photographs of the defect on multiple units;
- A description of the issue and how many units are affected.
Claims submitted after 3 business days of delivery will not be eligible for a reprint or refund, regardless of the nature of the defect.
Incorrect Orders
If PackTist ships an order that materially differs from your confirmed order specifications — for example, wrong product type, wrong size, or wrong material — we accept full responsibility and will provide a remedy at no cost.
"Materially different" means a deviation that a reasonable person would find significant and that was not reflected in or caused by the approved proof. Minor variations within industry tolerance do not constitute an incorrect order.
To report an incorrect order, follow the same process as defect reporting: contact us within 3 business days of delivery with photos and your order number.
If the order was produced exactly to your submitted specifications (dimensions, material, quantity, artwork) but you later realize the specifications were wrong, this is not considered an incorrect order. PackTist cannot be held responsible for errors in specifications you submitted.
Artwork & Proof Errors
Once you approve a digital proof in writing, you assume full responsibility for all elements visible in that proof, including:
- Spelling, grammar, and typographical errors;
- Layout, image placement, and sizing;
- Color representation relative to the CMYK proof;
- Die line and structural accuracy;
- Missing elements, incorrect logos, or wrong brand assets.
PackTist will not issue a reprint or refund for errors that were present in an approved proof, regardless of whether the error originated in the customer's artwork file or was introduced during prepress setup — because the proof approval process exists specifically to catch and correct such issues before production.
If you notice an error in your proof before approving it, notify us immediately. Corrections to proofs are handled at no charge if submitted before production approval. Once approved, the order proceeds as-is.
Quantity Variance
Custom packaging production involves inherent quantity tolerances due to the nature of the printing and cutting process. PackTist applies a standard industry variance of ±5% of the ordered quantity.
- Delivery of quantities within this ±5% range is considered full and complete fulfillment;
- No refund or reprint will be issued for quantities within the ±5% tolerance;
- If the quantity shortfall exceeds 5%, we will ship the remaining units or issue a proportional credit;
- If we ship more than 5% over your ordered quantity, no additional charges apply — keep the extras.
If precise minimum quantities are critical for your project, please note this at the time of order and we will flag it for our production team. We cannot guarantee exact quantities but will make every reasonable effort.
Reprint Process
When a claim is approved and PackTist determines a reprint is the appropriate remedy, the following process applies:
- We will confirm the claim and issue a reprint authorization within 3–5 business days of receiving your claim with complete documentation;
- Reprints use your original approved artwork and specifications — no changes can be made during a reprint;
- Reprint production follows standard production timelines (10–15 business days);
- Reprints are shipped at no additional cost via standard ground shipping;
- You may be required to return defective units before or after receiving the reprint, at our discretion.
PackTist's default remedy for qualified claims is a reprint, not a cash refund. A monetary refund may be offered at our discretion where a reprint is impractical — for example, if the product is discontinued or if the customer no longer needs the order.
Refund Eligibility
Cash refunds are issued only in the following specific circumstances:
| Situation | Eligible for Refund? | Amount |
|---|---|---|
| Cancellation within 24 hours (pre-production) | ✓ Yes | Full refund |
| PackTist-caused production defect (verified) | ✓ Possible | Partial or full at our discretion |
| Incorrect order shipped (not matching confirmed specs) | ✓ Possible | Full refund or reprint |
| PackTist unable to fulfill order (discontinued product, material unavailable) | ✓ Yes | Full refund |
| Customer change of mind after production | ✗ No | No refund |
| Errors in customer-approved artwork | ✗ No | No refund |
| Color variation within ±10% CMYK tolerance | ✗ No | No refund |
| Shipping delays by carrier | ✗ No | No refund |
9.1 Refund Processing
Approved refunds are processed to the original payment method within 7–10 business days of approval. Stripe and PayPal processing times may add an additional 3–5 business days depending on your bank. We will notify you by email once the refund has been initiated.
Store Credit
In cases where a full cash refund is not applicable but we wish to acknowledge a service shortfall, PackTist may, at our sole discretion, issue a store credit toward a future order. Store credits:
- Are issued as a credit code applied at checkout;
- Are valid for 12 months from the date of issuance;
- Are non-transferable and have no cash value;
- Cannot be combined with other promotional discounts unless explicitly stated;
- Are forfeited if the account is closed before use.
Chargebacks
We strongly encourage customers to contact us directly before initiating a chargeback with their bank or payment provider. Most issues can be resolved quickly through direct communication — a chargeback process typically takes 60–120 days and is stressful for both parties.
If a chargeback is filed without first contacting PackTist, we reserve the right to:
- Dispute the chargeback with full documentation of the order, proof approval, and shipping records;
- Suspend or permanently close the customer's account;
- Decline future orders from the same customer.
Fraudulent chargebacks — filed on completed orders that were produced and delivered as specified — may be reported to relevant authorities and credit bureaus. We take fraud seriously and maintain detailed records of every order, proof approval, and delivery.
Email us at support@packtist.com before filing a chargeback. We respond within 2 business days and genuinely want to resolve any issue fairly and quickly.
How to Submit a Claim
To submit a defect, return, cancellation, or refund claim, follow these steps:
- Step 1: Email support@packtist.com within 3 business days of delivery (or within 24 hours for cancellations);
- Step 2: Use the subject line: "Claim — [Your Order Number]";
- Step 3: Include clear photographs of the issue (multiple units, multiple angles);
- Step 4: Describe the issue in detail — what was ordered, what was received, and what you believe went wrong;
- Step 5: We will acknowledge your claim within 2 business days and provide a resolution timeline.
Claims submitted without photographs, order numbers, or sufficient detail may be delayed or denied pending additional information. We review every claim thoroughly and fairly.
Contact Us
For questions about this policy or to submit a claim, reach our team directly. We are committed to resolving all issues promptly and professionally.