Return & Cancellation Policy
Every PackTist order is custom-made to your specifications, so we do not accept change-of-mind returns. What we do offer is a 30-day reprint guarantee: if your order arrives defective, short, or not as approved, tell us within 30 calendar days of delivery and we will put it right at our cost. Damage in transit must be reported within 10 calendar days of delivery. You can cancel for a full refund within 24 hours of order confirmation, as long as production has not started, and an online order request can be cancelled at no charge before the final price is agreed. After that, cancelling may carry a charge for materials and supplier costs already committed. If the error came from artwork or specifications you approved, we cannot refund or reprint free of charge, but we will gladly produce a corrected run at standard price.
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.
Returns on Custom-Made Goods
Custom packaging is manufactured for one customer and has no resale value to anyone else, so PackTist does not accept change-of-mind returns on completed orders. That is standard across the custom print and packaging industry.
What we do stand behind is the work itself. If the order is defective, materially different from what you approved, or short of the quantity you paid for, our 30-day reprint guarantee in Sections 04 to 08 applies. Damage in transit is covered too when it is reported within 10 calendar days of delivery (Section 08). In most cases we resolve a claim from photographs, without asking you to ship anything back.
Returns and refunds are not available 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 cancelled, and refunds are limited to the cases in Section 10, such as defects or errors on our side. 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 order confirmation, provided production has not yet started. Your order is confirmed once payment is received and PackTist has acknowledged it in writing. To cancel, email support@packtist.com immediately with your order number and the subject line "Order Cancellation."
Online order requests. If you ordered through the cart on our website, your order is a request until your Packaging Manager has agreed the final price with you. You can cancel it at any time before then at no charge, and your card is not charged.
3.2 After 24 Hours
After 24 hours, work on your order is under way. We may have bought board and paper, reserved a production slot or paid suppliers for your job. A cancellation requested after this point may still be accepted until production starts, but the costs already committed are deducted and the balance is refunded. Once your proof is approved and production has begun, the order cannot be cancelled.
3.3 Partial Cancellations
Individual line items can be cancelled on the same terms. Each is refunded in full within 24 hours of order confirmation, and after that with a deduction for costs already committed, until that item enters production. Contact us promptly to discuss partial cancellation.
| Timing | Cancellation Status | Refund |
|---|---|---|
| Within 24 hours of order confirmation | ✓ Allowed (if not in production) | Full refund |
| After 24 hours, before production | Allowed, with a charge for costs already committed | Balance refunded |
| 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 30 calendar 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 raised after 30 calendar days of delivery may not qualify for a reprint, refund, or review. Report as early as you reasonably can. The sooner we see photographs, the faster we can resolve it.
4.4 Returning Goods
Most claims are settled from photographic evidence and we do not ask for the goods back. Where we do need units returned for inspection:
- If the fault is ours (a manufacturing defect, a print error, an incorrect order or transit damage), PackTist arranges and pays for return shipping. You are never out of pocket for our mistake.
- If you request a return for any other reason, or if our quality review finds the goods match the approved proof, return shipping is at your expense and the original shipping charge is non-refundable.
Incorrect Orders
If PackTist ships an order that materially differs from your confirmed order specifications, for example the wrong product type, size or 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 30 calendar 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
Printing and die-cutting cannot land on an exact count. Sheets are consumed setting colour and registration before the first good copy comes off the press, so every custom run finishes slightly above or below the number ordered. The trade handles this with a published tolerance, and PackTist applies the standard ±5% of the ordered quantity.
In practice we aim to over-deliver. Our production team targets a small over-run, typically 2–3% above your order, so that a run of 1,000 units ships as roughly 1,020 to 1,030. You are not charged for the extras and you keep them.
- Any quantity within the ±5% range counts as full and complete fulfilment;
- No refund or reprint is issued for a shortfall inside the ±5% tolerance;
- If a shortfall exceeds 5%, we produce and ship the missing units at our cost, or issue a proportional credit, whichever you choose;
- If we ship more than 5% over, there is no additional charge. Keep them.
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.
Shipping Damage & Delays
8.1 Damage in Transit
If part of your order arrives crushed, water-damaged, or otherwise harmed in transit, PackTist will remanufacture the damaged units at no cost to you. Report it within 10 calendar days of delivery with photographs of both the damaged goods and the outer cartons they arrived in. Carrier claims depend on that packaging evidence, so please do not discard it.
You are not asked to return damaged goods. Photographs are enough.
8.2 Delivery Delays
Production and transit times quoted at the time of order are estimates in good faith, not guarantees of a delivery date. Once an order leaves our facility it is in the hands of the carrier.
8.3 Circumstances Beyond Our Control
PackTist is not liable for delay, disruption, or non-performance caused by events outside our reasonable control, and such events are not grounds for a refund, cancellation, or claim. These include, without limitation:
- Natural disasters: earthquake, flood, fire, storm, or other extreme weather;
- War, armed conflict, civil unrest, terrorism, or sanctions;
- Epidemic, pandemic, or government-imposed restrictions;
- Customs inspections, port congestion, or border closures;
- Carrier delays, strikes, industrial action, or labour shortages;
- Failure of utilities, telecommunications, or transport infrastructure;
- Shortage or disruption in the supply of raw materials.
Where such an event occurs we will tell you promptly, keep you updated, and work to deliver as soon as it is practical to do so. If the disruption makes an order permanently impossible to fulfil, we will refund the undelivered portion.
If your packaging is tied to a fixed launch, trade show, or seasonal deadline, tell us at the time of order. We will confirm in writing whether the date is achievable and flag the order for priority scheduling. We cannot accept liability for a missed deadline that was not agreed in writing beforehand.
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, and no changes can be made during a reprint;
- Reprint production follows standard production timelines (7–10 business days);
- Reprints are shipped at no additional cost via standard ground shipping;
- For a defect claim we may ask for some units back for inspection, at our cost (Section 04). Damage in transit never needs a return (Section 08).
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 of order confirmation (pre-production) | ✓ Yes | Full refund |
| Cancellation after 24 hours, before production | ✓ Partial | Refund less costs already committed |
| 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 |
| Damaged in transit (reported within 10 days) | ✓ Yes | Free remake of the damaged units |
| Quantity short by more than 5% | ✓ Yes | Missing units produced free, or proportional credit |
| Shipping delays by carrier | ✗ No | No refund |
| Delay from natural disaster, war, customs or other events beyond our control | ✗ No | No refund |
| Reorder after an error in your approved artwork or specifications | ✗ No | No refund; corrected run quoted at standard price |
10.1 Refund Processing
Approved refunds are processed to the original payment method within 7–10 business days of approval. Card 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 applied as a credit against a future invoice;
- 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.
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;
- Decline future orders from the same customer.
Fraudulent chargebacks, filed on completed orders that were produced and delivered as specified, may be reported to the relevant authorities. 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 30 calendar days of delivery for a defect or incorrect order, within 10 calendar days for damage in transit, or within 24 hours of order confirmation for a full-refund cancellation;
- 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.