Packaging is typically custom-made. Refunds and credits therefore depend on production stage, fault, and the terms in your order confirmation. The following is a general framework.
Before production
If you cancel before materials are committed or production has started, we may refund or credit deposits minus any design, sampling, or admin costs already incurred, as stated in your quote.
After production starts
Once production has begun, orders are generally non-refundable except where we fail to meet agreed written specifications and cannot remedy the issue within a reasonable time.
Defects and quality
Report visible defects within the period stated in your order (or within seven days of delivery if none is stated). We may replace, rework, or credit at our discretion in line with the contract and industry practice for custom goods.
How to request a review
Contact your project manager or use our Support page with your order reference, photos, and a short description of the issue.