Once you have approved the final artwork and specification and we have started manufacturing your genuinely bespoke or personalised packaging, the order cannot normally be cancelled for a change of mind and payments are non-refundable, except where a refund or other remedy is required by law or expressly agreed in writing.
Before production starts
Please contact us as soon as possible if you want to amend or cancel an order. A quotation enquiry itself is not an order and creates no obligation to pay. For an accepted order that has not entered production, we will review cancellation requests against the agreed quotation, any costs already reasonably and irreversibly incurred, and applicable legal rights. We will not make deductions that are prohibited by law.
When production is considered to have started
For the purposes of an agreed bespoke commercial order, production may start when the approved artwork or structural design is released for printing, tooling, die-making, cutting, manufacturing or another irreversible order-specific production activity. We will confirm the relevant start point for your order where practical. Internal quotations or a customer enquiry alone do not count as the start of manufacturing.
Why change-of-mind refunds are limited
Packaging produced to your individual dimensions, branding or other unique specifications may not be reusable or saleable to another customer. For business customers, cancellation arrangements follow the accepted written contract, subject to applicable law. For consumers, the normal distance-selling change-of-mind cancellation right does not generally apply to goods genuinely made to their specifications or clearly personalised, but not every item assembled to order qualifies for that exception.
Standard, non-personalised products
Where an item is not genuinely bespoke and the purchaser is a consumer with a statutory distance-selling cancellation right, we will honour that right and the applicable refund and return deadlines. We will provide the applicable cancellation information before a binding purchase is completed. A no-refund policy cannot override those rights.
If something arrives faulty or incorrect
Your legal rights remain in place. If goods are defective, materially different from the agreed specification or otherwise do not meet mandatory legal standards, contact us at info@packagingshelter.co.uk with the order reference, a description of the issue and photographs where possible. Do not dispose of the goods until we have had a reasonable opportunity to investigate, unless safety requires it.
Depending on the circumstances and the law applicable to the contract, an appropriate remedy may include a correction, replacement, price reduction or refund. Nothing in this policy removes or restricts statutory consumer rights or liability that cannot lawfully be excluded.
Artwork approvals and production tolerances
Please check text, spelling, dimensions, dielines, layout, colours and material selections before giving written production approval. Print, fold and colour tolerances, where relevant, must be stated and agreed in the quotation or approved proof. An approval does not remove the supplier's responsibility for producing goods that meet the agreed specification or any applicable legal duties.
Transit damage and missing goods
Tell us promptly if a shipment arrives damaged, incomplete or not as agreed. Photographs of the outer carton and the contents can help investigate with the carrier. Reporting promptly is helpful but does not shorten mandatory statutory rights.
How refunds are processed
If a refund is agreed or legally required, we will tell you the amount, method and expected timing. Refunds covered by statutory consumer cancellation rules will be paid within the relevant legal deadlines. We do not charge a fee for exercising mandatory statutory rights.
Questions about your order
Email info@packagingshelter.co.uk or call +1 (917) 947-0112. Refer to our Terms and Conditions and Delivery information for related details.