Refund policy

Custom Packaging Refund & Return Policy

Thank you for choosing our custom packaging products. We strive to provide high-quality customized solutions that meet your expectations. Please carefully read the following refund and return policy before placing an order, as custom packaging products are made to your specific requirements and have unique characteristics, which may affect the eligibility for refunds and returns.

1. Eligibility for Refunds & Returns

Due to the personalized nature of custom packaging, we only accept refund or return requests under the following circumstances:
  • Manufacturing Defects: The product has quality issues caused by the production process, such as incorrect material, poor craftsmanship, printing errors (not consistent with the confirmed design draft), missing components, or structural damage that affects normal use. You must provide clear photos or videos of the defective product and the outer packaging within 7 working days after receiving the goods.
  • Wrong Product Delivery: We mistakenly deliver products that do not match your order requirements (e.g., wrong size, wrong style, wrong quantity) that are not related to the custom design. You need to provide the order number, delivery note, and photos of the received product within 3 working days after receipt.
  • Unforeseen Force Majeure: Events such as natural disasters, accidents, or policy changes that make it impossible for you to receive or use the product, and both parties agree to terminate the order. Relevant proof materials may be required.
The following situations are not eligible for refunds or returns:
  • Changes in personal needs, preferences, or errors in the design requirements provided by you (e.g., incorrect size, wrong logo, wrong color selection provided by you) that lead to dissatisfaction with the product.
  • Minor deviations that do not affect the overall use and appearance of the product, such as slight color differences (due to differences in display screens, printing batches, and material characteristics, slight color deviations are normal), or minor dimensional errors within the industry's allowable range.
  • Damage to the product caused by improper storage, transportation, or use after you receive the goods.
  • Products that have been used, modified, or processed by you and cannot be restored to their original state.
  • Refund or return requests submitted beyond the specified time limit without reasonable reasons.

2. Refund & Return Application Process

  1. Submit a Request: If you meet the refund or return conditions, please contact our customer service team via [email address/phone number] within the specified time limit. Please provide the following information: order number, date of receipt, detailed description of the problem, and relevant proof materials (photos, videos, etc.).
  2. Review & Confirmation: Our customer service will review your request and the provided materials within 3-5 working days. If the request is approved, we will issue a "Return Authorization (RA) Number" and inform you of the return address, shipping requirements, and other relevant matters. If the request is rejected, we will explain the reasons in detail.
  3. Return the Product: You need to send the product back to the designated address within 7 working days after receiving the RA Number. Please ensure that the product is properly packaged to avoid secondary damage during transportation. You shall bear the shipping cost for returning the product unless the return is caused by our errors (e.g., wrong delivery, manufacturing defects). Please keep the shipping invoice and waybill number for verification.
  4. Inspection & Processing: After receiving the returned product, we will inspect the product's condition and the validity of the problem within 5 working days. If the inspection confirms that the product meets the refund or return conditions:
    1. For refund requests: We will process the refund within 7-10 working days. The refund will be returned to your original payment account, and the specific arrival time depends on the processing cycle of your payment platform.
    2. For replacement requests: We will arrange the production and delivery of the new product as soon as possible, and we will bear the shipping cost of the replacement product.

3. Special Provisions for Custom Packaging

1. Before starting the production of custom packaging, we will send you a design confirmation draft (including size, color, logo, layout, etc.) via email or other agreed channels. You must carefully check and confirm the draft. Once you confirm the draft, we will start production, and any subsequent changes to the design will incur additional costs. If the problem arises due to your incorrect confirmation of the draft, we will not be responsible for refunds or returns.
2. For large-volume custom packaging orders (the specific standard is subject to the agreement in the order contract), we may provide a sample before mass production with your consent. If you confirm the sample, the mass-produced products will be based on the sample standard. If there is no obvious difference between the mass-produced products and the sample, we will not accept refund or return requests due to inconsistent expectations.
3. The value of custom packaging products is closely related to the personalized design and production. If the return is caused by our reasons, we will refund the full amount of the product. If the order is terminated due to force majeure, the refund amount will be determined according to the progress of the production and the losses incurred by both parties through negotiation.

4. Liability Limitation

Our liability for refund and return of custom packaging products is limited to the value of the product itself. We will not be liable for any indirect losses (such as business losses, loss of profits, loss of business opportunities, etc.) caused by the product quality problems or the delay of refund and return processing, unless otherwise specified by law.

5. Contact Information

If you have any questions about the refund and return policy or need to submit a refund and return request, please contact us through the following channels:
Customer Service Email:  info@ydxpackaging.com
Customer Service Phone:  86 19129491356

6. Other Provisions

1. This refund and return policy applies only to custom packaging products purchased through our independent website. For products purchased through other channels, please refer to the relevant policies of the corresponding channel.
2. We reserve the right to modify and update this policy. The updated policy will be posted on our independent website, and the update will take effect from the date of posting. If you place an order after the policy is updated, it means you agree to the updated policy.
3. If there is any dispute arising from this policy, both parties shall resolve it through negotiation first; if the negotiation fails, it shall be governed by the laws of [your country/region] and submitted to the people's court of [your jurisdiction] for jurisdiction.
Effective Date: [MM/DD/YYYY]