Effective Date: July 20, 2026
At Craft Box Agency, customer satisfaction is our priority. As we specialize in manufacturing custom packaging products made to each customer’s unique specifications, our Refund & Return Policy is designed to be transparent and fair while reflecting the nature of custom-made products.
By placing an order with Craft Box Agency, you agree to the terms outlined below.
1. Custom Products
All products manufactured by Craft Box Agency are custom-made according to the specifications, artwork, dimensions, materials, and finishes approved by the customer.
Because custom packaging cannot be resold or reused, custom orders are non-returnable and non-refundable, except in the situations described in this policy.
2. Eligible Refund or Replacement Requests
You may be eligible for a replacement, repair, store credit, or refund if:
- You received the wrong product.
- The product contains verified manufacturing defects.
- The product differs significantly from the approved order specifications.
- Your order arrives with substantial production damage caused during manufacturing.
Each request will be reviewed individually by our Quality Assurance team.
3. Situations Not Covered
Refunds, returns, or replacements will not be provided for:
- Change of mind after production begins.
- Incorrect information submitted by the customer.
- Customer-approved artwork containing spelling, grammar, layout, or design errors.
- Minor color variations caused by printing processes or monitor settings.
- Slight variations in size, material thickness, folding, cutting, or print alignment that fall within accepted industry tolerances.
- Damage caused after delivery.
- Delays caused by shipping carriers, customs, weather, or other circumstances beyond our control.
4. Reporting an Issue
If you believe your order qualifies for a claim, please contact us within 7 calendar days of receiving your shipment.
Your request should include:
- Order number
- Company or customer name
- Description of the issue
- Clear photographs showing the problem
- Images of the packaging and shipping labels (if applicable)
Claims submitted after the reporting period may not be eligible for review.
5. Quality Review
After receiving your claim, our Quality Assurance team will review the information provided.
We may request additional photographs, videos, or product samples if necessary to complete the evaluation.
Craft Box Agency reserves the right to determine whether a manufacturing defect exists.
6. Resolution Options
If your claim is approved, we may offer one of the following solutions at our discretion:
- Replacement of the affected products
- Repair or correction where possible
- Partial or full refund
- Store credit toward a future order
The selected resolution will depend on the nature and extent of the issue.
7. Returns
If a return is required, customers must not send products back without prior written authorization from Craft Box Agency.
Unauthorized returns may be refused or returned to the sender.
When approved, we will provide return instructions.
8. Order Cancellations
Orders may be cancelled before production begins.
Once artwork has been approved and manufacturing has started, orders cannot be cancelled because materials, labor, and production resources have already been committed.
Any approved cancellation before production may be subject to charges for completed design work or administrative costs.
9. Color & Print Variations
Printed packaging may display slight variations due to:
- Printing methods
- Material characteristics
- Ink absorption
- Coating and finishing
- Monitor or screen settings
- Lighting conditions
These minor variations are normal within the commercial printing industry and do not qualify as manufacturing defects.
10. Shipping Damage
If your shipment appears damaged during delivery:
- Inspect the package before accepting it whenever possible.
- Take photographs of the damaged packaging and products.
- Notify both the shipping carrier and Craft Box Agency as soon as possible.
Claims related to shipping damage should be reported promptly to help facilitate resolution.
11. Refund Processing
If a refund is approved:
- Refunds will be issued using the original payment method whenever possible.
- Processing times may vary depending on your payment provider or financial institution.
- Shipping charges and other non-refundable service fees may not be included unless required by applicable law or otherwise agreed.
12. Contact Us
If you have any questions regarding this Refund & Return Policy or need assistance with an order, please contact us:
Craft Box Agency
Website: craftboxagency.com
Email: support@craftboxagency.com
Phone: +1 (978) 338-8111