Return & Refund Policy
At PackEnza, we aim to get your packaging right every time. Because our products are bespoke and engineered to your specific brand requirements, we follow a strict quality controlled return and reprint protocol to ensure your total satisfaction.
Since all products and services offered by PackEnza.com are customized according to the client's specific query, the customer must inform the company if the delivered products are not according to their requirements and specifications, or are defective.
- Contact: Please email sales@packenza.com with your order number, clear photos, and a brief explanation within 3 working days of receiving your order.
- Damaged Orders: Keep all original packaging and take clear photos of the damaged product, the outer shipping box, and the shipping label.
Important: Claims submitted after the 3 working-day window may not be eligible for resolution. Please inspect your order immediately upon delivery.
- Produced according to your approved proof
- Returns or reprints accepted if verified as defective, damaged, or incorrectly produced by our management team
- May be returned within 14 days of delivery
- Items must be unused, in original packaging, and in resalable condition
A direct chargeback is not a standard option for custom manufacturing. However, a free reprint of the order is provided by the company if the fault in the product is proven to be on the company's side.
Determination: The defect is determined by the management team at PackEnza after a thorough audit of the production logs and the digital proof approved by the client.
Timeline: Full orders must be shipped back within 7 working days by the customer along with proper documents and the RMA number clearly marked on the label.
- Defective or Incorrect Items: If the fault is proven to be on the company's side, we will provide a resolution for the shipping costs or a free reprint.
- Client End Errors: If the fault is at the client's end (e.g., error in the approved proof) and they still request a refund, they must return the printed job at their own cost. A refund will be provided only after deducting the product's setup and shipping costs.
- Tracking Required: All returns must be sent via tracked shipping for verification.
In cases where a refund or credit is approved by our management:
- Proof Approved Orders: Minor color or print variations within industry standards (within 10%) are not considered defects.
- Used Items: Used or partially used packaging is not eligible for return or reprint.
- Statutory Rights: This policy complies with Consumer Contracts Regulations and does not limit your statutory rights under applicable consumer laws.