Clear terms for custom orders
Refunds, cancellations & order claims
We make custom packaging easier to order and easier to resolve. This policy explains when you can cancel, what we cover, and how to reach us when an order needs attention.
You are protected while your order is being prepared.
Every custom order includes a digital proof. You can request revisions to your artwork, layout, colors, and product details before approval.
Full refund before approval
If you decide not to proceed before approving the proof, contact us for a full refund. No production-related cancellation fee applies before approval.
Once you approve the proof, the order moves forward according to the specifications you accepted. Changes after approval may require a new quote and are not automatically refundable.
What we will review
We review claims when the delivered order has a clear issue connected to the approved specifications or the delivery itself.
- A product or variant different from your approved order
- A confirmed printing, construction, or material defect
- A clear mismatch with the approved digital proof
- Missing items or a significant quantity discrepancy
- Damage that occurred during shipping
- A delivery issue reported within 48 hours
A custom order follows the proof you approve.
Customer-supplied errors
Spelling, artwork, dimensions, colors, or other details supplied by you and approved in the proof.
Change of mind after approval
Custom products cannot normally be cancelled or returned after proof approval or after production has started.
Normal material variation
Small variations in color, texture, opacity, or placement can occur across screens, materials, and production batches.
Late or unsupported claims
Claims should be submitted promptly with photos or video. Missing evidence may delay or limit our review.
Send the details once. We will take it from there.
Contact us
Email support@packuva.com or message us on WhatsApp within 48 hours of delivery.
Share evidence
Include your order number, a description of the issue, and clear photos or an unboxing video.
Review and resolve
We review your claim and respond with the next step, normally within 1 business day.
The right outcome depends on the issue.
Replacement or remake
For confirmed defects, incorrect items, or damage, we may replace or remake the affected items.
Partial refund
For a limited issue where the order remains usable, we may offer a partial refund after review.
Full refund
For a substantial confirmed issue, or a cancellation before proof approval, we may refund the eligible amount to the original payment method.
Approved refunds are sent to the original payment method. Banks and card providers typically take 3 to 10 business days to post the funds.
A few useful answers
Yes. You can cancel for a full refund before approving the digital proof. We also include proof revisions so you can adjust artwork, colors, and specifications before making that decision.