Refund Policy

This Refund Policy explains how Packur handles cancellations, returns, refunds, reprints, replacements, samples, and order issues for custom food packaging orders placed through packur.com. Because most Products are made specifically for each customer's brand, our refund process is different from a standard retail return.

1. Custom orders are made to order

Custom printed packaging is produced for your artwork, specifications, and approved digital proof. Once a proof is approved and production has started, the order usually cannot be canceled, returned, or exchanged for a change of mind.

2. Cancellations and changes

If you need to cancel or change an order, contact us immediately at hello@packur.com. We will do our best to help if production has not started. Once materials have been prepared, production has begun, or the order has shipped, changes and cancellations may not be possible.

3. Design proof responsibility

We provide a digital proof before production for custom printed Products. By approving the proof, you confirm that you have reviewed the artwork, spelling, layout, product details, quantity, and other order information. Customer-approved proof errors, including typos or incorrect artwork supplied by the customer, are not eligible for refund or free reprint.

4. Quality issue window

If your order arrives damaged, incorrect, incomplete, or with a suspected production defect, contact us within thirty (30) days of delivery. Include your order number, a clear description of the issue, and photos or videos showing the Products and outer packaging when relevant.

5. How we resolve eligible issues

If we determine that an issue was caused by our production, packing, or fulfillment error, we may offer one or more of the following remedies at our reasonable discretion:

• Reprint of affected Products;
• Replacement or supplemental shipment;
• Store credit or order credit;
• Partial refund;
• Full refund for the affected Products.

We may request additional evidence, samples, or return of affected Products before issuing a refund or reprint.

6. What is not usually considered a defect

Custom printing and packaging production involves normal manufacturing tolerances. The following are not usually treated as production defects:

• Minor color variation between screen previews and printed materials;
• Reasonable print-position, cutting, folding, forming, or material variation;
• Customer-approved spelling, layout, or artwork mistakes;
• Low-resolution, incorrect, or unauthorized artwork supplied by the customer;
• Delays caused by missing information, late proof approval, refused delivery, or incorrect address details;
• Events outside our reasonable control, including carrier disruptions, customs delays, severe weather, or force majeure events.

7. Shipping, customs, and delivery issues

Unless we state otherwise in writing, confirmed order prices include standard door-to-door delivery, customs clearance, duties, taxes, and final delivery. You are responsible for providing accurate delivery information and making reasonable arrangements to receive the order. Costs caused by incorrect addresses, refused delivery, missed delivery attempts, storage, or address changes may not be refundable.

8. Samples

Samples may be available with shipping paid by the customer. If you place an eligible production order, the sample shipping cost may be credited back according to the written sample offer we provide. Any additional goodwill credit or refund for samples is handled case by case and is not guaranteed.

9. How to contact us

To request help with an order issue, email hello@packur.com with your order number and supporting photos or videos. We aim to respond within twelve (12) hours.