This policy applies to all orders placed through www.theboxessupplier.com.
Please read it carefully before placing an order, because the nature of our work is custom and made-to-order. When a box is printed with your dimensions, your colors, your logo, and your requested materials — that item cannot be reversed, resold, or refunded. There is no standard “inventory” that can be returned to stock. For that reason, we do not provide monetary refunds under any circumstances. Instead, we may offer a reprint when there is a proven, valid claim that falls within the strict rules below.

General Position — No Refunds, Only Reprints on Valid Grounds

All sales are final because every order is custom-created for a specific client and cannot be undone or reused. If a verified production error is confirmed to be our responsibility, we will issue a reprint of the affected quantity. No part of this policy provides or implies eligibility for a payment reversal, reversal to card, bank return, credit note, or cash refund.

This is a production-rectification policy, not a compensation policy.

Valid Grounds for Reprint

A reprint will be considered only when one or more of the following is proven with acceptable evidence:

• Printing error — text, artwork, or placement printed incorrectly relative to the approved file.
   
• Wrong size from our side — the finished box dimensions differ from the confirmed specifications.
   
• Damaged on arrival — You get your order crushed, torn, dented, warped, or soaked.
   
• Wrong material — material used is not the one confirmed during order finalization.
   
• Color mismatch vs approved proof/sample — but only when the printed output deviates significantly from the final approved digital proof or approved physical sample. Personal expectations not based on an approved reference are not accepted.
   
• Missing quantity — delivered units are fewer than invoiced and documented.

No other reason qualifies. Subjective preferences or after-delivery change of mind do not qualify.

Claim Window — Strict 3-Day Limit

All claims must be submitted within 3 calendar days from the moment delivery is confirmed.
After 3 days, no claim will be reviewed, regardless of cause. This rule is strict to prevent misuse and to maintain operational fairness.

Time is calculated from the first delivery record, not from the day the package is opened.

Proof Requirements

Claims must include clear photo or video evidence showing the issue. Evidence must show the defect clearly, not implied or described verbally. We do not accept claims based on statements without visible proof. The burden of proof lies with the customer submitting the claim.

If needed, additional photos or videos may be requested to validate scale, quantities, scratches, alignment or packaging state.

Return of Goods (If Requested)

In some cases, we may ask for physical return of defective items for verification.
If a return is required, the customer is responsible for return shipping costs. We do not reimburse or pre-pay return freight. Items must be returned unused and in their received condition.

If we decide that a return is unnecessary and photos are sufficient, the reprint decision may be based on visual proof alone.

Situations Not Covered

No reprint or adjustment will be offered for:

• Customer-supplied files with spelling or design mistakes.
   
• Color dissatisfaction not backed by an approved reference.
   
• Expectations not written or confirmed in final approval.
   
• Artwork changes requested after production started.
   
• Damage caused by storage or handling after delivery.
   
• Delays caused by courier or customs.
   
• Taste or preference differences that are not manufacturing faults.

This policy is built to correct genuine production faults, not subjective outcomes.

Color Clarification Rule

Color tolerance is reviewed only against the last approved proof or approved physical sample. Screen-to-screen differences due to monitor calibration, device brightness, or personal expectation do not qualify. If the print matches the approved proof, the claim is invalid even if the buyer “expected a slightly different tone.”

Reprint Scope & Conditions

When a claim is approved, we reprint only the affected quantity and only with the same specifications as the original. We do not redesign, re-modify, or upgrade specifications as part of a reprint. The reprint replaces the defective run — it is not a new order.

No credits, no partial refunds, no downgrade to monetary form are offered instead of reprint.

Process to File a Claim

Send an email within the allowed window to:
support@theboxessupplier.com
Subject line: Reprint Claim — Order #XXXX

Include:

1. Order number and delivery date
    
2. Clear photos or video proof
    
3. One-line description of the defect
    
4. Proof the claim is submitted within the 3-day period

Decision Timeline

Once a complete claim is submitted, we review it and reply with an initial decision or request for further evidence. If verified, reprint scheduling will begin and you will be informed of the timeline. Additional inspections or clarifications may extend verification time.

This policy is not written to avoid responsibility — it is written to ensure fairness, protect custom manufacturing integrity, and keep service transparent. We correct genuine mistakes when they occur. We do not refund custom work that has been produced on exact order instruction and cannot be undone.

By placing an order with The Boxes Supplier, you agree to all terms stated in this policy