Return & Refund Policy
Our commitment to quality, and how PACKPRO Industries handles returns, replacements and refunds for food packaging orders.
Last updated: 10 July 2026
Every order is supplied to food-grade standards and inspected before dispatch. Because our products are food-contact packaging supplied in bulk, returns are accepted only in the specific circumstances set out below.
Returns are accepted only for damaged or incorrect products
If your order arrives damaged in transit or you receive an incorrect product, you must report it to us within 48 hours of delivery, along with your order number and clear photographs of the affected items and their outer packaging. Once verified, we will arrange a free replacement or a refund for the affected quantity. Claims reported after 48 hours may not be accepted.
Custom printed products are non-returnable
Custom-printed, branded or made-to-order packaging is produced specifically for you against an approved proof and cannot be returned, cancelled or refunded once production has begun, except where the product is damaged in transit or defective due to a supply error on our part. Please review and approve your digital proof carefully before production.
Non-returnable items
- Custom-printed or personalised packaging (except for transit damage or a supply defect).
- Products that have been used, opened, or are no longer in their original, resaleable condition.
- Change-of-mind or over-ordering — returns are not accepted for these reasons.
Replacements & refunds
- For a verified damaged or incorrect order, we will replace the affected goods or, where a replacement is not possible, issue a refund for that quantity.
- Approved refunds are processed to the original payment method within 7–10 business days of verification.
- Return shipping for damaged or incorrect goods (i.e. our error) is borne by us. Applicable taxes are refunded as per law.
How to raise a claim
- Email [email protected] within 48 hours of delivery with your order number and photographs of the damaged or incorrect items.
- Our team will review your claim and respond, typically within 2 business days, with the next steps.
Contact
Need help with an order? Email [email protected] or reach us on WhatsApp.