Return and refund policy

At Packaging Leaders, every custom packaging order is manufactured specifically to meet your approved dimensions, artwork, materials, and branding requirements. Because our products are custom-made for each customer, returns and refunds are subject to the terms outlined below.

We encourage customers to carefully review all artwork, dimensions, quantities, and order details before approving an order for production.

1. Custom Products & Change-of-Mind Policy

All Packaging Leaders products are custom manufactured according to the customer’s specifications.

We do not accept returns or provide refunds for:

Change-of-mind requests
Incorrect dimensions or specifications provided by the customer
Typographical or spelling errors in customer-supplied artwork
Incorrect artwork or design files supplied by the customer
Errors contained in an approved proof
Incorrect quantities ordered by the customer

Once a custom order enters production, it cannot be cancelled, returned, or refunded except in cases involving a verified manufacturing or production defect attributable to Packaging Leaders.

2. Order Cancellation

Customers may request cancellation within 4 hours of final order or proof approval, provided production has not yet started.

After this 4-hour cancellation window, a 5% cancellation fee may apply if the order can still be cancelled.

Once an order has entered production or the press stage, cancellation and refunds are generally not available.

Cancellation requests are reviewed as quickly as possible, typically within 12–24 hours. However, a cancellation cannot be guaranteed once production has begun.

For completed orders that cannot be cancelled, Packaging Leaders may, at its discretion, offer complimentary warehouse storage and arrange shipment at a later date.

3. Defective, Damaged, or Incorrect Orders

We are committed to maintaining high-quality standards throughout the manufacturing process. If your order arrives with a verified manufacturing defect, significant printing error, shipping damage, or does not match the approved specifications, please contact our team promptly.

Reporting Timeframe

Any defect, printing issue, incorrect product, or shipping damage must be reported within 14 days of delivery.

To help us investigate your claim, please provide:

Order number
Detailed description of the issue
Clear photographs showing the defect or damage
Video evidence, when applicable
Photographs of the shipping package if the issue appears to be related to transit

Claims should be submitted to sales@packagingleaders.com.

4. Resolution for Verified Defects

After reviewing the claim and confirming that the issue was caused by Packaging Leaders, we may provide an appropriate resolution based on the nature and extent of the issue.

Possible resolutions include:

Reprint

We may reproduce the affected order or affected portion of the order at no additional production cost.

Replacement

Where appropriate, replacement products may be provided.

Refund

If a reprint or replacement is not appropriate, Packaging Leaders may issue a full or pro-rated refund for the affected portion of the order.

Packaging Leaders reserves the right to determine the appropriate resolution after reviewing the circumstances and supporting evidence.

5. Return Process for Verified Defects

In certain circumstances, we may request that defective or incorrect products be returned for inspection.

If a return is required:

Return Method: Our support team will provide the appropriate return instructions.

Return Shipping: If the defect is confirmed to be attributable to Packaging Leaders, we will provide a prepaid return label or reimburse reasonable return shipping costs.

Product Condition: Products should be returned in the condition in which they were received, preferably in their original packaging.

Please do not return any products without first receiving return instructions from our team.

6. Customer-Caused Errors

Packaging Leaders is not responsible for defects or errors resulting from customer-provided or customer-approved information.

Examples include:

Incorrect artwork supplied by the customer
Spelling or typographical errors
Incorrect dimensions or specifications
Errors present in customer-approved proofs
Incorrect product or quantity selected by the customer

In these circumstances, refunds, replacements, or complimentary reprints may not be available.

Any request related to a customer-caused issue will be reviewed on a case-by-case basis.

7. Refund Processing

If a refund is approved, it will generally be issued to the original payment method used for the order.

Processing Time: Approved refunds are typically processed within 5–7 business days.

After the refund has been processed by Packaging Leaders, your bank or payment provider may require an additional 3–5 business days to post the funds to your account.

Actual processing and posting times may vary depending on your financial institution or payment provider.

8. Restocking Fees

We do not charge restocking fees for approved returns because our products are custom manufactured and cannot ordinarily be resold.

Any approved refund, replacement, or reprint remains subject to the terms and conditions of this policy.

9. Important Order Terms

For your convenience, please keep the following terms in mind:

Full payment is required before production begins.
Customers have 4 hours after final proof/order approval to request cancellation, provided production has not started.
A 5% cancellation fee may apply to eligible cancellations made after the initial 4-hour window.
Orders generally cannot be cancelled or refunded once they have entered production or the press stage.
Custom products cannot be returned due to change of mind or customer-supplied errors.
Defects, damage, or incorrect products must be reported within 14 days of delivery.
Verified manufacturing defects may qualify for a reprint, replacement, or refund.
Production and shipping timelines are estimates and may vary depending on the order and shipping conditions.

10. Contact Us

If you have questions regarding our refund, return, or cancellation policy, or if you need to report an issue with your order, please contact our customer support team.

Packaging Leaders
Phone: +1 (945) 215-2346
Email: sales@packagingleaders.com
Address: 5900 Balcones Drive # 25081 Austin, TX 78731