Returns Policy
A 30-day return window and free return shipping on approved claims, plus your rights under Australian Consumer Law.
Overview
Every Custom Cardboard Boxes order is made to your approved proof, so returns cover goods that arrive defective, damaged or different from that proof. You have 30 days from delivery to report a problem, return shipping on approved claims is free, and your rights under the Australian Consumer Law apply in full. To claim, email your order number with photos of the issue and we respond within 2 business days.
Because all of our products are manufactured to your custom specifications, our returns policy covers orders that arrive defective, damaged or different from your approved proof. You have 30 days from delivery to report an issue, and return shipping on every approved claim is free. Nothing in this policy limits your rights under the Australian Consumer Law (ACL).
Custom-Made Goods
All products are produced to your approved design proof and specifications. Before production begins, you will receive a digital proof for review and approval. Please check all details carefully, including dimensions, print colours, text, and artwork, before giving approval. Because every order is unique to your brand, returns are limited to situations where the order is defective, damaged in transit, or does not match your approved proof.
30-Day Return Window
If your order arrives defective, damaged in transit, or does not match your approved proof, contact us within 30 days of receiving it. All claims need photos or video that clearly show the issue.
When reporting an issue, please include:
- Your order number
- A clear description of the defect or fault
- Photographs or video showing the issue
- The quantity of affected units
Return Eligibility
Returns are accepted for verified manufacturing faults, transit damage, and orders that do not match the approved proof. Because every order is custom-made, we cannot accept returns for:
- Change of mind
- Incorrect specifications approved by the customer
- Normal variation in custom manufacturing
- Products that match the approved proof and specifications
We strongly encourage you to review every proof carefully before approving production. Our team is always available to clarify details during the approval stage.
Free Return Shipping
If a return is approved, the following conditions apply:
- Return shipping is free: we cover the cost on every approved claim
- The affected units should be returned unused, in their original condition
- All original packaging should be included where possible
Returns are sent back by post or courier. We will arrange the return and send you the details once your claim is approved.
Resolution and Refunds
Each claim is reviewed individually. Once we verify the issue, we will offer a reprint, replacement, store credit, or refund, depending on the nature of the problem and in line with our obligations under the ACL. Refunds are issued to the original payment method.
Once an approved return is received and inspected, resolutions are typically processed within 5 to 10 business days. You will be notified by email when your claim has been reviewed and a resolution confirmed.
Your Rights Under Australian Consumer Law
Our goods come with consumer guarantees under the ACL that cannot be excluded. You are entitled to a repair, replacement, or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
How to Make a Claim
To make a claim, contact us at info@customcardboardboxes.com.au within 30 days of receiving your order. Include your order number, a description of the issue, and photographs or video. We will assess your claim and respond within 2 business days, and return shipping on an approved claim is free.
Questions about our policies?
Our team is happy to clarify anything. Reach out and we will respond within one business day.
mail info@customcardboardboxes.com.au