Return & Refund Policy
At Eco Packaging Factory, every product is custom-manufactured according to each customer's approved specifications. Because our products are personalized, please review the following policy carefully before placing an order.
1. Custom Orders
All products are made to order based on the artwork, specifications, and requirements approved by the customer.
Before production begins, we will provide a final design confirmation that includes details such as:
Artwork and layout
Dimensions
Materials
Printing methods and finishes
Quantity
Other production specifications
Customers are responsible for carefully reviewing and approving all information before production starts.
2. Customer Approval
Once the customer has approved the final design and production has begun, any subsequent requests to modify the design, specifications, or artwork cannot be accommodated.
If production has been completed according to the customer's approved design, we are unable to offer refunds, replacements, compensation, or other after-sales services for changes requested after approval.
3. Quality Guarantee
We stand behind the quality of our products.
If any of the following issues are caused by our manufacturing process, we will take full responsibility:
Printing errors
Incorrect materials
Incorrect dimensions beyond the stated production tolerance
Manufacturing defects
Production that does not match the customer's approved specifications
Depending on the situation, we may provide a replacement, refund, or other appropriate solution. We will also cover any reasonable costs directly resulting from errors that are determined to be our responsibility.
4. Production Tolerances
As custom packaging products are manufactured through industrial production processes, certain minor variations are considered normal and do not qualify for refunds or replacements.
These include:
Minor color variations between the approved proof, digital display, and final printed products
Dimensional tolerances of ±1–3 mm
Quantity tolerance of ±1%
These variations are standard within the printing and packaging industry and are not considered manufacturing defects.
5. Shipping Damage
If products are damaged during transportation, please notify us as soon as possible after receiving the shipment and provide clear photographs of:
The damaged products
The outer packaging
Shipping labels
The overall condition of the shipment
We will actively work with both the customer and the freight forwarder to investigate the issue and seek a fair and reasonable solution. While shipping damage is outside our direct control, we will make every reasonable effort to minimize the customer's losses and assist in resolving the claim.
6. Claims
To help us investigate any quality-related issue, claims should be submitted promptly after receipt of the goods and include sufficient supporting information, such as photographs, videos, and a description of the problem.
We reserve the right to inspect the reported issue before determining the appropriate resolution.
7. Contact Us
If you have any questions regarding this Return & Refund Policy, please contact us:
Eco Packaging Factory
Email: avery@ecopacklab.com
WhatsApp: +86 15888 779 334