Refund policy
Returns & Refund Policy
At Tradepack, we specialise in personalised and made-to-order packaging products. Because of the custom nature of our products, each order is produced specifically according to the customer’s branding, design and specifications.
Personalised Products
All Tradepack products are custom made, including printed coffee cups, boxes, bags and other branded packaging items.
For this reason, once an order has been confirmed and production has started, we are unable to accept returns or cancellations due to a change of mind.
This is in accordance with UK Consumer Contracts Regulations 2013, which excludes personalised and made-to-order goods from the standard 14-day cancellation right.
Artwork Approval
Production will only begin once final artwork and design specifications have been approved by the customer.
It is the customer’s responsibility to carefully review all design proofs, including:
- Logo placement
- Spelling and text
- Colours and artwork layout
- Product specifications
Once approved, the design is considered final and approved for production.
Damaged or Incorrect Goods
In the unlikely event that you receive goods that are:
- Damaged in transit
- Incorrect compared to the approved artwork
- Defective due to manufacturing issues
Please contact us within 7 days of delivery with supporting evidence (including photos).
We will review the issue and, where appropriate, offer a replacement or suitable resolution.
Non-Returnable Items
The following items are non-returnable:
- Custom printed or personalised packaging products
- Any goods produced according to customer-approved artwork
- Bulk production orders
Cancellations
Orders may only be cancelled before production has started. Once production begins, cancellation is no longer possible due to the bespoke nature of the products.
Contact Us
If you have any questions regarding your order, please contact our support team and we will be happy to assist you.