At Custom Cigarette Packaging, every order is produced according to the customer’s approved specifications. Because our packaging is custom-made, returns and replacements are handled differently from standard off-the-shelf products.
We carefully review each order before production and encourage customers to check their artwork, dimensions, text, colours, and other specifications before approving the final design.
Custom-Made Products
Custom packaging cannot normally be returned simply because the customer changes their mind, no longer needs the products, or wants a different size, design, colour, or style after production has started.
Because each order is manufactured specifically for the customer, we cannot generally resell customized packaging to another customer.
Design Approval
Before production begins, customers are given the opportunity to review and approve the final artwork or design.
Customers should carefully check:
- Logo and branding
- Product names and text
- Spelling
- Colours
- Dimensions
- Artwork placement
- Packaging style
- Finishing requirements
- Quantity and other order specifications
Once the design has been approved, production will proceed based on the approved version.
If a customer requests a different design after approval or after production has started, additional charges may apply depending on the stage of production and the requested changes.
Damaged Products
If your order arrives damaged, please contact us as soon as possible after delivery.
To help us review the claim, please provide clear photographs showing the damaged packaging, the shipping carton, and any visible damage. We may also request additional information about the shipment.
Customers should notify us within 3 days of receiving the order if the products have arrived damaged.
Claims submitted after this period may not be eligible for a replacement or other resolution.
Printing or Manufacturing Errors
If we make a printing or manufacturing error that does not match the final approved specifications, please contact us with photographs and details of the issue.
After reviewing the claim, we may offer a replacement or another appropriate solution where the error is confirmed to be our responsibility.
However, if the packaging was produced according to the artwork or specifications approved by the customer, the order will generally not qualify for a replacement due to a later change of preference.
Customer-Approved Changes
If the customer approves the final design and later decides that a different design, colour, text, size, or specification is required, any additional production or replacement costs may be the customer’s responsibility.
This also applies when production has already started based on the approved specifications.
Return Requests
Because our products are custom manufactured, return requests are reviewed individually. Customers should contact us before sending any products back.
Do not return an order without first receiving instructions from our team. Unauthorized returns may not be accepted.
Refunds
If a refund is approved, the amount and method of the refund will depend on the circumstances of the order and the resolution agreed upon with the customer.
Orders that have already entered production may not be eligible for a full refund because materials, printing, labour, and production resources may already have been committed.
Our Commitment
We aim to resolve genuine product issues fairly and efficiently. If you believe your order has a printing defect, manufacturing error, or delivery-related damage, contact our team with the relevant details and photographs so we can review the situation and determine the appropriate solution.