Refund and Exchange Policy

Last updated: 22 Nov, 2025

At Box Printify, we aim to provide high quality custom packaging (empty) and reliable service. Because most orders are made to order, refunds and exchanges follow specific guidelines to ensure accuracy, fairness, and transparency. This policy applies to all purchases made through our website or through direct communication with our team.

1. Eligibility for Refunds and Exchanges

Refunds or exchanges are available in the following situations:

1.1 Defective or Damaged Products

If your order arrives damaged or contains defects in printing, material, or construction, you may request a replacement or refund.

1.2 Incorrect Items or Order Errors

If you receive a product that does not match the approved proof or the details confirmed during ordering, you are eligible for a replacement or refund.

1.3 Non Deliveries or Missing Quantities

If part of your order is missing or the shipment fails to arrive, we will investigate with the carrier and provide a suitable resolution according to the findings.

1.4 Change of Mind Policy

Because our products are fully custom made and produced specifically for each customer, change of mind returns are not accepted. Custom printed items cannot be resold or repurposed once produced.

2. Return Window

You may request a refund or exchange within 14 days of receiving your order.
This window applies to damaged items, defects, incorrect orders, or issues covered under section 1.

3. How to Initiate a Return or Refund Request

To request a refund or exchange, please follow these steps:

3.1 Contact our Support Team

Email: complaints@boxprintify.com
Include the subject line: Refund Request or Exchange Request

3.2 Information Required

Please include the following in your message:

Your full name
Order Email
Description of the issue
Clear photos showing the defect, damage, or incorrect items
Quantity affected
Photo of the external packaging if damaged

Providing complete information helps us review and resolve your request quickly.

4. Return Method

Returns are processed by mail. A return shipping label will be provided if your request is approved.

You must send the products back using the label provided. Items returned without approval may not be accepted.

5. Refund Processing Time

Once the returned items are received and inspected, refunds are processed within 5 business days.

Refunds are issued to the original payment method used at checkout.
Processing times may vary depending on your bank or payment provider.

6. Replacements and Corrections

If a replacement is requested and approved, we will reproduce the affected items and ship them to you at no additional cost.

Shipping for replacements will be for all.

7. Items Not Eligible for Refund or Exchange

The following are not eligible:

Orders with no defects or errors
Products matching the approved digital proof
Change of mind returns
Items damaged after delivery due to improper storage or handling
Orders reported after the 14 day return window

8. Order Cancellations

Orders may be cancelled only before production begins.
Once the final proof is approved and production starts, cancellations are not permitted.

If a cancellation is requested before production, a cancellation fee may apply.

9. Shipping Costs for Returns

If the return is approved due to defect or error:

Box Printify covers return shipping costs
A prepaid return label is provided

For unapproved returns or unauthorised shipments:

The customer may be responsible for return costs
The shipment may be refused or sent back