Refund and Return Policy

At Apex Packaging Solutions, every order is custom-made according to the customer's approved artwork, size, material, quantity, and specifications. Because custom packaging is produced specifically for each customer, orders are non-returnable and non-refundable once production has started.

1. Custom Order Policy

All custom packaging orders are made to order. Once artwork is approved and production begins, the order cannot be returned, refunded, or cancelled.

This policy protects against material waste, printing costs, labour, and production time already committed to a custom job.

2. Refund Eligibility

Refunds may only be considered if:

• Production has not started.
• Materials have not been purchased or processed.
• No design, proofing, or pre-press work has been completed.
• Management approves the refund request.

Approved refunds may be subject to processing, design, administrative, or transaction fees.

3. Cancellation Policy

Customers may request cancellation before production begins.

Once the order has entered design, proofing, pre-press, printing, cutting, finishing, packing, or shipping, cancellation may not be possible. If cancellation is approved after work has started, charges may be deducted for completed work, materials, payment processing, and production preparation.

4. Artwork Approval Responsibility

Customers are responsible for carefully reviewing and approving the final proof before production. This includes:

• Spelling and grammar.
• Logo placement.
• Colours and layout.
• Box size and dimensions.
• Material and coating.
• Dielines, folds, cut marks, and bleed.
• Barcode, QR code, and legal text placement.

Once the proof is approved, Apex Packaging Solutions is not responsible for customer-approved errors.

5. Colour and Printing Variation

We make every effort to match approved artwork, but exact colour matching is not guaranteed due to differences in screens, printing methods, materials, coatings, lamination, ink behaviour, and production processes.

Minor colour variation, cutting variation, folding variation, or industry-standard production tolerance will not qualify for refund or reprint.

6. Defective or Incorrect Orders

If your order is defective or does not match the approved specifications due to our production error, you must contact us within 3 calendar days of delivery.

Please provide:

• Order number.
• Clear photos or videos of the issue.
• Photos of the outer cartons and packaging.
• A written explanation of the problem.

After review, if Apex Packaging Solutions confirms an error, we may offer a reprint, replacement, partial replacement, or another reasonable solution at our discretion.

7. Reprint Instead of Refund

For confirmed production errors, our standard remedy is a reprint or replacement, not a cash refund.

Refunds are not issued for custom packaging unless approved by management in exceptional cases.

8. Shipping Damage

Customers must inspect packages upon delivery. If damage occurs during shipping, the issue must be reported within 3 business days with photos of the damaged cartons, packaging, and products.

Shipping damage claims may require carrier review and approval. Apex Packaging Solutions is not responsible for claims reported late or without proper evidence.

9. Non-Refundable Charges

The following charges are non-refundable:

• Design fees.
• Proofing or pre-press fees.
• Rush production charges.
• Expedited shipping charges.
• Custom material costs.
• Taxes, duties, customs, or brokerage fees.
• Payment processing or bank fees.

10. Customer-Supplied Files

Customers are responsible for providing print-ready artwork in the correct format, resolution, colour mode, and dimensions. Apex Packaging Solutions is not responsible for poor print results caused by low-resolution files, incorrect file setup, missing fonts, wrong colour mode, or customer-supplied artwork errors.

11. Quantity Tolerance

Custom packaging production may include minor overruns or underruns. A reasonable industry production tolerance may apply and will not be considered a defect unless otherwise agreed in writing before production.

12. Policy Abuse

Apex Packaging Solutions reserves the right to refuse refunds, reprints, cancellations, or future orders in cases of fraudulent claims, misuse, chargeback abuse, false damage reports, or violation of this policy.

13. Contact

To submit a refund, cancellation, or quality claim, contact us at:

Apex Packaging Solutions
Website: www.apexpackagingsolutions.com
Email: sales@apexpackagingsolutions.com
Phone: 905-595-1682