Returns and Refunds Policy

1. Overview

At Origo Packaging, we take pride in the quality of our custom packaging products. Because every item we produce is made to your exact specifications, our returns and refunds policy differs from standard retail. This policy explains when and how you can return products or request a refund.

Please read this policy carefully before placing your order. By placing an order with us, you agree to the terms outlined below.

2. Custom-Made Products — No Change-of-Mind Returns

All products sold by Origo Packaging are custom-made to your specifications. This means each item is produced specifically for you and cannot be resold to another customer.

We do not accept returns for:

• Change of mind
• Incorrect size, colour, or design chosen by you
• Incorrect quantity ordered
• Personal preference or subjective dissatisfaction
• Ordering the wrong product type

This policy is in accordance with the Consumer Rights Act 2015, which recognises that custom-made goods are exempt from the standard 14-day cooling-off period for distance selling.

3. When We Accept Returns, Replacements, or Refunds

We will replace or refund your order only in the following circumstances:

3.1 Manufacturing Defects

If the products you receive have a clear manufacturing defect that is not present in the approved proof, including:

• Misaligned printing
• Incorrect colours that deviate significantly from the approved proof
• Structural defects in the packaging
• Damage caused during production (not transit)

3.2 Delivery of Wrong Products

If you receive:

• A different product from what you ordered
• The wrong quantity
• Products with specifications different from your approved proof

3.3 Damage in Transit

If your products arrive damaged due to handling during shipping, provided you report the damage within the required timeframe and provide supporting evidence.

3.4 Significant Deviation from Approved Proof

If the final product materially differs from the digital or physical proof you approved, including errors that were not present in the proof.

4. How to Request a Replacement or Refund

If you believe your order qualifies for a replacement or refund, please follow these steps:

Step 1: Contact Us Promptly

Notify us within 7 days of receiving your order. You can reach us via:

Step 2: Provide Order Details

Include the following information in your request:

• Your order number
• Full name and contact details
• A detailed description of the issue
• The date you received the order

Step 3: Provide Evidence

Attach clear photographs or videos showing:

• The defect or error
• The product packaging
• The delivery label
• A comparison with the approved proof (if applicable)

Note: We may request that you return the defective products to us for inspection. In such cases, we will provide a prepaid return label.

5. Our Review Process

Once we receive your request:

1. Acknowledgement: We will acknowledge your request within 2 Working Days.
2. Review: Our quality assurance team will review your claim and the evidence provided. This typically takes 3-5 Working Days.
3. Decision: We will notify you of our decision via email.

Possible Outcomes:

6. Refund Method and Timeline

If a refund is approved:

• Refunds will be issued to the original payment method used for the order
• Refunds typically take 5-10 Working Days to appear in your account, depending on your bank or payment provider
• We will send you a confirmation email once the refund has been processed

7. Non-Returnable Items

The following items are not eligible for return or refund under any circumstances:

• Products made exactly to your approved specifications
• Products that have been used, assembled, altered, or modified after delivery
• Products damaged due to improper handling, storage, or use by you
• Sale, clearance, or discounted items (unless defective)
• Products ordered more than 7 days prior to the return request
• Products returned without prior authorisation from Origo Packaging

8. Cancellation Policy

8.1 Before Proof Approval

You may cancel your order and receive a full refund at any time before you approve the design proof.

8.2 After Proof Approval

Once you approve the design proof, your order enters production immediately. No cancellations, modifications, or refunds are permitted after this point, as production of custom-made items begins without delay.

8.3 After Production Begins

Orders cannot be cancelled once production has started. Full payment is required even if you change your mind.

9. Proof Approval Responsibility

It is your responsibility to carefully review the design proof before approving it. This includes checking:

• Spelling and grammar
• Colours and images
• Dimensions and layout
• Quantity and product type
• All text and branding elements

Once you approve the proof, you accept full responsibility for any errors it contains. We will print exactly what you approve.

10. Colour Accuracy Disclaimer

Colours displayed on your screen may vary from the final printed product due to:

• Differences between screen calibration and print processes
• Variations in monitor settings (brightness, contrast, colour profiles)
• The nature of CMYK printing versus RGB screen display

We are not responsible for minor colour variations that are standard in the printing industry. If exact colour matching is critical, please request a physical colour proof before approving production.

11. Contact Us

If you have any questions about this Returns & Refunds Policy, please contact us:

This Returns & Refunds Policy was last updated on 1 August 2026.