Thank you for choosing Packaging Friends for your purchase. If your order doesn't meet your expectations, we are here to help. Below are the guidelines for returns and refunds on stock items, effective within 30 days of the order's shipment and receipt. Please review these terms carefully.
A. Stock Products
• Restocking Fee: A 15% restocking fee applies to all returned stock products.
• Return Authorization: To return a product, you must obtain a Return Merchandise Authorization (RMA) within 30 days of receiving your order. You can request this by contacting Packaging Friends Customer Care or through your account at packaging-friends.com.
• Return Shipping: If the return is not due to a mistake or defect by Packaging Friends, return shipping costs are the buyer’s responsibility. If the return is a result of our error (e.g., incorrect or defective item), we will cover the shipping costs.
• Inspection & Refund: Returned products will be inspected by our team. Refunds will only be processed after inspection and confirmation that the items are in their original condition. Returns without prior authorization, shipped to the wrong location, or sent in non-original packaging are not eligible for a refund.
• Sale Items: Only regularly priced items are refundable. Sale items are non-refundable, unless otherwise required by law.
B. Custom Products
Returns on custom products are accepted only if the item does not meet the order specifications. Custom products are defined as those made to the buyer’s specifications, such as unique printing, sizes, gauges, etc. Custom orders may have a quantity variance of +/- 10-25%. Any balance changes will be settled at the time of shipping.
C. Damaged Goods
If your order arrives damaged, you must note the damage on the Proof of Delivery (POD) and provide photographic evidence at the time of delivery. Failure to do so implies that the delivery was accepted in good condition. Any claims for damage must be submitted within five (5) days of receipt; otherwise, the products will be considered accepted and in compliance with your order.
D. Nonconformity
If the products received do not meet the agreed specifications, notify our Customer Care team within five (5) days to report the issue and describe the nonconformity.
E. Return Process
To initiate a return, please contact our returns team to receive a Return Authorization number and the appropriate return address. We have multiple return locations, so it's essential to confirm the correct address before sending any items back.
You can reach us to start the return process by:
• Email: : cs@packaging-friends.com
• Phone:(737) 304 7523
Refunds will be processed only after we receive and inspect the returned goods or proof of return delivery.
