Return & Refund Policy
Last Updated: May 13, 2026
1. Custom Products Policy
Since all products offered by Wise Custom Boxes are custom-manufactured according to each client’s specific requirements, we maintain a specialized return and refund policy tailored to custom packaging.
2. Defective or Incorrect Products
If you receive products that:
- Do not match your approved specifications
- Contain printing defects (misalignment, incorrect colors, poor quality)
- Have manufacturing defects (damaged materials, structural issues)
You must notify us within 3 business days of receiving your order.
Contact our support team at: support@wisecustomboxes.com
3. Resolution Options
Option A: Free Reprint (Company Fault)
If our management team determines the defect is on Wise Custom Boxes’ side, we will:
- Provide a free reprint of the entire order
- Cover all production and shipping costs for the reprint
- Expedite the reprint to minimize delays
Option B: Refund with Deductions (Customer Fault)
If the issue is due to customer error (incorrect artwork, wrong specifications, or design changes after approval) and you still want a refund:
You must:
- Return the entire printed order to us at your own shipping cost
- Include proper documentation and digital photographs of the products
Refund will be issued after deducting:
- Product setup fees
- Shipping costs incurred by Wise Custom Boxes
- A 15% restocking fee (to cover material waste)
4. Chargebacks Are Not Permitted
A chargeback is not an option. Customers agree to work directly with Wise Custom Boxes to resolve any issues through our support channel before initiating any dispute with their financial institution.
All billing disputes must first be submitted to billing@wisecustomboxes.com for review.
5. Return Shipping Requirements
If a return is authorized:
- Timeframe: Within 7 business days of return approval
- Shipping Cost: Paid by customer (unless company fault)
- Required Documents: Original invoice + defect photos + written explanation
- Condition: Products must be unused and in original packaging
Returns without prior authorization will not be accepted.
6. Non-Returnable Situations
No returns, reprints, or refunds will be issued for:
- Color variation (≤5% difference from digital proof) – Monitor calibration differences
- Customer-approved artwork errors – Approval sign-off confirms satisfaction
- Damage during customer-provided shipping – Shipping method outside our control
- Orders older than 10 business days – Timely inspection required
- Samples or prototype orders – Final sale items
7. Shipping Damage Claims
If your order arrives physically damaged by the carrier:
- Do not discard any packaging materials
- Photograph the damaged box and products immediately
- Contact us within 48 hours of delivery
We will file a claim with the carrier and arrange a reprint or refund after the claim is approved.
8. Cancellation Policy
- Before artwork approval: ✅ Full refund
- After artwork approval, before production: ⚠️ 50% refund (design time + setup)
- After production has started: ❌ No cancellation
- After order has shipped: ❌ No cancellation
9. How to Initiate a Return or Claim
Step 1: Email support@wisecustomboxes.com with:
- Order number
- Product photos showing the issue
- Detailed description of the problem
Step 2: Our team will respond within 1-2 business days
Step 3: If approved, you will receive return shipping instructions
Step 4: Refund or reprint processed within 7-10 business days after return receipt
10. Contact Information
- Returns & Defects: support@wisecustomboxes.com
- Billing Disputes: billing@wisecustomboxes.com
- Order Status: orders@wisecustomboxes.com
- Phone: +1-917-619-9917
11. Acknowledgment
By placing an order with Wise Custom Boxes, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.