RETURN & REFUND POLICY
Clear, fair processes: This policy covers custom and non-custom products, aligned with UK consumer law
and Google Merchant Center requirements.
Company: Fine Custom Boxes UK
Company: Fine Custom Boxes UK
Overview
- We aim to get your packaging right, every time.
- We use clear processes, fair timelines, and follow UK consumer law.
- This policy is designed to meet Google Merchant Center requirements.
Eligibility for Returns
Custom (Made-to-Order) Products
- Produced to your approved proof.
- Usually non-returnable and non-refundable.
- Returns are accepted only if items are defective or damaged.
Non-Custom Products
- May be returned within 14 days of delivery.
- In line with the Consumer Contracts Regulations 2013.
- Must be unused, in original packaging, and in a resaleable condition.
How to Request a Return
- Email: support@finecustomboxes.co.uk
- Include your order number, clear photos, and a short summary of the issue.
- Wait for our Return Merchandise Authorisation (RMA) before sending anything back.
- Use the return address provided with your RMA.
- Returns sent without an RMA may be refused.
Damaged or Incorrect Orders
Please report any issues within 7 days of delivery.
- Keep all packaging and take clear photos of any damage.
- Provide your order number and a description of the issue.
- Attach photos of the product, outer box, and shipping label.
- Do not discard items until we have reviewed and advised.
Under the Consumer Rights Act 2015, you may be entitled to a repair, replacement, or refund for faulty goods.
Exceptions
- Personalised items: Not returnable unless defective.
- Proof-approved orders: Colour/print differences within agreed tolerances are not faults.
- Used or partially used stock: Not eligible for return.
- Samples: Return only if defective on arrival.
Responsibility for Return Shipping
- We cover return shipping for defective or incorrect items (where confirmed).
- You cover shipping costs for change-of-mind returns on non-custom goods.
- We recommend using tracked shipping for all returns.
Refund Timelines
- Approved refunds are processed within 5–10 business days.
- Your bank/card provider may take longer to post funds.
Return Address
We will confirm the correct return address with your RMA. Please do not ship returns without an RMA reference on the label.
Contact Us
For any questions, email:
support@finecustomboxes.co.uk
Legal
- Consumer Contracts Regulations 2013
- Consumer Rights Act 2015
- This policy does not limit your statutory rights.
