At Fine Custom Boxes, customer satisfaction and product quality are very important to us. Because our products are custom-made and produced according to each customer’s approved specifications, artwork, size, material, and order details, our return and refund policy is handled carefully and fairly.
This policy explains how we handle defective products, non-defective custom-made products, cancellations, returns, replacements, and refunds.
Custom-Made Product Policy
All orders placed with Fine Custom Boxes are custom-made. Production begins only after the customer confirms and approves the order details, including product size, material, quantity, printing details, artwork, and final specifications.
Because each order is made specifically for the customer, we do not accept returns or full refunds for custom-made products due to:
- Change of mind after approval
- Customer ordering the wrong size, quantity, material, or design
- Spelling, artwork, colour, or layout issues that were approved by the customer
- Non-defective products that match the approved order details
- Delays caused by late artwork approval, incorrect customer information, courier delays, or events outside our control
This does not affect your rights if the product is defective, damaged, or not produced according to the approved order specifications.
Defective, Damaged, or Incorrect Products
If your order arrives defective, damaged, or different from the approved order specifications, please contact us within 3 business days of delivery.
To help us review the issue quickly, please provide:
- Your order number
- A clear explanation of the issue
- Photos or videos showing the defect, damage, or incorrect product
- Photos of the packaging, if the order arrived damaged
Our team will review the issue and may ask for additional information or request that the affected products are returned to us for inspection.
If the issue is confirmed, we may offer one of the following solutions:
- Reprint or replacement
- Partial refund
- Full refund, where legally required or appropriate
- Store credit, if accepted by the customer
For confirmed production defects, Fine Custom Boxes will cover the reasonable return shipping cost or provide return instructions.
Return Window
Defective, damaged, or incorrect products must be reported within 3 business days of delivery.
If we ask you to return the product for inspection, the product must be returned within 10 days of delivery. Returned products must include the original packaging where possible.
Non-Defective Custom Products
Because our products are custom-made, non-defective products are not eligible for return or refund once production has started or the order has been completed.
A product is considered non-defective if it matches the approved order details, including the approved artwork, size, material, colour, quantity, and printing specifications.
If a customer requests a reprint, replacement, or change for a non-defective product, the cost of new production and shipping will be the customer’s responsibility.
Order Cancellations
Customers may request cancellation by contacting us as soon as possible at sales@finecustomboxes.co.uk.
Cancellation requests are handled as follows:
- If production has not started, we may cancel the order and issue a refund.
- If design, proofing, setup, or pre-production work has already started, reasonable costs may be deducted from the refund.
- If production has already started, the order cannot usually be cancelled or fully refunded.
- If the order has already been completed or dispatched, cancellation is not available unless the product is defective or incorrect.
Refunds
Refunds are only issued after we have reviewed and approved the return or claim.
If a refund is approved, it will be processed to the original payment method within 3 business days after inspection or approval. Please note that your bank or payment provider may take additional time to show the refund in your account.
Shipping charges, setup costs, artwork/design costs, and production costs may be non-refundable where work has already been completed, unless the issue was caused by Fine Custom Boxes.
Return Method
Approved returns must be sent by mail. Before sending any product back, customers must contact our support team and receive return instructions.
Please do not send products back without approval, as unapproved returns may not be accepted.
How to Request a Return or Refund
To request a return, replacement, or refund, please contact us:
Fine Custom Boxes
Email: sales@finecustomboxes.co.uk
Phone: +44 7311 130082
Address: 355 House, 459 Romford Rd, London, Greater London, E7 9HZ, United Kingdom
Please include your order number, issue details, and clear photos or videos where applicable.
Policy Updates
Fine Custom Boxes may update this Return & Refund Policy from time to time. The latest version will always be available on this page.
