Return Policy
Custom packaging is made to your approved specification. This policy explains how to report delivery defects and request a review, reprint or refund.
Return Eligibility
We accept returns under the following conditions:
- The packaging has a verified printing or production fault, differs from approved specifications, or arrives damaged in transit.
- Inspect the delivery and report defects promptly, within 3 days of receiving your order.
- Keep the affected items and delivery packaging while we review your claim; obtain return instructions before posting goods.
- Provide your order confirmation or proof of purchase and clear photographs of the issue.
The reporting requirements do not affect your applicable statutory rights.
Items Not Eligible for Return
- Custom printed or personalised packaging for change-of-mind requests (faulty, damaged or incorrectly supplied goods remain covered)
- Claims reported more than 3 days after delivery may not be eligible for review, except where statutory rights apply
- Damage caused by improper handling after delivery
- Customer errors in approved artwork, spelling or layout; verified production defects remain covered
- Minor colour variations inherent in the agreed printing process, without limiting claims for departures from approved specifications
Our Return Process
Report defects promptly, within 3 days of delivery, with order evidence and clear photographs.
Our team will review your request and approve the return if applicable.
Obtain return instructions before posting goods. Use the return arrangements our team confirms.
Once we receive the item, we inspect it to ensure it meets return conditions.
Approved claims may receive a reprint or a refund to the original payment method.
You'll receive a confirmation once the process is successfully completed.
Return Postage
Customers cover return postage unless the issue resulted from our production error; Healey covers return postage for verified production errors. Any return must follow the instructions supplied by our team. Shipping charges are non-refundable, subject to applicable statutory rights.
Change of Mind
We do not accept returns for change of mind on custom orders. Please review your order carefully before placing it.
Refunds
Approved claims may receive a reprint or a refund to the original payment method. Refund timing depends on the payment provider; no fixed processing period is promised.
Need Help?
Our support team is here to assist you with any return or exchange enquiries.
Contact Our TeamStill have questions?
We're here to help. Reach out to our friendly support team anytime.