Returns & Refunds Policy.

Custom Orders And Return Eligibility.

Each order is printed and built to your approved spec, so it cannot be resold as stock. Because of that:

• Custom orders are not returnable for a change of mind
• Once production has started, an order cannot be cancelled
• A digital proof must be approved before production begins

Instead of traditional returns, we stand behind your order with a free reprint guarantee.

Free Reprint Guarantee.

You qualify for a free reprint of the affected units if the order has:

• A printing defect
• The wrong material against the approved spec
• The wrong size or dimensions on our side
• A short quantity confirmed by our quality team
• Damage in transit, reported with photo evidence

Confirmed issues on our side are reprinted at no cost.

Quality Claim Timeframe — 7-Day Window.

Inspect your order on arrival and report any issue within 7 days of delivery. This helps us check the run, confirm the cause quickly, and move straight to a resolution.

Quality Review Process.

Our quality team reviews each claim against the approved proof, specification, and production records to confirm the cause. Where the issue is confirmed as our responsibility, an approved reprint is scheduled at no cost to you.

Refunds.

Refunds are limited because each order is custom-made. A refund is only possible if production has not started and materials have not been committed, and is subject to review. Once production begins, the free reprint guarantee applies instead.

Cancellations.

An order can be cancelled before production begins. Once artwork is approved and the run has started, materials and print time are already committed, so cancellation may no longer be possible. Reach out as early as possible if plans change.

Artwork Approval Responsibility.

Production runs from the proof you approve, so please check spelling, logos, colors, finish, material, box dimensions, the dieline, barcodes, and quantity before approving. Full detail is in the order & artwork approval policy.

Shipping And Damage Reporting.

If an order is damaged in transit, report it within 7 days of delivery with photos of:

• The outer carton
• The inner packaging
• The affected product

This helps us investigate and resolve a shipping-damage claim quickly. See the shipping policy for delivery and carrier detail.

How To Submit A Reprint Or Quality Claim.

To raise a claim, contact us with:

• Your order reference
• A description of the issue
• Clear photos, or a short video, of the product and packaging

Email info@thecosmopackaging.com or call +1 (650) 501-5007 and we will take it from there.

Samples.

Samples let you check material, finish, insert, and fit before bulk production. The sample cost can be credited toward your production order when an approved sample moves into a confirmed order within 30 days.

What Is Not Covered.

Issues caused by approved artwork errors, customer-supplied files, or normal variation within agreed tolerances are not treated as defects. We offer free design and dieline checks before approval to help avoid these.