Refund & Returns Policy

When Are You Eligible for a Return or Refund?

We accept returns and process refunds in the following situations:

• Wrong Item Received: You received a different product, size, or quantity than what you ordered.
• Damaged in Transit: Your order arrived broken, crushed, or otherwise unusable due to courier handling.
• Manufacturing Defect: The product has a defect that affects its usability — e.g., leaking cups, torn pouches, or misaligned box lids.
• Significantly Not as Described: The product differs materially from what was shown or described on our website.

All eligible claims must be reported within 48 hours of delivery with supporting photo or video evidence. Claims submitted after this window may not be accepted.

When Are Returns NOT Accepted?

We are unable to accept returns or process refunds in the following cases:

• Change of Mind: You no longer want the product or ordered the wrong item by mistake.
• Used or Opened Products: Items that have been used, opened, or are no longer in their original condition.
• Reported After 48 Hours: Issues reported more than 48 hours after delivery confirmation.
• Custom Printed Orders: Personalised or logo-printed packaging is non-refundable once production has begun — unless there is a defect caused by us.
• Incorrect Delivery Address: Orders that could not be delivered due to an incorrect address provided by the customer.
• Minor Colour Variations: Slight colour differences between screen display and actual product due to monitor calibration are not considered defects.

Custom Printed Packaging — Special Terms

Custom printed orders (coffee cups, pizza boxes, kraft bags, napkins, etc. with your logo) are produced specifically for your brand and therefore have special terms:

• Non-Refundable Once Approved: Once you have approved the digital proof and production has started, the order cannot be cancelled or refunded.
• Printing Errors by Us: If the final product differs from the approved proof due to our error — wrong colour, wrong design, or defective print — we will reprint or refund at no cost to you.
• Customer Approval is Final: We always send a proof before printing. Any errors in the approved proof that were not flagged by the customer are the customer’s responsibility.
• Defective Units: If a portion of your custom order is defective (e.g., cups with printing that smears), we will replace the defective units.

This is why we strongly recommend reviewing your proof carefully before approving. Our team is happy to make revisions before production begins.

Types of Refunds We Offer

Depending on the situation, we offer the following resolutions:

• Full Refund: Issued when the item is completely unusable, significantly wrong, or unavailable for replacement. Refunded via the original payment method within 3–5 business days.
• Partial Refund: Issued when only part of the order is affected — e.g., a few damaged units in a large bulk order.
• Replacement / Reshipment: We resend the correct or undamaged product at no extra charge. This is often the fastest resolution.
• Store Credit: In some cases, we may offer store credit for use on your next order — with your agreement.

We will always discuss the best resolution with you and aim to find the option that works best for your situation.

Conditions for Returning Physical Items

If a physical return of the product is required (we will inform you if this is necessary), the following conditions apply:

• Items must be unused and in original packaging as received.
• Return shipping costs are covered by Eco Packaging if the return is due to our error (wrong item, defective product).
• Return shipping costs are the customer’s responsibility in other eligible cases.
• Items must be securely packed to prevent damage during return transit.
• Do not return items without first contacting us — unauthorised returns may not be processed.

Note: In most cases, we do not require the physical return of damaged or defective items — photo/video evidence is sufficient to process your claim.

Cash on Delivery (COD) Orders

For orders placed via Cash on Delivery:

• Please inspect your parcel before paying the courier. If the outer packaging is visibly damaged, note it with the courier and photograph it before opening.
• If you discover damage or an issue after opening, contact us within 48 hours with photos.
• Refunds for COD orders are processed via bank transfer, EasyPaisa, or JazzCash — we will ask for your account details when processing.