1. Custom-Made Products

Most of our products are custom-made based on customer specifications, including size, material, structure, printing, finishing, quantity, artwork, and packaging requirements.

Because custom products are made specifically for each customer, they generally cannot be returned, resold, or refunded once materials have been purchased, samples have been approved, or production has started.

2. Order Cancellations

Customers may request to cancel an order before production begins. If cancellation is accepted, any refund will depend on the stage of the order and costs already incurred.

If materials have already been purchased, artwork has been prepared, samples have been made, production has started, or other project costs have been incurred, those costs may be deducted from any refund.

Once mass production has started, cancellations are generally not accepted.

3. Sample and Proof Approval

For custom packaging projects, customers may be asked to review and approve samples, digital proofs, specifications, materials, colors, sizes, and printing details before production.

Once the customer approves the sample or production specifications, the order will be produced according to the approved details. Refunds are generally not available for issues related to approved specifications, customer-provided artwork, or customer-approved production details.

4. Damaged or Defective Products

If products arrive damaged or there is a confirmed production defect, customers must contact us within a reasonable time after receiving the goods.

Please provide the following information:

• Order number or project reference;
• Clear photos of the damaged or defective products;
• Photos of the packaging and shipping cartons;
• A description of the issue;
• Quantity affected.

We will review the information and determine an appropriate solution.

5. Available Solutions

Depending on the situation, Apex Packaging Inc may offer one or more of the following solutions:

• Replacement of affected products;
• Rework or repair where practical;
• Partial credit;
• Partial refund;
• Other reasonable resolution agreed with the customer.

The final solution will depend on the nature of the issue, the quantity affected, production records, inspection results, and shipping conditions.

6. Minor Variations

Due to the nature of paper materials, printing, cutting, folding, gluing, finishing, and manual assembly, minor variations may occur in color, size, texture, finish, or production tolerance.

Minor variations that fall within reasonable industry standards or approved specifications are not considered defects and are not eligible for refunds.

7. Customer-Provided Information

Customers are responsible for providing accurate artwork, dimensions, product requirements, shipping information, and approval instructions.

Apex Packaging Inc is not responsible for errors, delays, or additional costs caused by incorrect, incomplete, or late information provided by the customer. Refunds will not be issued for issues caused by customer-provided errors or approved incorrect files.

8. Shipping Issues

If goods are damaged, delayed, or lost during shipping, we will help review the issue with the carrier or logistics provider where applicable.

Apex Packaging Inc is not responsible for delays caused by customs inspections, carrier delays, weather, port congestion, incorrect shipping information provided by the customer, or other circumstances outside our reasonable control.

9. Refund Processing

If a refund is approved, it will be processed to the original payment method or through another agreed business payment method. Processing times may vary depending on the payment provider, bank, or accounting process.

10. Contact Us

If you have any questions about this Refund Policy or need assistance with an order issue, please contact us at: