Refund & Return Policy

1. Scope of This Policy

This policy applies to products purchased directly through NextlyPack, including but not limited to:

• Custom printed packaging
• Custom paper bags
• Custom fabric bags and shopping bags
• Custom food packaging
• Custom paper cups and drink packaging
• Custom labels and stickers
• Custom napkins
• Custom boxes
• Custom mailers
• Custom-sized products
• Custom-material products
• Custom-structure products
• Products customized with colors, artwork, logos, or special finishes
• Other made-to-order products

If different terms are stated on a product page, quotation, invoice, order confirmation, or written agreement, those specific terms will apply to that order.

2. Custom Products

Most NextlyPack products are made-to-order custom products.

An order is considered to have entered custom production once any of the following has started:

• Custom material purchasing or preparation
• Printing preparation
• Plate making
• Die making
• Mold making
• Sampling
• Cutting
• Printing
• Forming
• Assembly
• Finishing
• Production
• Any other non-reversible customization process

Exceptions may apply if there is a confirmed manufacturing defect, production error, fulfillment error, or another issue caused by NextlyPack.

The following situations generally do not qualify for a refund:

• The customer changes their mind
• The customer no longer needs the products
• An event or project is canceled after the products have been produced
• The customer selected the wrong size
• The customer selected the wrong quantity
• The customer selected the wrong material
• The customer provided incorrect artwork
• The customer provided incorrect text or information
• The customer changes the design after approving the final artwork
• The products were produced according to the approved order specifications

3. Non-Custom Products and Samples

If NextlyPack offers non-custom samples, blank products, or standard stock products, customers may request a return within 14 days of delivery.

Returned products must:

• Be unused
• Not have been customized
• Remain in their original condition
• Remain in their original packaging
• Be suitable for resale

Please contact NextlyPack before returning any product.

If the return is not caused by an error on our part:

• The customer is responsible for return shipping costs
• Original shipping charges are generally non-refundable
• Payment processing fees or other non-refundable costs may be deducted where applicable

Unauthorized returns may not be eligible for a refund.

4. Artwork and Production Proof Approval

Depending on the product and order, NextlyPack may provide digital proofs, artwork proofs, mockups, production files, digital previews, or physical samples.

Before approving production, customers are responsible for carefully reviewing all order details, including:

• Logos
• Artwork
• Text
• Spelling
• Fonts
• Colors
• Dimensions
• Product structure
• Quantity
• Material
• Print position
• Print orientation
• Finishes
• Barcodes
• QR codes
• Product information
• Shipping information
• Other customization details

Once the final artwork or production proof is approved, the customer confirms that the information is correct and authorizes NextlyPack to proceed with production.

If an issue already appears in artwork or information approved by the customer, including spelling errors, incorrect logos, incorrect phone numbers or addresses, incorrect barcodes or QR codes, incorrect dimensions, layout errors, low-resolution artwork, or other customer-approved design issues, the issue generally does not qualify for a free reprint or refund.

5. Color and Screen Differences

Colors displayed on screens may differ from the final printed product.

Color appearance may be affected by monitor settings, mobile device screens, RGB and CMYK color modes, Pantone conversion, printing equipment, ink, material surfaces, lamination, UV coating, foil stamping, embossing, and lighting conditions.

Digital proofs are intended as visual references and cannot guarantee an exact 100% color match with the final printed product.

Color differences that fall within normal printing tolerances are generally not considered defects.

If color accuracy is especially important, please contact us before production to discuss Pantone matching, physical samples, or other color control options.

6. Reasonable Manufacturing Tolerances

Custom packaging involves multiple manufacturing processes and may have reasonable production variations.

• Minor color differences
• Minor cutting variations
• Minor dimensional variations
• Minor folding variations
• Minor creasing variations
• Minor print-position variations
• Minor registration variations
• Minor differences in paper, fabric, or material texture
• Minor differences between production batches
• Minor foil-stamping variations
• Minor embossing or debossing variations
• Minor lamination or finishing variations
• Reasonable quantity variations

Different products may have different manufacturing tolerances.

Product-specific tolerances may be stated in product pages, quotations, order confirmations, artwork approvals, or written communications.

If a product falls within normal manufacturing tolerances and remains usable for its intended purpose, it will generally not be considered defective.

7. What May Be Considered a Quality Issue

A product may qualify as having a quality or production issue when there is a significant and material difference between the delivered product and the approved order.

Printing Issues

• Large areas of missing print
• Incorrect artwork printed by NextlyPack
• Severe print misalignment
• Severe registration problems
• Widespread ink contamination
• Significant ink loss
• Severe blurring
• Major printing defects

Structural or Manufacturing Issues

• Widespread adhesive failure
• Large quantities of unusable products
• Severe cracking
• Severe delamination
• Incorrect structure
• Serious forming defects

Incorrect Product Specifications

• Material
• Size
• Product type
• Structure
• Finish
• Color
• Other major specifications

Quantity Issues

A significant shortage beyond the normal production tolerance for the product.

Serious Shipping Damage

Significant damage during transit that makes a substantial portion of the products unusable.

8. What Is Generally Not Considered a Quality Issue

• Normal manufacturing tolerances
• Minor color differences
• Differences between screen colors and printed colors
• Minor scratches that do not affect normal use
• Minor cutting variations
• Minor folding variations
• Minor foil-stamping or embossing variations
• Natural material texture differences
• Subjective dissatisfaction with color, texture, thickness, or feel when the product matches the approved specifications
• Changes in customer preferences after approval
• Errors contained in customer-approved artwork

9. Time Limit for Reporting Problems

Customers should inspect their order as soon as possible after delivery.

For issues involving product quality, quantity, incorrect products, incorrect specifications, or serious production defects, please contact NextlyPack within 30 days of receiving the order.

For visible shipping damage, we recommend contacting us within 7 days of delivery.

Claims submitted after the applicable period may not be eligible for compensation because the products may already have been used, storage conditions can no longer be verified, shipping responsibility may be difficult to determine, or a proper quality investigation may no longer be possible, unless otherwise required by applicable law.

10. Information Required for a Quality Claim

If you believe there is a problem with your order, please provide:

• Order number
• Customer name
• Contact information
• Delivery date
• Detailed description of the issue
• Number of affected products
• Approximate percentage of the order affected
• Clear photos of the products
• Close-up photos of the issue
• Photos showing multiple affected items
• Photos of the shipping carton
• Photos of the shipping label
• Video evidence where necessary

For shipping damage, please keep the products, inner packaging, shipping cartons, and shipping labels until the claim has been reviewed.

Please do not destroy or return the entire order without our approval.

11. Claim Review Time

Once we receive complete claim information, NextlyPack will generally acknowledge the claim within 1–2 business days.

Most claims will receive an initial review within 3–5 business days.

More complex situations may require additional time, including large-volume quality issues, factory investigations, international shipping investigations, carrier claims, material supplier investigations, or cases requiring returned samples.

We will keep the customer informed during the review process.

12. Resolution for Confirmed Quality Issues

If an issue is confirmed to have been caused by NextlyPack, we will provide an appropriate resolution based on the circumstances.

Reproduction

We may reproduce affected products at no additional product cost.

Replacement

We may replace the affected quantity.

Partial Refund

If only part of the order is affected, we may issue a refund based on the affected quantity or portion of the order.

Full Refund

If the entire order has a serious confirmed quality problem and is substantially unusable due to an issue caused by NextlyPack, we may issue a full refund.

Store Credit

If agreed with the customer, compensation may also be provided as NextlyPack store credit for future orders.

The appropriate solution will depend on factors such as the severity of the issue, number of affected products, percentage of the order affected, whether the products remain usable, whether replacement is practical, order value, and the actual circumstances of the claim.

13. Refund Processing

Approved refunds are generally issued to the original payment method.

NextlyPack will normally process approved refunds within 3–7 business days.

Additional processing time may be required by credit card companies, banks, PayPal, Shopify Payments, or other payment providers.

The time it takes for funds to appear in your account may therefore vary.

Unless otherwise required by law, the maximum refund will generally not exceed the amount actually paid for the affected products or order.

14. Order Cancellation

Because custom orders require advance planning for materials, design, production, and factory capacity, cancellation eligibility depends on the stage of the order.

Before Production Starts

If the order has not yet entered production, required custom material purchasing, plate making, mold making, die making, or incurred other non-recoverable costs, the customer may contact us to request cancellation.

A full or substantially full refund may be available depending on the circumstances.

If costs have already been incurred, including payment processing fees, design fees, sample fees, or other actual expenses, those costs may be deducted from the refund.

During Production Preparation

If the order has already involved material purchasing, plate making, mold making, die making, design services, sampling, or other production preparation, the customer may still request cancellation, but costs already incurred may not be refundable.

After Production Has Started

If you need to make a change, contact us as soon as possible. We will make reasonable efforts to assist, but changes cannot be guaranteed once production has started.

15. Shipping Damage, Loss, and Delivery Issues

If your order arrives with visible shipping damage, please take photos of the shipping carton, shipping label, damaged outer packaging, inner packaging, overall products, and damaged products.

If possible, report visible damage to the carrier when the shipment is delivered.

If it is confirmed that a package was lost, products were seriously damaged during transit, the issue was caused by a shipping provider arranged by NextlyPack, or the issue falls within NextlyPack’s responsibility, we may provide replacement, reproduction, partial refund, full refund, or another reasonable resolution.

Unless otherwise confirmed in writing, shipping times and estimated delivery dates provided by NextlyPack or the carrier are estimates and are not guaranteed delivery dates.

16. International Orders, Import Duties, and Other Charges

NextlyPack ships custom packaging to customers in multiple countries and regions.

Whether import duties are included will be based on the information stated in the product page, formal quotation, shopping cart, checkout page, or order confirmation.

NextlyPack Generally Includes Import Duties Only

Unless otherwise expressly stated in the product page, quotation, checkout, order confirmation, or written agreement, the following charges are not included:

• VAT / Value Added Tax
• Sales Tax
• GST / Goods and Services Tax
• Excise tax
• Other local government taxes
• Customs clearance service fees
• Customs declaration fees
• Customs brokerage fees
• Storage fees
• Remote area surcharges
• Other local customs or government charges

Import and tax rules vary by country and region.

If local law requires the recipient, importer, or buyer to pay any of the above charges directly, those charges are generally the customer’s responsibility.

Import Duties Included

If an order is clearly marked Duties Included or Import Duties Included, the applicable import duties are already included in the amount paid to NextlyPack.

The customer should not normally be required to pay the same import duty again.

If you are charged import duties that were clearly stated as included in your order price, please contact us and provide the relevant payment receipt. Once verified, we will assist in resolving the issue.

Additional Charges Caused by Customer Actions

• Incorrect shipping information
• Incomplete shipping information
• Changing the destination country or region
• Failure to provide required customs documents
• Refusal to cooperate with customs clearance
• Refusal of delivery
• Customer-caused redelivery
• Customer-caused storage
• Return-to-sender caused by customer action
• New local taxes or fees imposed by local authorities
• Charges that local law requires the importer to pay directly

17. Failure to Pay Local Taxes or Fees

If VAT, Sales Tax, GST, customs clearance fees, local taxes, or other government charges are not included in the order price and are legally payable by the customer, and the customer refuses to pay them, the shipment may be subject to:

• Customs delays
• Customs holds
• Storage fees
• Redelivery fees
• Return shipping fees
• Return to sender
• Disposal or other action by local customs authorities

Any losses or additional costs caused by the customer’s failure to pay required local charges may be the customer’s responsibility.

18. Return Shipping

For most custom-product quality claims, it is not necessary to return the entire order.

We can usually review claims using photos, videos, production records, order information, approved artwork, and samples.

In some cases, NextlyPack may request that the customer return product samples, defective items, or other affected products for inspection.

Return costs incurred without prior authorization may not be reimbursed.

19. Situations That Generally Do Not Qualify for Refund or Compensation

Unless otherwise required by applicable law, refunds, free reproductions, or compensation will generally not be provided for:

• Change-of-mind requests
• Custom products produced according to the approved order
• Errors contained in customer-approved artwork
• Incorrect text supplied by the customer
• Incorrect logos supplied by the customer
• Incorrect dimensions supplied or approved by the customer
• Incorrect barcodes or QR codes supplied by the customer
• Problems with customer-provided design files
• Subjective dissatisfaction with products that match approved specifications
• Normal print color differences
• Normal production tolerances
• Damage caused by improper storage
• Moisture damage after delivery
• Heat damage after delivery
• Damage caused by improper use or handling
• Products that have already been substantially used
• Products that have already been resold
• Products that have been further processed or modified
• Failure to retain defective products for investigation
• Claims submitted after the applicable claim period
• Incorrect shipping addresses provided by the customer
• Refused deliveries
• Failure to cooperate with customs clearance
• Failure to pay local taxes or fees that are the customer’s responsibility

20. Chargebacks and Payment Disputes

If you believe there is an issue with your order, we recommend contacting NextlyPack before initiating a chargeback, payment dispute, bank dispute, or payment reversal.

We will review legitimate concerns carefully and work toward a reasonable solution.

Nothing in this section limits any rights available under applicable law or through your payment provider.

21. Force Majeure

NextlyPack may not be responsible for delays or losses caused by events outside our reasonable control, including but not limited to:

• Natural disasters
• Extreme weather
• War
• Strikes
• Port congestion
• Flight cancellations
• Ocean freight delays
• Government restrictions
• Customs policy changes
• Epidemics or pandemics
• Carrier disruptions
• Power outages
• Network outages
• Other unforeseeable events beyond reasonable control

We will make reasonable efforts to minimize the impact of such events on customer orders.

22. Policy Updates

NextlyPack may update this Refund & Return Policy from time to time to reflect changes in products, business operations, production processes, shipping arrangements, or applicable laws and regulations.

The latest version will be published with an updated effective date.

Unless otherwise required by law, the policy in effect when the order is placed will generally apply to that order.

23. Contact Us

If you have any questions about refunds, returns, quality issues, or order cancellations, please contact NextlyPack.