Return and Refund Policy

1. Why custom orders are non-returnable

Custom Products are printed, cut and finished to your approved specification and cannot be resold to others. For this reason we do not accept returns or give refunds because of a change of mind, ordering the wrong size or quantity, or errors in artwork you approved.

2. What we will fix

We will make it right if your order arrives:

• Defective: structural or print defects such as crushed, torn, mis-cut or badly glued boxes, or print that is clearly smudged or misregistered.
• Not as approved: wrong size, material, finish or artwork compared with the Approved Proof and order confirmation.
• Short or damaged: quantity below the allowed tolerance, or goods damaged in transit (see the Shipping and Delivery Policy for carrier claims).

3. What is not covered

• Quantity within the 10% production tolerance.
• Colour variation within reasonable limits between proofs, screens and production.
• Errors in Approved Proofs, including spelling, barcodes, legal text and dimensions.
• Damage caused by improper storage, humidity, handling or use after delivery.
• Boxes that were not tested for your product’s weight or shipping conditions.
• Goods that have been used, altered, assembled or filled, except where needed to identify a defect.

4. How to make a claim

1. Email hello@leadcustomboxes.ca within 7 days of delivery with your order number.
2. Include clear photos of the issue, the outer carton and shipping label, and the count of affected pieces.
3. Keep all goods and packaging until we have reviewed your claim. We may ask for samples to be returned.
4. We reply within 2 business days with our decision and next steps.

5. Remedies

If your claim is approved, we will choose the most suitable remedy: a reprint or replacement of the affected goods at our cost, a credit towards a future order, or a refund of the affected portion. Our liability is limited to the price paid for the affected goods.

6. Ready-to-ship and stock items

Standard, non-printed items may be returned within 14 days of delivery if unused and in original condition. A restocking fee of 20% may apply and you pay return shipping unless the item was faulty. Contact us for a return authorization before sending anything back.

7. Refund timing

Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may need extra time to post the refund.

8. Your legal rights

This policy does not limit rights that you have under applicable consumer protection or sale of goods laws.