Refund & Refund Policy

This policy applies to all orders placed with The Boxes Supplier UK throughwww.theboxessupplier.co.uk.

Please read it before placing an order. All our products are custom made. Once a box is produced to your size, artwork, colours and material, it cannot be reused or resold. There is no stock item to return.

For that reason, we do not offer refunds.
Where a genuine production fault is confirmed, we may offer a reprint, under the conditions set out below.

This is a correction policy, not a refund policy.

No Refunds – Reprints Only Where Valid

All orders are final.

Because every order is made specifically for one customer, we do not issue refunds, card reversals, bank returns, credits, or cash payments under any circumstance.

If an error is proven to be our responsibility, we will reprint the affected quantity only. Nothing in this policy allows a refund instead of a reprint.

Valid Reasons for a Reprint

A reprint will only be considered if clear evidence shows one of the following:

• Printing error, where artwork, text or placement does not match the approved file
• Incorrect box size supplied by us, compared to the confirmed dimensions
• Goods damaged on arrival (crushed, torn, dented, warped, or water damaged)
• Wrong material used, different from what was confirmed before production
• Colour significantly different from the approved proof or approved physical sample
• Missing quantity, where delivered units are fewer than invoiced

No other reason qualifies.

Personal preference, expectation, or change of mind after delivery does not qualify.

Claim Time Limit – 3 Days Only

All claims must be submitted within 3 calendar days of delivery confirmation.

Claims submitted after 3 days are not reviewed, regardless of reason.
The time count starts from the courier’s delivery record, not when the box is opened.

This rule is strict.

Evidence Required

All claims must include clear photo or video evidence showing the issue.

Written explanations alone are not accepted. The problem must be visible.
If needed, we may ask for additional images to confirm size, colour, quantity, or damage.

The responsibility to provide proof lies with the customer.

Return of Goods (If Required)

In some cases, we may ask for the faulty items to be returned for inspection.

• Return shipping costs are paid by the customer
• We do not pre-pay or reimburse return freight
• Items must be unused and returned as received

If we confirm that a return is not required, the claim may be decided based on images alone.

Situations Not Covered

We do not offer reprints for:

• Spelling or design errors in customer-supplied artwork
• Colour dissatisfaction without an approved proof or sample
• Expectations not written or approved before production
• Changes requested after production has started
• Damage caused after delivery through storage or handling
• Courier or customs delays
• Personal taste or preference issues

Custom manufacturing cannot be judged on opinion.

Colour Matching Rule

Colour is checked only against the final approved proof or approved physical sample.

Screen differences, monitor settings, brightness, or personal expectation are not valid reasons for a claim. If the printed result matches the approved proof, the claim is rejected, even if a different tone was expected.

Reprint Terms

If a claim is approved:

• Only the affected quantity is reprinted
• The same specifications are used
• No redesign, upgrades, or changes are included
• A reprint is a replacement, not a new order

No credit or refund is offered instead of a reprint.

How to Submit a Claim

Send an email within the allowed time to:

Email: support@theboxessupplier.co.uk
Subject: Reprint Claim – Order #XXXX

Include:

• Order number and delivery date
• Clear photos or video proof
• Brief details about the problem with the order
• Confirmation that the claim is made within 3 days after delivery.

Review Timeline

In case of a complete claim request. We properly review it and respond. If there is any further information or detail required, we transparently share it with our clients.

If approved, we will then communicate with you regarding the reprint timeline. Some cases may take longer if additional checks are required.

This policy exists to correct real production errors, not to undo custom work that was produced exactly as approved.

By placing an order with The Boxes Supplier UK, you agree to this policy in full.