Refund policy

Last updated: 2025-12-2

LeafPackage provides small-batch custom packaging solutions for small businesses and independent brands. This Refund & Return Policy applies to orders placed through the official LeafPackage website or authorized sales channels and explains how we handle issues related to quality, fulfillment, and claims.

Note: This policy is primarily intended for business customers. It does not constitute legal advice and does not limit any mandatory consumer rights you may have under applicable law (where relevant).

1. Scope

  • This Policy applies to the following product types:
    • Custom packaging products (e.g., paper bags, boxes, cups, mailers, tapes, stickers, etc.);
    • Sample packs or limited stock items (e.g., unprinted standard samples, material swatches).
  • Unless otherwise stated on the product page or in your order confirmation, this Policy applies to all orders confirmed and paid to LeafPackage.

2. Product Types & Return Eligibility

2.1 Custom Products

  • Any products made-to-order with custom printing, sizing, structure, or special finishes are treated as custom products;
  • Once they enter plate-making, material preparation, or production, they are considered made-to-order and all sales are final except for proven quality or fulfillment issues;
  • We do not accept returns or refunds for reasons such as “changed my mind,” brand refresh, or preference changes.

2.2 Samples & Stock Items

  • For non-custom samples or standard stock items, and only if they remain unopened and in resellable condition:
    • You may request a return within 14 days from the date of delivery;
    • Return shipping costs are borne by the customer;
    • Original outbound shipping charges are non-refundable.

3. Order Review, Proof Approval & Tolerance

  • Before placing an order, please carefully review and confirm: product name, size, quantity, material, structure, finishes, shipping information, and delivery timeline.
  • For orders involving artwork or custom printing, we will usually provide at least one of the following for your approval:
    • Digital proof;
    • 3D mockup or visualization;
    • Physical sample (where agreed).
  • Once you approve the final proof or production file in writing (via email or platform confirmation):
    • Your order will proceed to plate-making and production;
    • You generally cannot cancel or modify the order;
    • Any mistakes arising from the artwork itself (e.g., typos, wrong logo version, layout errors, incorrect barcode) are the customer’s responsibility.
  • Due to normal manufacturing variation in the packaging industry, the following are deemed acceptable tolerances and generally do not qualify as quality issues:
    • Size tolerance: approximately ±3mm or around ±3%;
    • Quantity tolerance: approximately ±5%, with billing based on actual shipped quantity or with a top-up arrangement;
    • Color variation: some visible differences between RGB screens and CMYK/Pantone printing, as well as between different papers, inks, and surface finishes (lamination, varnish, embossing, etc.) are normal and expected.

4. What Counts as a Quality Issue

We typically treat the following as legitimate quality issues, provided they are reported within the specified time window:

4.1 Significant Deviation from the Approved Proof

  • Missing or incorrect printed content (e.g., wrong text, wrong artwork, or major layout issues);
  • Wrong structure or significantly wrong dimensions that make the products unusable for the intended purpose.

4.2 Obvious Printing or Manufacturing Defects

  • Large and consistent smudges, ghosting, banding, or severe color inconsistency across the batch;
  • Structural defects such as widespread cracking, delamination, poor adhesive bonding that affect normal use.

4.3 Serious Short-Ship or Incorrect Items

  • Actual delivered quantity significantly below the agreed tolerance with no prior arrangement;
  • Wrong material, size, or structure type shipped.

4.4 Shipping Damage or Loss

  • Cartons severely crushed or damaged in transit causing a large portion of the products to be unusable;
  • Shipments marked as “lost” or with no movement for an extended period.

Minor cosmetic imperfections that do not affect usability and variations within normal tolerance are generally not treated as quality issues.

5. Claim Window & Process

5.1 Time Limits

  • Within 7 days of the tracking showing “Delivered”: if the outer carton is obviously damaged, please note it with the carrier and take photos at the time of delivery;
  • Within 30 days from the actual receipt of goods: please report any quality, quantity, or shipping issues as soon as possible.

5.2 How to Contact Us

Please reach out via:

  • Email: service@leafpackage.com, or the contact email provided in your order;
  • Contact form or service portal on our website.

5.3 Information & Evidence Required

To help us resolve your issue efficiently, please provide:

  • Order number, recipient name, and contact details;
  • Date of receipt and date the issue was discovered;
  • Description of the issue (type, extent, impact on your business, etc.);
  • Clear photos or videos showing:
    • The outer carton and shipping label;
    • The overall products and close-ups of the defects;
    • Any relevant use scenario (e.g., how the product fails to fit your goods).

5.4 Response and Review Time

  • We will usually respond within 1–2 business days after receiving your claim;
  • In most cases, we will complete an initial review and propose a resolution within 3–5 business days.

6. Resolution Options

Once a claim is confirmed to be due to LeafPackage’s responsibility (or that of our carrier), we will work with you to choose one or more of the following options:

6.1 Free Reprint

  • Reprinting the affected quantity at no charge;
  • Standard shipping costs for the reprint will be covered by LeafPackage.

6.2 Full or Partial Refund

  • Full or partial refund for the affected portion of the order, depending on the severity and scope;
  • If a refund is issued due to reasons attributable to LeafPackage, including confirmed production errors, fulfillment mistakes, or other seller-side responsibility, the maximum refund amount shall not exceed the total amount paid for the relevant order;
  • Approved refunds will be issued to the original payment method, typically within 3–7 business days.

6.3 Store Credit / Discount on Future Orders

  • Issuing store credit to your account equal to the agreed compensation amount;
  • Or applying a discount on your next order as a goodwill gesture.

We aim to choose the resolution that best services your business continuity while also considering environmental and cost sustainability.

7. Order Cancellation

7.1 Before Production Starts

  • If no plates, materials, or production slots have been allocated, you may request to cancel your order;
  • We will typically offer a full refund for the unpaid cost portion (minus any non-refundable transaction fees, if applicable).

7.2 After Plate-Making/Material Preparation but Before Printing

  • If you request cancellation at this stage, you may be charged for plate-making, material procurement, or other costs already incurred.

7.3 Once Printing or Full Production Has Started

  • Because the products are made-to-order, the order generally cannot be cancelled or refunded at this point;
  • In rare and special circumstances, we may review the situation and propose partial adjustments or discounts, but this cannot be guaranteed.

8. Non-Refundable Situations

We typically do not offer refunds, reprints, or compensation in the following situations and will only provide reasonable guidance where possible:

  • Claims submitted outside of the specified time window (e.g., more than 30 days after delivery) without clear serviceing evidence;
  • Variations within the stated tolerances (e.g., minor color differences, size deviations within ±3mm, slight cutting or creasing variation);
  • Issues resulting from customer-provided artwork or information errors (e.g., typos, wrong logo version, wrong barcode, incorrect dimensions or quantities);
  • Subjective dissatisfaction with color tone, paper feel, or thickness when the products match the approved proof, sample, or specification;
  • When most of the products have already been used or distributed, and only a small remainder is presented as evidence with no proof of a batch-wide defect;
  • Damage caused by improper storage or use by the customer (e.g., exposure to moisture, high temperature, excessive load, rough handling);
  • Products purchased through unofficial or third-party channels not managed by LeafPackage.

9. Return of Goods & Shipping Costs

  • For most quality issues, we prefer to review photos, videos, and records instead of requiring a full physical return of all goods.
  • In some cases, we may ask you to return part or all of the products, for example:
    • When further technical investigation is needed;
    • For large-value refunds, full reprints, or complex disputes.
  • Shipping cost responsibility:
    • If the issue is confirmed to be LeafPackage’s or our carrier’s fault (e.g., incorrect production, wrong items shipped, severe shipping damage), reasonable return shipping costs and re-shipping costs associated with the chosen resolution are usually covered by LeafPackage;
    • If additional costs arise due to customer reasons (wrong address, refusal to accept delivery, failure to pay duties, etc.), those costs are borne by the customer;
    • For “changed mind” returns of samples/stock items, the customer bears the return shipping cost, and original outbound shipping charges are non-refundable.
  • For international orders, duties, import taxes, and other governmental charges are usually the responsibility of the recipient, unless explicitly agreed otherwise.

10. Miscellaneous

10.1 Governing Law

This Policy does not constitute legal advice. Any disputes arising out of or in connection with orders and services will be handled in accordance with applicable laws and any signed contracts or agreed terms between you and LeafPackage.

10.2 Policy Updates

  • LeafPackage reserves the right to update this Policy from time to time in line with business needs and legal requirements;
  • When there are material changes, we will update the version on our website and indicate the latest date.

10.3 Contact Us

If you have any questions about this Policy or need help with a specific order, please contact us: