At Custom Tin Boxes, we are committed to delivering high-quality custom tin packaging manufactured according to your approved specifications. Because our products are customized for individual customers, orders are handled differently from standard off-the-shelf products.
This Return and Refund Policy explains when returns, replacements, credits, cancellations, and refunds may be available. By placing an order with Custom Tin Boxes, you acknowledge and agree to the terms outlined below.
Custom Products and Returns
Most products sold by Custom Tin Boxes are manufactured according to customer-specific requirements, including dimensions, shapes, quantities, artwork, colors, printing, finishes, and other specifications.
Because customized products cannot generally be resold to another customer, custom-made products are generally non-returnable and non-refundable due to a change of mind, incorrect selection, or failure to use the products. Custom Tin Boxes must approve any exception to this policy in writing. This includes situations where a customer:
- Changes their mind after ordering
- No longer needs the products
- Orders the wrong quantity
- Provides incorrect dimensions
- Selects the wrong product specification
- Approves artwork containing an error
- Changes branding or design after production
- Decides that the product is no longer suitable for their business
Order Cancellation
Customers should contact us as soon as possible if they need to cancel an order. Cancellation requests are not guaranteed because custom orders may enter production shortly after payment and approval.
If production, tooling, material procurement, printing, manufacturing, or other fulfillment activities have already started, the order may not be eligible for cancellation. If cancellation is approved before substantial production costs are incurred, Custom Tin Boxes may issue a refund according to the circumstances of the order. Any costs already incurred for materials, tooling, artwork, production preparation, sampling, processing, or other services may be deducted from an approved refund.
Artwork Approval
Customers are responsible for reviewing and approving all artwork before production. Once a customer approves a final proof, production may begin. Custom Tin Boxes is not responsible for customer-approved errors appearing in the final product. For this reason, customers should carefully inspect every proof before providing approval. This includes checking:
- Spelling
- Grammar
- Logos
- Images
- Colors
- Dimensions
- Text
- Artwork placement
- Product specifications
- Finishing instructions
Incorrect or Defective Products
If you receive products that are materially different from the approved specifications or contain a verified manufacturing defect, please contact us promptly. Examples may include:
- Incorrect product dimensions
- Incorrect quantity
- Significant printing errors
- Incorrect product style
- Material defects
- Manufacturing defects
- Products substantially different from the approved proof
We may request photographs, videos, packaging information, shipping documents, order numbers, or other evidence to evaluate the issue. After reviewing the claim, Custom Tin Boxes will determine whether the issue qualifies for replacement, re-production, credit, refund, or another appropriate resolution.
Damaged Shipments
Customers should inspect their shipment as soon as possible after delivery. If your package arrives visibly damaged, take photographs of:
- The external shipping carton
- Shipping labels
- Internal packaging
- Damaged products
- Any visible signs of impact or mishandling
Contact Custom Tin Boxes promptly with your order information and supporting documentation. Claims may require cooperation with the applicable shipping carrier. Failure to report shipping damage within a reasonable period may affect our ability to investigate or pursue a carrier claim.
Quantity Shortages
If your shipment appears to contain fewer products than the quantity stated on your order, notify us promptly. We may request photographs, packaging information, delivery documentation, or other evidence to verify the shortage.
If a shortage is confirmed to have resulted from our fulfillment process, we may provide the missing quantity, replacement products, account credit, partial refund, or another appropriate resolution.
Manufacturing Variations
Custom tin products are manufactured using industrial production processes. Reasonable manufacturing variations may occur. Minor variations that fall within reasonable manufacturing tolerances generally do not qualify as defects. Minor differences in the following may occur between a digital proof, physical sample, and final production:
- Color
- Printing
- Dimensions
- Surface appearance
- Coating
- Material thickness
- Registration
- Finishing
Color Differences
Colors displayed on computer monitors, phones, tablets, and other digital devices may differ from the final printed product. Color differences may also occur because of the printing process, substrate, ink, coating, lighting, and finishing.
Where a physical color proof or sample has been approved, it should be used as the primary reference for production rather than the appearance of a digital screen. Exact color matching may require additional specifications or processes and should be discussed with our team before production.
Refund Eligibility
If a refund is approved, the refund amount and method will depend on the circumstances of the order. Refunds may be reduced by costs already incurred for customized services, tooling, materials, production, artwork, shipping, or other non-recoverable expenses where permitted by applicable law and the applicable order agreement. Potential refund situations may include:
- An approved cancellation before production
- A confirmed manufacturing issue
- A verified fulfillment error
- A confirmed shortage
- Another situation where Custom Tin Boxes determines that a refund is appropriate
Refund Processing
Once a refund has been approved, we will generally process it using the original payment method where reasonably possible. The time required for the refund to appear in your account may depend on your bank, credit card company, payment processor, or other financial institution. Custom Tin Boxes does not control the processing time of third-party financial institutions.
Non-Refundable Services and Costs
Certain costs associated with custom orders may be non-refundable once incurred. The applicability of these charges depends on the individual order and the stage of production. These may include:
- Custom tooling
- Mold or die charges
- Artwork or design services
- Sampling
- Prototyping
- Material procurement
- Production setup
- Printing setup
- Custom manufacturing costs
- Expedited services
- Shipping charges
Returns Authorization
Do not ship products back to Custom Tin Boxes without receiving written authorization from our team.
Unauthorized returns may not be accepted or processed.
If a return is approved, we will provide instructions concerning the return address, packaging requirements, shipping method, and any documentation required.
Returned products should be packaged securely to minimize additional damage during transportation.
Return Shipping
If a return is approved because of a verified manufacturing or fulfillment error attributable to Custom Tin Boxes, we may provide an appropriate return-shipping solution.
If a return is approved for another reason, the customer may be responsible for applicable return shipping and handling costs. Return-shipping responsibility will be communicated before the return is authorized.
Products Damaged After Delivery
Custom Tin Boxes is not responsible for damage caused by improper storage, misuse, modification, handling, exposure to unsuitable conditions, accidents, or other circumstances occurring after delivery. Customers should store and handle products according to their intended use and applicable product requirements.
Customer-Supplied Materials
If customers provide artwork, materials, components, or other items for incorporation into an order, the customer is responsible for ensuring that those materials are suitable and legally authorized for use. We are not responsible for defects or delays caused by customer-supplied materials that are defective, incomplete, inaccurate, incompatible, or unsuitable for production.
Order Changes After Approval
Changes requested after artwork approval or production commencement may not be possible. If changes can be accommodated, additional charges may apply. These charges may include revised artwork, production setup, tooling, materials, manufacturing, shipping, or other costs. A revised production schedule may also apply.
Sample and Prototype Orders
Physical samples and prototypes may be subject to separate charges. Because samples are manufactured for evaluation purposes, their appearance or construction may differ from the final production run. Unless otherwise agreed in writing, purchasing or approving a sample does not guarantee that every characteristic will be identical in large-scale production.
Claims Procedure
Providing complete information helps us investigate the issue efficiently. We may request additional information when necessary. To submit a return, replacement, or refund claim, please contact Custom Tin Boxes and provide:
- Customer name
- Order number
- Order date
- Product information
- Description of the issue
- Photographs or videos where applicable
- Shipping information
- Any relevant proof or documentation
Inspection and Investigation
Custom Tin Boxes reserves the right to inspect or investigate products before approving a refund, replacement, credit, or re-production. Depending on the circumstances, we may request that products be returned, inspected remotely through photographs or video, or evaluated through production and quality-control records.
A claim will be evaluated based on the approved order specifications, proof, sample where applicable, manufacturing records, photographs, shipping information, and other relevant evidence.
Replacement or Re-Production
When a valid manufacturing or fulfillment issue is confirmed, Custom Tin Boxes may choose to replace or reproduce the affected products rather than issue a monetary refund.
Replacement or re-production timelines will depend on product specifications, manufacturing requirements, production capacity, and shipping arrangements. Customers may be required to approve revised artwork or specifications before replacement production begins.
Store Credit
In certain situations, Custom Tin Boxes may offer store credit instead of a monetary refund. Store credit may be offered for approved claims, order adjustments, or other circumstances agreed upon with the customer. Any applicable expiration, restrictions, or usage conditions will be communicated at the time the credit is issued.
Fraudulent or Abusive Claims
Custom Tin Boxes reserves the right to investigate suspected fraudulent, misleading, or abusive refund and return claims. We may decline a claim where available evidence indicates that the reported issue was caused by customer misuse, inaccurate information, unauthorized modification, intentional damage, or another circumstance outside our responsibility. This does not affect any rights that cannot legally be waived under applicable law.
Consumer Rights
Nothing in this Return and Refund Policy is intended to eliminate, restrict, or waive any consumer protection rights that cannot legally be excluded under applicable federal or state law. Where mandatory law provides a customer with rights that differ from this policy, the applicable law will control to the extent required.
Policy Changes
Custom Tin Boxes may update this Return and Refund Policy periodically to reflect changes in our products, services, business practices, or applicable legal requirements. The latest version will be published on this page with the applicable “Last Updated” date. Customers should review this policy before placing future orders.
Contact Us
When contacting us about an order, please include your order number and the email address used to place the order so we can locate your records efficiently. If you have questions about returns, refunds, replacements, cancellations, defective products, damaged shipments, or an existing order, please contact us.
Email: sales@customtinboxes.net
Phone: +1 (845) 379-9277
Address: New York (HQ),
Agreement
By placing an order with Custom Tin Boxes, you acknowledge that you have reviewed and accepted this Return and Refund Policy, subject to any rights provided to you under applicable law or a separate written agreement.
Our goal is to resolve legitimate product, manufacturing, fulfillment, and shipping issues fairly while recognizing that custom-made products are manufactured specifically for each customer’s requirements.