Return & Refund Policy – CustomPrintLine

At CustomPrintLine, we aim not only to meet but to exceed your expectations by delivering high-quality printing and packaging solutions that support your business success. While our processes are designed to minimize errors, we understand that issues can occasionally occur. In such cases, we offer fair and transparent solutions as outlined below.

Manufacturing Defects

If a product is found to have a manufacturing defect, we offer a free reprint within seven (7) business days from the delivery date.

Quality & Accuracy Controls

To ensure accuracy, our packaging facility is equipped with monitoring systems that record every order during packing and dispatch. These checks include carton weight, labeling, and item counts. This process allows us to quickly resolve genuine claims while preventing errors or misunderstandings about shipments.

Lost or Damaged Shipments

If your shipment is lost or arrives damaged, please report it to us within 15 days of the shipping date. Once we receive your report, we will acknowledge it within one business day and begin investigating.

Partial Shipments or Missing/Damaged Items

If you receive fewer items than ordered, or part of your order arrives damaged, please notify us within seven (7) calendar days of delivery. After verification:

• If the missing or damaged quantity is up to 5% of the total order, a refund equal to 5% of the invoice amount will be issued (unless otherwise agreed).
• If the missing or damaged quantity is greater than 5%, the entire shipment must be returned for a full refund.

Return Requests

• All refund or return requests must be submitted within seven (7) calendar days of delivery.
• Lost shipments must be reported within 15 days of the shipping date.
• We will confirm receipt of your request within one business day.

To proceed, you must complete and sign an Authorization Form provided by our team. Once approved, we will share the return shipping address. Please ensure this address is copied correctly to avoid misplaced shipments.

⚠️ Important: Do not send any products back before receiving approval. Customers are responsible for the cost of return shipping.

✅ CustomPrintLine remains committed to fair practices, accurate processing, and maintaining the highest quality standards in every order.