Refund & Returns Policy
At British Custom Boxes, every product is custom-made to your specifications. As our items are personalised and manufactured to order, we are unable to accept returns or issue refunds unless the goods are faulty or produced incorrectly due to our error.
This policy applies to all orders placed through our website or directly with our team.
1. Reporting an Issue
If you believe your order is faulty or does not match the approved specification, you must notify us within:
3 working days after receiving your order
by emailing: sales@britishcustomboxes.co.uk
Please include:
- Order number
- Description of the issue
- Clear digital photos showing the defect
- Quantity affected
Claims received after this period may not be accepted.
2. When a Refund or Reprint Is Eligible (Company-Side Fault)
A defect will be considered our responsibility if:
- The product does not match the approved final proof
- The printing or finishing quality is incorrect
- The wrong size, material, or quantity was supplied
Once the issue is verified:
Our Resolution Options
We may offer, at our discretion:
- A reprint of the affected order, or
- A partial or full refund
The decision will be based on the nature of the defect and the usable quantity.
Return Requirement
In some cases, we may request the full or partial order to be returned for inspection.
If a return is required:
- Items must be sent back within 7 working days
- We will arrange or reimburse standard return shipping if the fault is ours
3. When a Refund Is Not Eligible (Client-Side Error)
We cannot offer refunds or reprints if the issue is due to:
Spelling errors, incorrect content, or low-resolution artwork supplied by the customer
Colour variations resulting from screen display differences
Incorrect sizes, materials, or specifications approved by the customer
Changes requested after proof approval
If you still request a reprint, full charges will apply.
4. Order Cancellation
Because orders are custom-made, cancellation terms are as follows:
- You may cancel before proof approval with no charge
- Once the final proof is approved, cancellation is not guaranteed
- If cancellation is possible before production begins, a 5% administrative fee may apply
- No refund is available once the order has entered production or printing
5. Colour & Material Disclaimer
Due to industry standards:
- Minor colour variations may occur between digital proofs and final prints
- Variations between print runs are normal and not considered defects
- Exact colour matching is not guaranteed unless agreed in writing
6. Non-Returnable Items
The following cannot be returned under any circumstances:
- Custom-printed packaging
- Personalised or branded products
- Items damaged due to improper handling after delivery
This is in line with UK consumer regulations for custom-made goods.
7. Delivery Issues
If your order arrives damaged:
- Report within 48 hours of delivery
- Provide photos of external packaging and affected items
- We will investigate with the courier and advise next steps
Failure to report within this timeframe may affect eligibility.
8. Contact Us
For any questions about refunds, returns, or cancellations, please reach out:
British Custom Boxes
Email: sales@britishcustomboxes.co.uk
Address: 9 Fiveacre Close, Thornton Heath, CR7 6AS
Our team will be happy to assist you.