Quality Guarantee

If your packaging arrives with a problem we caused, we put it right with a free reprint of the affected quantity. This is a reprint guarantee, not a money-back guarantee: custom printed packaging is made only for you, so the remedy for a production error is new packaging made correctly.

What is covered

• Printing defects, such as smudging, missing ink or misregistration that does not match the approved proof.
• Wrong size or specification caused by a production error.
• The wrong material used.
• Manufacturing defects, such as bad cuts, folds or gluing.
• A short quantity beyond the normal tolerance, once confirmed by quality control.
• Damage in transit, when supported by photos.

What is not covered

• Anything that was on the proof you approved, including typos, layout, dimensions and barcodes.
• Issues caused by supplied artwork, such as low resolution, RGB colours or fonts that were not outlined.
• Minor colour variation between screens, proofs and print. If exact colour matters, ask for a physical sample before production.
• Quantity differences within the normal tolerance of up to 8% over or under.
• Changes of mind, or packaging that has been used, filled or altered.

Conditions

• Report the problem within 2 business days of delivery.
• Send your order number, a description of the issue and clear photos or video. For transit damage, include photos of the outer cartons, the inner packing and the damaged items.
• Our production partner's quality control team reviews every claim and decides whether the issue came from production, from the supplied files or from the approved proof.
• If the issue is confirmed as ours, we reprint the affected quantity at no cost to you, and for a confirmed short count we produce the missing units.
• If the issue came from supplied files, specifications or the approved proof, a reprint is possible at your cost.
• Reprint timing depends on the production schedule and the shipping option; we confirm it when the claim is approved.

How to make a claim

Email hello@vorexpackaging.com with the details above. Please keep all the packaging and cartons until we close your claim.