Returns & Refunds

Every Vorex order is printed to your size, artwork and specifications, so it cannot be resold to anyone else. That is why custom packaging works differently from a normal online store. This page explains what we can and cannot take back.

The short version

• We do not accept returns because you changed your mind, ordered the wrong size or quantity, or approved a proof that contained an error.
• If something went wrong in production or in transit, tell us within 2 business days of delivery with photos, and we will look into it. See our Quality Guarantee.
• Refunds are not available once production has started.

What is not returnable

• Orders produced as shown on the proof you approved, including spelling, layout, dimension or barcode errors that were on that proof.
• Problems caused by the artwork files you supplied (for example low-resolution images or colours set up in RGB).
• Minor colour differences between your screen, a digital proof and the printed result.
• Quantity differences within the normal trade tolerance of up to 8% over or under the ordered quantity.
• Packaging that has been used, filled, altered or damaged after delivery.
• Design work that has already been started.

When a refund is possible

A refund can only be considered before production starts, and only if no materials have been processed for your order. Any refund in that case is at our production partner's discretion and may be reduced by a cancellation fee. Once production starts, we do not issue refunds. If your order has a production problem, the remedy is set out in our Quality Guarantee.

Sending items back

Please do not send anything back until we ask you to. In most cases clear photos or a short video are enough for us to review a claim. If we do need items returned, we will tell you where to send them. Return shipping is at your cost unless we confirm in writing that we will cover it. Keep the packaging and the shipping cartons until your claim is closed.

How to report a problem

• Email hello@vorexpackaging.com within 2 business days of delivery.
• Include your order number and a short description of the issue.
• Attach clear photos or video of the problem, and for transit damage, photos of the outer cartons, the inner packing and the damaged items.

We reply with the outcome of the review and the next steps.