Refund and Returns Policy

1. Eligibility for Refunds

Refunds are granted only under the following circumstances:

• Verified defects or errors in production.
• Lost packages confirmed by the shipping carrier.
• Damaged goods reported within 48 hours of receipt.

2. Non-Refundable Scenarios

Refunds are not issued for the following:

• Errors in customer-approved proofs.
• Buyer’s remorse or preference changes after production begins.
• Delays caused by third-party carriers or customs clearance.
• Custom or personalized items that are free from defects.

3. Refund Process

• Request Submission: To request a refund, contact us via email or our online form within 30 days of receiving your order. Include detailed descriptions and photos of the issue.
• Approval and Resolution: Approved refunds will be processed within 5–7 business days and issued back to the original payment method.
• Replacement Option: Customers may choose between a refund or a replacement order at no additional cost for verified defects.

4. Order Cancellations

Cancellations are allowed within 4 hours of design proof approval. After this period:

• Before Production: A cancellation fee of 10% will be applied.
• After Production: No refunds will be issued once production begins.

5. Return Shipping Responsibility

• Customers are responsible for the cost of returning items unless the issue is deemed our fault. A prepaid label will be provided for eligible returns.

6. International Refunds 

• Refunds for international customers exclude customs fees, duties, or taxes. These fees are non-refundable as they are collected by local authorities.

For any questions or assistance, feel free to contact our support team. Our goal is to ensure your satisfaction with every order.

Returns Policy

1. Claims for Defective, Misprinted, or Damaged Products

• Claims for defective, misprinted, or damaged items must be submitted within 30 days of receiving the product.
• For packages lost in transit, claims must be submitted within 30 days of the estimated delivery date.
• Issues deemed to be our fault will be resolved at our expense, either through replacement or refund.

2. Reporting Problems

• If you or your customers notice any issues with an order, please submit a problem report via email or our online form.

3. Return Address

• The return address is set to Packet Empire Inc.’s facility by default. Returned shipments will trigger an automated email notification.
• Unclaimed returns will be held for 30 days, after which they may be donated to charity.

4. Incorrect Shipping Address

• If the shipping address provided is deemed insufficient by the courier, the shipment will be returned to our facility. Reshipment costs will be the responsibility of the customer upon confirmation of the updated address.

5. Unclaimed Shipments

• Unclaimed shipments returned to our facility will incur reshipment costs. Unclaimed shipments without reshipping arrangements after 30 days may be donated or discarded without refund.

Other Policies

Non-Returnable Items

• We do not accept returns of sealed goods (e.g., hygienic items) or custom/personalized products unless defective.
• Sealed goods that are returned will be disposed of and are not eligible for reshipment or refund.

Customer-Initiated Returns

• Customers are encouraged to contact us before returning any items. Returns for buyer’s remorse or size exchanges are not accepted unless arranged at the customer’s expense.

International Guidelines

• EU Consumers: Under Article 16(c) and (e) of the Directive 2011/83/EU, the right of withdrawal does not apply to personalized or sealed goods that are unsealed after delivery. Packet Empire Inc. reserves the right to refuse returns under these conditions.