Refund and Returns Policy
At BoxNovo, we are committed to providing high-quality custom packaging that meets your specifications and expectations. Because our products are often custom-made specifically for each customer, our refund and cancellation policy differs from that of standard, off-the-shelf products.
Please review the following policy before placing your order.
1. Custom-Made Products
Most products offered by BoxNovo are custom-made according to the customer’s requirements, including dimensions, box style, materials, artwork, printing, colors, finishes, and quantities.
Because custom packaging is produced specifically for your order, custom orders generally cannot be returned or refunded once production has begun, except where the products are defective, damaged, or materially different from the approved specifications.
2. Order Cancellation
If you need to cancel an order, please contact us as soon as possible.
Before Production
A cancellation request made before production begins may be eligible for a refund, subject to any costs already incurred by BoxNovo, including design, sampling, material procurement, artwork preparation, setup, or other services already performed.
After Production Has Started
Once production has started, cancellation may no longer be possible because materials and manufacturing resources have already been committed to your order.
Any refund in such circumstances will be considered on a case-by-case basis, taking into account the costs already incurred.
3. Artwork & Design Approval
Before production, customers are responsible for reviewing and approving the final artwork, dimensions, specifications, and other order details provided for production.
Once artwork and specifications have been approved, BoxNovo will manufacture the packaging according to the approved version.
BoxNovo is not responsible for errors in customer-approved artwork, including spelling mistakes, incorrect colors, incorrect dimensions, logos, images, or other information that was approved before production.
If BoxNovo makes an error during production that differs materially from the approved specifications, we will work with you to determine an appropriate resolution.
4. Defective or Incorrect Products
We want you to receive packaging that meets the agreed specifications.
If you believe your order contains a manufacturing defect, significant damage, or an error caused by BoxNovo, please contact us within [7] days of receiving your order.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the packaging received
- Photographs of the shipping box or outer packaging, where applicable
- Any other information that may help us investigate the issue
After reviewing the claim, BoxNovo may, at its discretion, offer one or more of the following resolutions:
- Replacement of the affected products
- Reproduction of the affected portion of the order
- A partial refund
- A full refund where appropriate
The resolution will depend on the nature and extent of the issue.
5. Shipping Damage
If your packaging arrives damaged during shipping, please notify BoxNovo as soon as possible.
Where possible, please keep the original shipping packaging and provide photographs showing both the damaged products and the external packaging.
We will review the circumstances of the damage and work with the appropriate shipping provider or customer to determine the appropriate resolution.
6. Product Variations
Due to the nature of custom manufacturing and printing, minor variations may sometimes occur in areas such as:
- Color
- Material texture
- Printing
- Dimensions
- Finish
- Cutting
- Folding
- Quantity
Minor manufacturing variations that fall within commercially reasonable production tolerances may not qualify for a refund or replacement.
Where an issue is significant and materially affects the functionality, appearance, or agreed specifications of the packaging, we will review the matter individually.
7. Samples & Prototypes
If a physical sample or prototype is produced and approved before full production, the customer is responsible for reviewing the sample carefully.
Once a sample and/or final artwork has been approved, production will proceed based on the approved specifications.
Sample and prototype fees may be non-refundable once the sample has been produced, unless otherwise agreed in writing.
8. Refund Processing
If a refund is approved, the refund will generally be issued using the original payment method where reasonably possible.
The time required for the refund to appear in your account may vary depending on your payment provider or financial institution.
Any costs that have already been incurred for approved services, custom materials, design work, sampling, production, or other non-recoverable expenses may be deducted from an applicable refund.
9. Non-Refundable Services & Costs
Certain costs may be non-refundable once incurred, including but not limited to:
- Custom design services
- Artwork preparation
- Sampling or prototyping
- Custom material procurement
- Printing setup
- Production costs
- Special finishes
- Custom tooling or dies
- Other costs specifically incurred for your order
We will communicate applicable costs as clearly as reasonably possible before proceeding.
10. Customer Responsibility
Customers are responsible for providing accurate information when placing an order, including:
- Product dimensions
- Quantities
- Artwork
- Logos
- Text
- Colors
- Delivery information
- Other relevant specifications
Please carefully review all information before approving an order for production.
BoxNovo cannot be held responsible for problems resulting from incorrect information supplied or approved by the customer.
11. How to Request a Refund or Report an Issue
If you need to request a refund, report a defective product, or discuss an issue with your order, please contact us through our official contact channels.
Please include your order number and as much information as possible about the issue.
Our team will review your request and respond with the appropriate next steps.
12. Policy Changes
BoxNovo reserves the right to update or modify this Refund & Cancellation Policy from time to time.
Any changes will be posted on this page with an updated “Last Updated” date.
13. Contact Us
If you have questions about this Refund & Cancellation Policy or your order, please contact the BoxNovo team.
BoxNovo
Website: www.boxnovo.com
Email: Sales@boxnovo.com
Phone: +1 (786) 887-0870
Address: 7608 NW 51st Place Coral Springs, FL 33067, USA
We are committed to working with our customers fairly and resolving legitimate order issues as efficiently as possible.