A Fair Return Policy, Built for Custom Labels
Custom labels cannot be resold, so we don't accept returns of finished product. Instead, we stand behind quality with a free-reprint guarantee on our errors and a 50% discount on customer-side artwork errors. Here's exactly how it works — in plain language, no fine print.
Three Tiers of Coverage — No Surprises
Every issue falls into one of three categories. The tier determines whether we reprint for free, discount the reprint, or don't cover it at all.
Production Error
Defects caused by our production process: wrong material, off-tolerance size, ink drift, cut shift, wrong adhesive, short ship.
Customer Error
Typos, wrong barcodes, wrong Pantone references, outdated logos — any error present in the digital proof you approved in writing.
Not Covered
Buyer's remorse, material mismatch with container, improper application, uncalibrated screens, reports after 7 days, normal wear.
What Happens After Delivery
Five milestones from delivery to refund receipt. Use the legend to understand which steps are your responsibility vs. ours.
From Delivery to Refund — Typical Path
Tier 1 — Free Reprint Guarantee
If labels arrive with a defect caused by our production process, we reprint and reship free of charge. Production errors fall into six categories.
Material error
We shipped the wrong material (e.g., you ordered White BOPP, we shipped White Paper).
Size error
Labels are outside the ±1mm tolerance specified in the approved proof.
Print defect
Ink smearing, banding, color drift beyond ΔE ≤ 3 from approved proof, missing foil layer.
Cut error
Die-cut shifted, off-register, or labels cut to wrong shape.
Adhesive error
Wrong adhesive used (permanent vs removable, freezer vs standard).
Quantity error
Short ship more than 1% of order quantity without prior agreement.
How to Claim — 4 Steps
Follow these steps within 7 days of delivery. The more documentation you provide upfront, the faster we can resolve.
Include order #
Order number + photos of the issue (close-up + wide shot).
We assess
Review within 48 hours. We confirm tier & resolution.
Resolution
Free reprint, full refund, or partial refund — based on your timeline.
Resolution Options
Tier 2 — 50% Discount Reprint
If the artwork you approved had an error (typo, wrong barcode, wrong color reference), we still help — but we don't reprint for free. Instead, we offer a 50% discount on the reprint order.
What Counts as Customer Error
- Typo or spelling error present in the approved proof
- Wrong barcode number (UPC/EAN) on approved proof
- Wrong color reference (Pantone code) on approved proof
- Wrong ingredient list or regulatory text on approved proof
- Outdated logo version on approved proof
- Wrong size specified in original order (not flagged as our error)
Cancel an Order — 3-Stage Refund Funnel
Refund percentage depends on how far production has progressed. Earlier cancellation = higher refund.
Full refund
Cancelled before proof approval. No prepress work done yet. Refund within 5 business days.
10% restocking
Cancelled after proof approval but before production start. 10% covers prepress and artwork setup time.
No refund
Once plates, dies, or materials are committed, costs are sunk. Order cannot be cancelled — but you can still claim production defects under Tier 1.
Refund Process — Common Questions
How long does a refund take?
Refunds are issued within 5 business days of approval, returned to the original payment method (bank wire, PayPal, Wise). Bank wires may take 3-5 additional business days to land in your account.
Can I cancel an order before production?
Yes. Full refund if cancelled before proof approval. 90% refund if cancelled after proof approval but before production start (10% covers prepress time). No refund after production start.
What if labels arrive damaged in shipping?
Photo-document damage within 7 days of delivery. We file the carrier claim on our side and either reprint, refund, or partial refund based on the damage extent. You don't wait for carrier resolution — we resolve on your timeline.
What if my labels arrive late?
Carrier delays (customs, weather, peak season) are outside our control and not eligible for refund. If the delay is on our side (production miss), we credit your next order 10-20% based on severity.
Tier 3 — What We Don't Cover
These situations fall outside our quality guarantee. We list them honestly so you know exactly where the line is — and how to avoid each one.
Buyer's remorse
"I changed my mind after seeing it" is not a production defect. Order a sample pack first.
Material mismatch
Non-waterproof material on a wet product is a selection issue. We'll advise at quote stage if you tell us the application.
Improper application
Labels applied to wet, dirty, or oily containers; below recommended temperature; or by untrained staff — not covered.
Uncalibrated screens
If your laptop screen showed a different color than printed, we match to Pantone reference and proof — not your screen.
Reported after 7 days
Issues reported more than 7 days after delivery are outside our quality window. Inspect shipment on arrival.
Wear from normal use
Scuffing from months of friction display, fading from extended UV on non-UV materials — not defects.
Report an Issue — We'll Make It Right
Email [email protected] with order number and photos within 7 days of delivery. We respond within 48 hours — no support tickets, no call centers, no runaround.