Refund policy

Returns & Refund Policy

Last Updated: July 2026

At IMPACKED, we take pride in supplying premium custom packaging manufactured specifically for each customer. Because many of our products are custom made to order, our Returns & Refund Policy differs from that of standard retail products.

Custom Printed Products

Custom printed products are manufactured exclusively for your business and cannot be resold.

For this reason, custom printed products cannot be returned or refunded due to:

  • Change of mind
  • Incorrect quantity ordered
  • Incorrect specifications provided by the customer
  • Customer artwork errors after approval
  • Colour preferences or subjective expectations
  • Delays caused by circumstances outside our control

Please carefully review all quotations, artwork and specifications before approving production.

Artwork Approval

Customers are responsible for ensuring all approved artwork is accurate.

This includes:

  • Spelling
  • Grammar
  • Colours
  • Layout
  • Dimensions
  • Barcodes
  • Nutritional information
  • Ingredients
  • Regulatory statements

Once artwork has been approved, IMPACKED cannot accept responsibility for errors contained within the approved files.

Manufacturing Variations

Packaging is manufactured using commercial printing and converting processes.

The following are considered normal manufacturing tolerances and are not defects:

  • Minor colour variation between production runs
  • Slight print registration movement
  • Small dimensional tolerances
  • Material texture variations
  • Seal positioning tolerances
  • Minor cosmetic imperfections that do not affect product performance

Under & Over Deliveries

Production quantities may vary by up to 10% under or over the ordered quantity.

This is standard manufacturing practice within the packaging industry.

Your invoice will be adjusted to reflect the actual quantity supplied.

Stock Products

Where IMPACKED supplies non-custom stock products, returns may be accepted within 14 days of delivery, provided the items:

  • remain unused
  • are in original packaging
  • are in resalable condition
  • are returned at the customer's expense unless otherwise agreed

A restocking fee may apply.

Custom products are excluded.

Damaged or Incorrect Orders

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Photographs of the products
  • Photographs of the packaging
  • Photographs of the shipping labels where applicable

We will investigate the issue and determine the appropriate resolution.

Manufacturing Defects

If a product contains a genuine manufacturing defect, IMPACKED may, at its discretion:

  • Replace the affected products
  • Repair the products where practical
  • Provide a partial refund
  • Provide a full refund

Claims must be made promptly after delivery and before the products are substantially used.

Freight Damage

If goods are damaged during transport:

  1. Notify us within 48 hours of delivery.
  2. Retain all packaging.
  3. Provide photographs of the damage.

Freight damage claims submitted outside this period may not be accepted.

Colour Variations

Printed colours may differ slightly from:

  • Digital artwork
  • Computer monitors
  • Previous production runs
  • Printed proofs

These variations are an inherent part of commercial printing and are not considered defects.

Where exact colour matching is critical, please discuss this with us before production begins.

Product Suitability

Customers are responsible for ensuring the packaging selected is suitable for their intended application.

Where required, we recommend conducting filling, sealing and transport trials before full commercial use.

Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law (ACL).

If a product has a major failure or does not meet the consumer guarantees under the ACL, you may be entitled to a repair, replacement or refund as provided by law.

How to Make a Claim

Please contact us as soon as possible with the following information:

  • Order number
  • Business name
  • Description of the issue
  • Supporting photographs
  • Quantity affected

Email: orders@impacked.co

Our Commitment

At IMPACKED, customer satisfaction is important to us. If something isn't right, we'll work with you to investigate the issue promptly and provide a fair and practical solution.

We encourage customers to contact our team at any stage of the ordering process if they have questions about artwork, specifications or product suitability before production begins.