Refund Policy

Custom Box Pakistan offers packaging products across 20+ categories including bakery boxes, pizza boxes, standup pouches, e-commerce boxes, tin boxes, and more. Our refund policy covers two main categories of orders:

You are entitled to a full refund or free replacement in the following situations:

• Wrong Item Delivered: You received a completely different product from what you ordered (wrong size, wrong type, wrong product).
• Manufacturing Defect: The product has a clear defect caused during manufacturing — torn seams, broken closures, structural failure, or significant print misalignment on custom orders.
• Transit Damage: Products arrived significantly damaged due to inadequate packaging on our part. Minor dents on outer cartons do not qualify if the products inside are intact.
• Incomplete Order: You received fewer items than what was invoiced and paid for.
• Significant Quality Deviation: The product quality is substantially below the standard shown on our website and is not fit for its intended packaging purpose.

The following situations are not eligible for a refund or return:

• Change of Mind: You simply changed your mind after receiving the order or no longer need the packaging.
• Wrong Size Selected: You ordered the incorrect size and the product was delivered as specified in your order.
• Opened or Used Products: Products that have been opened, used, or are no longer in their original condition.
• Minor Color Variations: Slight shade differences between product images on the website and the actual product — this is normal in packaging manufacturing.
• Sale / Clearance Items: Products purchased at a discounted or clearance price are final sale and non-refundable.
• Delayed Reporting: Damage or defect claims reported more than 48 hours after confirmed delivery.
• Customer Mishandling: Products damaged after delivery due to improper storage, handling, or use by the customer.
• Approved Custom Proofs: Print errors or design issues on custom orders where the customer approved the digital proof before production.

Custom-printed packaging — including logo-printed pizza boxes, branded cake boxes, custom standup pouches, and printed coffee cups — follows a stricter refund policy due to the bespoke nature of production.

If your order arrives damaged or you receive the wrong product, follow these steps immediately:

For eligible returns, please follow this process:

• Step 1 — Contact Us First: Do not send products back without first getting approval from our team. Unauthorized returns will not be accepted.
• Step 2 — Return Authorization: Once your claim is approved, we will provide a Return Authorization (RA) number and return shipping instructions.
• Step 3 — Pack Securely: Pack the items securely in their original packaging if possible. Include your order number and RA number inside the parcel.
• Step 4 — Ship the Return: For eligible claims (defective/wrong items), we will arrange and cover the return courier cost. For other approved returns, the customer bears return shipping charges.
• Step 5 — Inspection & Resolution: Once we receive and inspect the returned items, we will process your refund or replacement within 3–5 business days.

Once a refund is approved, processing times depend on the payment method used:

Cancellation eligibility depends on the order type and how far along it is in our processing pipeline:

To request a cancellation, contact us immediately via WhatsApp at +92326 0117159 or email info@custombox.pk. Include your order number and reason for cancellation.

We offer product exchanges as an alternative to refunds in certain situations. Exchanges are subject to stock availability.

• Wrong Size Ordered (Customer Error): If you ordered the wrong size and the product is unused and in original packaging, we may offer an exchange for the correct size. The customer is responsible for return shipping and any price difference.
• Defective Product: Instead of a refund, you may choose a free exchange for the same product. We will cover all shipping costs for defect-related exchanges.
• Wrong Item Sent: We will exchange the incorrect item with the correct one at no additional cost and cover all shipping charges.
• Product Upgrade: If your ordered product is out of stock, we may offer an exchange for a similar or upgraded product. Any price difference will be communicated clearly before proceeding.

Approved refunds are always processed back through the original payment method where possible. Here is a full breakdown:

We aim to resolve all refund and return requests fairly and quickly. If you feel your claim has not been handled satisfactorily, here is how to escalate:

• Step 1 — Re-contact Our Team: Reply to your existing WhatsApp or email thread and clearly state that you are escalating your complaint. Include your order number and a summary of the issue.
• Step 2 — Request a Senior Review: Ask for your case to be reviewed by a senior team member. We will assign a dedicated person to re-examine your claim within 2 business days.
• Step 3 — Formal Written Complaint: If still unresolved, send a formal written complaint to info@custombox.pk with the subject line “Formal Complaint — Order #[your order number]”. We will respond within 5 business days.
• Step 4 — Mutual Resolution: We are committed to reaching a fair resolution. In most cases, disputes are resolved at Step 1 or 2. We value every customer relationship and will always try to find a mutually acceptable solution.

For any refund, return, exchange, or cancellation request, contact our team through any of the following channels. The faster you reach out, the faster we can help.