Our promise
We want you to be completely happy with your custom packaging. If something isn’t right, we will fix it. This page explains exactly what we will do, and the rights you have under UK consumer law.
1. Bespoke / custom-printed orders
Almost everything we make is printed to your specification — your dimensions, your artwork, your finish. Under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day right to cancel does not apply to goods that are made to your personal specification.
That said, we will always replace, reprint, or refund an order if:
- It does not match the digital proof you approved
- It arrives damaged, defective, or incomplete
- It does not match the specification you ordered (size, material, finish, quantity)
2. Reporting a problem
Please tell us within 14 days of delivery. Email [help@custompackagingboxes.co.uk] or call 07400758560 with:
- Your order number
- A short description of the problem
- Clear photos of the goods and packaging (we cannot process a claim without these for damage / defect issues)
We aim to acknowledge every report within one working day and resolve it within 5 working days.
3. What we will do
Once we confirm the issue is on our side we will, at your choice:
- Reprint and re-deliver the affected portion of your order at no extra cost, OR
- Issue a full or partial refund to your original payment method within 14 days
If we ask you to return any goods (we usually don’t — photos are normally enough), we will arrange and pay for the collection.
4. Stock items (non-customised products)
For any item that is not custom-made for you, you have the standard 14-day right to cancel from the date of delivery without giving a reason. Items must be returned unused, in their original packaging, within 14 days of telling us you wish to cancel. Return shipping for unwanted (not faulty) items is at your expense unless agreed otherwise.
5. What you cannot return
- Custom-printed boxes that match the approved proof and ordered specification
- Items damaged through misuse after delivery
- Approved proofs after production has begun
6. How refunds are paid
Refunds go back to the original payment method within 14 days of us approving the claim. Card refunds may take an additional 2-5 working days to appear in your account, depending on your bank.
7. Your statutory rights
Nothing in this policy affects your rights under the Consumer Rights Act 2015. If goods are not of satisfactory quality, fit for purpose, or as described, you may be entitled to a repair, replacement, or refund regardless of the terms above.
8. Contact us
Custom Packaging Boxes – SP Press Ltd trading as CustomPackagingBoxes.co.uk
124-128 City Road, London, United Kingdom, EC1V 2NX
Email: help@custompackagingboxes.co.uk
Phone:07400758560
Hours: Monday-Friday, 9am-5pm UK time
Last updated: [06/05/2026]