Design. Print. Deliver. Your Vision, Our Expertise.
Return & Refund Policy
Last Updated: June 29, 2026
This Return & Refund Policy applies to all orders placed with The Nova Pack. Please read this policy carefully before placing your order.
1. Product Categories
Our products fall into two categories, each with different return and refund conditions.
A. Stock Blank Packaging (Non-Custom Products)
Returns for stock blank packaging must be requested within 14 days of delivery.
To be eligible for a return, the following conditions must be met:
- The items must be unused, unopened, and in their original packaging.
- The products must be in resalable condition without damage caused by improper handling or storage after delivery.
- You must contact us first to obtain a Return Authorization (RA) before sending any products back.
Please email us with:
- Your order number
- Photos of the products
- Reason for the return
Returns sent without prior authorization may be refused.
Customers are responsible for return shipping costs, customs duties, taxes, and any related fees.
After we receive and inspect the returned products, approved refunds will be issued to the original payment method. Original outbound shipping charges are non-refundable unless the return is due to our error.
B. Custom Printed Packaging
Custom printed or personalized packaging (including custom logos, artwork, sizes, colors, or specifications) is manufactured specifically for each customer and cannot normally be returned or refunded.
Refunds or replacements are available only if:
- The printed product differs materially from the approved artwork due to our error;
- There are significant manufacturing defects, such as structural failure, major printing defects, or material defects;
- We shipped products that do not match your confirmed order specifications.
How to Request a Refund or Replacement
Please contact us within 7 calendar days after receiving your shipment.
Your request should include:
- Order number
- Clear photos or videos showing the issue
- A description of the problem
We will review your claim within 2 business days.
If the issue is confirmed to be our responsibility, we will determine the most appropriate solution, which may include:
- Free replacement production
- Partial refund
- Full refund (where appropriate)
Unless requested by us, defective custom products generally do not need to be returned.
For confirmed manufacturing or printing errors caused by us, we will cover the cost of replacement production and the shipping cost for the replacement shipment.
2. Non-Refundable Situations
Refunds or returns will not be accepted in the following situations:
- You approved the final artwork or proof before production and later changed your mind.
- Minor color variations, material textures, or printing differences that fall within commercially acceptable printing tolerances.
- Damage caused after delivery due to improper storage, handling, modification, or misuse.
- Cancellation of custom orders after production has begun.
- Delays or losses resulting from customs clearance, transportation carriers, destination country regulations, or other circumstances beyond our reasonable control.
3. Order Cancellation
Stock product orders may be cancelled before shipment.
Custom printed orders may only be cancelled before production begins.
Once production has started, custom orders cannot be cancelled because materials and manufacturing resources have already been committed.
4. Inspection Upon Delivery
Customers are encouraged to inspect all products immediately upon delivery.
Any visible defects, shortages, or shipping damage should be reported to us within 7 calendar days after delivery.
Failure to notify us within this period may affect your eligibility for a refund or replacement.
5. Refund Processing
Once a refund request has been approved, refunds will be issued to the original payment method.
Depending on your payment provider or bank, it may take approximately 5–10 business days for the refund to appear in your account.
6. Force Majeure
The Nova Pack shall not be liable for delays, losses, or failure to perform its obligations resulting from events beyond our reasonable control, including but not limited to natural disasters, war, government actions, strikes, pandemics, transportation interruptions, customs inspections, or other force majeure events.
7. Contact Us
For any return or refund requests, please contact us before returning any products.
The Nova Pack
Email: evelyn@thenovapack.com
Please include:
- Order Number
- Photos or videos of the issue
- A detailed description of your request