Our Commitment to Customer Satisfaction
At LuLu Packaging, we provide custom packaging solutions designed according to each customer's approved specifications, artwork, size, material, quantity, and finishing requirements.
Because our products are custom-made and produced specifically for each order, our return and refund policy is designed to be clear, fair, and transparent. Please read this policy carefully before placing an order.
By placing an order with LuLu Packaging, you agree to the terms outlined below.
Custom Orders and Final Sales
All custom packaging orders are considered final once the customer approves the artwork, proof, invoice, and production details.
Because custom packaging cannot be restocked, resold, or reused for another customer, LuLu Packaging does not accept returns or issue refunds for approved custom orders unless there is a verified production error caused by our team.
This includes custom boxes, printed packaging, mailer boxes, rigid boxes, display boxes, labels, inserts, bags, and any other customized packaging products.
Order Cancellation
Customers may request order cancellation by contacting LuLu Packaging as soon as possible. Cancellation eligibility depends on the stage of the order.
Before Artwork or Design Work Begins
If your order has been placed but no design, proofing, material sourcing, setup, or production work has started, your cancellation request may be accepted.
Processing, transaction, or administrative fees may still apply.
During Design or Proofing
If design work, artwork adjustment, proof creation, die-line setup, or pre-production preparation has started, a cancellation fee may apply.
Design, setup, artwork, proofing, and administrative charges are non-refundable once work has started.
After Final Proof Approval
Once the final proof or artwork is approved, the order moves toward production. At this stage, cancellation may not be possible.
If cancellation is still possible, LuLu Packaging may deduct charges for completed work, material arrangements, plate/setup costs, design labor, and production preparation.
After Production Starts
Once production has started, the order cannot be canceled, refunded, or changed.
Custom packaging is manufactured specifically for your brand and order requirements, so production costs become non-refundable at this stage.
After Shipment
Once an order has been shipped, it cannot be canceled. Any delivery issue will be handled according to the damaged, defective, missing, or shipping claim sections of this policy.
Damaged, Defective, or Missing Items
If your order arrives damaged, defective, incomplete, or different from the approved specifications, you must contact LuLu Packaging within 3 business days of delivery.
To review your claim, we may request:
- Order number
- Clear photos of the damaged or defective items
- Photos of the shipping box and packaging
- Photos of the shipping label
- Quantity of affected items
- A clear explanation of the issue
LuLu Packaging will review the claim and determine whether the issue qualifies for a replacement, reprint, partial credit, or another reasonable solution.
Claims submitted after 3 business days may not be accepted.
Damaged Packages During Shipping
Customers should inspect all packages at the time of delivery. If the package appears damaged, crushed, opened, wet, or missing items, please take clear photos before opening the package.
If possible, report visible damage to the delivery carrier at the time of delivery.
LuLu Packaging may assist with shipping carrier claims, but we are not responsible for delays, mishandling, loss, or damage caused by third-party shipping carriers after the order leaves our facility.
Incorrect or Incomplete Shipping Information
Customers are responsible for providing accurate shipping information at the time of order placement.
LuLu Packaging is not responsible for lost packages, failed deliveries, delays, returned shipments, or extra shipping costs caused by incorrect, incomplete, or outdated shipping details provided by the customer.
If an order is returned due to incorrect shipping information, the customer may be responsible for re-shipping fees.
Reprints and Replacements
If LuLu Packaging confirms that a production error occurred on our side, we may offer a reprint or replacement for the affected portion of the order.
A reprint or replacement may be approved for issues such as:
- Wrong product size produced by our team
- Incorrect approved artwork printed by our team
- Major cutting, folding, or assembly error
- Missing quantity confirmed after review
- Wrong material or finishing used compared to the approved order
- Major printing defect outside normal production tolerance
Reprints are subject to internal review and approval. LuLu Packaging reserves the right to determine the most appropriate resolution based on the nature of the issue.
Non-Refundable Charges
Certain charges are non-refundable once work has started or services have been provided.
Non-refundable charges may include:
- Design service fees
- Artwork adjustment fees
- Proofing fees
- Setup charges
- Plate or die charges
- Rush production fees
- Rush shipping fees
- Transaction or processing fees
- Custom material sourcing fees
- Shipping and handling charges
- Taxes, duties, or import fees where applicable
These charges are not refundable even if the order is canceled, delayed, returned, or disputed.
Printing Standards and Final Approval
Customers are responsible for reviewing and approving all artwork, proofs, and order details before production begins.
Before approving your proof, please carefully check:
- Spelling and grammar
- Product name and text
- Logo placement
- Colors and design layout
- Box size and dimensions
- Quantity
- Material and coating
- Finishing options
- Barcode, QR code, or label details
- Folding, cutting, and dieline placement
Once the final proof is approved, LuLu Packaging is not responsible for customer-approved mistakes.
This includes spelling errors, grammar mistakes, wrong images, incorrect colors selected by the customer, wrong size approval, missing details, or layout issues already approved before production.
Color Variation
LuLu Packaging makes reasonable efforts to match the approved artwork and color expectations. However, exact color matching is not guaranteed.
Colors may appear different due to:
- Screen brightness and display settings
- Printing method
- Paper or material type
- Coating or lamination
- Ink absorption
- Lighting conditions
- Production batch differences
Minor color variation is common in custom printing and does not qualify as a defect.
If exact color matching is required, customers should request a physical sample or hard copy proof before full production. Additional charges may apply.
Size, Material, and Production Tolerance
Custom packaging may have slight variations in size, color, material thickness, folding, cutting, or finishing due to normal manufacturing processes.
Small production tolerances are considered acceptable in custom packaging and do not qualify for refunds, returns, or reprints unless the variation is major and confirmed as a production error by LuLu Packaging.
Shipping Delays
Production and delivery timelines are estimates unless specifically confirmed in writing.
Delays may occur due to artwork approval, payment delay, material availability, production workload, carrier delays, customs clearance, holidays, weather conditions, or other circumstances beyond our control.
If shipment is delayed beyond the promised timeline, LuLu Packaging may contact the customer with an updated delivery estimate. Where required by applicable law, customers may be given the option to accept the delay or cancel the unshipped order for a refund.
Refund Processing
If a refund is approved, it will be processed using the original payment method whenever possible.
Refund processing time may vary depending on the payment provider, bank, or card issuer. LuLu Packaging is not responsible for delays caused by third-party financial institutions.
Approved refunds may exclude non-refundable charges, including design fees, setup fees, transaction fees, shipping charges, rush fees, and other completed service costs.
Returns Without Authorization
Customers must not return any product without written authorization from LuLu Packaging.
Unauthorized returns may be refused, discarded, or returned to the customer at the customer's expense.
If a return is approved, LuLu Packaging will provide return instructions. Products must be returned in the condition requested and within the approved return window.
Chargebacks and Payment Disputes
If you have an issue with your order, please contact LuLu Packaging first so our team can review and resolve the matter.
Filing a chargeback without first contacting us may delay resolution. LuLu Packaging reserves the right to provide order records, approved proofs, production details, delivery confirmation, and communication history to payment processors or banks in response to chargeback claims.
Contact Us
If you have questions about this Return & Refund Policy or need to report an issue with your order, please contact our customer support team.
LuLu Packaging
Website: lulupackaging.com
Email: sales@lulupackaging.com
Phone: +1 (862) 369-2106
Please include your order number, contact details, and a clear description of the issue when contacting us.