At EcoFriendly Packaging , we aim to provide high-quality packaging products and clear information to help customers make the right purchasing decisions. This policy outlines how returns and refunds are handled in accordance with Australian Consumer Law (ACL).
Returns – In-Stock Products
We offer 30-day returns on standard in-stock items provided the following conditions are met:
The item must be unused and in original condition.
All products must be returned with original outer packaging intact.
Cartons must remain unopened and in resalable condition.
A return request must be submitted within 30 days of delivery.
Once the returned item is received and inspected, a refund will be issued to the original payment method.
For operational efficiency, we do not offer exchanges. If you require a different product, please place a new order.
Return shipping costs are the responsibility of the customer, unless the item received is faulty or incorrect.
Custom-Made & Printed Products
Products that are custom manufactured, printed, branded, or produced according to customer specifications are non-returnable and non-refundable.
These products are produced specifically for your business and cannot be resold to other customers.
Customers may request samples, design proofs, or product confirmations before production begins. Once approved and manufactured, all custom orders are considered final.
Non-Returnable Situations
Returns will not be accepted in the following circumstances:
Incorrect Item Selection – If the product is unsuitable due to incorrect sizing or specifications (for example packaging being too large or too small). We recommend reviewing sizing guides or requesting samples before purchase.
Opened or Partially Used Cartons – Bulk packaging orders cannot be returned once cartons have been opened or products have been used.
Price Differences – Refunds or exchanges will not be provided if the same product is later found at a lower price from another supplier.
Pre-Existing Faults – If the product was purchased with a known fault or imperfection (such as clearance or sample stock with minor blemishes).
Customer Damage or Misuse – If goods are damaged due to incorrect handling, storage, or assembly after delivery.
Faulty or Incorrect Products
If you receive a product that is faulty, damaged, or incorrect, please contact our customer service team within 48 hours of delivery and provide:
Your order number
Photos of the product and packaging
We will review the issue and provide an appropriate resolution in accordance with Australian Consumer Law, which may include a replacement, refund, or store credit.
Custom Packaging Artwork & Print Approval Policy
For custom printed or branded packaging, customers will receive an artwork proof or design confirmation before production begins.
Artwork Approval
The artwork proof will outline details such as:
Logo placement
Text and spelling
Colours and branding elements
Product size and layout
It is the customer’s responsibility to carefully review and approve the artwork proof before production begins.
Production will only commence after written approval has been received.
Customer Responsibility
Once artwork has been approved:
The order is considered final and authorised for production.
We cannot accept returns, refunds, or reprints for errors that were present in the approved proof.
Any changes requested after approval may incur additional design or production costs.
Colour & Print Variations
Minor variations in colour or print appearance may occur due to:
Printing processes
Material differences (kraft, white, or recycled board)
Screen-to-print colour differences
These variations are normal in commercial printing and do not qualify as faults.
Packaging Suitability & Product Fit Disclaimer
Customers are responsible for ensuring that the packaging products ordered are suitable for their intended use and product dimensions.
While we provide product descriptions, sizing guides, and customer support, we cannot guarantee suitability for every specific product application.
Returns or refunds will not be accepted if packaging does not fit the customer’s product due to incorrect size selection.
We strongly recommend that customers:
Review product dimensions carefully
Request samples where available
Contact our team for sizing guidance before placing large orders
Need Help Before Ordering?
If you are unsure about box sizing, packaging suitability, or quantities, we encourage you to contact our team before placing your order.
Our customer support team will be happy to assist you in selecting the right packaging solution for your needs.
