Last updated: October 19, 2026
Every order from Buy Custom Paper (buycustompaper.com) is made to order: custom printed boxes, bags, wrapping paper, tissue paper, sleeves, inserts and other packaging produced to your size, artwork and quantity. Because of that, our refund and returns policy works differently from a store that sells ready-made stock. This page explains what happens before production, after production starts, and if something arrives wrong or damaged.
Before Production: Quotes and Proofs
- You can change or cancel your order at no cost until you approve your digital proof.
- If you cancel after paying but before approving the proof, we will refund your payment [TO CONFIRM: in full, or minus any design, artwork or sampling fees already carried out].
- Please check every proof carefully (spelling, colours, size, artwork position and quantity). Your approval confirms that the proof is correct, and production is based on it.
After Proof Approval and Production Start
Once you approve the proof, materials are ordered and production begins. From that point the order is made only for you and cannot be resold, so:
- Orders cannot be cancelled, changed or refunded once production has started.
- Custom printed items cannot be returned because you changed your mind, ordered the wrong size or quantity, or found an error that was visible on the approved proof.
- Small variations in colour, cut size and quantity are normal in printing and are not treated as defects. See our Terms & Conditions for the tolerances that apply.
Defective, Wrong or Damaged Orders
If we make a mistake, we will put it right. You are covered when:
- The goods are defective: for example misprints, wrong colours compared with the approved proof, poor print quality, incorrect cutting or folding, or faulty materials.
- You received the wrong item: a different product, size, material, print or quantity than the one on your approved proof and order confirmation.
- The order was damaged in shipping: crushed, wet or torn cartons, or goods damaged in transit.
How to report a problem
- Inspect your delivery as soon as it arrives. For shipping damage, note it on the carrier’s delivery receipt if you can, and keep all cartons and packing material.
- Email Info@buycustompaper.com within [TO CONFIRM: number of days] of delivery with your order number, a short description of the problem and clear photos of the affected items, the printed labels and the outer cartons.
- Please do not throw away or send back any goods until we reply. We may ask for samples so we can check them with our production team.
What we will do
Once we have reviewed your report and confirmed the problem, we will, at our choice and at no cost to you, reprint or replace the affected items, or refund the value of the affected items. If only part of an order is affected, the remedy covers that part only. Where we need goods returned, we will arrange and pay for the return shipping.
Refunds
- Approved refunds are paid to your original payment method.
- Refunds are processed within [TO CONFIRM: number of business days] of approval. Your bank or card provider may take extra time to show the credit.
- [TO CONFIRM: whether original shipping charges are refunded when an order is refunded because of our error.]
Samples and Non-Custom Items
[TO CONFIRM: whether plain or stock items and paid samples can be returned, and under which conditions. Delete this section if not applicable.]
Need Help?
For any question about an order, a proof, a cancellation or a refund, email Info@buycustompaper.com and include your order number. We aim to reply within [TO CONFIRM: response time].