Returns Refunds and Quality Claims Policy

Effective upon publication on this website

Custom products and cancellations

This policy covers custom labels, shrink sleeves and flexible packaging for businesses and, where applicable, consumers. We generally decline change-of-mind returns of conforming custom goods where permitted by law. A personalised-goods exception to statutory cancellation rights applies only if its legal conditions are met. Remedies for defects, incorrect goods, shortages and deviations from agreed specifications remain available under the order and applicable law.

Send change or cancellation requests in writing as soon as possible. We assess the production stage, approved work, committed materials and tooling, and unavoidable order costs. We explain any proposed itemised deductions and remaining refund for agreement, subject to applicable law. We assess the actual order costs before deciding how much of a deposit to refund. If we cancel for a reason attributable to us and cannot supply the agreed goods, we handle repayment and any other remedy under the order and applicable law.

Reporting and assessment

Email office@sticopack.com within 30 calendar days of delivery for visible defects, incorrect goods or shortages. Report hidden defects promptly after discovery, within any applicable warranty or legal time limit. These reporting arrangements do not shorten a mandatory legal period, remedy or agreed warranty.

Include the order number, batch or product reference, affected quantity, description, and any available photos, videos or approved proofs. For a performance issue, describe the container or surface, storage, application and use conditions. Keep representative unused samples and original packaging where practicable while we agree how to investigate. We may ask for reasonable additional evidence. Please wait for instructions before sending or disposing of goods.

We compare the goods with the agreed specifications, artwork, physical and colour references, tolerances and test conditions. A discrepancy in artwork supplied and approved by you is generally outside our manufacturing responsibility unless we contributed to it. Screen colour differences are assessed against the agreed reference and evidence. Approval does not waive claims for defects or deviations we introduce.

Remedies returns and refunds

For a verified issue attributable to us, we discuss an appropriate remedy, which may include reprinting or replacing affected goods, a proportionate price reduction, or a partial or full refund. Any mandatory remedy or legally protected choice takes precedence. We will not substitute store credit for a refund that is due without your agreement.

If we require a return because of a confirmed issue attributable to us, we provide instructions and cover reasonable return shipping costs. For other approved returns, we agree any costs before authorising the return. Use only the return address confirmed for the case.

We initiate an approved refund within 10 business days once the agreed refund conditions are met, or sooner when required by law. We confirm the amount and any lawful itemised deductions. We use the original payment method where practicable and lawful, or another agreed method. Your bank or payment provider may need additional time to credit the funds.

Warranties and transit issues

Any express warranty period, starting point and application or storage requirements are set out in the order. Additional technical or after-sales services follow the agreed scope and duration. These terms preserve express warranties and mandatory remedies. For transit loss or damage, contact us promptly and retain the available evidence. We assess the issue under the agreed delivery terms and our Shipping and Delivery Policy.