Return and Refund Policy

NP Packaging

Effective date: 06/12/2025

At NP Packaging we work hard to make sure every order arrives in good condition. Because we produce and pack to order, all sales are final and we do not accept returns for change of mind, order errors or over-ordering.

However, if your order arrives badly damaged or there is a clear issue caused by us or the courier, we will put it right. Please read the policy below carefully.

1. No change-of-mind returns

We do not offer returns, exchanges or refunds in the following cases:

  • You change your mind after receiving the products
  • You ordered the wrong size, quantity or specification
  • You no longer need the products
  • You decide the products are not suitable but they are not damaged or faulty

All customers are responsible for checking product details, sizes and quantities before confirming an order.

2. Damaged or faulty items

If your order arrives badly damaged or clearly faulty, contact us as soon as possible so we can review and resolve it.

To qualify for a replacement or refund:

  1. Report the issue within [24/48] hours of delivery
  2. Do not discard the packaging until we confirm next steps
  3. Provide:
    • Your order number
    • Clear photos of the damage to the products
    • Clear photos of the outer packaging and shipping label
    • A brief description of the problem

Email: support@nppackaging.com
Subject line: Damaged Order – [Your Order Number]

Once we receive your information, we will review it and may offer one of the following:

  • A replacement of the damaged items
  • A store credit for the value of the damaged items
  • A refund if a replacement is not possible

We reserve the right to decline a claim if:

  • The damage appears to have occurred after delivery
  • The products show signs of use or mishandling
  • The issue is reported outside the stated time frame

3. Wrong or missing items

If we send the wrong item or your order is missing items:

  1. Contact us within [24/48] hours of delivery
  2. Provide:
    • Your order number
    • Photos of what you received
    • Details of what is missing or incorrect

If we confirm an error on our side, we will:

  • Send the correct or missing items at no extra cost, or
  • Offer a store credit or refund for the affected items if we cannot resend them

4. Custom and bulk orders

Most NP Packaging orders are custom or made to order. For this reason:

  • Custom printed, branded or personalised items are non-refundable
  • Bulk orders are non-refundable unless there is clear manufacturing fault or significant damage on arrival

In the case of damaged or faulty custom/bulk orders, we will follow the same process as in Section 2.

5. Delivery issues

If your parcel is delayed, held or returned by the courier due to an incorrect address or missed deliveries, we are not responsible for:

  • Incorrect or incomplete delivery details entered at checkout
  • Missed delivery attempts where the courier has made reasonable effort

If the parcel is returned to us, we may charge an additional shipping fee to resend it.

If a parcel is lost in transit, we will open an investigation with the courier. Depending on the outcome, we may:

  • Resend the order, or
  • Provide a store credit or refund for the lost items

6. How to contact us

For any questions about this policy or to report a damaged or incorrect order, please contact us:

Please include your order number in all messages so we can assist you quickly.

7. Changes to this policy

We may update this Return and Refund Policy from time to time. Any changes will apply to orders placed after the updated date is posted on this page.

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