At Aly Packaging, we are committed to delivering high-quality custom packaging that meets your exact requirements. We take every order seriously and work hard to ensure the finished product matches your approved proof.
This Return and Refund Policy applies to all orders placed with Aly Packaging via our website (alypackaging.co.uk), by email, or by telephone. It should be read alongside our Terms and Conditions.
Because our Products are bespoke, custom-manufactured items, standard consumer return rights that apply to off-the-shelf goods do not apply in the same way. However, we fully honour our obligations where Products are faulty, damaged, or materially incorrect.
The table below provides a quick reference guide. Full details for each scenario are covered in the sections that follow.
Situation | Refund / Return | Replacement |
Manufacturing defect (reported within 7 days) | Yes (partial or full) | Yes |
Wrong product delivered | Yes (full) | Yes |
Matches approved proof | No | No |
Artwork error by customer | No | No (re-order required) |
Cancelled before production | Deposit less admin fee | N/A |
Cancelled after production starts | No | N/A |
Damaged in transit (reported within 48 hrs) | Case by case | Yes |
Colour variation (within tolerance) | No | No |
Quantity short by more than 5% | Pro-rata refund/credit | Yes |
We are unable to accept returns or offer refunds in the following circumstances:
If the delivered Product accurately reflects the digital proof you approved, we are unable to accept a return or issue a refund. It is your responsibility to carefully review and approve all proofs before production begins. By approving a proof, you confirm that all elements are correct, including:
We are not responsible for errors in artwork supplied by the Customer. If a defect in the final product arises from an error in your artwork (including spelling mistakes, incorrect dimensions, low-resolution images, or wrong colour profiles), no refund or replacement will be provided.
We cannot offer refunds because you no longer require the product, your business circumstances have changed, the product is surplus to requirements, or you have found a cheaper alternative supplier.
Minor colour variation between your screen preview or digital proof and the printed Product is an inherent characteristic of the commercial printing process and does not constitute a defect. We accept no liability for colour variations that fall within the industry-standard tolerance of Delta E ≤3.
If exact colour matching is critical to your brand, we recommend requesting Pantone-matched printing (available at additional cost) before placing your order.
An over-run or under-run of up to ±5% of the ordered quantity is standard practice in the print and packaging industry and does not entitle the Customer to a refund or replacement. Invoices will reflect the actual quantity delivered.
Aly Packaging will offer a remedy where the Products are defective or materially incorrect. Qualifying situations include:
If the Products are defective due to a fault in our manufacturing or printing process, we will offer a remedy. Examples of qualifying defects include:
If we deliver a product that does not match your confirmed order (e.g., wrong box style, wrong material, wrong quantity significantly outside the ±5% tolerance), we will offer a full replacement or refund at our discretion.
If Products arrive damaged due to transit handling, please follow the reporting procedure in Section 5 immediately. We will investigate and, where the damage is confirmed as transit-related, arrange a replacement or appropriate credit.
If the quantity delivered is more than 5% below the ordered quantity (beyond the standard tolerance), we will issue a pro-rata refund or credit note for the shortfall, or arrange a top-up delivery at our discretion.
Time limits apply. Please report any issue as soon as possible after delivery.
Defective or incorrect products: Report within 7 calendar days of delivery.Transit damage: Report within 48 hours of delivery. |
To submit a claim, please follow these steps:
Claims submitted without the required information or outside the stated time limits may not be accepted. We reserve the right to request additional evidence before processing a claim.
Upon receiving your claim, our team will review the evidence and compare the delivered product against the approved proof and confirmed order specifications. We aim to respond to all claims within 3 working days.
If your claim is accepted, we will offer one of the following remedies at our discretion:
We will always endeavour to resolve claims fairly and promptly. The remedy offered will be proportionate to the nature and extent of the defect.
We may request that a sample of the defective Products be returned to us for quality inspection before a remedy is confirmed. If so, we will provide a prepaid returns label. Please do not dispose of any defective Products before your claim has been resolved.
If you wish to cancel your order before you have approved the digital proof, please contact us immediately at sales@alypackaging.co.uk. A cancellation fee will apply to cover design, administrative, and set-up costs already incurred. The balance of any deposit paid will be refunded.
Cancellations requested after proof approval but before production begins will incur a cancellation fee covering design and pre-press costs. Please contact us as soon as possible, as the window for cancellation at this stage may be very short.
Once production of your order has begun, cancellation is not possible and no refund will be issued. Custom packaging is manufactured specifically for your order and cannot be resold or repurposed.
Orders cannot be cancelled once goods have been dispatched. Please refer to Sections 3 to 5 if you have a quality concern upon receipt.
The proof approval stage is the most important step in the order process. Once you approve your digital proof, production will begin and the proof is treated as your final sign-off on all design elements.
By approving your proof you confirm: All text, spelling, and punctuation are correct | Dimensions and box style are correct | Artwork, logos, and images are accurate | Colours are acceptable (subject to standard print tolerance) | All specifications match your requirements. |
We strongly recommend printing the proof at actual size, checking it carefully against your product, and having a second person review it before approving. Aly Packaging accepts no responsibility for any errors that were present in the approved proof.
This policy does not affect your statutory rights under UK law. Where you are contracting as a consumer (an individual acting outside the course of business), you retain rights under:
If you are a business customer, this policy and our Terms and Conditions govern your rights, and statutory consumer protections do not apply.
If you have a query about this policy or wish to submit a claim, please get in touch:
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