Refund policy

1. The basic rule

PAKET packaging is printed from individual artwork and manufactured specifically for your order. It carries your name and your design: such a run cannot be sold to another buyer, and it cannot be returned to stock. A run of proper quality therefore cannot be returned or exchanged.

That does not take away your right to get your money back if we did the job badly. Below is exactly when we refund and how to tell us.

2. Before the run goes to print

Until production starts, an order can be cancelled and payment is refunded in full. Production starts when the order moves to the “In production” status; you can see it in your account and we notify you by email.

Once production has started the order cannot be cancelled: materials have been bought, printing plates made and die-cutting set up for your artwork.

Production files are provided free of charge, so there is nothing to refund for them.

3. When we refund

We refund payment — in full or for the defective part of the run — in the following cases:

• —Manufacturing defects: missing or smudged print, misregistration, delamination of the board, faults in die-cutting, creasing or gluing.
• —Deviation from the approved artwork: the name set differently, the wrong brand colour, the wrong size, material or set composition.
• —Shortfall: fewer units delivered than were paid for.
• —Damage in transit, where the shipment arrived in damaged transport packaging and this was recorded on receipt.
• —A deadline missed through our fault: the run was not dispatched within the agreed time and the new date does not work for you.
• —We are unable to fulfil the order for any reason.

4. What is not a defect

Printing is a physical process, and some difference from the picture on screen is built into it. The following are not grounds for a refund:

• —A difference between the printed colour and how the artwork looked on screen. A monitor emits light, ink does not; colour is fixed by the CMYK values and the nearest Pantone in the specification, not by your display.
• —Slight variation in shade between batches and between materials: kraft, tissue and coated board take the same ink differently.
• —The natural texture, unevenness and shade of unbleached materials — kraft paper and tissue.
• —Errors that were present in the artwork at the moment it was approved: typos, wrong dimensions, colours that were never agreed.
• —A change of mind after approval: wanting a different colour, a different size or a different set composition.

If colour is critical, order a sample before the run — the decision is then made against the sample. Sample terms and lead time are in the Shipping Terms.

5. How to report a problem

Inspect the run when it arrives. If something is wrong, write to hello@paket.studio within 14 calendar days of delivery.

In your message give the order number, what exactly is wrong and how many units are affected, and attach photographs: the batch as a whole, the defect close up and, if the transport packaging is damaged, that too.

Do not throw away the defective items or the transport packaging until we close the case: they may be needed for a claim against the printer or the carrier.

6. What happens next

We first offer to put it right: to reprint the defective part of the run, or produce it again, at our expense. This is usually faster than a refund, and it leaves you with the packaging you needed in the first place.

If a reprint does not work for you, or the date the packaging was needed for has already passed, we refund the money — for the defective part of the run or for the whole order, depending on the scale of the defect.

You do not need to send the defective run back to us unless we ask for it separately and pay the shipping.

7. Review time and method of refund

We review a claim within 10 working days of receiving the description and the photographs, and give you our decision by email.

An approved refund is made by the same method the payment was made: to the same bank card or the same bank account. How quickly the money lands depends on the issuing bank.

8. Refund contacts

For refunds and quality issues write to hello@paket.studio. Legal and accounting enquiries: buhamamcapital@gmail.com, phone +375 29 608-70-56.