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Refund & Return Policy
At CustomPopcornBoxes.co.uk, we aim to deliver high-quality custom popcorn boxes quickly, safely, and reliably. This Shipping Policy explains how production and delivery work, including timelines, costs, and responsibilities.
1. Custom & Personalised Products
All products sold on CustomPopcornBoxes.co.uk are custom-made and printed to your specifications.
Under the Consumer Contracts Regulations 2013, personalised or custom-made items are non-refundable and non-returnable, unless they are faulty or not as described.
Please ensure all order details, artwork, sizes, quantities, and specifications are correct before approving your order.
2. Faulty or Damaged Items
If your order arrives damaged, defective, or incorrectly printed due to an error on our part, we will offer one of the following at no additional cost:
- A replacement product, or
- A partial or full refund (where appropriate)
To Report an Issue:
- Notify us within 48 hours of receiving your order
- Provide clear photos or videos showing the issue
- Include your order number and a brief description of the problem
Claims submitted after 48 hours may not be eligible for a refund or replacement.
3. Errors in Artwork or Customer-Supplied Content
We are not responsible for issues caused by:
- Spelling, grammar, or design errors in customer-submitted artwork
- Low-resolution images provided by the customer
- Incorrect colours resulting from screen-to-print variations
- Errors approved during the artwork proofing stage
Once artwork is approved, responsibility for the final design rests with the customer.
4. Order Cancellations
- Orders cannot be cancelled once they have entered production.
- If you request cancellation before production begins, we may cancel the order at our discretion.
- Any costs already incurred (design, setup, materials) may be deducted from your refund.
5. Late or Failed Deliveries
While we aim to deliver all orders within the estimated timeframe, delays may occasionally occur due to courier issues, weather conditions, or circumstances beyond our control.
Delivery delays alone do not qualify for refunds unless otherwise agreed in writing.
6. Returns
Due to the custom nature of our products:
- We do not accept returns for change of mind
- Returns are only accepted where products are proven to be faulty or incorrect
Any approved returns must be authorised by our team before sending items back.
7. Refund Processing
- Approved refunds will be issued to the original payment method
- Refunds are processed within 7–10 business days after approval
- Processing times may vary depending on your bank or payment provider
8. Contact Us
If you believe your order qualifies for a refund or replacement, please contact us via CustomPopcornBoxes.co.uk with:
- Your order number
- Description of the issue
- Supporting images or videos
Our team will review your request and respond as quickly as possible.
9. Policy Updates
We reserve the right to update or amend this Refund & Return Policy at any time. Changes will be posted on this page with an updated revision date.
