How custom packaging is different
Every bag we produce is made specifically for your brand: your artwork, your colors, your dimensions, your structure. That means we don't have a generic restocking option — once your bags are printed, they have no resale value to anyone else.
This shapes the policy below. We do not issue refunds based on aesthetic preference (you decided you wanted a different shade of blue, or a different layout, or your shareholder didn't like the color). Those decisions need to happen during the digital proof stage, not after production.
What we do cover, in detail, are confirmed defects in print quality, freight damage, and quantity errors on our side.
Reprints for confirmed print defects
If your delivered bags have a print defect that exceeds our quality tolerance (color outside ΔE < 2 vs. the approved proof, smudges, missing color separations, registration errors, dimensional errors beyond industry-standard tolerances), we will reprint the affected quantity at no cost to you.
Conditions for free reprint
- The defect must be reported in writing to hello@artprint.co within 48 hours of delivery.
- The report must include clear photographs of the defect, with reference to the approved digital proof.
- The bags must conform to the original printed quantity (we cannot reprint bags that have been used, modified, or filled with product).
- The defect must not be the result of an error in the artwork you approved at the proof stage (see below).
Approved proof = your responsibility. If you approve a digital proof and the production matches that proof exactly, but you later realize the proof itself contained an error (typo, wrong logo version, wrong Pantone), the order is not eligible for free reprint. We will reprint at cost (50% off the standard price), and the lead time resets.
Damage in transit
If your shipment arrives with damage to the pallet or boxes, see our Shipping policy for the 48-hour reporting procedure. Confirmed freight damage is covered by reprint at no cost.
Quantity discrepancies
We over-run orders by 2–3% to ensure you receive at least the quantity ordered. If the delivered quantity is short of the order, we ship the missing units within 14 days at no cost — including expedited freight if you need them sooner.
Over-runs are yours to keep at no extra charge. We do not invoice for them.
Cancellation refunds
- Before artwork approval: 100% refund of any deposit paid.
- After artwork approval, before production starts: deposit minus pre-press costs incurred (typically $80–$150 depending on artwork complexity).
- After production starts: not refundable. The order will be completed and invoiced in full.
What we do not refund
- Aesthetic preference changes after the proof was approved.
- Errors in artwork you approved at the proof stage.
- Color variations within industry-standard tolerance (ΔE < 2).
- Slight dimensional variations within ±2mm.
- Differences between digital screen colors and printed CMYK output (this is why we send a physical proof on request for $45 — strongly recommended for color-critical brands).
- Defects reported more than 48 hours after delivery.
How to file a claim
- Email hello@artprint.co within 48 hours of delivery.
- Include your order reference (e.g.,
ARTP-XXXXX) and the affected quantity.
- Attach photographs of the defect, including a comparison shot to the approved digital proof if possible.
- We respond the same day. If the claim is approved, the reprint enters production immediately and ships in 12–14 days.
Questions
Email hello@artprint.co or use any of the channels listed on our contact page. For the legal framework around all of this, see our Terms & conditions.