Refund & Returns Policy – Australia
At A Custom Boxes, we want our Australian customers to have a positive shopping experience. This Refund & Returns Policy explains how we handle return requests, refunds, replacements, damaged products and order concerns for customers purchasing from Australia.
This policy applies to orders placed through our website for delivery to Australia. It should be read alongside your rights under the Australian Consumer Law (ACL).
1. Australian Consumer Law (ACL) – Your Consumer Rights
Customers purchasing eligible products from A Custom Boxes are protected by applicable consumer guarantees under the Australian Consumer Law.
Our products are expected to:
- Match the descriptions, specifications and agreed designs provided at the time of purchase.
- Meet applicable quality standards.
- Be suitable for their disclosed and agreed purpose.
- Match approved artwork, printing specifications and order details.
If a product does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or another appropriate remedy depending on the nature and seriousness of the issue.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under Australian Consumer Law.
2. Eligibility for Returns
We manufacture custom and personalised packaging products according to customer requirements. Return eligibility depends on the product type and reason for the return.
Change-of-Mind Returns
For eligible non-customised products, we offer a voluntary return period of 30 days from the date of delivery.
To qualify for a change-of-mind return:
- The product must be unused and in its original condition.
- The product should be returned in its original packaging where reasonably possible.
- You must contact our customer service team within 30 days of receiving your order.
- The return must be approved by our team before the product is sent back.
Change-of-mind returns do not automatically apply to custom-made or personalised packaging.
Custom and Personalised Packaging
Custom packaging is manufactured according to individual customer requirements, including selected dimensions, materials, colours, printing and artwork.
We generally cannot accept change-of-mind returns for correctly manufactured custom or personalised products.
However, this does not affect your rights under Australian Consumer Law if a product is faulty, defective, incorrectly manufactured or otherwise fails to meet an applicable consumer guarantee.
3. How to Request a Return
To request a return, replacement or refund, please contact our customer support team:
Email: sales@acustomboxes.com
Please include the following information:
- Your order number.
- Your full name and contact details.
- The product name and quantity.
- A clear description of the issue.
- Relevant photographs or supporting information, if applicable.
Our team will review your request and provide the appropriate next steps, including return instructions and an authorised return address where necessary.
Please do not send products to an address without receiving return instructions from our team.
4. Return Shipping Costs
Return shipping costs depend on the reason for the return.
Change-of-Mind Returns
For eligible voluntary change-of-mind returns, customers are responsible for the return shipping costs.
We recommend using a tracked postal or courier service so that the returned products can be monitored during transit.
Faulty, Damaged or Incorrect Products
If a product is confirmed to have a problem covered by an applicable consumer guarantee, we will arrange the appropriate remedy.
Where applicable, we will cover reasonable return shipping costs or arrange suitable collection for products that cannot reasonably be returned by ordinary post.
Customers should retain their return postage receipts when requesting reimbursement.
5. Refund Policy
Refund requests are assessed according to the reason for the return and applicable consumer rights.
Approved Voluntary Returns
Once an eligible returned product has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed to the original payment method within 5–10 business days of approval.
Your bank or payment provider may require additional time to display the refund in your account.
Refunds Under Australian Consumer Law
If a product has a major failure under an applicable consumer guarantee, you may be entitled to choose a refund or replacement.
For minor failures, the appropriate remedy will be determined in accordance with Australian Consumer Law.
Any applicable refund will include the amounts required by law.
Original shipping charges will be handled according to the reason for the refund and applicable consumer rights.
6. Damaged, Defective or Incorrect Orders
We take care to manufacture and inspect packaging orders before dispatch.
If your order arrives damaged, defective or different from the approved specifications, please contact us as soon as reasonably possible.
To help us investigate, please provide:
- Your order number.
- Clear photographs of the affected packaging.
- Photographs of the outer shipping carton, if damaged.
- A description of the issue.
- Relevant approved artwork or order specifications, where applicable.
Please notify us within 48 hours of delivery where possible to help us investigate shipping or manufacturing issues promptly.
However, this requested notification period does not limit any rights you may have under Australian Consumer Law.
Depending on the issue and applicable consumer guarantees, we may offer a replacement, repair, refund or another appropriate solution.
You will not be charged for an appropriate remedy where the problem is covered by an applicable consumer guarantee.
7. Order Cancellations and Custom Orders
Our custom packaging products may enter production after artwork approval and order confirmation.
If you wish to cancel or change an order, please contact us as soon as possible.
Cancellation or modification may depend on the production stage:
- Before production begins: We will review whether the requested cancellation or modification can be accommodated.
- During production: Changes may be limited because materials and manufacturing resources may already have been committed.
- After production or dispatch: Cancellation may no longer be possible for correctly manufactured custom products.
Any cancellation charges or applicable refund amounts will be communicated clearly.
These conditions do not override any rights or remedies available under Australian Consumer Law.
8. Exchanges and Replacements
If you receive an incorrect or defective product, please contact our support team.
Depending on the circumstances, we may arrange:
- A replacement product.
- Correction of the manufacturing issue.
- A suitable alternative remedy.
- A refund where required or applicable.
Voluntary exchanges for correctly manufactured products are subject to approval and product availability.
9. Non-Returnable Products
The following products are generally not eligible for voluntary change-of-mind returns:
- Custom printed packaging.
- Personalised packaging manufactured to individual specifications.
- Products manufactured using customer-approved artwork.
- Products made to custom dimensions, materials or design requirements.
This section does not exclude returns, refunds or other remedies for products that fail to meet applicable consumer guarantees.
10. Contact Our Support Team
If you have questions about returns, refunds, damaged packaging or replacements for an Australian order, please contact us.
Business: A Custom Boxes
Email: sales@acustomboxes.com
Website: https://acustomboxes.com/
Please include your order number in your email so our team can assist you efficiently.
11. Policy Updates
A Custom Boxes may update this Refund & Returns Policy when necessary to reflect changes in our business operations, customer service procedures or applicable legal requirements.