Refund and Returns Policy
At The Custom Papers, we strive to ensure you are entirely satisfied with your custom packaging purchase. If an issue arises with your order, we accept return and exchange requests for both defective and non-defective products within 20 days of delivery, subject to the conditions outlined below.
1. Regional Eligibility
This Return and Refund Policy applies exclusively to orders shipped to destinations within Canada.
2. Return Guidelines
Return Window
Customers must formally initiate a return request within 20 calendar days from the documented date of delivery. Requests submitted after this 20-day window will not be eligible for review, except where mandated by applicable consumer protection laws.
Product Condition Standards
To qualify for a refund or exchange, returned items must be in brand-new, completely unused condition and stored in their original packaging. The only exceptions are items that arrived structurally defective, misprinted, or damaged prior to delivery. All returns undergo a rigorous quality inspection by our production team before any credit or replacement is approved.
Return Shipping Method
All authorized returns must be sent to us via mail or commercial courier. Customers are responsible for securely packing the items to prevent damage during transit and sending them to the official return address provided by our support team upon approval.
Return Shipping Labels
- Customer Responsibility: The customer is responsible for procuring and paying for the return shipping label for standard returns.
- Company Responsibility: If The Custom Papers determines that the return is due to a structural defect, manufacturing error, or fulfillment mistake on our part, we will provide a pre-paid return shipping label at our discretion.
3. Exchanges and Restocking Fees
Product Exchanges
We accept product exchanges on qualifying orders. If you need to swap your received items for a different specification or size, please contact our support desk within the 20-day eligibility window to submit an exchange evaluation.
Restocking Fees
Depending on the scope, material recovery, and custom nature of the order, a restocking fee may apply to standard returns. If applicable to your specific project, this fee will be clearly communicated to you by our billing department before your return is finalized and will be deducted directly from your final refund amount.
4. Processing and Financial Reimbursements
Refund Processing Time
Once the returned consignment arrives at our facility and successfully passes physical quality inspection, we process refunds within 3 business days. The funds will be issued back to the original payment method used during checkout.
Please Note: Depending on your financial institution or credit card provider, it may take an additional 3 to 5 business days for the credited amount to reflect on your statement.
Non-Returnable Situations
The Custom Papers reserves the right to deny a return, exchange, or refund request if the items:
- Show signs of customer usage, wear, or environmental damage.
- Are missing original parts, units, or structural pieces.
- Are returned outside of the verified 20-day eligible window without prior authorization.
- Consist of fully customized, fault-free production runs approved by the customer via digital proof prior to manufacturing.
5. Managing Damaged, Faulty, or Incorrect Orders
If your consignment arrives damaged during transit, contains a distinct manufacturing defect, or does not match your approved digital proof, please contact us immediately. To expedite a resolution, please provide:
- Your original Order Number.
- A clear explanation of the issue.
- High-resolution photos documenting the damage, defect, or fulfillment error.
Our quality assurance team will promptly review your submission and provide an appropriate resolution, which may include a priority production replacement, an exchange, or a partial/full financial credit.
6. How to Initiate a Return
To request a return or replacement, please contact our dedicated support desk with your order number, details of the item, and the specific reason for your request. Once our team reviews and approves the claim, we will supply you with a Return Merchandise Authorization (RMA) and detailed, step-by-step instructions on how to proceed.
Contact Us
If you have any further questions, policy inquiries, or require immediate assistance with an active order return, please reach out to our team:
- Email: support@thecustompapers.ca
- Phone: +1 206-821-2295
- Address: 503 East Tower, 77 City Centre Dr, Ontario, ON L5B 1M5, Canada