Returns for Purchases made from ORIEL PACKAGING

Given the customized nature of the job, errors can occur at any point in the process. We encourage customers to thoroughly check the digital proof along with the specification sheet before giving a formal approval for production. However, if you encounter any issue with your ordered product, please promptly contact our customer service team. They will guide you on the available options.

In compliance with consumer law, ORIEL PACKAGING does not accept exchanges or refunds in the following situations:

• Change of mind (e.g., no longer needing the boxes or ordering an excess quantity).
• Customer approval of the final mockup constitutes acceptance of all artwork, specifications, materials, and layout. Post-production claims stating “this is not what I meant” cannot be used as grounds for a refund or reprint.
• Incorrect item ordered (e.g., packaging size doesn’t match your needs).
• Discovering cheaper alternatives elsewhere.
• Being aware of faults before the purchase (e.g., due to sample stock).
• Misuse of goods resulting in damage (e.g., incorrect folding).
• Delays caused by courier services.

What if the product is faulty or incorrectly delivered?

Due to the custom-made nature of our products, refunds are not offered once production has begun. However, if an issue is determined to be the result of an error on our part, we will provide a free reprint of the affected order.

While we take great care to ensure the quality of our products, if you find any of our items to be faulty, not according to your requirements and what was approved before production, or are defective, it must be reported within 2 days of receiving the order.

Oriel Packaging may request additional information or photographs via email to assess your situation and expedite resolution. All online purchases claimed as faulty will be required to be returned to ORIEL PACKGING by the customer for an official assessment by our product development team. A chargeback is not an option. If the fault in the product is proven to be on the company’s side, a free reprint of the affected order will be provided.

How long does it take to receive a reprint if approved?

Once we receive the faulty goods, the team will start the assessment, and the whole process will take 5 working days for the reprint to be processed.

How can I contact the Customer Service Team?

Our Customer Service team is available 24 hours Monday to Friday (excluding public holidays). You can reach us at +0 (000) 000 0000, or alternatively, you may contact us via chat or email at support@orielpackaging.com