Return Policy
Our Commitment to Customer Care
At OXO Packaging Australia, we work hard to provide high-quality, custom-made packaging that meets your requirements. Since each order is produced according to the customer's specifications, our return and refund policy is designed to keep the process clear and fair.
Please review the following guidelines before placing your order.
All Sales Are Final
Our products are custom-made; all sales are final.
- We do not normally accept returns or issue refunds or credits.
- Refunds or reprints are only considered when an error is confirmed to be caused by OXO Packaging.
- If we confirm that the mistake was made by our team, we will arrange a reprint of the affected products.
Order Cancellation
You may repeat the cancellation spending on the production stage of your order. Cancellation fees apply because costs may already have been incurred.
Cancellation Stages:
Before Design Artwork
Orders can be cancelled before entering the design rework process. A $15 fee plus 5% of the total order value will be deducted for payment processing, bank charges, and initial design work.
During Design Rework
If your order is already being handled by the design team, a minimum 20% cancellation fee will apply.
Sent to Press
Cancellation cannot be guaranteed once an order has been sent to press. We will try to stop production. If successful, at least 50% of the total order value will be deducted to cover costs already incurred.
Shipped Orders:
Once the shipping company has collected and dispatched your order, it cannot be cancelled.
Design Services
Payments for successfully placed design service orders are non-refundable.
Damaged, Defective, or Missing Items
If your order arrives damaged, defective, or incomplete, contact OXO Packaging Australia promptly.
- You must report the issue within 3 business days of delivery.
- Claims submitted after this period will not be accepted.
- For a replacement or reprint, you must return at least 99% of the products received.
- Returned products must reach us within 10 days of the original delivery date.
- You must obtain written authorisation from OXO Packaging before returning any products.
- Unauthorised returns will not be accepted.
If we confirm that the problem resulted from an error on our part, we will arrange a suitable reprint.
Non-Refundable Charges
Some additional services and charges are always non-refundable.
- Rush or expedited printing charges are non-refundable.
- Expedited shipping charges are non-refundable.
- These charges remain non-refundable even when an order is returned or a claim is submitted.
Artwork Approval and Printing
Customers are responsible for carefully checking their final artwork and job specification sheet before approving production.
OXO Packaging Australia is not responsible for errors caused by approved artwork or specifications, including:
- Spelling, grammar, or punctuation errors.
- Incorrect graphics, fonts, orientation, or placement.
- Incorrect die cuts or slits.
- Missing or incorrect folds.
- Incorrect finished product dimensions.
Colour Accuracy
We aim to reproduce colours within 90% of the approved final proof.
- Customers requiring a 100% colour match should order a hard copy proof for an additional fee.
- OXO Packaging Australia is not responsible for differences in colour or ink density shown on screen proofs.
Contact Us
If you have questions about our return and refund policy or need to make a claim, please contact the OXO Packaging Australia customer service team with your order details and information about the issue. Our team will review your request and guide you through the appropriate process.
