At Pro Packaging Line, every order is custom manufactured to your exact specifications. Because of the bespoke nature of our products, we do not accept returns for change of mind, incorrect specifications provided by the customer, or buyer’s remorse. However, we stand firmly behind the quality of our work and have clear procedures for handling defects, errors, and transit damage.
Our Responsibility — Manufacturing Defects
If your order arrives with a defect caused by our production process, we will make it right at no additional cost. Manufacturing defects include:
- Print quality issues such as misregistration, ink smearing, or color inconsistency beyond normal press tolerance
- Structural defects such as incorrect folding, misaligned die cuts, or weak glue joints
- Wrong material, finish, or box style that does not match the approved proof and order specifications
- Incorrect quantity delivered (beyond the standard ±10% industry tolerance)
How to Report a Manufacturing Defect
- Contact us within 14 days of receiving your order
- Provide your order number and a clear description of the defect
- Include photographs showing the issue — close-up shots of the defect and wider shots showing the affected units
- Do not discard or alter the defective product until we have reviewed your claim
After reviewing your claim, we will offer one of the following resolutions:
- Reprint or replacement — we will reproduce the affected portion of your order at no charge, with expedited production priority
- Partial refund — for minor defects that do not significantly impact usability, we may offer a percentage refund on the affected units
- Full refund — in cases where the entire order is unusable due to our error, we will issue a full refund of the amount paid
Your Responsibility — Customer-Caused Issues
We are not responsible for issues that result from:
- Artwork errors — spelling mistakes, incorrect images, wrong colors, or missing elements in customer-supplied artwork that were present in the approved digital proof
- Proof approval — any errors visible in the digital proof that you approved in writing before production
- Specification errors — incorrect dimensions, material choices, or finish selections submitted by the customer
- Change of mind — dissatisfaction with a design choice, color preference, or product decision after production is complete
We strongly recommend reviewing your digital proof carefully before signing off. If you are unsure, request a physical sample before committing to a full production run.
Transit Damage
If your order arrives damaged due to shipping, please follow these steps within 48 hours of delivery:
- Note any visible carton damage on the carrier’s delivery receipt at the time of delivery
- Photograph the damaged shipping cartons and affected products before discarding any packaging material
- Contact us with your order number, photographs, and a description of the damage
We will file a carrier insurance claim on your behalf and arrange replacement production at no additional cost. Claims submitted more than 48 hours after delivery may not be eligible for carrier coverage, though we will still work with you to find a reasonable resolution.
Order Cancellations
Before Production Begins
You may cancel your order before production starts. A full refund of your deposit will be issued, minus any design or prepress work already completed. Refunds are processed within 7–10 business days.
After Production Has Started
Once production has begun, orders cannot be cancelled. Materials have been cut, printed, and allocated specifically for your project. You will be responsible for the full order amount.
Refund Processing
Approved refunds are processed using the original payment method:
- Credit card refunds: 5–10 business days to appear on your statement
- Bank transfer refunds: 7–14 business days depending on your bank
- PayPal refunds: 3–5 business days
We will confirm the refund amount and timeline in writing before processing.
Dispute Resolution
If you are not satisfied with our initial resolution, please escalate your concern to our customer service manager by emailing info@propackagingline.com with “Escalation” in the subject line. We are committed to reaching a fair resolution for every customer.
Contact Us
For refund inquiries or to submit a quality claim:
- Email: info@propackagingline.com
- Phone: +1 (214) 204-1730
- Address: 8952 Maple Dr Apt 274, Dallas, TX 75288
- WhatsApp: Message us on WhatsApp