Refund and Return Policy

At Propacktion, we aim to ensure every order meets the standards our customers expect. If something isn’t right, please let us know — we’ll do everything we can to resolve it quickly.

If you’re unsatisfied with your order, contact our support team within 7 days of receiving your goods.

Please include:

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•    Your order number

•    A brief description of the issue

•    Where possible, photo or video evidence

Email: support@propacktion.co.uk

We’ll review your case and work with you to find the best solution.

All customised or made-to-order items are non-refundable and non-returnable, except where the goods are confirmed to be faulty or do not match the agreed specification.

For non-customised items, returns may be accepted at our discretion and are subject to prior approval. Any request for return must be made within 7 days of delivery.

When you request a refund, we’ll review the issue and may offer one of the following:

•    Full or partial refund, depending on the situation

•    In-store credit for future purchases

•    Reprint or replacement, if applicable

Returned items must be unused, in their original condition, and in full original packaging. The cost of returning goods is the responsibility of the customer unless the item is confirmed to be faulty or incorrectly supplied.

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All refund or replacement decisions are made on a case-by-case basis. We reserve the right to decline a refund if the product issue falls outside of our control or is due to user error.

1. Faulty, damaged or incorrect items

If your order arrives damaged or incorrect, please contact us immediately with supporting photos or videos.

All orders are checked before dispatch, but damage can sometimes occur in transit. Please retain packaging materials and inform both Propacktion and the courier as soon as possible.

2. Missing or incomplete orders

Orders may arrive in multiple shipments. Before reporting a missing item, please check all tracking numbers associated with your order.

If an item is confirmed missing, we’ll arrange a replacement or refund promptly.

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3. Printing or production errors

If your printed packaging shows a clear production or print defect, we’ll review it carefully. Please note that if you declined a proof or print check during checkout, this may affect eligibility for a refund or reprint, as approval of artwork confirms acceptance of the design.

Before approving your artwork proof, please check all text, colours, and layout carefully. Printing can vary slightly due to material, colour system (CMYK vs RGB), and finish type. By approving your proof, you consent to production based on the approved design. We cannot modify or cancel an order once production has started.

Because most of our products are custom-made or printed to order, we do not accept returns or exchanges for change of mind.

This also applies to stock packaging items, as they are prepared and packed to order.

We’ll, of course, do everything possible to resolve any quality or delivery issues — simply reach out to our support team within 14 days of receiving your order.

Refunds or reprints are issued only after a case review. We may request that defective items or packaging are returned for inspection before a resolution is confirmed.

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Any approved refunds will be processed using the original payment method, and confirmation will be provided once the refund has been issued.

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Due to the nature of our products, customers are responsible for ensuring that all product specifications, quantities, and suitability meet their requirements before placing an order.

For all refund, reprint, or product concerns, please contact:

support@propacktion.co.uk

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Include your order number and as much detail as possible so we can assist quickly.

We stand by the quality of our products. If something goes wrong, we’ll investigate promptly and offer a fair resolution. While we can’t accept general returns or cancel customised orders after proof approval, we’ll always take responsibility for genuine product faults, damage, or printing errors.