Refund policy

At PaperLei, we specialize in custom-printed food packaging paper and other personalized packaging products made according to your specifications.

Because our products are custom-made for each customer, customized products cannot be returned or exchanged simply because you change your mind, order the wrong size, or no longer need the product.

However, if your order arrives damaged, defective, incorrect, or does not match the specifications approved for production, please contact us and we will work with you to resolve the issue.

1. Custom Products

Most products sold by PaperLei are made to order and customized according to your requirements, including:

Custom designs and artwork
Custom logos and branding
Custom sizes
Custom printing
Custom colors
Custom quantities
Other personalized specifications

Once production has started, customized orders cannot normally be cancelled, returned, or exchanged due to a change of mind or incorrect ordering.

Before production begins, we may be able to make changes or cancel an order if production has not yet started. Please contact us as soon as possible if you need to make a change.

Once your customized order has entered production, cancellation may no longer be possible.

2. Artwork Approval

For customized products, we may provide a digital proof or artwork confirmation before production.

Please carefully review and approve all artwork, including:

Logo
Text and spelling
Colors
Dimensions
Layout
Design placement
Other customized information

Once you approve the artwork, production will proceed based on the approved specifications.

PaperLei is not responsible for customer-provided spelling, artwork, design, color, or specification errors that were included in the artwork approved by the customer.

If the final product does not match the approved artwork or agreed specifications due to an error on our part, please contact us so that we can investigate and provide an appropriate solution.

3. Damaged, Defective or Incorrect Orders

Please inspect your order as soon as you receive it.

If your order:

Arrives damaged
Contains defective products
Contains the wrong product
Has incorrect dimensions
Has incorrect printing
Does not match the approved artwork
Does not match the agreed specifications

please contact us as soon as possible at:

hello@paperleipackaging.com

Please include:

Your order number
A description of the issue
Clear photos or videos of the product
Photos of the packaging and shipping label, if applicable

We will review the issue and may request additional information to determine the appropriate solution.

Depending on the circumstances, we may offer:

A replacement
Reproduction of the affected products
A partial refund
A full refund
Another reasonable solution agreed with you

For confirmed manufacturing errors or incorrect products supplied by PaperLei, we will work with you to resolve the issue without leaving you responsible for the cost caused by our error.

4. Order Changes and Cancellations

Because our products are customized and production may begin shortly after an order is confirmed, please contact us immediately if you need to change or cancel your order.

Before production begins

We will make reasonable efforts to accommodate your request.

Depending on the status of your order, you may be able to:

Change the design
Change the quantity
Change the size
Change the specifications
Cancel the order

After production begins

Once production has started, your order generally cannot be cancelled or changed, because materials and production capacity may already have been committed specifically to your order.

5. Customer-Approved Design

Customers are responsible for ensuring that they have the necessary rights and permissions to use any artwork, logos, trademarks, photographs, or other materials submitted to PaperLei.

By submitting artwork to us, you confirm that you have the right to use and reproduce the submitted materials.

PaperLei is not responsible for intellectual property claims arising from artwork or materials supplied by the customer.

6. Non-Custom Products

If PaperLei offers any non-customized, standard products in the future, those products may be subject to different return or cancellation conditions.

The applicable return terms will be stated on the relevant product page or at checkout.

7. International Orders

PaperLei serves customers internationally.

For international orders, delivery times may vary depending on the destination, shipping method, customs clearance, weather, carrier delays, and other circumstances outside our reasonable control.

Customs duties, import taxes, VAT, brokerage fees, and other destination-country charges may apply depending on the destination and shipping arrangement.

Customers are responsible for any charges that are clearly identified as payable by the customer before or during checkout, where applicable.

8. Refunds

If we approve a refund, the refund will normally be issued to the original payment method.

Once the refund has been processed by us, the time required for the funds to appear in your account may vary depending on your payment provider, bank, or card issuer.

If you have not received your refund within a reasonable period after we confirm that it has been processed, please contact us at:

hello@paperleipackaging.com

9. Your Statutory Rights

Nothing in this policy is intended to limit or exclude any rights you may have under applicable consumer protection laws.

Where applicable law provides you with rights relating to defective, damaged, incorrectly supplied, or misdescribed goods, those rights remain unaffected by this policy.