Refund and Returns Policy
Effective date: 18 August, 2026
Luca Packaging offers custom packaging that is manufactured according to your brand requirements. You can design them to match your artwork and product dimensions. As we offer custom boxes, returns and refunds are handled as follows some conditions:
Return And Exchange Eligibility
We accept complaints about:
- Defective products
- Products that are not defective
- Products that are different from what you ordered
- Problems caused during manufacturing
- Printing mistakes that occur during production
If needed, we may offer an exchange or reprint after approval.
Product Condition
If you are looking for a return, replacement, or refund review. Products must be in the following condition:
- Product must be in the same condition as you received it
- Customer must not change, modify, or damage the product
- When requested, please send a product picture and order details
Reporting Problems
Upon receiving your order, please inspect the package and products carefully. If you receive a defective, damaged, or incorrect order, please notify us as soon as possible, preferably within 3 business days, to help us resolve the issue quickly.
Please provide:
- Order number
- Description of the issue
- Clear photographs showing the defect or problem
- Images of shipping packaging in case damage occurred during transit
Return Window
Customers may contact Luca Packaging to request a return, replacement, or refund review within 20 days of delivery.
Failure to report issues within the specified period may affect eligibility for replacement or refund consideration.
Custom Product Policy
All packaging products are custom-made according to client-approved specifications. Custom orders usually do not have a return policy because:
- Clients change their mind
- The client no longer needs the product
- The client approved the incorrect information
- Small color differences are normal in the printing industry
Return Method
Our policy is that returns are approved by our support team. The products are commonly returned by mail to the address that is provided by our company. We may not accept products that are returned without approval.
Return Shipping Costs
Customers are responsible for return shipping costs unless the issue is determined to be the result of:
- Defect during manufacturing
- Production error
- Misplaced the product due to us putting the wrong info
Replacements And Reprints
If our review shows that the problem was caused by our production or packing process, we may:
- Print the order again
- Replace the affected products
- Give a partial refund
- Give a full refund
The solution will depend on the type and seriousness of the problem.
Refund Eligibility
We consider a refund request when:
- A manufacturing problem can not be fixed
- Replacing or reprinting the product is not practical
- The wrong product was delivered, and replacement was not provided within a reasonable time
All refunds must be reviewed and approved by our management
Refund Processing Time
Approved refunds are usually processed within 7 to 10 working days after we receive and check the returned product.
Your payment provider may need extra time to show the refund in your account.
Non-Refundable Situations
Returns, replacements, and refunds may not be accepted if:
- Client-approved artwork that contains mistakes
- Client provides the wrong specifications
- The product has been changed or damaged after delivery
- The Claim was made after the allowed time period
- Issues are small differences in material, color, or size that are normal in the industry
Chargebacks
To give you a reliable solution, we want you to contact our team before starting a payment dispute or chargeback. Our team will do its best to resolve the issue by offering a replacement, reprint, exchange or refund when appropriate.
Contact Us
If you have any queries in your mind regarding the returns and refund policy, feel free to contact us:
Email: sales@lucapackaging.com
Phone: +1 206-821-2404
Location: 12919 Alcosta Blvd #8, San Ramon, CA 94583