Refund and Returns Policy
Effective Date: 18-06-2026
At Luca Packaging, all products are custom manufactured according to the specifications, artwork, dimensions, and requirements approved by the customer. Because of the customized nature of our products, returns and refunds are subject to the following conditions.
Return & Exchange Eligibility
We accept claims for:
- Defective products
- Incorrect products delivered
- Manufacturing defects
- Printing errors caused by our production process
Approved exchanges or reprints may be offered when applicable.
Product Condition
To qualify for a return, replacement, or refund review, products must:
- Be in substantially the same condition as received
- Not to be altered, modified, or damaged by the customer
- Be accompanied by supporting photographs and order details when requested
Reporting Problems
If you receive a defective, damaged, or incorrect order, you must notify us within 3 business days of delivery.
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
Failure to report issues within the specified period may affect eligibility for replacement or refund consideration.
Return Window
Customers may request a return, replacement, or refund review within 20 days of delivery.
For defective, damaged, or incorrect products, customers are encouraged to report the issue within 3 business days of receiving the order to allow for a faster resolution process.
Custom Product Policy
Because all packaging products are custom-made according to customer-approved specifications, custom orders are generally not eligible for return simply because:
- The customer changes their mind
- The customer no longer requires the product
- Incorrect information was approved by the customer
- Minor color variations occur within normal industry tolerances
Return Method
If a return is approved by our support team, the product must be returned by mail to the address provided by us.
Returns sent without prior authorization may not be accepted.
Return Shipping Costs
Customers are responsible for return shipping costs unless the issue is determined to be the result of:
- Manufacturing defects
- Production errors
- Incorrect products were shipped by us
Replacements and Reprints
If our investigation confirms that the error was caused by our production or fulfillment process, we may, at our discretion:
- Reprint the order
- Replace the affected products
- Provide a partial refund
- Provide a full refund
The appropriate solution will depend on the nature and severity of the issue.
Refund Eligibility
Refund requests may be considered when:
- A manufacturing defect cannot reasonably be corrected
- A replacement or reprint is not practical
- The wrong product was delivered and cannot be replaced within a reasonable timeframe
Refund approval remains subject to management review.
Refund Processing Time
Approved refunds are generally processed within 7–10 business days after the returned product has been received and inspected.
Depending on your payment provider, additional processing time may be required before the refund appears in your account.
Non-Refundable Situations
Refunds, returns, or replacements may be denied if:
- The artwork approved by the customer contains errors.
- The customer supplied incorrect specifications.
- The product has been altered or damaged after delivery.
- The claim is submitted outside the reporting period.
- The issue involves minor color, material, or sizing variations within accepted industry standards.
Chargebacks
We encourage customers to contact our support team before initiating any payment dispute or chargeback.
Our team will make reasonable efforts to resolve concerns through replacement, reprint, exchange, or refund options when appropriate.
Contact Us
If you have questions regarding this Return and Refund Policy, please contact us:
Email: support@lucapackaging.com
Phone: +1 206-821-2404
Address: [Your Business Address]