Legal

Reprint Terms

Every order we make is produced to your approved specification, so it cannot be resold or restocked. Instead of refunds, we put things right by reprinting. These terms set out exactly when we reprint at our cost, what sits outside a claim, and how to raise one. They sit alongside our Terms & Conditions.

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When we reprint at no cost

We reprint the affected portion of your order, at our cost, where:

  • The print is defective — misregistration, streaking, smudging, cracking on the fold, or ink coverage that does not match the digital proof or physical sample you approved.
  • The box does not match the specification you approved: wrong dimensions, wrong structure, wrong board, or wrong finish.
  • The item was damaged during manufacturing, finishing, or assembly.
  • The shipment arrived damaged and you reported it within 3 business days of delivery.
  • We shipped fewer units than the quantity confirmed on your order.

What falls outside a reprint claim

Because production follows the digital proof or physical sample you sign off, some things cannot be corrected after the fact at our cost:

  • Errors present in what you approvedSpelling, grammar, punctuation, font choice, or layout that appeared in the digital proof or physical sample you approved. Please check it carefully — this is the point at which mistakes are cheap to fix.
  • Artwork supplied below specificationLow-resolution images, missing bleed, incorrect color mode, or unembedded fonts in files you supplied.
  • Color changes you requestedWhere you asked us to shift color away from the supplied file, the result of that change is not a defect.
  • Normal color varianceSee the section below.
  • A change of mindCustom-made goods are not returnable for preference, or because the order was placed incorrectly on your side.
  • Damage after deliveryDamage caused by handling, storage conditions, or use after the order reaches you.

Color, and what to expect

We print in CMYK. Screens display color in RGB and are backlit, so a printed box will never be an exact match for what you saw on a monitor. Commercial printing works within recognized industry tolerances, and color falling inside those tolerances is not a defect.

Repeat runs of the same artwork can also vary slightly. Board arrives in different batches with small differences in brightness, coating, and moisture; ink batches vary; and press conditions change. If exact color consistency across runs is critical to your brand, tell us before production and we will discuss matching a Pantone reference rather than building the color from CMYK.

How to raise a reprint claim

Contact us within 3 business days of delivery. Claims raised after that window cannot be assessed, because we can no longer establish where the fault occurred.

  • Send tosales@packaginghippo.com, or call (445) 447-7678.
  • Include your order numberSo we can pull the digital proof or physical sample you approved, and the production record.
  • Include clear photographsShowing the defect, and where relevant the shipping carton and its outer packaging.
  • Tell us how many units are affectedWe may ask you to check a sample across the run rather than a single box.

What happens next

We compare what you received against the digital proof or physical sample you approved, and against our production record. If the fault is ours, we schedule the reprint and confirm the timeline with you. Reprints run to our standard production time of 8–12 business days unless we tell you otherwise.

As set out in our Terms & Conditions, a confirmed fault is resolved by reprinting. We do not issue refunds or account credits in place of a reprint.

Returns

Do not ship anything back to us before we have issued a return authorization — unauthorised returns cannot be received or processed. Where a return is authorised, it must be sent within 10 days of that authorisation, with the goods in the condition they arrived in.

Damaged or lost shipments

Report shipping damage within 3 business days of delivery. Keep the outer carton and all packing material until the claim is settled — carriers routinely require it as evidence, and disposing of it early can end a claim before it starts.

Questions

For more information, contact us at (445) 447-7678 or email sales@packaginghippo.com.