Return Policy

Every product Thepackhive manufactures is made to your approved artwork, dimensions, material and print specification. Because each order is produced for one customer, we cannot accept returns or exchanges on custom work once production has started. What we do guarantee is the work itself. If your order arrives damaged, is defective, is the wrong item, or does not match the proof you approved, we make it right. Report the problem within 3 business days of delivery and we reply within one business day.

Why custom orders can’t be returned

Standard stock products can be resold after they come back. Yours cannot — it carries your dimensions, your board weight, your colours and your artwork, so there is no second buyer for it. This is normal across the custom packaging industry and it is set out in our Terms & Conditions.

The trade-off works in your favour: because we build to spec rather than pulling from a shelf, you get a box that fits your product, protects it properly and looks like your brand. Our liability is limited to the amount paid for the specific product in question.

What we do cover

Your order is covered from the moment it leaves us if any of the following apply:

• Defective workmanship — misregistration, inconsistent colour, ink defects, poor adhesion, faulty cutting or gluing.
• Damage in transit — crushed, water-damaged or broken stock on arrival.
• Wrong item — incorrect size, material, quantity or product shipped.
• Print off-proof — finished work that differs from the proof you approved in writing.

Keep the goods and the packaging until your claim is resolved, as we may ask for photographs of both.

How to file a claim

1. Email support@thepackhive.com within 3 business days of delivery. Later claims may not qualify for review.
2. Include your order number so we can pull the production record.
3. Attach clear photos of the issue and of the packaging it arrived in.
4. Add a short description of the problem — what you expected, what you received.

We acknowledge every claim within one business day. Claims submitted after the 3-business-day window may not qualify, so it is worth reporting on the day of delivery.

How we resolve approved claims

Once a claim is approved, we act immediately:

• Free reprint is the default. We remake the order to your approved proof and reship at our cost.
• A partial or full refund is offered at our discretion where a reprint is impractical, timing no longer works, or the fault is ours in a way a remake will not fix.
• We pay return shipping on every approved defect claim. You are never out of pocket for our mistake.
• Refunds go to your original payment method within 7 business days of approval, depending on your bank’s posting time.

You do not need to return goods for a credit unless we specifically ask.

Artwork and proof approval

Proofs are issued before production as digital files. It is your responsibility to check spelling, layout, colours, quantities, dielines and artwork placement before you approve.

• You assume liability for errors that exist in files you approve.
• Once production begins, no changes can be made.
• If a file is not press-ready, our prepress team flags it and sends it back rather than printing a surprise.

Approved artwork is the standard we print against, and the standard we measure any claim against.

Cancellation

You may cancel an order at any point before you approve the design proof. Once the proof is approved or production has begun, the order can no longer be cancelled or refunded.

To cancel, email support@thepackhive.com with your order number before you sign off the proof.

Contact

Thepackhive — 20535 Pink Granite Valley, Richmond, TX 77407
support@thepackhive.com — reply within one business day

Still unsure whether your situation qualifies? Ask us before you approve the proof — we would rather clarify a dieline than resolve a claim.