Returns & Refund Policy
Last updated: September 2026
At Boxed By You, many of our products are customized and made specifically for each order. Because of this, our return and refund options depend on the type and condition of the product.
Custom & Branded Products
Custom or branded products, including products that are printed, embroidered, engraved, personalised, or otherwise customized, are generally not eligible for return or refund due to a change of mind once production has started.
This does not affect your rights in relation to products that are defective, damaged, incorrect, or materially different from the approved specifications.
Standard Products
Standard or non-customized products may be eligible for return if they are unused, undamaged, in their original condition, and in their original packaging.
Return eligibility will be confirmed by Boxed By You before the product is sent back.
Damaged, Defective or Incorrect Products
If your order arrives damaged, defective, incorrect, or materially different from the approved specifications, please contact us as soon as possible.
For visible damage, incorrect products, or quantity discrepancies, we recommend reporting the issue within 48 hours of delivery.
Please provide:
Order or Sales Order number
Details of the issue
Photographs or videos showing the issue
Any other information we may reasonably require
We will review the issue and may request additional information or arrange an inspection where necessary.
Resolution
If we determine that the product is defective, damaged, incorrect, or does not match the approved specifications, we may, depending on the circumstances:
Replace the affected products;
Correct or remake the affected products;
Provide a refund or credit; or
Offer another appropriate resolution.
The resolution will depend on the nature and extent of the issue.
Returns
Do not send products back without receiving return instructions from us first.
Where a return is approved, we will provide the relevant return instructions.
Products returned without prior approval may not be accepted.
Return Shipping
If the return is due to a confirmed defect, incorrect product, or an error on our part, we will determine the appropriate arrangement for return shipping.
For approved returns that are not related to a defect or error on our part, return shipping costs may be the customer's responsibility.
Refunds
Where a refund is approved, it will generally be issued to the original payment method used for the order within 7–10 business days of approval.
The processing time may vary depending on the payment method and financial institution.
Shipping, customization, setup, or other charges may not be refundable where they have already been incurred, unless the issue is attributable to Boxed By You or otherwise required by applicable law.
Exclusions
Returns or refunds may not be available for:
Customized or personalized products where there is no defect or error;
Products produced according to customer-approved artwork or specifications where the customer later changes their mind;
Products damaged after delivery due to improper use, handling, washing, storage, or alteration;
Products returned without prior approval; or
Products specifically identified as non-returnable in the quotation or Sales Order.
Customer-Approved Artwork
Customers are responsible for carefully reviewing and approving artwork, product specifications, quantities, colors, sizes, and other order details before production.
We are not responsible for errors that were included in customer-approved artwork or specifications, unless the final product differs from what was approved.
Contact Us
For return or refund requests, please contact us using the contact details provided on our website and include your order or Sales Order number.
We will review each request fairly and in accordance with the applicable terms and laws.