Refund and cancellation policy

Ask as soon as possible. A food order or a ready-stock packaging order can be cancelled at any point before it is dispatched, and is refunded in full to the original payment method. A custom packaging order can normally be cancelled before artwork approval and before production or chargeable setup begins; we deduct only a non-recoverable cost that was disclosed and actually incurred.

Food cannot be returned or refunded because you changed your mind, ordered the wrong size or did not care for the taste. That is a food-safety rule rather than a commercial one: nobody can verify how a food parcel was kept once it is out of the chain, and no responsible seller puts a returned edible product back on a shelf. It does not apply when something is actually wrong — see the next two sections, which do cover food.

Tell us within 48 hours of delivery, with photographs of the outer box, the shipping label and the affected packs. A pack that arrives split, unsealed, crushed or wet is replaced or refunded, and we deal with the courier ourselves rather than sending you to do it. Keep the packaging until the claim is settled. The 48 hours is so we can raise it with the carrier while a claim is still possible; it does not remove any non-excludable right you have in law.

Contact us as soon as you discover the issue, preferably within 7 days of delivery, with the order number, affected quantity and clear photographs or video of the goods and outer packaging. Keep the goods and packaging while we review the claim. This reporting window helps us investigate quickly and does not remove any non-excludable right available under applicable law.

Once you approve the proof or production begins, goods made with your branding, dimensions or specification cannot be returned merely because you changed your mind, selected the wrong size, no longer need the quantity, or prefer a different approved design. This exception does not apply when the supplied goods are defective, wrong or materially different from what was agreed.

After verification, we may collect samples or the affected goods and offer a reprint, replacement, repair where sensible, price adjustment, credit note for a business account, or refund to the original payment method. The remedy will match the nature and affected quantity of the problem. Where law gives the buyer a specific remedy, that remedy is not restricted by this policy.

Unprinted ready-stock packaging may be requested for return within 7 days of delivery if it is unused, unopened, complete and in resalable condition. Contact us before sending anything back. Unless the item was defective, wrong or delivered late, the buyer pays return shipping and original delivery charges are not refundable. Food, custom-printed goods, cut-to-size goods and clearance stock are excluded from change-of-mind returns.

A minor colour difference between a backlit screen, a digital proof, a sample and printed film is not automatically a defect. Nor is a natural variation in a food product between batches — colour, size and aroma move with the crop and the season, and a spice that is a shade darker than last time is not a fault. The approved specification and any written production tolerance are used to assess colour, dimensions, thickness and quantity. A variation outside that agreement, or a functional failure such as an unsound seal, will be investigated as a defect.

Do not return goods without authorisation and return instructions. We pay reasonable collection or return costs when the goods are verified as defective, wrong or otherwise returnable because of our error. For an eligible change-of-mind return, the goods remain the buyer's responsibility until received and inspected.

Once a refund is approved, we initiate it to the original payment method within 7 working days. Banks and payment providers may take additional time to post it. A duplicate charge or a payment debited without a confirmed order is investigated as a payment reversal and does not depend on returning goods.

Email info@swadaurapackaging.com or call 9365673214 with your order number. We acknowledge a consumer complaint within 48 hours and aim to resolve it within one month. If an inspection, courier investigation or production test needs more time, we will explain the reason and keep you updated.