Return Policy

Returns & Refunds Policy

This policy applies to purchases from Custom Boxes. It sits alongside your rights under the Australian Consumer Law (ACL), which cannot be excluded.

Quick Summary

• Change of mind returns: Not accepted (return window: 0 days).
• Exchanges: Not offered.
• Returns accepted for: Faulty products or wrong product supplied (ACL applies).
• Condition for return: New and unused, in original condition (where applicable).
• Return methods: By mail, or in-store (Gregory Hills NSW) where applicable.
• Refund processing time: Within 15 days (see details below).

Inspection on Delivery

• Please inspect your goods immediately upon delivery.
• If there is an issue, notify us in writing as soon as possible (we recommend within 7 days of delivery).
• Nothing in this section limits your rights under the ACL.

Change of Mind Returns (0 Days)

We do not accept returns or refunds if you change your mind, order incorrectly, or no longer need the product.

Faulty or Wrong Product Supplied

If the product is faulty (for example, not usable) or the wrong product was supplied, you may be entitled to a remedy under the ACL. Depending on the issue, we may (at our discretion and in line with the ACL) repair the product, replace the product, or provide a refund.

Custom Products

Custom goods (made-to-order and/or custom printed) cannot be returned unless required under the ACL (for example, where the item is faulty or not as described).

Standard Products

• Standard products are not eligible for change-of-mind returns.
• If a standard product return is approved in writing by Custom Boxes for an exception case, the item must be unused, in original condition, and may be subject to a restocking fee.

Restocking Fee

If a return for a standard (non-custom) product is approved in writing in an exception case and the item is not faulty, a 25% restocking fee applies. Restocking fees do not apply where you are entitled to a remedy for a faulty item under the ACL.

How to Return an Item

• Return method must match delivery method:
  • If your order was delivered by courier/mail, returns must be sent back by mail/courier.
  • If your order was collected/delivered in-store, returns can be handled in-store (where applicable).
• By mail: Return shipping is at the customer’s expense unless the item is faulty or the wrong item was supplied.
• In-store: In-store returns are available at our Gregory Hills NSW location for customers who can attend. Customers in Western Australia must return items by mail.

Refund Processing Time

Where a refund is approved, we process refunds within 15 days from the date we receive the returned goods (or from the date the remedy is confirmed where a return is not required).

Contact Us

To request a return (faulty item or wrong product supplied), contact us with your order number and clear photos of the issue:
Email: [email protected]