Terms and Conditions

Last Updated: 15-Feb-2026

Welcome to Custom Boxes. These terms and conditions outline the rules and regulations for the use of Custom Boxes' website and services. By accessing this website, we assume you accept these terms and conditions in full. Do not continue to use Custom Boxes' website if you do not accept all the terms and conditions stated on this page.

Company Information

• Legal Name: Custom Boxes Pty Ltd
• ABN/ACN: [INSERT ABN/ACN]
• Address: Unit 1, 51 Central Hills Drive, Gregory Hills NSW 2557, Australia
• Contact Details:
  • Email: [email protected]
  • Phone: 1300 990 993
  • Website: https://customboxes.net.au/

Services

Custom Boxes provides custom packaging solutions including (but not limited to) mailers, shippers, pallet boxes, art logistics boxes, honeycomb solutions, and other made-to-measure corrugated packaging, with optional custom printing and artwork support (where quoted).

Payment Terms

• Online Shop Orders: Payment is due upfront at checkout (online).
• Custom Quoted Orders (Made-to-Measure / Custom Printed): Unless otherwise stated on the quote/invoice, a deposit is required to commence work, with the remaining balance due prior to dispatch/collection.
• One-Time Projects (Structural Design / Sampling / Artwork Assistance): Payment terms will be stated on the quote/invoice. Where a deposit applies, work begins once the deposit is received.
• Taxes & Currency: Unless otherwise stated, prices are in AUD. GST treatment (included/excluded) will be stated on the quote/invoice.

Terms of Service

Project Commencement and Payment

• Work begins upon receipt of the required payment (or deposit), and approval of final specifications/proofs where applicable.
• Remaining balance (if applicable) is due as stated on the quote/invoice and must be cleared prior to dispatch/collection (unless otherwise agreed in writing).
• Orders are dispatched/released upon completion and clearance of all payments due.

Additional Services

• Additional services are available for an extra fee, either on a per-service basis or hourly rate (e.g., extra revisions beyond what’s included in your quote, sampling, urgent/express handling, freight upgrades).
• Fees for additional services will be added to the client’s invoice after notification and approval.

Project Delays

• Delays may occur due to late payments, client-requested changes, additional service requests, or delays in receiving materials/specifications from the client.
• Time frame estimates are approximate.

Satisfaction Guarantee

• Custom Boxes will work with you in good faith to resolve issues where the product is faulty or not as agreed, subject to Australian Consumer Law (ACL).
• Custom Boxes reserves the right to determine the reasonableness of client requests and the appropriate remedy, subject to rights that cannot be excluded under the ACL.
• Additional services required for satisfaction that go beyond the original agreed scope are not covered under the initial service agreement/quote.

Approved Services

• Once specifications, proofs, and/or services are approved by the client, further changes or rework will be invoiced accordingly.

Project Completion

• Orders are marked as “completed” once dispatched/collected/delivered (as applicable), subject to any issue-resolution process required under the ACL.

Refund Policy

• Change-of-mind (3 days): Custom Boxes offers a 3-day change-of-mind cancellation/return policy, subject to the conditions below.
  • Custom made / custom printed orders: Change-of-mind is only available if the cancellation request is received within 3 days of order confirmation and BEFORE production commences and/or materials are ordered specifically for your job. If production has commenced, change-of-mind refunds are not available.
  • Online shop (standard items): Eligible items must be unused, in original condition, and cancellation/return must be requested within 3 days of order confirmation. Return freight (if applicable) is the customer’s responsibility unless the item is faulty or not as agreed.
• Unused funds: Where funds are held for work that has not commenced (e.g., a deposit on a cancelled job before any costs are incurred), you may request a refund for unused amounts, subject to review by Custom Boxes.
• Consumer guarantees (ACL): Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
• Nothing in this policy excludes or limits rights that cannot be excluded under the ACL.

Packaging Services

Custom Packaging and Printing

Custom Boxes provides custom packaging services including made-to-measure corrugated packaging and optional custom printing options (where quoted).

Client Ownership of Artwork and Intellectual Property

• Clients retain ownership of their own trademarks, logos, and brand assets supplied to Custom Boxes.
• Clients grant Custom Boxes a licence to use supplied artwork solely for producing the ordered goods and providing related services.
• Unless otherwise agreed in writing, Custom Boxes retains ownership of its pre-existing materials, templates, tooling/dielines created by Custom Boxes, internal production files, and manufacturing know-how.
• Upon completion or termination of services, and provided all dues are cleared, clients can request copies of the final, approved print-ready artwork files that were specifically created for the client (if applicable), subject to any third-party licensing restrictions and any agreed file-prep charges.

Client Responsibilities

Timely Payments

• Clients are required to make timely payments as agreed upon in the quote/invoice or service contract.
• Delays in payments can result in a pause, rescheduling, or termination of work on an order.

Provision of Materials

• Clients must provide necessary materials and information for the execution of projects (e.g., dimensions, product requirements, delivery details, and print-ready artwork).
• Delays or inaccuracies in providing these materials can affect the project timeline and/or result in additional costs (including rework).

Content and Liability

Artwork Content

• Custom Boxes is not responsible for the content of client-supplied artwork/materials, including spelling, claims, legal compliance, and intellectual property permissions.
• Clients warrant that they have the right to use all content supplied for printing and that it does not infringe third-party rights.
• Website appearance (including colours) may vary across different platforms and devices. Printed output may vary due to materials and print processes.

Privacy and Data Protection

For information on how we collect, use, and protect your data, please refer to our Privacy Policy.

Limitation of Liability

Custom Boxes will not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or relating to the use of our services. To the extent permitted by law, Custom Boxes’ liability for any claim is limited (at Custom Boxes’ option) to re-supplying the goods/services or paying the cost of having the goods/services re-supplied, except where liability cannot be limited under the ACL.

Governing Law

These terms and conditions are governed by and construed in accordance with the laws of New South Wales and the Commonwealth of Australia.

Termination

• Ongoing arrangements (if any): Where services are provided on an ongoing basis under a standing written agreement, services can be terminated by the client with a one-month notice (unless your contract states otherwise).
• Orders in progress: If you request cancellation after approvals and/or after production has commenced, cancellation may not be possible and costs already incurred may be payable.
• Custom Boxes reserves the right to terminate services due to non-payment.

Changes to Terms

Custom Boxes reserves the right to modify these terms and conditions at any time without prior notice. Continued use of the service after changes are posted constitutes acceptance of the new terms.

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Contact Us If you have any questions about these terms and conditions, please contact us at:

• Email: [email protected]
• Phone: 1300 990 993

Grievance Officer / Privacy Contact:

• Name: Takis Valasidis
• Email: [email protected]

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By using our website and services, you hereby consent to our terms and conditions.