Return Policy

1. Overview

Tin Packaging manufactures custom metal tin boxes to your approved specifications. Because our products are made to order with your branding, dimensions, and finishes, standard consumer return policies do not apply. This Return Policy explains how we address manufacturing defects, transit damage, and quality claims for B2B orders.

By placing an order, you agree to inspect goods promptly upon receipt and follow the claim procedures below. Remedies are limited to those described in this policy and our Terms & Conditions.

2. Custom Orders Are Non-Returnable

Custom printed tins, bespoke shapes, embossed designs, and private-label packaging produced to your artwork and specifications cannot be returned for buyer's remorse, overstock, change of marketing plans, or incorrect ordering on your part.

Once you approve digital proofs or pre-production samples, you accept responsibility for design, dimensions, color choices, and copy. Errors present in approved artwork are not grounds for return or refund.

Blank stock tins or catalog items may be returnable only when agreed in writing before purchase and when items are unused, in original cartons, and resalable. Restocking fees and return freight apply.

3. What Qualifies as a Valid Claim

We will investigate claims that fall within the following categories when reported within the required timeframes:

• Manufacturing defects: Structural failures, seam separation, hinge malfunction, latch defects, or coating flaws not consistent with approved samples.
• Specification non-conformance: Measurable deviation from agreed dimensions, gauge, print placement, or finish beyond industry tolerances.
• Quantity shortage: Delivered quantity less than invoiced amount, verified by carton count and packing list.
• Transit damage: Dents, crushing, or water damage occurring during carrier handling, documented at delivery.
• Print defects: Smearing, misregistration, missing colors, or scratches not attributable to post-delivery handling—when clearly present on arrival.

4. What Does Not Qualify

The following are generally excluded from claims:

• Minor color variation within CMYK/Pantone printing tolerances compared to screen proofs.
• Superficial scratches on bottom panels or areas not visible in retail display.
• Damage from improper storage, stacking, or handling after delivery.
• Issues arising from packing your product inside the tin (weight, heat, chemical reaction).
• Normal wear from sample evaluation or transit of pre-production units.
• Claims filed after the deadlines in Section 5.

5. Claim Notification Deadlines

Timely notification is required to preserve your rights:

• Visible transit damage or shortages: Note damage on the carrier delivery receipt and notify us within 48 hours of delivery with photos.
• Concealed damage or manufacturing defects: Report within 7 calendar days of delivery with photos, order number, and affected quantity.
• Major specification non-conformance: Report within 14 calendar days of delivery. We may request retained samples and batch codes.

Failure to meet these deadlines may result in denial of the claim. For ocean freight shipments, the claim window begins on the date goods are delivered to your address, not the port arrival date.

6. How to File a Claim

Email sales@customtinpackaging.com with the subject line "Quality Claim — [Your PO Number]" and include:

• Invoice or order number and delivery date
• Description of the issue and estimated affected quantity (count or percentage)
• Clear photos and, where helpful, short video of defects
• Photo of exterior carton labels and packing list
• Carrier delivery receipt (for transit damage claims)
• Reference to approved sample or proof, if applicable

Our quality team will acknowledge receipt within 2 business days and may request additional samples, third-party inspection reports, or batch retention units for evaluation.

7. Inspection and Resolution Process

Upon validating a claim, we will propose one or more remedies:

• Replacement production: Manufacture and ship replacement tins for confirmed defective units at no additional product cost.
• Partial credit: Invoice credit proportional to the defective quantity when replacement is not practical.
• Repair or rework: For minor correctable issues, when mutually agreed.
• Refund: Full or partial refund only when replacement or credit is not feasible and liability is clearly established.

Freight for replacement shipments is covered by Tin Packaging for validated manufacturing defects. Import duties on replacement goods may be your responsibility unless DDP terms apply.

8. Sample Approval and Mass Production

Pre-production samples approved in writing establish the benchmark for mass production within reasonable commercial tolerances for metal packaging. Minor batch-to-batch variation in color, gloss, or hand-feel may occur and does not automatically constitute a defect.

If you require stricter tolerances, specify them at quoting stage. Enhanced QC or AQL inspection levels can be arranged at additional cost.

9. Transit Damage Claims

When cartons arrive visibly damaged, refuse delivery or note damage on the carrier's proof of delivery before signing. Retain all packaging materials for carrier inspection.

We will assist with carrier claim documentation. Compensation from the carrier may offset or supplement remedies we provide. See our Shipping Policy for delivery inspection guidance.

10. Third-Party Inspection

You may arrange pre-shipment inspection (PSI) or during-production inspection through agencies such as SGS or Bureau Veritas. Inspection fees are borne by you unless otherwise quoted. Goods released after passed inspection are accepted unless latent defects are discovered within the claim window and demonstrably pre-existing.

11. Return of Goods

Do not return goods without our written Return Merchandise Authorization (RMA). Unauthorized returns may be refused or destroyed at your expense.

When return is required for evaluation, we will provide instructions and may share return freight costs for validated claims. Returned tins must be packed securely to prevent further damage in transit.

12. Limitation of Remedies

Our maximum liability for any validated claim is limited to the value of the affected goods plus direct replacement freight. We are not liable for consequential losses including lost sales, promotional campaign costs, product recall, or production downtime.

These limitations apply in addition to the liability cap stated in our Terms & Conditions.

13. Cancellations Before Shipment

Cancellation requests after production has begun are handled under our Terms & Conditions, not as returns. Completed goods held at your request remain your property and must be paid for before release.

14. Changes to This Policy

We may update this Return Policy periodically. The "Last updated" date reflects the current version. Claims are evaluated under the policy in effect at the time of delivery.