Custom order and refund policy

Submitting an RFQ or sending files for review does not create a paid order. There is no charge for a standard inquiry unless a separate sample, proofing, design, or production payment is agreed in writing.

Most HLF Packaging projects are custom-made to customer specifications. Once sample work, proofing, file preparation, material purchasing, tooling, printing, finishing, or production has started, payments are generally non-refundable except where required by applicable law or where HLF Packaging confirms a production fault that cannot be corrected.

Sample or proofing deposits may cover file review, structural review, material preparation, sample production, manual labor, and shipping arrangement. If the customer cancels after work has started, used costs may be deducted from any eligible refund.

Customers are responsible for reviewing samples, proofs, dimensions, artwork, spelling, colors, materials, finishing, and shipment details before confirming production. Approval by email, message, signed document, paid invoice, or other written confirmation may be used as project evidence.

If a delivered product has a confirmed production issue, contact us with order details, photos, videos, and packaging condition within 7 days of receipt. HLF Packaging may offer correction, replacement, partial credit, or another reasonable remedy depending on the confirmed issue.

Refunds are generally not available for customer-approved specifications, customer-supplied artwork errors, late customer replies, changes requested after production starts, subjective color differences within normal printing tolerance, destination customs delays, or shipping delays outside HLF Packaging control.