Return &
Cancellation Policy.
This policy explains the general rules applicable to order cancellations, product returns, custom manufacturing, export shipments, advance payments and production-based commercial commitments.
1. General Principle
PhoenixPack products are mainly supplied for B2B, export, distributor, OEM, private label and industrial packaging operations. Therefore, return and cancellation rules may differ from standard retail consumer transactions.
2. Order Cancellation Before Production
If an order is cancelled before production planning, raw material procurement, mold allocation, packaging preparation or capacity reservation has started, PhoenixPack may evaluate cancellation requests in good faith and may refund amounts paid after deducting documented administrative or transaction costs, if any.
3. Cancellation After Production Planning
Once production planning, capacity reservation, raw material procurement, mold allocation, artwork preparation, sampling, packaging preparation or export documentation has started, cancellation may not be accepted automatically.
In such cases, advance payments may become non-refundable to the extent of costs incurred, resources allocated, production capacity reserved or commercial losses suffered by PhoenixPack.
4. Custom, OEM & Private Label Orders
Custom manufactured products, OEM projects, private label products, special colors, special prints, custom molds, customer-specific packaging and export-only product configurations are generally not eligible for return or cancellation after confirmation, unless otherwise agreed in writing.
5. Product Returns
Product returns may be accepted only with PhoenixPack’s written approval. Returned goods must be unused, unopened, undamaged, hygienically suitable, traceable and in their original packaging.
- Unauthorized returns may be rejected.
- Return shipping costs are generally borne by the buyer unless PhoenixPack accepts responsibility.
- Products affected by improper storage, transport damage or misuse are not eligible for return.
6. Defective or Non-Conforming Products
Any claim regarding defective or non-conforming products must be notified in writing within a reasonable inspection period after delivery. The notice should include product code, batch details, photographs, delivery documents and a clear description of the issue.
7. Inspection & Evaluation
PhoenixPack reserves the right to inspect returned or disputed products before accepting any refund, replacement, credit note or corrective action. Product tolerances common to plastic packaging manufacturing do not automatically constitute defect.
8. Export Orders
Export orders may involve production slots, customs documents, pallet planning, container allocation, packaging preparation and logistics coordination. Therefore, cancellation or return requests for export orders are evaluated separately and may be subject to additional deductions or restrictions.
9. Refund Method
If a refund is approved, PhoenixPack may process it through bank transfer, credit note, offset against future orders or another commercially agreed method. Refund timing may depend on accounting, banking and documentation procedures.
10. Written Agreement Prevails
If a specific contract, proforma invoice, order confirmation or written agreement contains different return or cancellation terms, that document shall prevail over this general policy.
This policy is for general commercial information purposes. It should be reviewed and approved by legal counsel before being relied upon as a binding legal document.