Refund & Return Policy

At a glance

• Report problems within 7 days of delivery, with photos.
• Damaged, defective or incorrectly supplied goods — we replace or refund.
• Opened or unsealed food-contact packaging — cannot be returned, for hygiene reasons.
• Custom, made-to-order and custom-printed goods — no unconditional (“no reason”) return once production has started.

Our products are disposable food-contact items. For hygiene reasons, goods that have been
opened or unsealed cannot be returned for reuse, but we will always put right goods that
arrive damaged, defective, or that are not what you ordered. This policy does not affect your
statutory rights as a consumer in the EU or UK.

1. When a refund or replacement is available

• Damaged in transit — goods arrive broken, crushed or wet-damaged.
• Manufacturing defect — faults in material or workmanship that affect use.
• Incorrect goods — wrong item, size, colour, quantity or print from what was confirmed.
• Not as specified — the goods do not match the specification agreed in writing before production.
• Short shipment — a shortage against the confirmed quantity.
• Cancelled before dispatch or before production — see sections 3 and 4.

2. When a refund is not available

• Opened or unsealed food-contact packaging, for health-protection and hygiene reasons, where the goods are not damaged, defective or incorrect;
• Custom, made-to-order or custom-printed items once production has started (see section 4);
• Clearance, sample or seconds items marked non-returnable before purchase;
• Goods damaged by misuse, or by incorrect storage or handling after delivery;
• Buyer’s change of mind on stock items that have already been dispatched and are undamaged and correct;
• Colour or finish variation within the normal tolerance of moulded pulp or printed paper, or minor differences between screen colours and printed output;
• Delays caused by the carrier, customs or force majeure, where lead times were given as estimates.

3. Online orders (in-stock ranges)

• Before dispatch — you may cancel at any time before we dispatch your order and receive a full refund.
• After dispatch — because these are food-contact items, we cannot accept returns of goods that have been opened or unsealed, unless they are damaged, defective or incorrect.

4. Bulk, made-to-order and custom-printed orders (B2B)

Most of our business is business-to-business, and a large part of it is made to order.
Because goods produced to your specification cannot be resold to anyone else:

• There is no unconditional right of return. Custom and made-to-order goods — including custom sizes, custom materials, custom moulds and custom-printed artwork — cannot be returned or refunded simply because you no longer want them, your forecast changed, or you found another supplier.
• Before production starts you may cancel and receive your deposit back, less any cost already incurred (moulds, printing plates, artwork, materials purchased for your order).
• Once production has started the order cannot be cancelled or refunded, except where the finished goods are defective, incorrect, or do not match the specification agreed in writing.
• Approved artwork is final. You are responsible for checking artwork proofs, sizes, colours and spellings before approval. Goods printed to an approved proof are not faulty.
• Production tolerances apply to quantity (normally ±5% on bulk runs), dimensions, grammage and shade. Goods within tolerance are not defective, and the invoice follows the delivered quantity.
• Defective or incorrect goods are still covered. If custom goods are faulty or do not match the written specification, we will re-make, replace or refund the affected items — see section 5.

5. How to make a claim

1. Report within 7 days of delivery. Email sales@joyi-pack.com or WhatsApp +86 153 5619 0417 with your order number, the items concerned, the quantity affected and photographs of the goods and the outer packaging.
2. Keep the goods and packaging until we tell you what to do, so we can assess the claim and claim against the carrier where relevant.
3. We respond within 2 business days with the next step and, where a return is needed, return instructions.
4. We put it right by, at our option and subject to stock: sending a replacement, re-making the affected items, issuing a credit note, or refunding the affected items.

Where goods are faulty or incorrectly supplied we cover any return shipping cost we ask you
to incur. For low-value cross-border shipments we will usually issue a replacement or refund
without requiring the goods to be sent back.

Claims reported after the 7-day inspection window may still be considered where the defect
could not reasonably have been found on arrival, but delay makes assessment harder and may
limit the remedy available.

6. How refunds are paid

Refunds are made to the original payment method — PayPal for online orders, bank transfer
for bulk orders. Once approved we process refunds within 5–10 business days; your
bank or PayPal may take additional time to post them. Original shipping charges are
non-refundable except where we are at fault. Duties and taxes paid on import are refundable
only through your local customs authority.

7. Your statutory right to cancel (EU and UK consumers)

If you buy as a consumer in the EU or UK you normally have 14 days from delivery to cancel a
distance purchase. That right does not apply to sealed food-contact goods that are unsuitable
for return once unsealed, for health-protection or hygiene reasons, nor to goods made to your
specification or clearly personalised. Where the right does apply, we refund the price and
the standard delivery cost within 14 days of receiving the returned goods, or proof that they
were returned.

8. Contact

Questions about a return, or about whether your order is returnable, are welcome before you
buy — particularly for custom work. Email
sales@joyi-pack.com or WhatsApp +86 153 5619 0417, or
use our contact page.

Last updated: 13 October 2026