At Elixir Packaging CA, we want every order to meet the specifications approved by our customers. This policy explains how we handle defective products, non-defective returns, reprints, replacements, and refunds.
Defective or Incorrect Products
If you receive a defective, damaged, or incorrect product, please contact us within 2 business days of delivery. For defective products returns are accepted by through mail with in 30 business days after delivery. Return cost is customers responsibility.
When reporting an issue, please provide:
- Your order number
- A clear description of the problem
- Photos or videos showing the issue
- Any other information requested by our team
We will review the claim based on the approved artwork, order specifications, and condition of the products.
We may request samples or ask for the affected products to be returned before completing the claim review.
Reprints and Replacements
If a claim is approved and a reprint or replacement is required, the process may take up to 5 to 7 business days after the item received back.
A reprint or replacement may not be available when the issue resulted from customer-approved artwork, incorrect customer-supplied information, or another error that was approved before production.
Non-Defective Returns
Non-defective products may be returned by mail within 30 days of delivery.
To qualify for a return, the products must be:
- Unused
- In the same condition in which they were received
- Returned in their original packaging
All return requests are subject to review and approval.
Return Shipping Costs
Customers are responsible for the shipping cost when returning products by mail.
Any return shipping charges must be paid by the customer unless Elixir Packaging CA agrees otherwise in writing.
Refund Policy
Because many of our packaging products are custom-made according to customer-approved specifications, only a partial refund may be available in some cases.
Depending on the order, customization, production stage, and costs already incurred, Elixir Packaging CA may retain up to 40% of the product price and sample price.
This does not prevent Elixir Packaging CA from providing an appropriate reprint, replacement, correction, or other resolution for an approved manufacturing or order error.
Refund Processing
Approved refunds are generally processed within 5 business days after the returned products have been received and inspected.
The time required for the refunded amount to appear in your account may also depend on your bank, card issuer, or payment provider.
Customer-Approved Errors
Customers are responsible for carefully checking artwork and order details before final approval.
Refunds, reprints, or replacements may not be provided for errors that were visible in customer-approved artwork, including:
- Spelling mistakes
- Incorrect phone numbers
- Incorrect website addresses
- Incorrect customer-supplied text
- Approved artwork placement
- Incorrect customer-supplied graphics or information
Manufacturing or printing errors caused by Elixir Packaging CA will be reviewed separately.
How to Request a Return or Report a Problem
To request a return, report a defective product, or ask about a refund or reprint, contact us within the applicable time period.
Please include your order number and a clear explanation of the issue.
Our team will review your request and provide return instructions where applicable.
Elixir Packaging CA
3462 Angel Pass Dr
Mississauga, ON L5M 7N4
Canada
Phone: +1 (647) 558-3091
Email: sales@elixirpackaging.ca
Website: elixirpackaging.ca