At CBD Box Lab, we are committed to providing businesses with professionally manufactured custom packaging that meets the specifications agreed upon during the ordering process. Because our products may be custom-designed, custom-sized, printed, finished, and manufactured specifically for each customer, certain orders may not be eligible for cancellation, return, or refund once production has started.
This Refund Policy explains when refunds, replacements, credits, or other remedies may be available for orders placed through CBD Box Lab in the United States. By placing an order with us, you acknowledge and agree to the terms of this Refund Policy.
Custom Packaging Orders
Most products sold by CBD Box Lab are custom-made according to customer specifications. These specifications may include dimensions, materials, quantities, artwork, colors, printing methods, coatings, finishes, inserts, closures, and other customization requirements. Because custom packaging cannot ordinarily be resold to another customer, custom orders may become non-refundable once the order has been approved for production or manufacturing has started. Before production begins, customers are encouraged to carefully review all specifications, artwork, measurements, quantities, shipping information, and other order details.
Order Approval and Proofs
Where a digital proof, artwork proof, structural sample, or production sample is provided, the customer is responsible for reviewing the information before approving production. Once the customer approves a proof or provides authorization to proceed, CBD Box Lab may begin production based on the approved specifications. Errors that were included in customer-approved artwork or specifications generally do not qualify for a refund or free replacement. Customers should verify:
- Product dimensions
- Box style
- Material
- Quantity
- Artwork
- Text and spelling
- Logos
- Colors
- Images
- Finishes
- Inserts
- Product information
- Shipping address
- Other customized specifications
Cancellations Before Production
Customers may request cancellation before production begins. A cancellation request does not automatically guarantee a refund. Our team will determine whether the order has already entered artwork preparation, sampling, material procurement, printing, manufacturing, finishing, or another production stage. If production has not started and no non-recoverable costs have been incurred, CBD Box Lab may approve a cancellation and issue an applicable refund. If costs have already been incurred, we may deduct those costs from the amount refunded where permitted by applicable law and the customer’s order terms.
Cancellations After Production Begins
Once custom packaging has entered production, cancellation may no longer be possible. Custom boxes and printed packaging are manufactured specifically according to the customer’s requirements. After materials have been purchased, artwork has been processed, printing has started, or manufacturing has begun, we may be unable to recover those costs.
Therefore, orders that have entered production are generally non-cancellable and non-refundable, except where a refund or other remedy is required because of an error attributable to CBD Box Lab or applicable law.
Customer-Caused Errors
Customers should carefully inspect proofs before approving production. If an error was clearly visible in an approved proof and the customer authorized production, the order generally will not qualify for a free remake or refund because of that error. CBD Box Lab is not responsible for errors that originate from customer-provided information or customer-approved artwork. Examples include:
- Incorrect spelling
- Incorrect dimensions supplied by the customer
- Incorrect product information
- Incorrect logos
- Incorrect colors requested by the customer
- Low-resolution artwork supplied by the customer
- Incorrect shipping address
- Incorrect quantity ordered
- Failure to communicate required specifications
- Approval of an incorrect proof
Manufacturing Errors
We stand behind the quality of our manufacturing. If the finished packaging materially differs from the approved specifications because of a manufacturing error attributable to CBD Box Lab, customers should contact us as soon as possible. Depending on the circumstances, we may provide one or more of the following remedies:
- Replacement packaging
- Reproduction of affected items
- Partial refund
- Store credit
- Other reasonable resolution
The appropriate remedy will depend on the nature and extent of the manufacturing issue. Minor variations that are normal within commercial printing and manufacturing tolerances may not constitute a manufacturing defect.
Color Variations
Customers should understand that colors displayed on computer monitors, smartphones, tablets, and other digital screens may differ from printed colors. Differences may also occur between digital proofs, physical samples, previous production runs, and final printed packaging due to differences in screens, substrates, inks, printing processes, coatings, and production conditions.
For important brand-color requirements, customers should discuss color matching requirements with our packaging team before production. Where exact color matching is required, appropriate color specifications or physical references may be necessary.
Damaged Packaging
Customers should inspect shipments promptly after delivery. If packaging arrives visibly damaged, customers should photograph the shipping carton, damaged packaging, shipping label, and affected products before disposing of any materials. Claims for shipping damage should be submitted to CBD Box Lab as soon as reasonably possible after delivery. Where the carrier is responsible for transportation damage, CBD Box Lab may assist with the applicable claim process. To evaluate a damage claim, we may request:
- Order number
- Photographs
- Video evidence where available
- Description of the damage
- Number of affected units
- Shipping information
- Photographs of the external shipping carton
Incorrect or Missing Items
If you receive the wrong product, incorrect quantity, or an item that was omitted from your order, contact us promptly. We may request photographs, packaging information, order details, and other evidence necessary to investigate the issue.
If our investigation confirms that CBD Box Lab shipped an incorrect or incomplete order, we may provide a replacement, correction, credit, or refund for the affected portion of the order.
Standard, Non-Custom Products
If CBD Box Lab offers any standard, non-custom products that are eligible for return, those products may be subject to different return and refund requirements. Unless otherwise stated on the applicable product page or order confirmation, returned standard products must generally be unused, undamaged, and in resalable condition.
Custom-printed, personalized, altered, or manufactured-to-specification products are not treated as standard return merchandise.
Refund Processing
When a refund is approved, CBD Box Lab will generally process it through the original payment method where practical. The time required for the funds to appear in the customer’s account may depend on the customer’s bank, credit-card company, payment processor, or other financial institution.
Where a refund is required because CBD Box Lab cannot ship merchandise within the applicable promised timeframe, federal rules may require specific notification and refund procedures. The FTC’s Mail, Internet, or Telephone Order Merchandise Rule requires sellers to have a reasonable basis for advertised shipping representations and establishes requirements for delays and refunds.
Shipping Delays
CBD Box Lab makes reasonable efforts to communicate accurate production and shipping estimates. However, production schedules can occasionally be affected by circumstances such as material shortages, manufacturing interruptions, equipment problems, carrier delays, weather events, or other circumstances outside our reasonable control.
If we determine that an order cannot be shipped within the applicable promised timeframe, we will provide appropriate information concerning the delay and available options as required by applicable law.
For Internet orders covered by the FTC’s Mail, Internet, or Telephone Order Merchandise Rule, sellers must generally have a reasonable basis for their shipping representations and follow required procedures when they cannot ship within the promised period or, when no period is stated, within 30 days.
Refunds for Unshipped Merchandise
Where applicable federal law requires cancellation and a prompt refund because merchandise cannot be shipped as required, CBD Box Lab will follow the applicable legal requirements.
The FTC explains that when a seller cannot meet the applicable shipping timeframe, customers may need to be given the opportunity to consent to a delay or cancel the order and receive a prompt refund.
Nothing in this policy is intended to limit any refund or cancellation right that cannot legally be waived under applicable federal or state law.
Non-Refundable Situations
Except where required by law, refunds generally will not be available for:
- Customer-approved artwork errors
- Customer-provided incorrect specifications
- Incorrect dimensions supplied by the customer
- Customer-requested design changes after production
- Change of mind after production begins
- Products manufactured according to approved specifications
- Incorrect information supplied by the customer
- Delays caused by inaccurate customer information
- Failure to inspect an approved proof
- Normal commercial printing variations
- Minor color differences within reasonable production tolerances
- Products damaged after delivery due to customer handling or storage
Design Changes
If you request a change after approving artwork or beginning production, additional charges may apply. Depending on the production stage, a requested change may require new artwork preparation, materials, plates, printing, manufacturing, or other production work. If the change cannot reasonably be implemented after production begins, CBD Box Lab may be unable to accommodate the request.
How to Request a Refund or Resolution
Providing complete information helps us investigate your request efficiently. Our team may review the original quotation, approved artwork, proof, production specifications, shipping records, photographs, and other relevant information before determining the appropriate resolution. To request a refund, replacement, credit, or order correction, contact CBD Box Lab with your order information. Please include:
Order Number:
Customer Name:
Email Address:
Product Ordered:
Description of Issue:
Requested Resolution:
Photographs or Supporting Evidence:
Refund Review
Every refund or replacement request is reviewed based on the individual circumstances of the order. We aim to resolve legitimate issues fairly while protecting customers and maintaining accurate manufacturing standards. Our review may consider:
- The original order specifications
- Approved proof
- Production status
- Manufacturing records
- Quantity affected
- Nature of the defect
- Shipping condition
- Customer-provided information
- Applicable contractual terms
- Applicable federal and state law
Changes to This Refund Policy
CBD Box Lab may update this Refund Policy from time to time to reflect changes to our business practices, products, services, or applicable legal requirements. The updated policy will be posted on this page with a revised effective date. Customers should review the policy applicable to their order at the time of purchase.
Contact CBD Box Lab
If you have questions about this Refund Policy, your custom CBD packaging order, or an existing refund request, please contact CBD Box Lab through the contact information provided on our website.
CBD Box Lab
United States
When contacting us about an order, please provide your order number so our team can locate the relevant specifications and production records.
Important Notice
This Refund Policy is intended to establish general business procedures for CBD Box Lab. It is not legal advice and does not replace applicable federal, state, or local law. Because refund, cancellation, consumer-protection, and custom-order requirements can vary by jurisdiction and transaction, CBD Box Lab should have this policy reviewed by qualified U.S. legal counsel before publication and should ensure that its actual refund practices consistently match the policy.