Last Updated: November 2025
At Packara, we take pride in the quality of our custom-printed products. Because each item is made to order, returns are generally not accepted unless required under the Australian Consumer Law (ACL). This policy outlines when you may be eligible for a refund, reprint, or replacement.
As all Packara products are custom-made and manufactured to order, we do not offer refunds, exchanges, or returns for:
Change of mind
Incorrect selection of quantities, sizes, materials or finish
Unexpected outcomes based on customer assumptions
Situations where the customer decides the product is no longer required or is required to withdraw a product from the market
This applies even if the order has not yet entered production as materials and scheduling may already be allocated.
Under the ACL, you are entitled to a replacement or refund if your product:
Has a major failure, or
Is significantly different from the description or sample shown
You are also entitled to have the product repaired or replaced if the issue is minor and can be corrected.
Nothing in this policy limits your rights under Australian law.
Packara may offer a reprint or refund if one of the following applies:
Examples include:
Print quality errors (not caused by supplied artwork quality)
Incorrect cutting, folding, or finishing (if outside of industry tolerances)
Incorrect quantity supplied
Incorrect product delivered
If Packara produces a product that clearly differs from the approved design or order specifications.
If the delivered quantity is less than the ordered quantity, Packara may choose to credit or refund the pro-rata value of the shortfall rather than reprinting.
If the product arrives damaged, Packara may provide a replacement or refund after reviewing evidence.
Packara is not responsible for issues caused by customer-provided files, including:
Low-resolution or blurry images
Colour variations as outlined in point 5.
Typographical errors, spelling mistakes, or incorrect information
Incorrect bleed, margins, or layout issues including art supplied by the customer that is upside down or positioned incorrectly within product templates
Poor-quality design elements supplied by the customer
Artwork supplied that does not meet our specifications
If the customer has reviewed a pre-production digital proof or sample and has approved the order for production
Variations inherent to printing processes (within acceptable tolerance levels)
Incorrect delivery address supplied by customer
Delays caused by courier or third-party service providers
Reprints may be offered at additional cost if the customer wishes to correct these issues.
Due to differences in screen displays, printing processes, and materials, colour variations may occur. Slight variation is not considered a printing defect and is not eligible for a refund or reprint. Packara recommends that customers refer to our Artwork Guidelines and FAQ to better understand how the final product may differ from supplied art.
Where Packara offers to a reprint due to a manufacturing fault or damage it will only apply to reproducing the original approved design. Any changes made to artwork that is subject to a reprint will be deemed a new order and require additional payment.
To lodge a quality claim, you must contact Packara within 7 days of receiving your order.
Please include:
Your order number
A description of the issue
Clear photos showing the problem (and packaging if damaged in transit)
Send all claims to: [email protected]