Every product Genie Packaging manufactures is custom-made to each client’s specifications, artwork, and dimensions. Because of this, standard “change of mind” refunds do not apply once an order enters production. This policy explains when cancellations, refunds, and credits are available.

Order Cancellation Window

Orders may be cancelled free of charge at any point before the digital proof is approved. Once a proof is approved, production begins promptly, and orders can no longer be cancelled. Any design, material, or setup costs already incurred at that point become non-refundable.

Refund Eligibility

Refunds or production credits are considered in the following situations:

• A verified Genie Packaging manufacturing or production error
• Confirmed shipping damage, reported with photo evidence
• A confirmed short quantity relative to your order confirmation
• An order not shipped within the timeframe committed at order confirmation, due to a Genie Packaging delay

Situations Not Eligible for Refund

• Errors present in the artwork or specifications approved in the final digital proof
• Delays caused by late, incomplete, or incorrect files or information provided by the customer
• Minor color or material variations that fall within normal industry tolerance
• Change of preference or “buyer’s remorse” after proof approval

How to Request a Refund or Cancellation

Refund and cancellation requests must be submitted in writing to our support team within 7 calendar days of delivery, including your order number, a description of the issue, and supporting photos where applicable. Our team reviews each claim and will respond with a decision, typically within a few business days.

Refund Processing

Approved refunds are issued to the original payment method and typically processed within 7–10 business days of approval. Deposits and partial payments made toward an order become non-refundable once production has started, except where a refund is approved under the eligibility terms above.

Contact Us

To cancel an order before proof approval, or to submit a refund request, contact:

• Email: info@genie-packaging.com
• Phone: (+1) 435 485 232