Because Genie Packaging products are manufactured to order according to each client’s approved specifications, we’re generally not able to accept returns or exchanges for correctly produced packaging. This policy outlines the situations where a reproduction, exchange, or credit is available.
Eligible for Exchange or Reproduction
- A confirmed manufacturing or printing defect
- Incorrect material, size, or finishing caused by a Genie Packaging production error
- A confirmed short shipment against your order confirmation
- Shipping damage, reported within 7 calendar days of delivery with photos of the packaging and affected items
Not Eligible for Exchange
- Errors that were present in and approved on the final digital proof
- Normal, industry-standard variation in color, texture, or material between digital proofs and finished packaging
- Products that have been used, altered, or damaged after delivery
- Delays or issues resulting from an incorrect delivery address supplied by the customer
- Change of preference after an order has been approved and produced
How the Process Works
Contact our support team with your order number, a description of the issue, and clear photos or video. Our quality-control team reviews each claim; because reprinting is generally more practical for custom packaging than a physical return, approved claims are typically resolved through a free reprint or replacement rather than a traditional return. In some cases, we may offer production credit toward a future order instead.
Timelines
Reproduction and replacement timelines depend on the product and current production schedule, and will be communicated once your claim is approved. We ask customers to retain the original packaging materials until a claim is resolved, as they may be needed for our quality-control review.
Contact Us
- Email: info@genie-packaging.com
- Phone: (+1) 435 485 232
