Refund policy

Last updated: September 3, 2026

ElevenPack Limited, trading as 11Packaging ("11Packaging", "we", "us", or "our"), supplies standard products and made-to-order or personalized packaging. Because eligibility depends on the type of product and the stage of a custom project, please review this policy before placing an order.

Nothing in this policy limits any mandatory rights or remedies available to you under applicable consumer law.

1. Standard, non-custom products

Subject to the conditions below, you may request a return of an eligible standard, non-custom product within 14 calendar days after the last item in the relevant order is delivered.

To be eligible for a change-of-mind return, the item must be:

unused, unwashed, unaltered, and in resalable condition;
in its original packaging, with labels and accessories where applicable; and
accompanied by proof of purchase.

Please contact us before returning any item. Returns sent without authorization, or to an address that we have not confirmed for that return, may be delayed or refused where permitted by law.

2. Custom, personalized, and made-to-order products

Products manufactured, printed, sized, finished, or otherwise prepared to your specifications are generally not eligible for a change-of-mind return once production or another irreversible custom-work stage has begun. This includes products made from artwork, dimensions, materials, colors, finishes, quantities, or other specifications approved or supplied by you.

This exclusion does not apply where mandatory law gives you a remedy, or where we confirm that the goods are defective, materially different from the approved specification, incorrectly supplied, or damaged in transit.

For custom orders, your approved digital proof, written specification, quotation, purchase order, and order confirmation form part of the agreed requirements. Screen displays, uncalibrated monitors, photographs, and digital mockups may not reproduce physical materials and colors exactly. Any production tolerance must be expressly stated and agreed for the relevant order; no tolerance is implied by this policy.

3. Damaged, defective, incorrect, or missing goods

Please inspect your delivery promptly. If goods arrive damaged, defective, incorrect, or incomplete, contact us as soon as reasonably possible at hello@11packaging.com and provide:

your order or quotation number;
a description of the issue and the quantity affected;
clear photographs or video of the products, outer carton, inner packaging, shipping label, and batch or item labels where relevant; and
any other reasonable information needed to investigate the claim.

For visible transit damage, reporting the issue within 7 calendar days of delivery helps us preserve carrier evidence. For other quality, quantity, incorrect-item, or fulfillment issues, please submit the claim within 30 calendar days of delivery so that we can investigate the relevant production and shipping records. These requested reporting periods do not shorten any mandatory statutory claim period or remove rights that cannot legally be excluded.

Do not discard affected goods or packaging until we confirm that they are no longer needed for inspection. We may request a reasonable sample or return of affected goods at our cost where necessary to verify the issue.

We aim to acknowledge a complete claim within 2 business days and provide an initial review or request for additional evidence within 5 business days. Complex technical or carrier investigations may take longer, in which case we will keep you informed.

If a claim is accepted, the appropriate remedy may include replacement, re-production, account credit, partial refund, or full refund, depending on the issue, the quantity affected, applicable law, and what is reasonably required to put the order right.

4. Return authorization and return address

To start a return or claim, contact:

Email: hello@11packaging.com
Phone / WhatsApp: +86 13771912320

If the return is approved, we will provide written instructions and the authorized return address for that order. Do not send returns to our correspondence offices unless we have expressly confirmed that address in writing.

5. Return shipping and other costs

For an accepted change-of-mind return of an eligible standard product, you are responsible for arranging and paying for tracked return shipping unless applicable law requires otherwise. Original shipping charges and import charges are not refundable except where required by law or where the return results from our confirmed error.

If we confirm that goods are defective, materially non-conforming, incorrectly supplied, or damaged due to our responsibility, we will arrange or reimburse reasonable return shipping where a return is required.

You remain responsible for securely packaging returned goods. We recommend using a tracked service and retaining proof of shipment.

6. Refunds

We will notify you after an authorized return or claim has been inspected and tell you whether the refund is approved.

For approved refunds, we will initiate payment to the original payment method within 3–7 business days after approval or, where a physical return is required, after the returned goods are received and inspected. Your bank, card issuer, or payment provider may need additional time to post the funds.

If more than 10 business days have passed after we confirm that a refund was initiated, contact hello@11packaging.com.

Any shorter or different mandatory refund deadline under applicable law will apply instead.

7. Exchanges

We do not guarantee direct exchanges. Where an eligible standard item is approved for return, the fastest option may be to place a separate order for the replacement after the return is approved. Custom-product remedies are handled according to Section 3.

8. Cancellations and order changes

For standard products that have not been fulfilled, we will review the request and cancel the order where operationally possible and legally required.

For custom or personalized orders, we will normally provide a full refund if the order is cancelled before design or proof work, tooling, plate-making, material allocation, production, or other irreversible custom work begins. If we have already incurred disclosed, order-specific costs — such as completed design or proof work, tooling, plates, allocated materials, production, inspection, storage, or freight booking — we may deduct or charge those costs only to the extent agreed, evidenced, and permitted by law.

Once custom production has begun, the order may no longer be cancellable for change of mind. This does not affect remedies for defective or non-conforming goods or any mandatory rights.

9. European Union and United Kingdom consumer rights

If you are purchasing as a consumer in the European Union or United Kingdom, mandatory distance-selling and withdrawal rights may apply. Custom-made or clearly personalized goods can be excluded from the general change-of-mind withdrawal right, but statutory rights relating to faulty, misdescribed, or non-conforming goods remain.

Where mandatory law provides greater protection than this policy, that law prevails.

10. Contact

Questions about returns, refunds, cancellations, or claims can be sent to hello@11packaging.com.