Terms of service
Last updated: September 3, 2026
These Terms of Service ("Terms") govern your access to and use of 11packaging.com and your purchase of products or services from ElevenPack Limited, trading as 11Packaging ("11Packaging", "we", "us", or "our"). By using the website, submitting an order, accepting a quotation, or purchasing from us, you agree to these Terms.
If you act for a company or other organization, you confirm that you have authority to bind that organization. Mandatory consumer rights that cannot legally be excluded remain unaffected.
1. Our store and platform
Our online store is hosted on Shopify. Shopify provides the commerce platform that enables us to offer products and services to you, but your purchase contract is with ElevenPack Limited unless an order document expressly states otherwise.
We may update, suspend, or discontinue website features where reasonably necessary. We do not guarantee that every product, option, market, currency, shipping method, or website function will always be available.
2. Product information
We take reasonable care to describe products accurately. Packaging appearance can vary because of material characteristics, manufacturing processes, lighting, photography, screens, and order-specific tolerances.
Images, renders, mockups, samples, and digital proofs are for evaluation in their stated context. A digital mockup is not a guarantee that every physical detail will appear identical. Order-specific specifications, approved proofs, material samples, quotations, and written confirmations take priority over general website images where they conflict.
Product dimensions, materials, compatibility, food-contact suitability, certifications, environmental claims, and regulatory requirements apply only when expressly stated for the relevant product, structure, destination market, and evidence scope. You are responsible for telling us about your intended use and market so that appropriate requirements can be reviewed.
3. Quotations and orders
A website listing, estimate, or quotation is an invitation to place an order unless it expressly states that it is binding. We may accept or reject an order for legitimate reasons, including availability, technical feasibility, pricing error, payment risk, sanctions or export restrictions, destination limitations, or inability to verify specifications.
An order is accepted when we send an order confirmation or otherwise confirm acceptance in writing. For quotation-based projects, the accepted quotation, purchase order, specification, proof, invoice, and written amendments form part of the contract.
You must check all order details before approval, including product, dimensions, material, quantity, artwork, spelling, colors, finish, delivery address, contact details, and intended market requirements.
If an accepted quotation, order confirmation, or separately signed agreement contains an order-specific term that conflicts with these general Terms, the order-specific term will control for that order to the extent of the conflict.
4. Pricing, currency, taxes, and payment
Prices and currencies are those shown at checkout or in the applicable quotation or order confirmation. Prices can change before an order is accepted. If a genuine pricing or configuration error occurs, we may contact you to correct or cancel the affected order and provide any refund required by law.
Taxes, duties, customs charges, brokerage fees, and import costs will be handled as stated at checkout or in the applicable quotation or order confirmation. Do not assume that such charges are included unless this is expressly stated.
Payment timing and method are governed by the checkout, invoice, or quotation. We may pause custom work, production, or shipment if an agreed payment is overdue, subject to applicable law.
5. Custom projects, artwork, and proofs
You must supply artwork and specifications in the requested format and confirm that you have the right to use them. Unless we expressly agree otherwise, you remain responsible for the accuracy, legality, spelling, claims, barcodes, regulatory statements, trademarks, and other content you provide or approve.
We may provide a proof or mockup for approval. Your approval authorizes us to proceed based on the approved version. Changes requested after approval may affect price, production timing, materials, or feasibility and require a revised confirmation.
We will not knowingly produce content that is unlawful, infringes third-party rights, is deceptive, or violates applicable platform or trade restrictions. We may refuse or pause work where a reasonable rights, safety, or compliance concern arises.
6. Intellectual property
The website, its original text, graphics, interface, code, brand elements, and other content owned or licensed by us are protected by applicable intellectual-property laws. You may use the website for evaluating and purchasing our products, but you may not reproduce, scrape, republish, sell, reverse engineer, or commercially exploit protected content without permission or another lawful basis.
You retain ownership of artwork and materials you own and provide to us. You grant us a limited license to use, reproduce, adapt, and transmit those materials only as reasonably necessary to evaluate, quote, manufacture, quality-check, fulfil, and support your order. We will not publicly present your artwork or finished project as a case study without permission.
You represent that customer-supplied materials do not infringe third-party rights. Business customers will be responsible for substantiated third-party claims caused by materials they supplied or instructions they gave, except to the extent the claim was caused by our unauthorized change or wrongful conduct.
7. Samples and production variation
Samples help evaluate form, material, size, or print direction, but a sample may not reproduce every feature of a later production run unless the order documents expressly say so. Natural, recycled, coated, printed, formed, and manufactured materials can have reasonable batch variation.
Any acceptable dimensional, color, quantity, or production tolerance must be stated in the relevant specification, quotation, proof, or order confirmation. We do not adopt another supplier's tolerance merely because it appears in an industry document or competitor policy.
8. Shipping, delivery, title, and risk
Shipping options, estimates, charges, destination availability, and import arrangements are described in our Shipping Policy and the applicable checkout, quotation, or order confirmation.
Delivery dates are estimates unless we expressly agree to a guaranteed date in writing. Production time and carrier transit time are separate. We will provide the notices and remedies required by applicable law if a material delay occurs.
Title and risk transfer as stated in the applicable order confirmation, shipping term, or mandatory law. Where no special shipping term is agreed, mandatory consumer rules will apply to consumer orders.
9. Returns, refunds, cancellations, and claims
Returns, refunds, cancellations, and claims are governed by our Return and Refund Policy, the applicable order documents, and mandatory law. Custom or personalized goods may have different change-of-mind eligibility from standard products.
10. Your account and information
You must provide current, complete, and accurate purchase, contact, billing, and shipping information. You are responsible for protecting your account credentials and for activity conducted through your account to the extent permitted by law. Notify us promptly if you suspect unauthorized access.
Our handling of personal data is described in our Privacy Policy.
11. Acceptable use
You must not use the website or our services to:
- break applicable law or infringe another person's rights;
- introduce malware, harmful code, automated abuse, or security attacks;
- scrape or collect information without a lawful basis or permission;
- submit false, fraudulent, misleading, or unauthorized orders or content;
- interfere with the website, another customer, or our operations; or
- produce or distribute unlawful, infringing, deceptive, or unsafe packaging content.
We may restrict access or cancel an affected transaction where reasonably necessary to address such conduct, subject to applicable law and any required refund.
12. Third-party services and links
The website may use or link to third-party services, including payment, shipping, analytics, communication, or commerce providers. Their services can be subject to separate terms and privacy practices. We are not responsible for unrelated third-party content or services that we do not control, but this does not exclude responsibility that applicable law places on us.
13. Disclaimers
To the maximum extent permitted by law, the website is provided on an "as available" basis. We do not warrant uninterrupted access or that every website error will be corrected immediately.
Nothing in these Terms excludes warranties, guarantees, liabilities, or remedies that cannot legally be excluded, including mandatory consumer protections.
14. Limitation of liability
To the maximum extent permitted by law, neither party is liable to the other for indirect or consequential loss that was not reasonably foreseeable when the contract was made. For business customers, we are not liable for loss of profit, revenue, production, opportunity, goodwill, or anticipated savings unless the applicable order document expressly says otherwise.
Our aggregate liability arising from a particular order will not exceed the amount paid or payable for the affected goods or services, except where a higher or unlimited liability is required by law.
Nothing in these Terms limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, wilful misconduct, infringement of rights for which liability cannot be limited, or any other liability that applicable law does not permit us to exclude or limit.
15. Events outside reasonable control
Neither party is responsible for delay or failure caused by events outside its reasonable control, including natural disasters, epidemic restrictions, war, civil disturbance, government action, carrier disruption, port congestion, labor dispute, utility or communications failure, or major supply interruption. The affected party must take reasonable steps to reduce the impact and communicate material delays. This section does not remove cancellation, refund, or other rights that mandatory law provides.
16. Changes to these Terms
We may update these Terms for legal, operational, security, or service reasons. The version published when an order is accepted generally governs that order unless a later change is required by law or agreed with you. The "Last updated" date identifies the current website version.
17. Severability and waiver
If a provision is found unenforceable, it will be limited or removed only to the minimum extent necessary, and the remaining provisions will continue in effect. A delay in enforcing a right is not a waiver of that right.
18. Governing law and disputes
These Terms and any non-contractual obligations arising out of or in connection with them are governed by the laws of the Hong Kong Special Administrative Region.
If you are a business customer, the courts of Hong Kong SAR have exclusive jurisdiction over disputes arising out of or in connection with these Terms or an order, unless an accepted order-specific agreement states otherwise.
If you are a consumer, this choice of law and jurisdiction does not deprive you of any mandatory protections, remedies, or rights to bring proceedings that are available under the laws of your country of residence.
Before starting formal proceedings, please contact us so the parties can try to resolve the issue in good faith.
19. Contact information
ElevenPack Limited, trading as 11Packaging
Email: hello@11packaging.com
Phone / WhatsApp: +86 13771912320
Website: https://11packaging.com
Hong Kong correspondence office:
UNIT 1111, 11/F, Hollywood Plaza
610 Nathan Road
Mong Kok, Hong Kong
Suzhou correspondence office:
No. 168 Yuxin Road
Suzhou Industrial Park
Suzhou, Jiangsu Province, China