Returns & Replacement Policy

Effective Date: January 1, 2026

At Altis Packs, every packaging solution is manufactured according to customer-approved specifications. As our products are customized, returns and replacements are handled carefully to ensure fairness and quality.

Custom-Manufactured Products

Since most products are made to order, custom-manufactured packaging cannot be returned simply because of:

• Change of mind
• Incorrect dimensions or quantities ordered by the customer
• Design/branding changes after structural proof approval
• Customer specification or layout proofing errors
• Internal business requirement changes

Eligible for Replacement

Replacement requests may be considered if:

• Products were damaged during transit or logistics transportation (subject to carrier verification).
• The delivered products do not match the approved CAD dielines or specifications.
• A confirmed manufacturing defect affects product compression quality, burst strength, or basic usability.
• Incorrect product styles or dimensions were supplied by Altis Packs.

All claims are subject to thorough inspection and verification by our quality control laboratory.

Reporting Issues

To help us resolve issues quickly, please notify our support team within 7 business days of delivery. Please include:

• Original order number and invoice copy
• High-resolution product photographs
• Detailed description of the structural or printing issue
• Quantity of affected box units

Our quality assurance team may request additional physical samples to investigate the claim.

Inspection Process

Upon receiving your claim, our quality team will review the details and, if necessary, inspect the products. If the claim is approved, Altis Packs may, at its discretion:

• Replace the affected products on our next production run.
• Repair the issue where technically feasible.
• Offer an appropriate commercial resolution or credit memo.

Non-Eligible Cases

Returns or replacements will generally not be accepted for:

• Products manufactured exactly according to customer-approved artwork or specifications.
• Damage caused by improper storage, damp warehouse conditions, or secondary transit after delivery.
• Normal wear and tear under standard logistics conditions.
• Products altered or modified by the customer.
• Claims reported after the specified 7-day notification period.

Limitation of Liability

Our responsibility is limited to the replacement or resolution of the affected products. We are not liable for indirect, incidental, or consequential losses, including production line delays, loss of business, or loss of profits resulting from the use or inability to use our products.

Contact Us

For return or replacement assistance, please contact our customer desk: