← Packery

Returns & Refunds

We want the packaging to be right first time. When it isn't, here's how we fix it.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty, or not what you ordered, we'll make it right — a free replacement or a full refund, including any return freight. This is on us, not you.

Tell us within 7 days of delivery and include a photo of the issue and the carton label. Photos let us claim with the supplier and get your replacement moving the same day.

Change of mind

Ordered the wrong size or no longer need it? We accept returns of unopened, full cartons in original condition within 14 days of delivery. Return freight is at your cost, and a restocking fee may apply on supplier-direct lines.

For hygiene reasons we can't accept opened or part-used cartons of food-contact packaging (cups, containers, cutlery, napkins, straws). Custom-printed items are made to order and can't be returned unless they're faulty.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that can't be excluded — you're entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality.

Refunds

Once your return is approved (or a faulty item confirmed), we refund to your original payment method within 5 business days. All orders are prepaid, so there's no invoice to reconcile — the refund goes straight back the way you paid.

Start a return

Email or call us with your order number and, for damaged or faulty items, a photo. We'll reply with next steps within one business day.