Refund & returns policy
Last updated: 8 September 2026
Market version
You are viewing the Australia version of these Refund & Returns Policy.
Choose the market that applies to your quotation or order. Network location may be used to suggest a relevant market, but it never changes the legal version automatically. If you are travelling or using a VPN, select the market that applies to your order.
Custom-made packaging
Zero Pack packaging is generally made specifically to the customer's approved artwork, size, print and specification. For that reason, custom-made packaging cannot generally be returned or refunded because of a change of mind after production has commenced.
This policy does not remove any right or remedy that cannot lawfully be excluded and does not prevent a customer from raising a genuine manufacturing defect, shortage, transit-damage or specification issue.
Before production starts
If you need to cancel or change an order, contact us as soon as possible. Whether a cancellation or change can be accepted depends on the stage of artwork, material preparation and production, and on costs already committed for the order.
After production starts
Once custom production has begun, cancellation or substantial changes may no longer be possible. Costs already incurred for custom materials, tooling, printing, production, freight bookings or other order-specific work may remain payable.
Manufacturing tolerances are not automatically defects
Custom manufacturing can involve approved or normal production tolerances. Unless a different tolerance is stated for the order, final production quantity may vary by up to plus or minus 10% from the requested quantity. Print appearance can also vary from screen proofs and between substrates or print processes.
A variation within an agreed specification or disclosed manufacturing tolerance is not treated in the same way as a product that materially fails to meet the approved specification.
If there is a problem with your order
Please inspect delivered goods promptly and contact us as soon as reasonably possible if you believe there is a manufacturing defect, material shortage, transit damage or material difference from the approved specification.
To assess the issue we may ask for photographs, carton labels, counts, samples, the approved artwork or specification, and other information reasonably relevant to the claim.
How issues are resolved
The appropriate resolution depends on the nature and extent of the issue, the agreed specification, the evidence available and any rights that apply by law. Where a claim is substantiated, possible outcomes may include correction, replacement, credit or another reasonable remedy agreed for the circumstances.
Contact
To raise an order issue, email hello@zeropack.co with your quote or invoice number and a description of the issue.