Supr Pack’s Return & Refund Policy.
Supr Pack’s Return, Refund and Exchange Policy:
What is a stock product?
Stock Products are those that don't receive any additional customisation, like printing, size, or color changes. They have already been produced and are ready to dispatch.
What is a Custom Product?
Custom products are those that can have the customer's design or colors printed on them as desired.
We have separate policy for Stock products and Custom products!
What is the duration of Supr Pack’s return policy?
No pick-up is available. We have a 14 day return/refund/exchange policy, which means you have 14 days after receiving your item to request a return based on the scenarios & category (stock and custom products) mentioned below, we request you to kindly go through the policies based on the categories:
Stock products policy:
Under which circumstances I can return/exchange or get a refund for stock/plain products?
- Wrong product shipped
- Size misjudgement
- Damage
- Any other issue related to the product
Stock/Plain products list (All colors, variants & sizes):
- Stock/Plain bubble mailers
- Stock/Plain shipping mailers
- Stock/Plain tissue papers
- Stock/Plain ribbon
- Stock/Plain shipping labels
Kindly raise a query here or email us on hello@suprpack.com.au or call us on +61 422 453 240 within 14 days from the date of delivery and our team will get back to you within 24-48 working hours. Once we receive the request, we will provide the resolution through email and will close the case within 5-7 working days from the date of issue initiated.
Custom products policy:
Under which circumstances I can return/exchange or get a refund for custom products?
Your custom product orders are eligible for returns only if the dispatched order have:
- designing, printing, alignment, size, color, quality issue at Supr Pack’s end, because customised product mock up authorisation is taken over email before starting the production.
If you think you faced any issue as mentioned in above point then you can raise the request here or email us on hello@suprpack.com.au within 14 days from the date of delivery and our team will get back to you within 24-48 working hours. Once we receive the request, we will provide the resolution through email and will close the case within 5-7 working days.
Custom Products mentioned in below list (all variants, color, shapes & sizes):
- Custom cards
- Custom tags
- Custom mailers
- Custom tissues
- Custom stickers
- Custom bubble mailers
- Custom garment bags
- Custom ribbon
Who will bear the freight charges in case of return or exchange?
If customer wants to return/exchange the product and has no admissible issue explained above then customer needs to pay fixed $5 order processing fee and shipping charges as per product order quantity, weight and logistic fee (as per AustPost charges).
If the dispatched order has size, color, quality issue or has been received by the customer in a damaged and unusable condition at Supr Pack’s end then Supr Pack will replace your products with no return cost & will bear all the freight charges and Supr Pack will manage the return procedure and share the shipping label to customer and customer has to deliver to the nearest post office for return. Once we received the return item, we will inspect in 24-48 hours and dispatch the new order.
Return/exchange delivery address may vary depending on the product and you may not use the return address mentioned on the delivered order. Supr Pack team will provide the return shipping label with return delivery address.
If the product is not available, customers can choose to buy a different product or request a refund. In these such cases, Supr Pack will credit 100% amount without any deduction in 24-48 working hours and the funds will be credited in the customers account within 5-7 working days. We will close this issue within 5-7 working days from the date of issue raised. If you still face any issue, you can contact us here or email on hello@suprpack.com.au or call us on +61 422 453 240.
Other standard requirements eligibility for return/refund/exchange for all products mentioned above:
To be eligible for a return/exchange/refund, your order must meet above mentioned requirements (for stock and custom product respectively) and should be unused, full quantity and has original packaging.
Supr Pack will manage the return procedure & provide shipping label to return the order over email.
Damages and Issues
Please inspect your order carefully once you receive it and contact us immediately at hello@suprpack.com.au or call us on +61 422 453 240
if the item is defective, damaged or if you received the wrong item so we can evaluate the issue and look into return/exchange at no additional cost and get back to you within 24-48 working hours. Once we receive the request, we will provide the resolution through email and will close the case within 5-7 working days.
What happens if your order is not delivered as per lead time and you want to claim a refund?
Supr Pack's team is working hard to produce & dispatch the product on time and make sure it is delivered on time. But after dispatching the order, we do not have any control if it is delayed by the logistic provider and there will no refund/compensation issued by Supr Pack. If it is delayed by Supr Pack (production issue), this will be informed to the customer via email and a mutual decision will taken on a case to case basis.
Refunds & Settlement procedure:
Once the issue is resolved, Supr Pack team will initiate the refund with in 24 hours and it will take 5-7 business days to get credited from the date of approval and refunds will be credited in the respective mode of payment and there is no refund charges will be applicable in case of issue was at Supr Pack's end. If customer wants a refund incase of change of mind or product not needed anymore then the refund charges of up to 5% will applicable on the order amount & return charges with delivery cost as explained above. We will share the final settlement amount over the email.
For refund issues, you can contact us here or email us on hello@suprpack.com.au
We are open Monday - Friday - 12pm to 4pm to resolve any kind of issues related to return, refund & exchange.