1. Scope

This policy applies to:

Standard, non-custom products purchased directly from Total Choice Packaging.

Custom or made-to-order packaging produced according to your specifications.

If you obtained our products through a third-party marketplace or distributor, please follow that seller's specific return procedures where applicable.

2. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any consumer rights you may have under the Competition and Consumer Act 2010 (Cth) or other relevant legislation. If a product we sell fails to meet a consumer guarantee, you are entitled to certain remedies, which may include repair, replacement, or refund.

3. Returns for Standard Products

3.1 Eligibility Criteria

Time Frame

You must request a return authorisation within 14 days of receiving your order.

Condition of Goods

Products must be unopened, unused, and in original packaging. Items that have been partially used or damaged after delivery are not eligible for return (unless they are faulty under consumer law).

Proof of Purchase

A valid order number or receipt is required for any return.

3.2 Return Authorisation

Contact Us First

Email or call our customer service to obtain a Return Authorisation (RA) number and return instructions. Returns without authorisation may be refused.

Return Shipping Costs

Unless the product is confirmed faulty or incorrectly supplied, the cost of return shipping is your responsibility. We recommend using a trackable shipping method.

3.3 Inspection & Refund

Once we receive your returned items, we will inspect them to confirm they are in acceptable condition.

If approved, a refund will be issued to your original payment method (excluding any shipping fees, which are non-refundable unless the error was ours).

If the items are not in resalable condition, we may refuse the return or offer a partial refund at our discretion.

4. Non-Returnable Custom Packaging

4.1 Made-to-Order & Branded Items

Custom Packaging (e.g., with your logo, specific design, or custom sizing) is not eligible for return or refund once production has begun, unless the items fail to meet a consumer guarantee (e.g., they are faulty or significantly different from the approved design).

4.2 Final Proof Approval

Before production, we provide proofs or samples for your approval.

Changes & Corrections

It is your responsibility to review and confirm the final proof. We will not accept returns or issue refunds for errors (e.g., typos, colour mismatches) once you have approved the proof, unless they are our manufacturing mistakes that deviate from the approved design.

4.3 Defective Custom Goods

If you receive custom goods that are materially different from your approved proof or that fail to meet agreed specifications, please notify us within 7 days of delivery.

Depending on the nature of the defect, we may offer a repair, replacement, or partial/full refund in line with Australian Consumer Law requirements.

You may be asked to provide photos or return a sample so we can evaluate the issue.

5. Faulty or Incorrect Items

5.1 Reporting Damage or Defects

Time Frame

Report any product faults or shipping damages within 7 days of delivery.

Evidence

Include photos or videos of the defect/damage, as well as packaging labels if relevant.

5.2 Resolution Options

If the item is confirmed faulty, damaged during transit, or was supplied incorrectly (e.g., wrong product), we may:

Provide a prepaid shipping label or reimburse your return costs.

Offer a replacement, repair, or refund depending on the circumstances.

5.3 Partial Fault or Damage

If it's found that items were damaged due to misuse or improper storage after delivery, you may not be eligible for a full refund or replacement.

6. Refund Processing

6.1 Refund Method

Approved refunds will be issued using the original payment method (credit card, PayPal, direct deposit, etc.).

6.2 Refund Timeline

Please allow up to 7–10 business days after we approve the return for the refund to appear, depending on your payment provider.

6.3 Shipping Fees

Original shipping fees are generally non-refundable unless the return is due to our error or a product defect covered by consumer law.

7. Restocking Fees (If Applicable)

At our discretion, we may charge a restocking fee for standard goods returned outside of normal policy guidelines or if items require repackaging. The fee amount will be communicated prior to processing your return.

8. Exchanges

For standard, non-custom products:

If you need a different size or product, we recommend returning the unwanted item (if eligible) and placing a new order for the correct item. This ensures faster processing and reduces the chance of stock issues.

9. Additional Notes

9.1 Third-Party Purchases

If you bought our products through another retailer or website, please contact them directly for their return procedures.

9.2 Order Mistakes on Your End

If you accidentally ordered the wrong item or quantity, let us know as soon as possible. We may be able to cancel or modify your order before it ships, but once dispatched, normal return rules apply.

10. Contact Us

If you have any questions or concerns about returns or refunds, please reach out to our customer service:

11. Policy Updates

We reserve the right to update or modify this Return & Refund Policy at any time. Any changes become effective immediately upon posting to our website. Your continued use of our services or purchase of goods following any changes indicates your acceptance of the revised policy.