1. Scope of Application
This policy applies to all HLunPACK products, including packaging materials (printed films, bags, boxes), customized packaging products, and packaging machinery.
2. Custom Products Policy
As most HLunPACK products are custom-manufactured, including printing artwork, dimensions, structure, and materials, the following terms apply once production is confirmed:
• No returns or cancellations are accepted without valid quality-related reasons
• Approved artwork, specifications, and samples shall be the final basis for production
• Production will proceed strictly according to customer-confirmed files
3. Tooling / Plate Fee Policy
• All tooling fees, plate fees, and sampling costs are one-time charges
• These fees are non-refundable once production preparation has started
• Cancellation or order modification does not affect incurred tooling costs
4. Quality Issue Handling
If any quality issue is identified upon receipt of goods, customers must report it within 7 days with the following evidence:
• Clear photos or videos
• Order number and batch information
If the issue is confirmed as HLunPACK’s responsibility, we will provide one of the following solutions:
• Product replacement
• Partial or full refund
• Credit note or price compensation
5. Shipping Damage
Any damage caused during transportation must be reported immediately upon receipt. Supporting evidence must be provided for claim processing.
Claims will be handled according to applicable shipping insurance and logistics terms.
6. Non-Returnable & Non-Refundable Cases
Refunds or returns will not be accepted in the following situations:
• Errors, missing information, or incorrect files provided by the customer
• Minor variations within acceptable industrial production tolerances
• Products that have been used or damaged after delivery
• Order cancellations or specification changes initiated by the customer after confirmation
• Custom products with approved artwork already in production
7. Packaging Machinery Policy
For packaging machinery:
• Machines are fully tested and inspected before shipment
• Returns are generally not accepted after shipment
• In case of operational issues, HLunPACK will provide remote technical support or on-site assistance when necessary
• Solutions may include troubleshooting, component replacement, or technical adjustment
8. Refund Processing Time
Approved refunds will be processed within 7–15 business days, using the original payment method unless otherwise agreed.
9. Policy Principle
HLunPACK is committed to delivering reliable, high-quality packaging solutions and maintaining fair, transparent, and professional cooperation with all customers worldwide.
We aim to ensure mutual protection for both customers and manufacturing processes through clear communication and structured procedures.
