Luxsome Packaging creates customised packaging systems based on each customer's approved design, dimensions, materials, quantity and finishing requirements.
Because many products are made specifically for an individual customer, some ordinary returns may not be possible once design, material sourcing or production has begun.
This does not affect any rights you may have where goods are defective, materially different from the approved specification, incorrectly supplied or not delivered as agreed.
1. Policy overview
This policy applies to products and services supplied by Luxsome Packaging, including:
- Custom packaging boxes
- Brand tags and product tags
- Thank-you cards and notes
- Branded envelopes
- Tissue wrappers
- Branded ribbons
- Stickers and seals
- Design and artwork preparation
- Samples and prototypes
- Complete packaging systems
By placing an order, you confirm that you have read this policy together with our Terms and Conditions and the specifications contained in your approved quotation, invoice or project agreement.
2. Custom-made products
Most Luxsome Packaging products are manufactured specifically for the customer. They may contain the customer's:
- Brand name or logo
- Custom colours
- Product dimensions
- Selected materials
- Personalised wording
- Custom printing and finishing
Once produced, these products may not be suitable for resale to another customer.
For this reason, a change-of-mind request does not automatically entitle the customer to a full refund after customised work has begun.
3. Cancelling before production
You may request cancellation by contacting us as soon as possible.
Where no design work, sourcing, setup, sampling or production activity has begun, we will assess the cancellation and advise whether the payment can be refunded in full.
Reasonable administrative, payment-processing or other costs already incurred may be deducted where permitted.
Important
Sending a cancellation request does not by itself confirm that the order has been cancelled. We will confirm the cancellation status in writing.
4. Cancelling after work begins
Where design, material sourcing, production setup or manufacturing has already begun, Luxsome Packaging may deduct reasonable costs already incurred from any amount otherwise refundable.
These costs may include:
- Design and artwork preparation
- Mock-up or sample preparation
- Printing plates, dies, moulds or setup
- Materials purchased for the project
- Supplier cancellation charges
- Work already completed
- Payment-processing costs
- Reasonable administrative expenses
If the order has been substantially completed or fully produced to the approved specification, the amount already paid may be non-refundable, subject to applicable consumer law.
5. Design and sampling fees
Design, artwork, consultation, sampling and prototype fees compensate Luxsome Packaging for services performed and resources used.
Once the relevant service has been performed, the associated fee is generally non-refundable unless:
- The service was not supplied as agreed;
- The service was materially defective;
- Luxsome Packaging cancelled the service without providing the agreed work; or
- A refund is otherwise required by applicable law.
6. Changes after final approval
Customers must carefully review all artwork, spelling, colours, dimensions, quantities, materials, finishes and contact details before providing final approval.
Changes requested after approval may:
- Attract additional charges
- Require new materials
- Require a new sample or setup
- Delay the production timeline
- Require the order to be restarted
Luxsome Packaging will not ordinarily be responsible for errors that appeared clearly in the approved artwork or specification and were approved by the customer.
This does not apply where Luxsome Packaging produced something materially different from what the customer approved.
7. Change-of-mind returns
Customised products generally cannot be returned solely because the customer:
- Changed their mind
- Changed their brand identity
- Changed their product dimensions
- No longer requires the packaging
- Ordered more units than needed
- Approved an unsuitable colour or finish
- Provided incorrect measurements or artwork
Where an item is not customised and remains unused, undamaged and in its original condition, Luxsome Packaging may consider a return request on a case-by-case basis.
Any return must be authorised before the product is sent back.
8. When a return may be eligible
Subject to inspection, a return or other remedy may be available where:
- The products are materially different from the approved specification;
- The wrong products were supplied;
- The quantity supplied is materially incorrect;
- The products contain a manufacturing defect;
- The products are not reasonably fit for their agreed purpose;
- The order was damaged before dispatch;
- Luxsome Packaging cannot complete the order as agreed; or
- Applicable law provides a right to a return or refund.
9. Defective products
A product may be considered defective where it has a significant manufacturing fault that affects its reasonable use, structure, safety or agreed appearance.
Examples may include:
- Boxes separating at major glued joints
- Broken closures or unusable structures
- Printing that is substantially missing
- Major finishing defects
- Products made to materially incorrect dimensions
- Products that do not match the approved structure
Minor handmade characteristics or acceptable production variations are not automatically considered defects.
10. Incorrect or incomplete orders
If you believe you have received the wrong product, size, design or quantity, contact us promptly before using or distributing the affected items.
We will compare the supplied order against:
- The final quotation
- The approved invoice
- The approved artwork
- The agreed dimensions
- The production specification
- Relevant project correspondence
Where Luxsome Packaging confirms an error for which it is responsible, an appropriate remedy will be offered.
11. Handmade and production tolerances
Custom packaging involves printing, cutting, folding, wrapping, gluing and finishing processes. Some components may also be assembled by hand.
Minor variations that do not materially affect the overall quality or reasonable use of the product may occur, including:
- Small alignment differences
- Minor folding or wrapping variations
- Slight differences in board thickness
- Minor glue or edge variations
- Slight placement differences
- Reasonable dimensional tolerances
We assess complaints by considering the nature of the product, the approved specification and normal production standards.
12. Colour, paper and material variation
Colours displayed on phones and computer screens may differ from printed colours because screens use light while printed materials use physical inks, papers and finishes.
Variations may also arise from:
- Screen brightness and calibration
- Paper texture and absorption
- Material batches
- Printing methods
- Foil and metallic finishes
- Ambient lighting
- Natural material characteristics
A slight colour or material variation within normal production tolerances will not ordinarily qualify as a defect.
A substantial departure from an expressly approved colour or material may be reviewed as a possible production issue.
13. Products damaged during delivery
Please inspect your parcel as soon as reasonably possible after delivery.
If the package appears damaged:
- Photograph or record the unopened outer parcel;
- Record the courier label and visible damage;
- Carefully open the parcel and document the contents;
- Count the affected items;
- Keep the original outer packaging; and
- Contact Luxsome Packaging promptly.
We may need this evidence to determine whether the damage occurred before dispatch or while the order was with a courier.
14. Reporting a problem
Please report visible damage, shortages, incorrect items or apparent defects as soon as reasonably possible after receiving the order.
Early reporting helps us:
- Inspect the relevant issue
- Review production records
- Contact the delivery provider
- Preserve relevant evidence
- Offer a timely resolution
A delayed report does not automatically remove any legal rights, but it may make investigation more difficult where products have already been used, altered, distributed or discarded.
15. Information and evidence required
To review a complaint, we may request:
- Your name and order reference
- A description of the issue
- The number of affected units
- Clear photographs
- Videos showing structural problems
- Images of the delivery packaging
- The date the order was received
- Copies of relevant correspondence
- Return of selected items for inspection
Providing accurate information and documentation helps us investigate and resolve the matter efficiently.
16. Available remedies
Where a complaint is accepted, the most appropriate remedy will depend on the circumstances.
A remedy may include:
- Repair or correction
- Replacement of affected items
- Reproduction of affected items
- Completion of missing quantities
- A reasonable partial refund
- Store credit, where accepted by the customer
- A full refund where appropriate
The remedy will normally relate to the affected portion of the order unless the defect materially affects the entire order.
Returning affected products
We may require affected products to be returned or made available for inspection before a final remedy is confirmed.
17. Refund processing
Approved refunds will ordinarily be made using the original payment method or another method agreed with the customer.
Before processing a refund, Luxsome Packaging may need to:
- Inspect returned products
- Verify payment records
- Confirm cancellation costs
- Review courier evidence
- Confirm the refund recipient's details
Once approved, we will communicate the expected processing period. Bank or payment-provider processing times may apply after the refund has been initiated.
Luxsome Packaging will not request passwords, PINs or one-time banking codes to process a refund.
18. Delivery and return costs
Where a return results from a confirmed error or defect attributable to Luxsome Packaging, reasonable return or redelivery costs may be covered by Luxsome Packaging.
Where a discretionary return is accepted for a non-defective product, the customer may be responsible for:
- Return delivery costs
- Appropriate packaging
- Transit insurance where necessary
- Any loss caused by inadequate return packaging
Original delivery charges may not be refundable where the delivery service was successfully completed, unless required by law or agreed otherwise.
19. Uncollected or undeliverable orders
Customers must provide accurate contact and delivery information and remain available to receive or collect completed orders.
Where an order cannot be delivered or remains uncollected, additional costs may arise, including:
- Redelivery fees
- Courier return fees
- Storage costs
- Repackaging costs
Luxsome Packaging will make reasonable attempts to contact the customer.
Custom products will not automatically become refundable because the customer failed to collect them or supplied an incorrect delivery address.
20. Payment disputes and chargebacks
Customers should contact Luxsome Packaging first where they believe a payment, order or refund issue has occurred.
This gives both parties an opportunity to review the transaction, production records, approved artwork, correspondence and delivery evidence.
A chargeback should not be used fraudulently to avoid paying for properly authorised custom products or services already supplied.
Nothing in this section prevents a customer from using any lawful dispute-resolution or consumer complaint process available to them.
21. Statutory consumer rights
This policy is intended to explain Luxsome Packaging's operational process. It does not exclude, restrict or waive any consumer right that cannot lawfully be excluded under applicable Nigerian law.
Nothing in this policy removes a customer's right to seek an appropriate remedy where:
- Products are defective
- Products are materially misrepresented
- Products do not match the approved agreement
- Paid goods or services are not supplied
- A refund is otherwise required by law
We encourage customers to contact us directly first so that we can investigate and attempt to resolve any complaint fairly.
22. Contact us
To request a cancellation, report an order issue or ask a question about this policy, contact Luxsome Packaging using the details below.