1. Custom Orders & Final Sale Policy

All custom packaging orders placed with Thunder Packaging are final sale. Once an order is approved and entered into production, it cannot be returned or refunded — except in cases where a verified manufacturing error on our part has occurred.

Refunds or exchanges will NOT be issued for:

• Change of mind after the order has been approved

• Incorrect details (dimensions, text, colours) submitted by the customer

• Artwork or specifications that were reviewed and approved by the customer prior to production

• Minor colour variations that fall within industry-accepted tolerances (we guarantee colour output within 90% of the approved digital proof)

2. Order Cancellations

Cancellations may only be requested before certain stages of production. The applicable fee is determined by how far your order has progressed at the time we receive your cancellation request. Please contact us as early as possible if you wish to cancel.

Stage 1 | Before design processing begins | $15 admin fee + 5% of order value

Stage 2 | Design work in progress | Minimum 20% of order value

Stage 3 | Sent to production / printing | Minimum 50% of order value

Stage 4 | Shipped or courier collected | Cannot be cancelled — no refund

Please Note

Design services are non-refundable once initiated, regardless of the cancellation stage. Please confirm all order specifications carefully before approving artwork.

3. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or does not match your approved specifications, you must contact Thunder Packaging within 3 business days of delivery. Claims submitted after this window will not be accepted.

To submit a claim, please provide:

• Clear photos and/or video showing the issue in full

• Your order number and proof of delivery

• A written description of the discrepancy between what was received and what was approved

Resolution for verified manufacturing errors:

If the issue is confirmed as our production error, we will arrange a replacement reprint. Please note the following conditions:

• Reproductions may incur additional charges in some circumstances

• Monetary refunds are not issued — a replacement reprint is the sole available remedy

• At least 99% of the received products must be returned within 10 business days of delivery

• Prior written authorisation from Thunder Packaging is required before returning any goods

• All return shipping costs are the responsibility of the customer

4. Shipping Damage Responsibility

Customers are required to inspect all shipments upon delivery, before signing for or accepting the consignment. If visible damage or missing cartons are identified at the point of delivery, you must report this immediately to:

• The delivery courier or driver — note the damage on the delivery receipt or refuse the shipment

• Thunder Packaging — email us at info@thunderpackaging.com.au within 3 business days of delivery

Important

Failure to report shipping damage within 3 business days of delivery will void your eligibility for a replacement or claim. Thunder Packaging is not liable for losses, business interruptions, or delays caused by third-party couriers or circumstances outside our control.

5. Exchanges

Thunder Packaging offers exchanges only in the following circumstances:

• The product received is defective due to a fault in our manufacturing process

• The product does not match the specifications that were approved by the customer, due to our error

All exchanges are limited to a like-for-like reprint of the same item and specifications. We do not offer exchanges for revised artwork, updated dimensions, different materials, or changed quantities.

6. Non-Refundable Charges

The following charges are strictly non-refundable under all circumstances:

• Rush printing and expedited production fees

• Express or priority shipping charges

• Design and artwork services, once work has commenced

• Setup, tooling, die, and plate charges

7. Artwork Approval & Printing Standards

Customers bear full responsibility for reviewing and approving all final artwork, dielines, and job specifications prior to production. Once approval is given, Thunder Packaging proceeds in good faith and cannot be held responsible for errors present in approved files.

Thunder Packaging is not liable for errors resulting from:

• Misspellings, grammatical errors, or incorrect punctuation in submitted artwork

• Incorrect font usage, image placement, or orientation

• Incorrect dimensions or dieline selections made by the customer

• Fold, slit, or die-cut inaccuracies that were present in and approved as part of the final artwork

Colour Accuracy:

We guarantee colour output within 90% of the approved digital proof. Colours displayed on-screen may vary due to monitor calibration and ambient lighting conditions. For precise Pantone or brand colour matching, a physical hardcopy proof must be requested and approved separately prior to commencing the full print run.

8. Limitation of Liability

Thunder Packaging's total liability in connection with any order is strictly limited to the value of the product ordered. We are not responsible for indirect or consequential losses, loss of business profits, business interruption, or delays caused by third-party shipping carriers or circumstances beyond our reasonable control.

9. Governing Law

This policy is governed by the laws of Australia. Any disputes arising in connection with this policy shall be subject to the exclusive jurisdiction of the courts of Australia. Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies you may have under the Australian Consumer Law (ACL) that cannot be excluded by agreement.

10. Contact Us

For all claims, cancellation requests, or general enquiries about this policy, please reach out to our team:

Email: info@thunderpackaging.com.au

Website: www.thunderpackaging.com.au

Country: Australia