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Returns & Refunds Policy

At Custom Mylar Bags, every order is custom-printed to your exact specifications. Because of this, orders are non-returnable and non-refundable except where the issue is caused by a manufacturing defect, a material or print mismatch from your approved proof, or an error on our part. This section explains exactly how those cases are handled.

1. Your Proof Approval

Before production begins, we send you a digital proof showing your artwork as it will appear on the finished packaging. Production only starts once you approve this proof, and your approval confirms that the design, text, colors, and layout are correct.

Once a proof is approved, we are not able to treat design choices, text, or layout decisions that match the approved proof as defects, only manufacturing errors that deviate from what you approved are covered under this policy.

2. What's Covered

You may request a reprint or refund if:

  • The product received is defective or damaged in production

  • The product does not match your approved proof (design, layout, or specified material)

  • The packaging arrives damaged due to shipping

3. What's Not Covered

Reprints and refunds are not available for:

  • Design elements, text, or layout that match your approved proof

  • Personal preference or "change of mind" after proof approval

  • Errors in artwork or files that you submitted or approved during proofing

  • Damage caused after delivery by improper handling or storage

  • Any alteration made to the product after delivery

  • Claims submitted after the reporting window discussed below, or without photo and video evidence

Normal production variance is not a defect. Due to standard printing and manufacturing tolerances, the following are expected and not eligible for reprint or refund:

  • Color variance within standard CMYK printing tolerance (we match to CMYK/proof color, not an exact Pantone match unless specifically ordered)

  • Dimensional variance of up to ±1/8 inch

  • Quantity variance of up to ±10%, standard in commercial printing

4. Reporting a Problem

If your order arrives defective, damaged, or mismatched from your approved proof:

  1. Contact us at support@custommylarbags.us within 5 business days of delivery

  2. Include your order number and clear photos and video for damage showing the issue

  3. If the package arrived visibly damaged, take photograph and make video of the shipping box as well as the product

You do not need to ship the item back to us. Because these are custom-printed goods, claims are reviewed from your photos, videos, and order records. Only after our approval that your claim is valid, you're free to dispose of the original items.

Claims submitted after 5 business days upon receiving, or without photo and video evidence, cannot be accepted.

5. How Claims Are Reviewed

Once we receive your claim, our team reviews it against your production files and approved proof, this typically takes up to 5 business days. You'll receive a confirmation email with the outcome and next steps.

If you disagree with the outcome, you can request a second review by replying to that email or contacting us at support@custommylarbags.us, a member of our team will re-examine the claim. This policy does not limit any rights you may have under applicable consumer protection law or through your payment provider.

6. Remedies

  • Confirmed production error (full order): We will reprint the affected quantity at no cost. If a reprint isn't feasible or you'd prefer not to reorder, we will issue a refund instead.

  • Confirmed production error (partial order): If only part of a run is affected, the remedy (reprint or refund) is prorated to the affected quantity, not the full order.

  • Refund method & timing: Refunds are issued through the original payment method or platform used for payment (ACH, Zelle, Wise, or Zoho Payments). Because processing time varies by platform, we'll confirm the expected timeline with you once your refund is approved.

  • Restocking fees: None. Since defective or mismatched items don't need to be shipped back, no restocking fee applies.

7. Order Cancellations

  • Before you approve your proof: Full refund, no fee — production has not started.

  • After proof approval, before printing begins: A flat 15% cancellation fee applies, covering prepress and design setup work already completed.

  • Once your order has entered printing/production: Orders cannot be canceled or refunded, as materials have already been committed to your job.

  • Paid in full through credit card: We deduct 3% bank charges.

8. Customer Support

If you need help with a reprint, refund, or cancellation request, our support team is ready to assist:

We're committed to handling every claim fairly and communicating clearly at each step.

 

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