Refund policy
Returns, Replacements & Refunds Policy
At Roje, we are committed to delivering packaging that reflects the quality and care our clients put into their brands. Because many of our products are custom-made or produced specifically for individual orders, our returns and refund policy differs between custom and non-custom products.
By placing an order with Roje, you acknowledge and agree to the terms outlined below.
Custom Products
All custom and personalized products are made specifically for your business and are therefore non-returnable and non-refundable once production has begun.
This includes, but is not limited to:
- Custom mailer boxes
- Branded boxes
- Custom colour boxes
- Custom poly mailers
- Branded shopping bags
- Custom satin bags
- Printed labels and stickers
- Packaging featuring your logo, artwork, branding, or custom text
- Special-order packaging materials sourced specifically for your project
Because these products cannot be resold, all sales of custom products are final once artwork approval has been received and production has commenced.
Artwork Approval
Customers are responsible for reviewing all proofs, mockups, and artwork prior to approval.
By approving artwork, you confirm that all information is accurate and ready for production.
Roje is not responsible for errors that appear in approved artwork, including but not limited to:
- Spelling mistakes
- Grammar errors
- Incorrect contact information
- Incorrect social media handles
- Incorrect website addresses
- Design placement approved by the customer
- Customer-supplied artwork issues
Once artwork has been approved, any required changes may result in additional charges and production delays.
Colour Variations
We make every effort to reproduce colours as accurately as possible.
However, slight variations may occur due to:
- Computer and mobile screen settings
- Printing processes
- Material textures and finishes
- Ink absorption on different materials
- Manufacturing tolerances
Minor colour variations between digital proofs, previous orders, samples, and finished products are considered normal and do not qualify for refunds, replacements, or reprints.
Plain Stock Products
Returns may be accepted for non-customized products purchased directly from our stock inventory, including:
- Plain poly mailers
- Plain loop handle bags
- Plain die-cut bags
- Plain satin bags
- Other non-custom stock packaging products
To qualify for a return:
- Products must be unused and unopened.
- Products must be in their original packaging and condition.
- A return request must be submitted within seven (7) days of receiving the order.
- Products must not have been purchased as clearance, sale, or special-order items.
Approved returns may be subject to a restocking fee.
Customers are responsible for all return shipping or delivery costs unless the return is the result of an error made by Roje.
Special-Order & Sourced Products
Some products are sourced specifically to fulfill individual customer requests, including:
- Specialty box colours
- Custom-sized packaging
- Specialty materials
- Unique satin bag colours
- Imported packaging products
Because these items are ordered specifically for the customer, they are considered final sale and are not eligible for returns, exchanges, or refunds unless they arrive defective or incorrect due to an error on our part.
Damaged, Defective, or Incorrect Orders
If you receive an item that is damaged, defective, or incorrect, please notify us within forty-eight (48) hours of receiving your order.
To submit a claim, please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging (if applicable)
Claims submitted after this period may not be eligible for replacement, reprint, exchange, or refund.
Roje reserves the right to inspect submitted evidence before approving any claim.
Replacements
Where a claim is approved, Roje may, at its discretion:
- Replace the affected products
- Reprint the affected products
- Provide store credit
- Issue a partial or full refund
The chosen resolution will depend on the nature and severity of the issue.
Order Cancellations
Orders may be cancelled before production or sourcing has begun.
If artwork preparation, design work, sourcing, or production has already commenced, cancellation fees may apply.
Orders cannot be cancelled once:
- Artwork has been approved
- Production has started
- Materials have been ordered specifically for the project
Any deposits or payments made at that stage become non-refundable.
Design & Setup Fees
Any fees associated with:
- Graphic design
- Artwork creation
- File preparation
- Mockup creation
- Consultation services
- Setup charges
are non-refundable once work has commenced, regardless of whether production proceeds.
Refund Processing
Approved refunds will be issued using the original payment method whenever possible.
Processing times may vary depending on the payment provider, bank, or payment platform used.
Shipping, delivery, rush-order, and setup fees are generally non-refundable unless the refund is due to an error made by Roje.
Limitation of Liability
Roje's liability is limited to the value of the products purchased.
Under no circumstances shall Roje be responsible for indirect, incidental, consequential, or business-related losses arising from the use of our products, delays in production, shipping interruptions, or customer-approved artwork errors.
Contact Us
For questions regarding returns, replacements, refunds, or order concerns, please contact us at rojethebrand@gmail.com with your order number and details of the issue.
We are committed to working with our clients to find fair and reasonable solutions whenever possible.
Roje Packaging
Packaging Designed to Elevate Your Brand.