Refund policy

REFUND POLICY

Overview

At Alion Print, most products are custom manufactured according to customer specifications, including artwork, dimensions, materials, printing methods, finishes, and packaging requirements.

Due to the customized nature of our products, refunds and returns are subject to the conditions outlined below.

Custom Products

All custom-made products, including but not limited to custom packaging, paper bags, folding cartons, rigid boxes, labels, stickers, hang tags, inserts, and printed materials, are manufactured specifically for each customer.

Once artwork has been approved and production has commenced, orders cannot be cancelled, returned, exchanged, or refunded except in cases of verified manufacturing defects or production errors.

Quality Claims and Damaged Orders

Please inspect your order immediately upon receipt.

If you believe there is a manufacturing defect, printing error, shipping damage, or if the incorrect product has been supplied, you must notify us within seven (7) days of delivery.

To submit a claim, please contact:

info@alionprint.com

Your claim should include:

Order number
Description of the issue
Clear photographs showing the problem
Quantity affected

Failure to report issues within seven (7) days may affect our ability to investigate and resolve the matter.

What Qualifies for Replacement or Refund

We may offer a replacement, partial refund, or full refund if:

The delivered product differs significantly from the approved artwork;
Incorrect specifications were produced due to our error;
Verified manufacturing defects affect product usability;
The wrong product was supplied.

Any remedy will be determined after review of the evidence provided.

What Does Not Qualify for Refund

Refunds or replacements will generally not be provided for:

Customer changes of mind;
Customer-supplied artwork errors;
Spelling, grammar, or content errors approved by the customer;
Colour variations within normal industry tolerances;
Minor dimensional variations within manufacturing tolerances;
Delays caused by shipping carriers, customs inspections, port congestion, weather conditions, or force majeure events;
Damage caused after delivery;
Products produced according to approved specifications.

Samples

Custom samples are produced for approval purposes.

Sample fees are generally non-refundable.

For qualifying bulk production orders, sample costs may be credited toward the final order value where agreed in advance.

Exchanges

Because our products are custom manufactured, exchanges are not available.

If there is a verified production issue, we may offer replacement production instead of an exchange.

European Union Customers

Under Article 16(c) of the Consumer Rights Directive, the 14-day cooling-off period does not apply to goods made to the consumer's specifications or clearly personalised goods.

As the majority of Alion Print products are custom manufactured to customer requirements, orders are generally exempt from the standard 14-day cancellation right once production has begun.