Refund policy
OUR 100% SATISFACTION GUARANTEE ✅
At PackLove, we stand behind the quality of our custom labels. If you're not completely satisfied with your order, we'll make it right.
30-Day Money-Back Guarantee
We offer a full 30-day guarantee on all orders:
✅ Full refund if the product is not satisfactory or does not match the approved mockup
✅ Free remake for any quality issues
✅ No questions asked - your satisfaction is our priority
✅ Fast resolution - we respond within 24 hours
✅ WHAT CAN BE RETURNED?
We Accept Returns For:
To process any return or claim, please record a clear unboxing video when receiving and opening the package. This helps us verify the issue and resolve it quickly.
1. Manufacturing Defects
- Incorrect colors or design
- Poor print quality
- Adhesive issues ( such as for heat transfer labels)
- Weaving defects (for woven labels, embroidered patches,...)
- Wrong size or dimensions
- Damaged or defective materials
2. Shipping Errors
- Wrong product received
- Wrong quantity received
- Missing items from your order
- Damaged during shipping
3. Quality Issues
- Labels don't meet our quality standards
- Not as described on website
- Doesn't match approved proof/mockup
- Material quality below expectations
4. Design Errors (Our Fault)
- We made a mistake in production
- Design doesn't match your approved artwork
- Wrong text, logo, or graphics
🚫 WHAT CANNOT BE RETURNED?
Non-Returnable Items:
❌ Custom orders after approval
- If you approved the design proof and we produced it correctly
- Change of mind after production starts
❌ Orders older than 30 days
- Returns must be requested within 30 days of delivery
❌ Used or applied labels
- Labels that have been applied to products
- Labels that show signs of use or washing
❌ Customer design errors
- Spelling mistakes in your provided artwork
- Wrong colors/sizes you specified
- Design issues you approved in proof
❌ Claims without valid evidence
- Claims without clear photos or videos showing the issue
- Claims without an unboxing video recorded when opening the package
HOWEVER: We understand mistakes happen! Contact us anyway - we may offer a discount on a remake.
HOW TO RETURN - STEP BY STEP
Step 1: Contact Us (Within 30 Days)
Reach out to us as soon as possible:
📧 Email: infopacklove@gmail.com
📱 WhatsApp: +84 363615867
💬 Live Chat: Available on our website, Instagram
Include in your message:
- Order number (e.g., #1234)
- Product name
- Reason for return
- Clear photos of the issue
- Unboxing video showing the package being opened and the problem clearly
Step 2: We Review Your Request (Within 24 Hours)
Our team will:
- Review your order details
- Examine photos
- Determine the best solution
- Send you a response within 24 hours
Possible Solutions:
✅ Full refund
✅ Free remake with corrections
✅ Partial refund + keep the product
✅ Store credit for future orders
Step 3: Return Authorization
If a return is approved, we'll send you:
Return Authorization Email containing:
- Return authorization number (RA#)
- Return shipping address
- Return instructions
- Prepaid shipping label (if applicable)
Important: Do NOT ship items back without authorization!
Step 4: Ship the Items Back
Packaging Instructions:
- Use original packaging if possible
- Pack items securely to prevent damage
- Include RA# on the outside of package
- Keep tracking number for your records
Who Pays Shipping?
- Our mistake: We provide prepaid label
- Your mistake: You pay return shipping
- Defective product: We provide prepaid label
Step 5: Refund Processing
Once we receive your return:
Day 1-2: Items inspected
Day 2-3: Refund approved and processed
Day 3-5: Refund appears in your account
Day 5-10: Bank processing time
You'll receive email updates at each step.
REFUND METHODS
Option 1: Original Payment Method (Most Common)
Refund goes back to your original payment:
- Credit/Debit Card: 5-10 business days
- PayPal: 3-5 business days
- Bank Transfer: 5-10 business days
Option 2: Store Credit (Faster + Bonus)
Get 110% store credit instead of refund:
- Example: $100 order = $110 store credit
- No expiration date
- Use on any future order
- Instant credit (no waiting)
Option 3: Free Remake
We'll remake your order for FREE:
- Correct any issues
- Rush production (2-3 days)
- Free express shipping
- No additional cost
This is our most popular option!
RETURN SHIPPING COSTS
We Pay Return Shipping When:
✅ We made a mistake
✅ Product is defective
✅ Wrong item shipped
✅ Damaged during shipping
✅ Quality doesn't match description
You'll receive a prepaid shipping label via email.
You Pay Return Shipping When:
❌ Change of mind
❌ Ordered wrong product
❌ No longer need the items
❌ Customer design error (that you approved)
Estimated return shipping cost: $15-25 international
💡 TIP: Consider store credit option to avoid shipping costs!
TIMEFRAMES & DEADLINES
Return Request Deadline:
📅 30 days from delivery date
- Day 1 = Delivery date (check tracking)
- Day 30 = Last day to request return
- After 30 days = No returns accepted
Example:
- Delivered: March 1, 2026
- Return deadline: March 31, 2026
Return Shipping Deadline:
📅 14 days from receiving RA#
- We send RA# via email
- You have 14 days to ship items back
- After 14 days = Return authorization expires
Refund Processing Time:
Total time: 7-15 business days
| Step | Time |
Return shipping |
5-10 days |
Inspection |
1-2 days |
Refund processing |
1-2 days |
Bank processing |
5-10 days |
TOTAL |
12-24 days |
Store credit: Instant (0 days wait!)
🎁 SPECIAL CASES
Case 1: Damaged During Shipping
What to do:
- Take photos immediately (box + product)
- Contact us within 48 hours
- Keep all packaging
We will:
- File claim with shipping carrier
- Send replacement immediately
- No need to return damaged items
Case 2: Missing Items
What to do:
- Check all packaging carefully
- Contact us within 7 days
- Provide order number
We will:
- Verify order details
- Ship missing items immediately
- Upgrade to express shipping (free)
Case 3: Wrong Quantity
Received less than ordered:
- We ship the difference immediately
- Free express shipping
- 10% discount on next order
Received more than ordered:
- Keep the extra items (our gift!)
- No need to return
Case 4: Design Proof Issues
If you approved the proof but changed your mind:
We understand! We offer:
- 50% off remake with new design
- Or 20% refund + keep original
- Or full store credit
If we made the mistake:
- 100% free remake
- Rush production
- Free express shipping
ALTERNATIVES TO RETURNS
Option 1: Partial Refund
Minor issues? Keep the product + get partial refund:
- Small color variance: 10-20% refund
- Minor quality issue: 20-30% refund
- Usable but not perfect: 30-50% refund
Option 2: Discount on Next Order
- Keep current order
- Get 30-50% off next order
- No expiration date
- Transferable to others
Option 3: Free Additional Items
- Keep current order
- We send additional labels free
- Make up for the issue
- Free shipping
OUR QUALITY GUARANTEE
What We Guarantee:
Heat Transfer Labels:
✅ Last 50+ washes without fading
✅ Strong adhesion to fabric
✅ Soft "zero-feel" texture
✅ Color-accurate printing
Woven Labels:
✅ Premium weaving quality
✅ Durable stitching
✅ Fade-resistant colors
✅ Professional finish
All Products:
✅ Match approved design proof
✅ Correct size and quantity
✅ Delivered on time
✅ Carefully packaged
If any guarantee is not met → Free remake or full refund
📞 CONTACT US
Return Questions? We're Here to Help!
Email: infopacklove@gmail.com
⏰ Response time: Within 24 hours
📧 Include order number for faster service
WhatsApp: +84 363615867
⏰ Mon-Fri: 9AM-6PM (GMT+7)
💬 Instant messaging
Live Chat: www.mypacklove.com
⏰ Mon-Fri: 9AM-6PM (GMT+7)
Phone: +84 363615867
⏰ Mon-Fri: 9AM-6PM (GMT+7)
📞 For urgent issues
OUR PROMISE TO YOU
At PackLove, we're committed to:
✅ Fast responses - Within 24 hours
✅ Fair solutions - We'll make it right
✅ No hassle - Simple return process
✅ Quality products - We stand behind our work
✅ Happy customers - Your satisfaction matters
We're not satisfied until you are!
POLICY UPDATES
This policy was last updated on March 12, 2026.
We may update this policy occasionally. Changes will be posted on this page with a new "Last updated" date.
For questions about this policy, contact: infopacklove@gmail.com
YOUR RIGHTS
This policy doesn't affect your statutory rights under consumer protection laws in your country.
In addition to this policy, you may have additional rights under local laws.
Thank you for choosing PackLove!
We appreciate your business and trust. If you have any questions about returns or refunds, please don't hesitate to contact us.
📧 support@mypacklove.com
🌐 www.mypacklove.com
📱 WhatsApp: +84 363615867
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