Overview

Sekapack manufactures all packaging products to order and to the specific requirements of each client. Because of the bespoke nature of our production, our return policy differs from standard retail policies. This document explains your rights, our responsibilities, and how we handle quality issues.

Custom-Made Products

All Sekapack products — including paper bags, rigid boxes, automated bags and specialty packaging — are manufactured exclusively to client specifications including custom dimensions, materials, print artwork and finishing. As such:

• We cannot accept returns of correctly manufactured goods that conform to the agreed specification
• Cancellations after production has commenced will incur costs proportional to work completed
• Cancellations after artwork approval and before production: 25% of order value
• Cancellations after production commencement: up to 100% of order value

We strongly encourage clients to request a physical sample before committing to large production runs, particularly for new product types or sizes.

Quality Claims

When can I raise a quality claim?

A quality claim may be raised if the delivered goods:

• Contain a manufacturing defect (structural failure, adhesive failure, die-cut errors)
• Do not match the approved proof in colour, finish or print position (within acceptable tolerances)
• Are delivered with significant damage caused during transit
• Are incorrect in quantity (short or over delivery beyond ±5%)
• Contain materials that differ from those specified in the confirmed order

What is NOT a quality claim?

• Minor colour variation within industry-standard CMYK tolerances (±5% Delta E)
• Issues arising from incorrect or low-resolution artwork submitted by the client
• Damage caused by improper storage or handling after delivery
• Client change of mind after production approval

How do I raise a claim?

Email export@sekapack.com within 5 business days of delivery with:

1. Your order number and invoice number
2. Clear photographs of the defective goods (showing both packaging and product)
3. A written description of the issue
4. Quantity of affected units

Resolution Process

Once a valid claim is received, we follow this process:

1. Acknowledgement — within 1 business day of receiving your claim
2. Investigation — we review your evidence and our production records (typically 2–3 days)
3. Resolution offer — within 5 business days, we will propose one or more of the following:

Reprints are shipped at Sekapack's expense and are prioritised in the production queue. Typical reprint lead time is 7–14 business days.

Exclusions

The following are explicitly excluded from this return and claims policy:

• Products that have been used, opened (beyond inspection) or altered
• Products damaged due to inadequate unloading, warehousing or handling by the client
• Products manufactured correctly to a specification later deemed unsuitable by the client
• Samples provided during the pre-production phase
• Orders where artwork was provided by the client without proof approval

Contact Us

For all quality claims and return enquiries, contact our team directly:

• Email: export@sekapack.com
• Subject line format: Quality Claim – [Your Order Number]
• Phone: +90 212 706 7225