Terms and Conditions

1. Acceptance of Terms

By accessing or using the Packtrue website, requesting a quotation or placing an order, you agree to these Terms and Conditions and any additional terms agreed with us in writing.

Packtrue LTD reserves the right to update these Terms and Conditions from time to time. Any updated version will be published on this page with a revised date. Changes will apply as permitted by law and will not automatically alter an existing order or agreement.

It is your responsibility to review these Terms and Conditions before placing an order.

2. Copyright and Intellectual Property

All original content on the Packtrue website, including text, graphics, images, branding, logos and website design, is protected by applicable intellectual property laws. All rights are reserved unless otherwise stated.

You may not reproduce, distribute, modify, republish, or commercially use our website content without prior written permission from Packtrue or the relevant rights holder.

Customers who provide artwork, logos, images, text or other materials for custom packaging confirm that they own the necessary rights or have obtained permission to use those materials.

You grant Packtrue a limited, non-exclusive licence to use, reproduce and process the submitted materials solely as necessary to prepare designs, produce packaging, fulfil orders and provide related services.

Unless otherwise agreed in writing, this licence does not transfer ownership of your intellectual property to Packtrue. Similarly, any intellectual property owned by Packtrue or its suppliers remains the property of its respective owner.

3. Customer Content and Conduct

You are responsible for the content and materials submitted to Packtrue, including artwork, logos, photographs, text, graphics and design files.

You agree not to submit materials that:

• Violate copyright, trademark or other intellectual property rights.
• Contain unlawful, defamatory, misleading or otherwise prohibited content.
• Infringe another person’s privacy or publicity rights.
• Breach applicable laws or regulations.

Packtrue reserves the right to decline or request changes to materials that reasonably appear to violate these Terms and Conditions or applicable law.

Customers are responsible for ensuring that submitted materials are accurate, suitable for production and legally authorised for use.

If you create an account on our website, where this functionality is available, you are responsible for maintaining the confidentiality of your login credentials and for activity carried out through your account.

4. Design Files and Artwork Submission

Customers should provide artwork that meets the technical specifications communicated by Packtrue or agreed during the order process.

Where applicable, artwork requirements may include:

• High-resolution files suitable for the intended printing method.
• All customer-submitted artwork must be in CMYK format and at least 300 DPI.
• Correct dimensions, bleed, safe areas, and cutting lines.
• Suitable file formats accepted by our production team.
• Clear images, readable text, and correctly positioned design elements.

Packtrue may provide artwork templates, dielines or design guidance to help prepare files for production. Customers are responsible for following the supplied instructions and providing accurate information.

Printing results may be affected by low-resolution images, incorrect colour settings, unsuitable file formats or artwork preparation errors. Packtrue will not be responsible for issues caused by customer-supplied files to the extent permitted by law.

Any additional artwork preparation or design services, where offered, will be subject to the scope and terms agreed with the customer.

5. Proofing and Colour Matching

Before production, Packtrue may provide a digital proof, artwork preview or specification document for customer approval, depending on the order.

Customers must carefully check all details before approving artwork, including:

• Spelling, wording and product information.
• Logo placement, image quality and layout.
• Box dimensions, structural design and folding arrangements.
• Colours, finishes and printing requirements.
• Quantity and other agreed order specifications.

Once a proof has been approved, Packtrue may proceed with production based on the approved version. Changes requested after approval may require additional charges, revised production schedules or a new proof.

Digital proofs are intended to provide a visual representation of the proposed design. Actual printed colours may vary due to screen settings, materials, inks, printing processes and finishing techniques.

Exact colour matching should not be assumed unless expressly agreed in writing. Where available, additional colour matching services or physical proofs may incur extra charges.

Packtrue will not be responsible for errors that were clearly shown in an approved proof, except where responsibility cannot lawfully be excluded or where Packtrue introduced the error after approval.

6. Hard Copy Sampling and Refunds

6.1 Sampling Policy

Customers may request a physical sample before proceeding with bulk production, subject to availability. Sample charges, delivery costs, and any applicable tooling fees will be communicated before confirmation.

Where full payment is required before production, Packtrue will confirm the payment terms before accepting the order.

6.2 Refund Conditions

Packtrue may offer a refund for sample orders if the sample differs from the approved artwork or has verified quality defects. To request a refund, customers must provide clear supporting evidence, such as photographs, within 3 business days of receiving the sample.

If a sample is declined without a valid reason, Packtrue reserves the right to deduct tooling charges of £200 or more, where applicable, at its discretion.

Once a customer approves the sample and proceeds with bulk production, the sample fee becomes non-refundable.

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6.3 Changes and Additional Samples

Once a sample has entered production or has been completed, changes to dimensions, structure, materials, or artwork may not be possible without producing a revised sample.

Requests for revised samples may incur additional charges and production time.

7. Order Cancellation Policy

Order cancellations at Packtrue are subject to the current stage of the order:

1. Before Design Work Begins: If a cancellation request is received before any design work has started, a fee of £25 plus 5% of the total order value will be charged.
2. After Design Work Has Started: If the design process is already underway, a minimum cancellation fee of 20% of the total order value will apply.
3. During Production: If manufacturing has begun, applicable tooling charges will be deducted. Cancellation requests at this stage are not guaranteed to be accepted.
4. After Completion or Dispatch: Once the order has been completed or dispatched, it cannot be cancelled.

Customers must submit cancellation requests in writing. Packtrue will confirm whether cancellation is possible and explain any applicable charges.

Tooling, cutting dies, printing plates and other production setups remain subject to the ownership and reuse arrangements agreed in writing.

8. Returns, Refunds and Reprints

• Custom-made packaging is produced according to the customer’s approved specifications and is not ordinarily returnable simply because the customer changes their mind, subject to applicable consumer rights.
• Refunds, replacements or reprints may be considered where a verified manufacturing error or failure to meet the agreed specifications has occurred.
• Rush or priority production charges will be handled according to the agreed order terms and applicable law.
• Customers should report defects or discrepancies within 3 business days of delivery and provide reasonable evidence, such as photographs, to help Packtrue assess the issue.
• Where a return is required, customers must follow Packtrue’s return instructions. Where appropriate and agreed, affected goods should be retained for inspection and returned within the specified period.
• Any requirement to return at least 99% of affected goods within 10 days must be expressly agreed in advance and will apply only where legally permissible and reasonable in the circumstances.

Packtrue will assess each claim and determine an appropriate remedy in accordance with the order agreement and applicable law. Nothing in this section removes statutory rights that cannot lawfully be excluded.

9. Damaged or Lost Deliveries

Delivery, Inspection and Quantity Policy

• Delivery Inspection: Customers must inspect all packages upon receipt and report any visible damage or missing items to Packtrue within 3 business days of delivery. Claims submitted after this period may not be accepted.
• Courier Issues: Packtrue is not responsible for issues caused by third-party courier services or claims reported outside the specified timeframe.
• Production Quantity Tolerance: Due to standard printing and manufacturing processes, delivered quantities may vary by up to 5% above or below the quantity ordered. Customers requiring a specific quantity are advised to order at least 10% extra to allow for possible variations.
• Incorrect Delivery Details: Any additional delivery costs resulting from incorrect or incomplete shipping information provided by the customer will be charged to the customer.

10. Shipping and Delivery

Production and delivery times are estimates unless a specific deadline has been expressly agreed in writing. Estimated dates may change due to production requirements, artwork approval, material availability, courier delays or other circumstances affecting fulfilment.

Packtrue will take reasonable steps to communicate significant delays and arrange delivery in accordance with the accepted order.

Delays may arise from:

• Courier or third-party delivery disruptions.
• Severe weather, customs or regulatory issues.
• Equipment failure or maintenance.
• High order volumes or manufacturing constraints.
• Material shortages or supply chain disruptions.
• Other circumstances beyond Packtrue’s reasonable control.

Packtrue will not be liable for losses caused by delays to the extent that such liability may lawfully be excluded. This does not remove any rights or remedies arising under applicable law or any specific delivery guarantee agreed in writing.

We use trusted international couriers such as DHL Express and FedEx for overseas deliveries.

Orders may ship from our UK or overseas production facilities, depending on specifications.

Moisture Disclaimer: Where applicable, some packaging products may retain residual moisture following printing, pasting or other manufacturing processes, particularly in humid conditions. If this occurs, customers should allow the products to air in a dry, well-ventilated area, following any handling instructions supplied with the order.

This guidance does not apply to products with structural damage, mould or other defects. Customers should contact Packtrue if they believe moisture has affected the quality or usability of their packaging.

11. Production Speeds

Production Times and Delivery Policy

Packtrue offers three production options to accommodate different order requirements and deadlines:

1. Standard Production: Orders are typically completed within 10–15 working days. This timeframe is an estimate and is not guaranteed.
2. Priority Production: Orders are scheduled for completion within 10 working days. Additional charges apply.
3. Express Production: Orders are scheduled for completion within 7 working days. Additional charges apply.

Important Notice: All production timeframes are estimates and do not constitute a guaranteed completion or delivery date. Priority and Express services are also subject to possible delays. Packtrue will not provide compensation or refunds solely because an order exceeds the estimated production timeframe.

Customers requiring a firm deadline must obtain written confirmation from Packtrue and enter into a separate agreement specifying the guaranteed delivery terms, including any additional charges or conditions. Guaranteed deadlines are not included in these standard terms unless expressly agreed in writing.

Acceptance of Production Delays

By placing an order with Packtrue, customers acknowledge that production and delivery schedules may be affected by circumstances beyond Packtrue’s reasonable control. These may include courier disruptions, equipment breakdowns, adverse weather, customs delays, unusually high order volumes, and material supply shortages. Customers accept that the stated timeframes are estimates and that delays may occur. Any claims relating to compensation, refunds, or damages arising from delays will be assessed in accordance with the agreed terms and applicable law.

12. Material Disclaimer

Unless expressly confirmed in writing, packaging materials supplied by Packtrue should not be assumed to be certified for direct food contact or other regulated applications.

Customers requiring food-grade, food-contact-safe, recyclable, compostable, FSC-certified or other specifically certified materials must inform Packtrue before placing an order.

Packtrue will confirm available materials and relevant certifications where applicable. Customers are responsible for communicating their intended product use and any specific compliance requirements before approving the packaging specifications.

13. Force Majeure and Delays

Packtrue will not be responsible for failure or delay caused by circumstances beyond its reasonable control, subject to applicable law and any specific contractual obligations.

Such circumstances may include:

• Natural disasters and severe weather events.
• Pandemics or public health emergencies.
• Government restrictions or customs delays.
• Labour disputes or significant staff unavailability.
• Courier, airline or logistics disruptions.
• Equipment failure or unexpected manufacturing issues.
• Supplier failures or material shortages.
• High order volumes or production constraints.
• Other unforeseen events beyond reasonable control.

Where such circumstances affect an order, Packtrue will take reasonable steps to notify the customer and discuss available options.

Any suspension, extension of time, cancellation, refund or other remedy will depend on the circumstances, the agreed terms and applicable law.

14. Disclaimer of Warranties

The Packtrue website and its general content are provided for informational purposes. Although we make reasonable efforts to maintain accurate information, we do not guarantee that all website content will always be complete, uninterrupted or free from errors.

Product images, examples and descriptions may be illustrative and may not show every available customisation option.

Nothing in these Terms excludes warranties, representations or statutory rights that cannot lawfully be excluded under applicable law.

15. Limitation of Liability

To the fullest extent permitted by law, Packtrue will not be liable for indirect or consequential losses that were not reasonably foreseeable, including certain losses of profit, revenue, business opportunities or data.

Any limitation on Packtrue’s total liability for a particular order must be consistent with the accepted order terms and applicable law.

Packtrue will not be responsible for losses caused by customer-supplied artwork errors, incorrect specifications approved by the customer or unauthorised use of packaging, except where Packtrue is legally responsible for the relevant loss.

Nothing in these Terms excludes or limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability that cannot lawfully be excluded or limited.

Customers retain any mandatory legal rights and remedies applicable to their orders.

16. Indemnity

You agree to take responsibility for ensuring that all artwork, logos, images, text and other materials you supply to Packtrue are authorised for the intended use.

To the extent permitted by law, you may be responsible for reasonable losses, costs or claims arising from your infringement of third-party intellectual property rights or your unlawful use of submitted materials.

This provision does not make you responsible for losses caused by Packtrue’s own breach of contract, negligence or unlawful conduct.

17. Governing Law and Jurisdiction

These Terms and Conditions are intended to be governed by the laws of England and Wales, subject to any mandatory legal requirements that apply to the relevant transaction.

Subject to applicable law, disputes arising from these Terms and Conditions will be dealt with by the courts of England and Wales.

Nothing in this section restricts any mandatory rights a customer may have under applicable consumer or other relevant legislation.

18. Privacy and Data Protection

Packtrue handles personal information in accordance with its Privacy Policy and applicable data protection laws.

Information submitted through our website, quotation forms, contact forms or order communications may be used to respond to enquiries, prepare quotations, manage orders, arrange delivery and provide customer support.

Contact Information

If you have any questions about these Terms and Conditions, please contact Packtrue.

Company: Packtrue
Website: https://packtrue.co.uk
Email: sales@packtrue.co.uk
Telephone: +44 7951 910761


Last Updated: October 2026