Return and Refund Policy

Last updated: 15 July 2026

1. Who this policy covers

This policy applies to purchases of carton boxes and packing materials from Carton Boxes Singapore (CartonBoxes.Sg), whether bought at our showroom, by phone, or through our online order form. It sits alongside our Terms and Conditions and does not reduce any rights you have under Singapore law.

2. Returns of stock items

Standard stock boxes and packing materials may be returned if all of the following apply:

• You request the return within 7 days of collection or delivery.
• The items are unused, in their original condition and still flat packed or sealed where applicable.
• You can show proof of purchase, such as your receipt, invoice or order reference number.

Returns that meet these conditions are accepted for an exchange, a store credit or a refund of the item price. A restocking fee of up to 15 percent may apply to cover handling and repackaging, and we will tell you the amount before you confirm the return. Original delivery charges are not refundable, and the cost of returning the goods to us is your responsibility unless the return is due to our error.

3. Custom made boxes

Custom made carton boxes, including bespoke sizes, die-cut shapes, partition boxes and any box with printing, are produced to your own specification. For this reason they cannot be returned, exchanged or refunded because of a change of mind, an ordering error on your part, or an incorrect measurement you supplied.

Please check your sizes, quantity and artwork carefully before you confirm a custom order. We will only proceed once you approve the details in the quotation. If a custom order turns out to be faulty or does not match the specification you approved, section 4 applies.

4. Damaged, wrong or short deliveries

We want every order to arrive in good condition. If your goods are damaged in transit, if you receive the wrong item, or if the quantity is short, please:

• Contact us within 48 hours of collection or delivery.
• Keep the affected items and their packaging.
• Send us photographs of the damage or the incorrect items where possible.

Once we have checked the claim, we will arrange a replacement, a correct exchange, or a refund at no extra cost to you, including any return collection where needed. Claims reported after 48 hours may still be considered for genuine manufacturing faults covered by our Warranty Policy.

5. Items that cannot be returned

The following are not eligible for a change of mind return:

• Custom made boxes and printed boxes, as set out in section 3.
• Items that have been used, folded, taped, written on or otherwise altered.
• Items returned without proof of purchase.
• Items returned more than 7 days after collection or delivery.

This section does not apply to goods that are faulty or not as described, which remain covered by section 4 and by your consumer rights in section 8.

6. How refunds are made

Approved refunds are made using the same method you paid with wherever possible. Cash, PayNow and PayLah payments are refunded by PayNow or in cash at our showroom. We aim to process approved refunds within 7 working days. The time for the funds to reach you depends on your bank.

7. How to request a return or refund

To start a return or refund, contact us with your order reference number, the items concerned, and the reason for the return. Do not send goods back to us before we have agreed the return, as this helps us track your parcel and refund correctly.

8. Your consumer rights

Nothing in this policy limits your rights under the Consumer Protection (Fair Trading) Act, including the Lemon Law provisions. If goods do not conform to the contract at the time of delivery, you may be entitled to a repair, a replacement, a price reduction or a refund. These statutory rights apply in addition to the remedies described above.