Policy
Returns & refund policy.
We stand behind the quality of our products. If something goes wrong, we’re here to help. Please read our policy below or contact our team directly.
At a glance
Policy overview
Fair, transparent and in line with Australian Consumer Law.
At PackQueen, we take quality seriously and work hard to ensure every order meets our high standards. Our refund and returns policy has been designed to be fair and transparent, in accordance with Australian Consumer Law.
We do not accept returns or refunds for change of mind. We strongly recommend ordering a sample before placing a full order to ensure the product is right for your needs. Samples are available on most product pages or by contacting our team.
With 6,000+ products and 700+ box sizes, finding the right fit is easy. Order a sample for $2–$10 and test your product before committing to a full order. Visit our samples page to get started.
What we accept
What we do and don’t accept.
In accordance with Australian Consumer Law, the following situations determine whether a return or refund can be accepted.
We DO accept returns for
- ✓Products that are faulty or defective
- ✓Products delivered that do not match your order
- ✓Products that fail to meet a consumer guarantee under Australian Consumer Law
All claims must be received within 21 days from the date of dispatch.
We do NOT accept returns for
- ✕Change of mind — for example, you no longer need the boxes or ordered too many
- ✕Ordering the wrong item — for example, the packaging was too large or small for your product
- ✕Finding the goods cheaper elsewhere
- ✕Being aware of a relevant fault before purchasing — for example, sample stock
- ✕Damage caused by misuse — for example, incorrect folding of products
- ✕Delivery delays caused by courier partners
- ✕Orders that arrived late due to courier delays outside our control
Faulty items
Faulty or incorrectly delivered items.
We take extreme care in ensuring our products meet our quality standards. If you receive a faulty product or an item that doesn’t match your order, we want to resolve it as quickly as possible.
When you contact us, we may ask you to provide:
Once assessed, all products claimed as faulty will need to be returned to PackQueen for official assessment by our product development team. We will advise you of the return process once your claim has been reviewed.
All claims for faulty or incorrectly delivered items must be received within 21 days from the date of dispatch. Claims received after this period may not be accepted.
How to claim
How to make a claim.
If you believe you have received a faulty or incorrectly delivered item, follow these steps.
Contact us within 21 days of dispatch
Email info@packqueen.com.au or call 03 8689 9344 as soon as you identify the issue. Claims received after 21 days from dispatch may not be accepted.
Provide your order details and photos
Include your order number, photos clearly showing the fault or incorrect item, a description of the issue and the quantity affected.
Our team reviews your claim
Our customer service team will review your claim and respond with next steps. We may ask for additional information.
Return the items if required
If your claim is approved, we’ll advise how to return the items to our Thomastown facility for official assessment.
Refund, replacement or credit
Once assessed and approved, we’ll arrange a refund, replacement or store credit depending on the claim and your preference.
Refund timeframes
When you’ll get your refund.
Once your returned goods have been received and assessed by PackQueen, please allow up to 5 working days for your refund to be processed back to your original payment method.
FAQs
Returns questions, answered.
Not sure if your situation is covered? Get in touch and we’ll help.
Can I return my order because I changed my mind?
Can I return a custom, made-to-order or stockline product?
I ordered the wrong size — can I return it?
My product arrived damaged — what do I do?
I received the wrong items — what do I do?
My order arrived late and I missed my deadline — can I get a refund?
How long do I have to make a claim?
How long does my refund take?
How can I avoid needing to return an order?
Contact us
Contact our team.
Our customer service team is here to help with any questions about returns, refunds or your order.
Avoid issues
Order a sample first.
With 6,000+ products and 700+ box sizes, finding the right fit is easy. Order a sample for $2–$10 and test your product before committing to a full order.
