Refunds Policy

Returns for Purchases made from PackQueen

We generally do not accept refunds/returns for change of mind purposes. We encourage customers to obtain a sample of their products before purchase to ensure satisfaction. To obtain samples click here for our Sample Request Page or call us on 03 8689 9344 for further assistance. If you do have an issue with the products that you have ordered, please contact our customer service team immediately and they will be able to advise if there are any options available for you.

In accordance with Australian consumer law PackQueen does not accept exchanges or refunds in the following situations:

  • changed your mind (for example no longer require the boxes or ordered too many of a particular product)
  • ordered the wrong item (for example the packaging you purchased from PackQueen was too large or small for your needs)
  • found the goods cheaper elsewhere
  • were aware of the relevant fault before buying the goods (for example sample stock)
  • damaged the goods by misusing them (for example folded products incorrectly).
  • as a result of any delays by a courier

What if the product is faulty or incorrectly delivered?

We take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, we would like to help you resolve the problem. Returns will be accepted for products purchased online if they are faulty or the products delivered do not match your Order. All claims for faulty or incorrectly delivered items must be received within 5 days from date of delivery.

PackQueen may ask you to provide further information or photographs via email to help us assess your situation and to help resolve the issue as fast as possible. All online purchases claimed as faulty will need to be sent back to PackQueen for an official assessment by the PackQueen product development team.

How long will it take to get a refund if approved?

Once your goods have been received by PackQueen, please allow up to 5 working days for your refund to be processed back to your account. Your receipt of your refund will depend on the period of time it takes your financial institution to finalise the refund.

How do I contact the Customer Service Team?

The Customer Service team operates on Monday to Friday (excluding public holidays in Melbourne, Australia) from 8.30am until 4.00pm Australian Eastern Standard/Daylight Savings Time. Call (03) 8689 9344 or you can also contact us via email at