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 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.
Important: 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.
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. Visit our samples page to get started.
In accordance with Australian Consumer Law, the following situations determine whether a return or refund can be accepted.
- 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
- Products that are faulty or defective
- Products delivered that do not match your order
- Products that do not match their description on our website
- 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 take extreme care in ensuring our products meet our quality standards. However, if you receive a faulty product or an item that doesn't match your order, we want to resolve it as quickly as possible.
21-day claim window: 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.
When you contact us about a faulty or incorrect item, we may ask you to provide:
- Your order number
- Photographs of the fault or incorrect item
- A description of the issue
- The quantity of affected items
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.
If you believe you have received a faulty or incorrectly delivered item, follow these steps:
Email info@packqueen.com.au or call 03 8689 9344 as soon as you identify the issue. Do not delay — claims received after 21 days from dispatch may not be accepted.
Include your order number, photos clearly showing the fault or incorrect item, a description of the issue, and the quantity affected. This helps us assess your claim quickly.
Our customer service team will review your claim and respond with next steps. We may ask for additional information to help us assess the situation.
If your claim is approved, we will advise you on how to return the items to our Thomastown facility for official assessment by our product development team.
Once assessed and approved, we will arrange a refund, replacement, or store credit depending on the nature of the claim and your preference.
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.
The total time for your refund to appear in your account will also depend on your financial institution's processing times, which are outside our control. If you have not received your refund after 5 working days from our confirmation, please contact your bank or payment provider first, then reach out to us if the issue persists.
Our customer service team is here to help with any questions about returns, refunds, or your order.
Australian Consumer Law
Our returns policy is in accordance with Australian Consumer Law. For more information on your consumer rights, visit the Australian Competition and Consumer Commission (ACCC) website.
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. It's the smartest way to get your packaging right.
Australia's Largest Online Packaging Range — 6,000+ Products, Including 700+ Box Sizes
