Terms and conditions of sale

About these terms

In these terms, 'we', 'us' and 'our' mean Custom Boxez Limited, trading as Custom Boxez. 'You' means the business or person placing the order. 'Goods' means the packaging and any related items we supply, and 'quotation' means the written quotation we issue for your order.

These terms apply to every quotation we issue and every order we accept, in place of any other terms, including terms printed on your purchase order. If your quotation or our written order confirmation says something different from these terms, the quotation or order confirmation applies to that order.

A business customer is anyone buying for purposes relating to their trade, business, craft or profession. A consumer is an individual buying wholly or mainly for purposes outside those.

Quotations

Your quotation is based on the information you give us, such as dimensions, quantity, box style, materials, printing, finishes, inserts, artwork and your required delivery date. If that information changes, or turns out to be different when we see your artwork or product, we may need to revise the quotation before production.

A quotation is not a binding offer until we accept your order, and it is valid for the period stated on it. Information on our website and answers from Aura, our AI chat assistant, are general guidance and are not quotations.

Your quotation shows the price and how VAT applies. Free Shipping, Free Lamination and No Die Charges are standard on every order, and your quotation confirms exactly what is included.

Orders and acceptance

A contract is formed only when we accept your order by confirming it in writing, for example by email.

Please check that the quotation and our order confirmation reflect what you need, including quantities, dimensions, specification and delivery details, and tell us straight away if anything is wrong.

Unless your quotation says otherwise, goods are produced at our partner manufacturing facilities outside the United Kingdom, including in Turkey, China and Pakistan, and are delivered to your UK address. If you need your order manufactured in the United Kingdom, tell us before you place it so that we can quote for that specifically.

Artwork and your responsibilities

You are responsible for the artwork, text, images, logos, barcodes and information you supply or approve, including spelling, legal and regulatory information, product claims, ingredient or safety information and any recycling marks.

You confirm that you own, or have permission to use, everything you supply, and that printing it on packaging will not infringe anyone's rights or break the law. You agree to compensate us for losses we suffer as a result of a claim that material you supplied infringes someone else's rights.

We check files for technical suitability, such as resolution, bleed and fit to the dieline, but we do not check content for legal or regulatory compliance. We may refuse to print content that we reasonably consider unlawful, infringing, defamatory or offensive.

You keep the rights in your artwork, and you give us permission to use it to produce your order and any reorders. We will ask for your permission before we show your packaging in our gallery or case studies.

Proofs and approval

Before production we send you a proof, usually a digital proof of your artwork on the dieline. Physical or pre-production samples are provided only where your quotation says so; ask about sample options when you request your quotation.

Please check every proof carefully, including dimensions, spelling, colours, barcodes, legal text and the position of artwork on each panel. Your written approval of a proof is your instruction to produce the goods as shown.

We are not responsible for errors in a proof you have approved. Changes requested after approval may affect the price and the delivery timing, and are made only once we have confirmed them in writing.

Colour and production tolerances

Colours on screen and in digital proofs are a guide only, because screens and printed board show colour differently. Colour can also vary slightly between materials, within a production run and between runs. Where exact colour matters, give us Pantone references and discuss it with us before you approve the proof. We cannot guarantee an exact match to a screen, a digital file or a previous run unless we have agreed a specific colour standard in writing.

Board, printing, cutting, creasing, finishing and hand assembly all involve small natural variations. Minor variations in colour, dimensions, finish or registration within normal industry tolerances are not defects. Any specific tolerances for your order are stated on your quotation.

Natural and speciality materials, such as kraft board and textured papers, vary in shade and texture by their nature.

Quantities

Because of the way custom packaging is produced, the quantity delivered may be slightly more or slightly less than the quantity ordered. Any allowance for over- or under-supply, and how it affects your invoice, is set out on your quotation.

Delivery

Delivery is included on every order. Your quotation confirms the delivery address and timing.

Tell us your required delivery date and our team will confirm whether the timing is achievable. Delivery timing depends on prompt approval of artwork and proofs, and on receipt of any payment due before production; delays in those steps will move the delivery date. Unless we have expressly agreed in writing that a delivery date is essential, delivery dates are estimates.

Please make sure someone can receive the delivery at the agreed address and that the delivery point is accessible. If a delivery cannot be made for a reason within your control, we may charge reasonable costs of redelivery or storage.

Where it is agreed or practical, we may deliver an order in instalments, and each instalment may be invoiced separately.

Risk and ownership

Risk of loss or damage to the goods passes to you when they are delivered to the address on your quotation or order confirmation.

Ownership of the goods passes to you only when we have received payment in full for them. Until then, if payment is overdue, we may recover goods that have not been used or resold.

Payment

When payment is due and how you can pay are set out on your quotation or invoice. We offer secure online payments powered by Stripe, and payment against invoice where your quotation says so. Payments are processed by Stripe; we do not store card details.

Production starts once any payment due before production has been received. If a business customer pays late, we may charge interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998, and may pause further work until payment is made.

Changes and cancellation

Every order is made to your specification and cannot be sold to anyone else, so cancellation is limited.

Before production starts, you may cancel an order by telling us in writing. We may charge for work already carried out at your request, such as structural design, proofs and samples.

Once production has started, including ordering materials for your order, making tooling or printing, the order cannot be cancelled unless you pay for the work done and the materials committed, which may be up to the full price of the order.

If you ask to change an order after approval, we will tell you whether the change is possible and how it affects the price and the delivery timing.

Checking goods and making a claim

Please check the goods when they arrive. Where possible, note any visible damage or shortage on the delivery paperwork, and tell us in writing, with photographs, within the claims period stated on your quotation.

If goods are defective, or do not match the approved proof and specification beyond normal tolerances, we will at our option reprint or replace the affected goods, or refund or credit the price of the affected quantity. Please keep the goods and their packaging, and do not use or dispose of them, until we have had the chance to inspect them.

We are not responsible for problems caused by errors in artwork or proofs you approved, by dimensions or product information you supplied, by the way the goods are stored, handled or used after delivery, such as damp storage, or by normal wear and tear.

Our liability to business customers

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law.

Subject to that, we are not liable to a business customer for loss of profit, revenue, business, goodwill or anticipated savings, or for any indirect or consequential loss.

Subject to that, our total liability to a business customer arising out of or in connection with an order, whether in contract, tort (including negligence) or otherwise, is limited to the price paid or payable for that order.

This section does not apply to consumers, whose position is set out in the section for consumer buyers.

Events outside our control

We are not responsible for delay or failure to perform caused by events outside our reasonable control, such as the failure of a supplier or carrier, severe weather, fire, flood, industrial action, power or network failure, or government action. We will tell you as soon as we can and take reasonable steps to reduce the effect. If the delay is substantial, either of us may cancel the affected order, and we will refund any payment for goods not supplied.

Consumer buyers

If you buy as a consumer, you have legal rights under the Consumer Rights Act 2015: the goods must be of satisfactory quality, fit for any particular purpose you made known to us, and as described. Nothing in these terms affects those rights. Citizens Advice can tell you more about them.

Because the goods are made to your specifications and personalised with your artwork, the 14-day cancellation right that applies to many online purchases does not apply to them, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The limits in the section on our liability to business customers do not apply to you. We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill, but not for loss that was not foreseeable or for business losses.

If you live in Scotland or Northern Ireland, you may bring proceedings in your local courts.

General

These points apply to every contract between us:

• You may not transfer your rights under a contract without our written consent. We may transfer ours to another organisation and will tell you if we do.
• If a court decides that any part of these terms is invalid, the rest continues to apply.
• If we do not enforce a right straight away, we can still enforce it later.
• Only you and we have rights under the contract; the Contracts (Rights of Third Parties) Act 1999 does not apply.
• For business customers, the quotation, our order confirmation and these terms form the entire agreement between us, and you have not relied on any statement that is not set out in them. This does not limit liability for fraud.
• We may update these terms from time to time. The terms that apply to your order are those in force when we accept it.

Governing law

These terms and any contract between us are governed by the law of England and Wales. For business customers, the courts of England and Wales have exclusive jurisdiction. Consumers may also bring proceedings in the courts of the part of the UK where they live.

Contact us

If you have a question about these terms or your order, email us at quotes@customboxez.co.uk or call +44 7446 230747 (10:00–18:00 UK time).