Refund Policy

Eligible for Refund / Return

  • Products delivered that significantly deviate from confirmed order specifications (GSM, width, or grade) beyond accepted industry tolerances
  • Goods received in damaged condition due to manufacturing defects
  • Short shipments where delivered quantity is less than invoiced and confirmed
  • Products found to be contaminated or unfit for intended use upon delivery
  • Orders cancelled before the production or dispatch stage

 

Not Eligible for Refund

  • Custom-specification products that have entered production based on buyer-confirmed specifications
  • Goods correctly supplied per the confirmed purchase order but no longer required by the buyer
  • Minor variations in GSM (±5%), shade, or width (±2mm) within standard industry tolerances
  • Claims submitted more than 14 days after the delivery date
  • Damage caused by improper storage, handling, or use by the buyer
  • Products returned without prior written authorization from NZK Packaging Group

 

14-Day Claims Window

All quality claims and discrepancy reports must be submitted within 14 calendar days of the delivery date. Claims submitted after this period will not be accepted.

 

1. Our Commitment

At NZK Packaging Group, we stand behind the quality of every jumbo roll we supply. Our refund and return policy is designed to be fair, transparent, and practical for the B2B industrial supply environment. We handle all claims promptly and professionally. Given the nature of our products — large-format industrial rolls produced to custom specifications — our policy reflects industry-standard practices for bulk paper and film supply. We encourage all buyers to request samples prior to confirming large orders.

2. Inspection & Acceptance

All deliveries must be inspected by the buyer upon receipt. It is the buyer's responsibility to: • Inspect goods within 5 business days of delivery • Check delivered quantities against the packing list and invoice • Assess product quality and verify it matches order specifications • Document any discrepancies with photographic evidence Acceptance of goods is considered complete if no written claim is submitted within 14 calendar days of the delivery date. After this period, goods are deemed accepted and no refund or return claims will be entertained.

3. How to File a Claim

To initiate a refund or return claim, please follow these steps: Step 1 – Contact us within 14 days of delivery at sales@nzkpackaginggroup.com with: • Your order number and invoice reference • Detailed description of the issue • Photographic evidence of the defect or discrepancy • Quantity and weight of affected goods Step 2 – Our quality team will review your claim within 5 business days and may request additional information or arrange an independent inspection. Step 3 – Upon approval, we will issue one of the following resolutions: replacement shipment, credit note, or refund to your original payment method. Unauthorized returns will not be accepted and goods will be returned to the sender at their cost.

4. Refund Processing

Approved refunds are processed as follows: • Bank wire transfer refunds: Within 7–14 business days of claim approval • Credit notes: Issued within 3 business days of claim approval and valid for 12 months • Replacement shipments: Scheduled within the standard lead time for the product type Refunds are issued in the original transaction currency. Any exchange rate differences are not covered. Shipping and handling costs are refunded only in cases where the error or defect is solely attributable to NZK Packaging Group.

5. Order Cancellations

Cancellation requests must be submitted in writing to sales@nzkpackaginggroup.com. • Orders cancelled before production begins: Full refund of deposit, less any bank or processing charges • Orders cancelled after production has commenced: Deposit is forfeited to cover material and production costs • Custom or bespoke orders: Non-cancellable once production has begun, as materials are purchased and allocated specifically for your order • Standard stock orders: Cancellation fees may apply depending on the stage of processing We strongly recommend reviewing all specifications carefully before confirming custom orders.

6. Damaged Goods in Transit

Risk of loss transfers to the buyer at the point of shipment as defined in the agreed Incoterms. For shipments where NZK Packaging Group. arranges freight (e.g., CFR or CIF terms): • Any transit damage must be noted on the delivery receipt and reported to the carrier immediately • A formal claim must be filed with the carrier within 3 days of delivery • NZK Packaging Group will assist in the claims process and provide shipping documentation For buyer-arranged freight (EXW or FOB terms), all transit damage claims must be directed to the freight forwarder or insurer arranged by the buyer.

7. Exclusions

This refund policy does not apply to: • Force majeure situations including natural disasters, strikes, or government restrictions • Goods that have been processed, converted, or altered by the buyer • Normal wear and degradation due to improper storage beyond standard conditions • Losses arising from business decisions made based on anticipated delivery timelines For any concerns not covered by this policy, please contact us directly and we will work to find a reasonable resolution.