Revisions before production
Changes are inexpensive up to the point where production starts, and this is deliberately the stage where we encourage you to be fussy.
- Artwork revisions — We work through revisions until the file is production-ready, at no additional charge.
- Specification changes — Structure, material, insert and finishing can be changed before production. The quote is revised to match.
- Changes that need new tooling — A different die line, a new foil block or a new tray tool is a separate cost, and we say so before proceeding rather than afterwards.
- Sample rounds — If a sample is not right, we adjust and make another. That is what the stage is for.
After you approve
Approving a proof or a physical sample makes it the production reference. Once production has begun, the job is being manufactured to that reference and changes are no longer possible without starting again.
- Approval means the artwork, colour, structure and fit have been accepted.
- Cancellation after production has started is charged for work completed and materials committed.
- Tooling already produced is chargeable regardless of whether the run proceeds.
What we will put right
If we have not delivered what was approved, we will remake it or credit it. That is the straightforward case and we do not argue about it.
- Manufacturing defect — Cracked creases, failed glue seams, mis-registered print, incorrect cutting.
- Wrong specification — Board, insert, finish or structure different from what was quoted and approved.
- Colour outside tolerance — Measured against the approved proof or retained reference sample.
- Insert fit failure — Where an insert does not hold the vial it was fit-tested against.
- Short delivery — Beyond the stated quantity tolerance.
What is not covered
Being clear about this in advance avoids a difficult conversation later.
- Approved artwork errors — Typographic errors, wrong codes or incorrect content in a file you approved. Preflight checks production issues, not content.
- Normal tolerances — Small colour, dimensional and quantity variation within the stated tolerance is inherent to custom manufacture.
- Change of mind — Custom packaging cannot be resold, so a completed order made to your approved specification is not returnable.
- Vial changes after tooling — If the vial changes after the insert was cut, new tooling is chargeable.
- Storage damage — Board damaged by moisture, heat or poor storage after delivery.
- Regulatory outcomes — We do not review content for compliance and cannot be responsible for regulatory consequences of approved artwork.
How to raise a problem
- 1. Tell us promptly — Ideally while the shipment is still intact and unopened cases remain.
- 2. Send photographs — Of the defect, the batch, and the outer case if it is a transit issue.
- 3. Keep the goods — Do not discard or return anything until we have agreed what happens. We may need samples back.
- 4. Quote the job reference — It lets us compare against the retained approved sample immediately.
Raise it through the contact page and it will be routed to the person who ran the job.
How we resolve it
- Remake — The usual outcome, and generally the fastest.
- Partial credit — Where part of a delivery is affected and the rest is usable.
- Full credit — Where the delivery cannot be used at all.
- Specification change — Where the problem reveals a design issue, we change the specification for future runs at no charge.
The best protection against all of this
Approve from a physical sample rather than from a screen. A loaded sample tells you whether the vial stays put, whether the box closes properly, how the finish feels and whether the colour is right — none of which a digital proof can show. It is the cheapest insurance in the whole process.
The stage-by-stage sequence, and where each kind of problem is cheapest to catch, is on the how to order page.