Refund & Return Policy
We stand behind every order with our 100% Satisfaction Guarantee. If something isn't right, we'll make it right — no runaround, no fine print.
No questions asked.
7-Day Claim Window
Report issues within 7 days of delivery with photos as proof.
Free Reprint Option
Quality issues? We reprint and reship at absolutely no cost to you.
Full Refund Available
Prefer a refund over a reprint? We'll process it within 5 business days.
2-Hour Response
Contact our team — we respond within 2 business hours, Mon–Fri.
Because all our products are custom-made to your exact specifications, we cannot accept returns for change of mind. However, if there is any quality defect, printing error, or damage — we will reprint your order or issue a full refund, your choice, no questions asked. Your satisfaction is our guarantee.
Policy Overview & Our Guarantee
At CustomMylarBags.shop, every bag we produce is printed specifically for your brand based on your approved artwork and specifications. Because of this custom nature, standard retail return policies don't apply — we cannot resell a bag printed with your logo to another customer.
However, we hold ourselves to a very high standard of quality. If we make a mistake — whether it's a printing error, a defect in materials, the wrong size, or damage during shipping — we fix it completely at our expense. This is our 100% Satisfaction Guarantee and it applies to every single order we ship.
We've fulfilled over 50,000 orders and our reprint/refund rate is under 1.2%. When something does go wrong, we resolve it fast — typically within 2–3 business days of your claim being filed.
What Qualifies for a Refund or Reprint
We categorise claims into two groups — situations where we cover the cost completely, and situations where we are unable to offer a resolution. Here's a clear breakdown:
- Printing errors — colours significantly different from approved proof
- Wrong product shipped (wrong size, wrong bag style)
- Defective zippers, seals, or bag structure
- Physical damage during shipping
- Missing items from your order
- Significant blurring or smearing of print
- Text or logos printed incorrectly versus proof
- Bag material defects (tears, holes, delamination)
- Order arrived with incorrect quantity (short-shipped)
- Change of mind after proof approval
- Errors in artwork you submitted and approved
- Colour variation within industry-standard tolerance (±5% CMYK)
- Design changes requested after production has started
- Claims filed more than 7 days after delivery
- Bags damaged by the customer after receipt
- Incorrect sizing chosen by customer during ordering
- Low-resolution artwork you supplied that prints blurry
- Compliance issues resulting from your design content
⚠️ Important: Once you approve your digital proof, you take responsibility for the design content, spelling, layout, and colour choices shown in that proof. Always review your proof carefully before approving. We send proofs in high resolution — zoom in and check every detail.
How to File a Claim
Filing a claim is straightforward. Follow these steps and we'll have your issue resolved as quickly as possible:
Contact Us Within 7 Days of Delivery
Email us at support@custommylarbags.shop or use the contact form within 7 calendar days of your delivery date. Claims submitted after this window cannot be processed.
Include Your Order Number & Clear Photos
Include your order number (found in your confirmation email) and at least 3–5 clear photos showing the issue. For damage claims, photograph the shipping box and all packaging materials as well.
We Review Within 1 Business Day
Our quality team reviews every claim personally. We'll confirm receipt of your claim within 2 hours and provide a full decision within 1 business day.
Choose Reprint or Refund
If your claim is approved, you choose: a full reprint shipped at no cost, or a full refund to your original payment method. We never offer partial resolutions for eligible claims.
Resolution Completed
Reprints ship within 5–7 business days. Refunds are processed within 5 business days and typically appear in your account within 3–5 additional business days depending on your bank.
- Order number (format: CMB-XXXXX)
- Date of delivery (check your tracking)
- Description of the issue in detail
- 3–5 clear photos showing the defect
- Photo of shipping box if damaged in transit
- Whether you prefer reprint or refund
Refund & Reprint Timelines
Once your claim is approved, here's exactly what to expect at each stage:
Reprint Timeline
Refund Timeline
Refunds are always issued to the original payment method used during checkout. We cannot issue refunds to a different card, account, or via store credit unless previously agreed in writing.
Order Cancellations
We begin processing your order immediately after payment is confirmed. Because of this, our cancellation window is short:
- Within 2 hours of payment — Full refund, no questions asked. Email us immediately.
- After 2 hours, before proof approval — 50% refund. Design and setup work has begun.
- After proof approval — No refund possible. Production materials have been allocated and printing may have started.
- After production starts — No cancellation or refund possible under any circumstances.
To cancel an order, email support@custommylarbags.shop immediately with your order number and the subject line "CANCELLATION REQUEST — [Your Order Number]". We process cancellation requests in the order they are received.
Shipping Damage Claims
Occasionally, orders are damaged in transit by the carrier. If this happens to your order, follow these steps immediately:
- →Do not discard the packaging — keep the original shipping box and all packing materials.
- →Photograph the exterior box, the damaged products, and all internal packing.
- →Contact us within 48 hours of delivery — shipping damage claims have a shorter window due to carrier requirements.
- →We will file a carrier claim on your behalf and arrange either a reprint or refund at no cost to you.
Carrier damage claims (FedEx, UPS, DHL) require photographic evidence to be processed. Claims without photos of the damaged packaging cannot be submitted to the carrier and may affect the resolution timeline.
Colour Accuracy & Tolerance
Custom printing involves a natural variance between what you see on a screen (RGB) and what comes off a printing press (CMYK). This is an industry-wide characteristic, not a defect.
We accept colour variance claims only when the deviation exceeds ±10% from the approved digital proof under standard lighting conditions. Minor colour shifts that fall within this tolerance are not eligible for reprints or refunds.
- Submit artwork in CMYK colour mode, not RGB
- Use Pantone spot colours for brand-critical colours
- Request a physical sample proof before large orders (available on request)
- View your digital proof on a calibrated monitor if possible
- Avoid very light or very dark shades — these are hardest to match precisely
Contact Our Support Team
Have a question about a claim, or not sure whether your situation is covered? Reach out — we're friendly, responsive, and genuinely want to help resolve your issue.
- Email (fastest): support@custommylarbags.shop — reply within 2 business hours
- Contact Form: custommylarbags.shop/contact — same response time
- Phone: +1 (347) 352-6440 — available Mon–Fri, 9am–6pm EST
- Business Hours: Monday–Friday 9am–6pm EST | Saturday 10am–3pm EST
When contacting us about a claim, always include your order number in the subject line. This ensures your message is routed to the right team member immediately and reduces response time significantly.
This policy was last updated on January 15, 2026 and applies to all orders placed on or after this date. CustomMylarBags.shop reserves the right to update this policy at any time. For orders placed before this date, the policy in effect at the time of purchase applies. This policy does not affect your statutory rights.
Questions? We're Here to Help
Our support team responds within 2 business hours, Monday through Saturday.
Contact Us Now →