Refund Policy
Effective Date: 15.04.2025
We want you to be fully satisfied with your purchase from RoasterPack.com. All of our products are custom printed to your specifications, and we stand behind the quality of every order we produce.
Custom Printed Goods
All products sold by RoasterPack.com are made to order based on your approved design and specifications. Under EU consumer law, custom-made goods are exempt from the standard right of withdrawal. We do not accept returns or issue refunds for orders that have been produced to your approved design and specifications.
Quality Guarantee
If your products arrive with manufacturing defects or printing errors caused by RoasterPack.com, we will reprint the affected items or issue a full refund at no additional cost to you.
This guarantee does not apply to errors in design files supplied by the customer.
Refunds & Processing
Customers are responsible for covering the cost of return shipping. We recommend using a trackable shipping service to ensure safe delivery of the returned items.
Non-Refundable Items
Once your quality claim is approved:
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We will either reprint the affected items or issue a full refund — your choice.
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We aim to process all approved refunds within 14 days of confirming your claim is valid, in accordance with EU consumer law.
Return Shipping Costs
If a return is required as part of an approved quality claim, RoasterPack.com will cover the cost of return shipping. We will provide instructions and a return label once your claim has been approved.
How to Start a Return
To initiate a return, please contact us via email at:
Be sure to include:
• Your full name
• Order number
• A description of the issue and clear photographs of the affected items
Claims must be submitted within 7 days of receiving your order.
Our team will review your claim and respond within 2 business days.
Complaints Procedure
If you are unhappy with our response to a quality claim, you may escalate your complaint by emailing info@roasterpack.com with the subject line "Formal Complaint."
We will acknowledge your complaint within 2 business days and provide a resolution within 7 business days.
If the matter remains unresolved, you have the right to contact the relevant consumer authority in your country.