POUCH ME'S REFUNDS AND REPRINTS POLICY

100% HAPPINESS GUARANTEE

LEARN HOW WE RESOLVE ISSUES.

Thanks for visiting Pouch Me! Please go over the information on this page to see how we manage orders and print projects that may be eligible for refunds or reprints using https://pouch.me website (“site”) users' (each, a “user”) data.

THE POUCH ME QUALITY GUARANTEE

We stand behind the quality of the products and services included in the site.

Everyone at Pouch Me is committed to the service and satisfaction of its clients. As a business who has been in the print branding and packaging industry for nearly two decades, we make sure that each custom print order delivered is of the greatest value.

PLEASE BE GUIDED.

We have created this complete and concise document for you. This Refund and Reprints Policy applies to Pouch Me (“Pouch Me”, “us,” “we,” or “our”) and all products and services offered by Pouch Me. This policy applies to all current and former Pouch Me customers.
If you require clarifications regarding this document, have a specific order that we need to review, or if you dont' find what you are looking for here, please don't hesitate to contact us at service@pouch.me. We'd love to know what your concerns are and help in any way we can to sort everything out.

WHAT THIS MEANS

We begin by being clear about this policy and guaranteeing there are no special catches or exceptions. We want you to be happy with your orders. All our teams work hard to deliver the best possible service for you. If despite our time and best efforts you are not 100% satisfied with your order, please contact our management team via our main email, service@pouch.me, with the subject line “Attn: Management.”
Our ultimate goal is to create custom print packaging that meet the customer’s full specifications and perform perfectly in the print applications specified by the customer. Our 100% Happiness Guarantee prevails with our quality control and assurance practices.
When does this policy apply? A customer is covered if the correct order specifications and print applications have been clearly established with Pouch Me's Service, Prepress, and Production Teams and any of these were not specifically followed or realized. Products with manufacturing errors are also covered by this policy.

HOW IT WORKS

TIME TO CONTACT

We inspect every custom printed pouch we produce for customers thoroughly before we carefully package and ship. If you receive a print job that you believe has manufacturing errors, please contact us within two (2) business days after your package arrives so we can assess the situation. We will not entertain any complaints after the said period.

DELIVERABLES

Apart from your written complaint, we require you send digital photos or a video documenting the product defect. In most cases, we will request you to keep all products and return 10 of these samples of the defective products back to us for testing.

SHIPMENT AND SHIPPING TIMES

Pouch Me reserves the right to ship any product back to you if it has been deemed within our quality standards after sorting. You may not reject the shipment or any part of them returned by us after our assessment and product quality review.
For reprints, we will abide by the usual turnaround time; however, this can vary depending upon available production capacity.

FINAL DECISION

Determination of errors and equivalent credit is at the sole discretion of the Pouch Me staff directly responsible for handling said print project and corresponding order/s.

RESOLUTION OPTIONS

IF FOUND TO BE ELIGIBLE

You may choose one of the following solutions:

- 100% free reprints on any inaccurate or defective pouch or bag print orders
- 100% payment refund on any inaccurate or defective pouch or bag print orders, if a reprint is not an acceptable solution

FEES NOT COVERED BY THIS POLICY

IMPORTANT REMINDERS

Again, all claims must be made within two (2) days of receiving your order. As shipping, shipping, postage, and processing expenses have already been consumed, please note that these charges cannot and will not be refunded.

PRODUCT FEATURES NOT COVERED BY THIS POLICY

With regard to clear cut exceptions to this policy, please take note that we will not exchange, reprint, or refund your order under the following circumstances:
1) Punctuation, spelling, or grammatical errors made by the customer;
2) Low resolution images uploaded or submitted resulting to poor quality prints;
3) Error in design, color selection, or photo submission that is introduced by the customer during file creation;
4) Incorrect user-selected options such size, product type, finishing options, or quantity;
5) Incorrect image orientation, file submission, or file dimensions submitted following the specifications posted by Pouch Me service and Prepress associates;
6) Damaged fonts, transparency issues, overprint issues;
7) Variances in color from the conversion of Pantone or RGB colors to CMYK after customer's proof approval and confirmation 
8) Incorrect file layout for die cutting or other custom-made services;
9) Duplicate orders by the customer;
10) Incorrect shipping address, undeliverable packages/3rd delivery attempts, or other errors by the customer;
11) Product damage after it is received by the customer

THIS GUARANTEE IS ALSO SUBJECT TO A FEW OTHER TERMS AND CONDITIONS:

1) The full refund guarantee does not apply to shipping claims. We will reprint custom print orders damaged or lost by the Post Office. However, we reserve the right to have you provide digital photographs of the damaged items before we can initiate an insurance claim.

We reserve the right to have you return the original order, at our cost, before reprinting or refunding your order. In no event are goods to be returned to us without in each instance obtaining our prior written consent. Pouch Me staff and management reserve the right to refuse any goods returned for credit without such prior written permission.

The maximum refund per custom print order, or customer, is $1,000 USD. The only remedy for problems with orders amounting to or over $1,000 USD is reprinting of the custom print order to correct product defects.
2) Color matching, cutting, and die cutting tolerances are guaranteed to be within industry standards for pleasing color and tolerances published within our website.
3) This guarantee is limited to the reprint of the original order quantity or refund of the purchase price of the order. We, however, do not claim responsibility for any damages or claims incurred by your business or by you due to receiving the products or custom prints that are incomplete or defective.
4) Pouch Me will not be held liable if you received the goods later than the estimated delivery date.
5) This service guarantee does not cover expenses or fees for postage, mailing service, or other fees associated with incidental or consequential damages or claims. Pouch Me will not be held liable for any errors during sending (i.e. postal service errors, delay, or loss).

CHANGES TO THIS POLICY

Pouch Me has the discretion to change this policy at any time and do necessary updates reflective of the current best practices.
You will know that modifications have been made because the date at the bottom of this page will also change. In conjunction with this, we encourage users to always check this page for any updates to stay informed.
You acknowledge and agree that it is your responsibility to review this document periodically and therefore become aware of any changes.

CONTACTING US FOR ANSWERS

If you have any questions about this document, the practices of this site, or your dealings with this site, please contact us at:
Pouch Me
67 Songzhu Rd. Sec. 3 3rd fl-2
Beitun District, Taichung, Taiwan 406
+886 4 22432593, +61 2 8488 3116
Or at our corporate offices:
Primerie International Limited
Blk A, 15/F Hillier Comm. Bldg., 65-67 Bonham Strand East, Sheung Wan, Hong Kong

NEED MORE INFORMATION?

Don't hesitate to contact us at
service@pouch.me
This document was last updated on June 7th, 2022.


COPYRIGHT © 2022 POUCH ME. ALL RIGHTS RESERVED.
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