Refund policy

REFUND, CANCELLATION AND CLAIMS POLICY

Effective Date: August 1, 2026

This Refund, Cancellation and Claims Policy applies to all Products purchased from LABELISTEN INC., a Delaware corporation, trading as POUCHES.com (“POUCHES.com,” “we,” “us,” or “our”).

POUCHES.com sells exclusively to businesses and other commercial customers. We do not sell Products to consumers for personal, family, or household use.

1. ALL PRODUCTS ARE CUSTOM-PRINTED; NO RETURNS

All Products sold by POUCHES.com are custom-manufactured and individually printed for Customer based on the print-ready PDF artwork, specifications, and other production information provided or approved by Customer.

Each Order is therefore manufactured specifically for that Customer and contains Customer-specific printing, branding, designs, text, graphics, or other content.

Because the Products are individually manufactured and printed for Customer, they cannot reasonably be resold or used for another customer.

Accordingly, all sales are final. Products cannot be returned, exchanged, or refunded once production has commenced, except for a valid claim for non-conforming Products expressly accepted by POUCHES.com in accordance with this Policy and our Terms and Conditions of Sale.

There is no general right of return.

This applies regardless of whether Customer:

  • no longer requires the Products;
  • ordered an incorrect quantity, size, material, configuration, or specification;
  • provided incorrect Artwork or information;
  • changes its branding, design, product, business, or requirements;
  • is unable to use or resell the Products;
  • has excess or unused inventory; or
  • is otherwise dissatisfied with Products that were manufactured in material conformity with the approved Artwork and Specifications.

2. CUSTOMER PDF ARTWORK AND APPROVAL

Customer is solely responsible for providing the final print-ready PDF artwork used to manufacture the Products.

Customer must carefully review all PDF artwork, Proofs, Specifications, dimensions, text, spelling, graphics, logos, colors, barcodes, QR codes, regulatory information, product claims, and other content before approving production.

Customer’s approval of the final PDF artwork or Proof constitutes authorization for POUCHES.com to manufacture the Products using the approved file.

Once approved, the final PDF artwork shall serve as the controlling reference for the printed content of the Order, subject to the Specifications and commercially reasonable manufacturing tolerances set forth in our Terms and Conditions of Sale.

POUCHES.com is not responsible for errors contained in Customer-provided or Customer-approved files, including errors in:

  • spelling or grammar;
  • text or translations;
  • graphics or images;
  • logos or trademarks;
  • dimensions or positioning;
  • barcodes or QR codes;
  • ingredients or nutritional information;
  • warnings or regulatory statements;
  • product claims; or
  • any other Customer-provided content.

An error contained in Customer’s approved PDF artwork does not constitute a manufacturing defect and does not create any right to a refund, reprint, credit, exchange, return, or cancellation.

3. CANCELLATIONS

Orders are custom production orders and may be cancelled only with POUCHES.com’s prior written approval.

Customer has no right to cancel an Order once production has commenced.

Production may commence immediately following Customer’s approval of the applicable final PDF artwork or Proof and satisfaction of any other production requirements.

If POUCHES.com voluntarily agrees to a cancellation before production has commenced, POUCHES.com may deduct or charge all costs already incurred in connection with the Order, including prepress work, Artwork preparation, tooling, raw materials, third-party costs, payment processing costs, and other non-recoverable expenses.

4. MANUFACTURING CLAIMS

The absence of a right of return does not affect Customer’s ability to submit a valid claim where Products materially fail to conform to the approved PDF artwork or Specifications due to a manufacturing error attributable to POUCHES.com.

Customer must inspect all Products promptly upon delivery and before filling, processing, converting, distributing, reselling, or otherwise using the Products.

Any visible manufacturing defect, shortage, or other non-conformity that could reasonably be discovered upon inspection must be reported to POUCHES.com in writing within five (5) Business Days after delivery.

Any latent manufacturing defect that could not reasonably have been discovered during the initial inspection must be reported in writing within thirty (30) calendar days after delivery, subject to our Terms and Conditions of Sale.

5. SUBMITTING A CLAIM

Claims must be submitted in writing to info@pouches.com and should include:

  • Order number;
  • invoice number, if available;
  • identification of the affected Product;
  • quantity allegedly affected;
  • detailed description of the alleged manufacturing defect;
  • clear photographs or video showing the issue; and
  • any additional information reasonably requested by POUCHES.com.

Customer must retain the allegedly affected Products and make them reasonably available for inspection, testing, or sampling.

POUCHES.com may require representative samples before determining whether a claim is valid.

Customer must not destroy, discard, alter, fill, process, rework, or otherwise dispose of Products subject to a claim without POUCHES.com’s prior written authorization.

6. NO RETURN REQUIRED UNLESS REQUESTED BY POUCHES.COM

Because all Products are individually printed for Customer, POUCHES.com does not generally accept physical returns.

Customer shall not ship Products back to POUCHES.com unless specifically requested and authorized in writing by POUCHES.com.

If inspection of physical Products is necessary to evaluate a claim, POUCHES.com will provide appropriate instructions.

Sending Products back to POUCHES.com without authorization does not create a right to a refund, replacement, credit, or other remedy.

7. PRODUCTION TOLERANCES

Custom printing and flexible packaging manufacturing are subject to commercially reasonable production tolerances.

Minor or commercially reasonable variations in color, Pantone® reproduction, CMYK reproduction, print registration, dimensions, material appearance, film thickness, finish, transparency, opacity, zipper placement, tear notch placement, valve placement, seal appearance, or other manufacturing characteristics do not constitute defects.

Colors displayed in a PDF, on a computer monitor, mobile device, digital Proof, photograph, or other electronic display cannot reproduce the final printed Product exactly and are provided as references only.

Samples and previous production runs are also references only. Commercially reasonable differences between production runs do not constitute manufacturing defects.

Production quantity variations permitted under our Terms and Conditions of Sale do not constitute a defect or shortage.

8. VALID MANUFACTURING CLAIMS; EXCLUSIVE REMEDIES

If POUCHES.com determines that Products materially fail to conform to the approved PDF artwork or agreed Specifications because of a manufacturing error attributable to POUCHES.com, POUCHES.com may, at its sole option:

(a) reproduce or replace the affected Products;

(b) repair or rework the affected Products where commercially practicable;

(c) issue a credit for the affected Products; or

(d) refund the purchase price actually paid for the affected Products.

To the fullest extent permitted by applicable law, these are Customer’s sole and exclusive remedies for non-conforming Products.

A defect affecting only part of an Order does not entitle Customer to reject, obtain a refund for, or require replacement of conforming Products.

9. CLAIMS NOT COVERED

POUCHES.com shall not be responsible for claims resulting from:

  • errors contained in Customer’s PDF artwork or other Customer-provided files;
  • Customer-approved Artwork or Specifications;
  • Customer ordering errors;
  • commercially reasonable manufacturing tolerances;
  • differences between screen displays, digital Proofs, samples, previous production runs, and final production;
  • improper storage or handling;
  • improper filling or sealing;
  • incompatibility with Customer’s contents, machinery, equipment, filling process, sealing process, or intended application;
  • misuse, negligence, alteration, or modification;
  • damage occurring after delivery;
  • failure to properly test the Products before commercial use; or
  • use of the Products for an application for which Customer has not independently determined their suitability.

10. SHIPPING DAMAGE

Shipping damage is not a manufacturing defect.

Visible shipping damage, missing packages, or other transportation-related issues must be documented promptly upon delivery.

Customer must preserve the affected Products, shipping cartons, packaging materials, and shipping labels and provide photographs or other evidence reasonably requested by POUCHES.com.

Customer shall reasonably cooperate with POUCHES.com in connection with any applicable carrier claim.

11. NO CHARGEBACKS IN LIEU OF CLAIM PROCEDURE

Customer shall not initiate a payment chargeback, payment reversal, deduction, or offset solely as a substitute for following the claim procedure set forth in this Policy and our Terms and Conditions of Sale.

Submission of a claim does not suspend Customer’s payment obligations.

12. TERMS AND CONDITIONS OF SALE CONTROL

This Policy provides a customer-facing summary of POUCHES.com’s cancellation, refund, and manufacturing claim procedures.

All Orders are subject to POUCHES.com’s Terms and Conditions of Sale.

If there is any inconsistency or conflict between this Policy and the Terms and Conditions of Sale, the Terms and Conditions of Sale shall control.

13. CONTACT

POUCHES.com
operated by LABELISTEN INC.
150 North Michigan Avenue, 35th Floor
Chicago, Illinois 60601
United States
Email: info@pouches.com