Returns & Refunds
At Pacific Packaging Australia, we aim to make returns clear, fair, and practical. This policy explains how we handle change of mind returns, incorrect items, damaged goods, and products that may require assessment under Australian Consumer Law.
Please contact us before sending any goods back so our team can confirm the correct return process and provide return instructions.
Change of Mind Returns
We accept change of mind returns within 30 days of purchase, provided the return meets the conditions below.
- Items must be unused, unopened where applicable, in original packaging, and in resalable condition.
- Return shipping costs are the responsibility of the customer.
- Original delivery charges are not refundable for change of mind returns.
- A restocking fee may apply to bulk orders, special orders, or customised orders.
- Returns must be approved by our team before goods are sent back.
Items Not Eligible for Change of Mind Return
- Custom-printed, customised, or made-to-order products
- Clearance, discontinued, or end-of-line stock
- Used, marked, damaged, opened, or partially consumed packaging products
- Products not returned in original packaging or resalable condition
- Products returned without prior approval from our team
Faulty, Damaged, or Incorrect Items
If your order arrives incorrect, damaged in transit, or you believe an item is faulty, please contact us within 48 hours of delivery with your order number, photos, and a description of the issue.
We may request the goods be returned for inspection before determining the appropriate remedy. If a manufacturing fault, incorrect supply, or failure to meet applicable consumer guarantees is confirmed, we will provide an appropriate remedy in accordance with Australian Consumer Law, which may include replacement, refund, or another suitable resolution.
Product Use, Wear & Limitations
Our packaging products are designed for their stated use and should be handled, stored, and used appropriately. Products damaged through misuse, incorrect storage, abnormal use, overloading, accidental damage, contact with sharp or protruding objects, or normal wear and tear are not considered faulty.
For woven polypropylene bags, garden bags, bulk bags, and similar woven products, “heavy duty” means the product is manufactured from durable material for general handling and transport applications. It does not mean the product is puncture-proof, tear-proof, or suitable for all sharp, abrasive, or high-impact materials.
Garden Bags & Green Waste Use
Our woven polypropylene garden bags are suitable for general garden waste such as leaves, grass clippings, weeds, and light green waste. While they are made from durable woven polypropylene, they are not puncture-proof. Sharp branches, cut timber, thorns, metal objects, heavy abrasion, dragging, or protruding materials may puncture or tear the fabric during use.
Refund Process
Approved refunds are processed after the returned goods have been received and inspected. Refunds are generally processed within 5 to 10 business days after approval and will be issued back to the original payment method used for the purchase.
Inspection of returned goods does not automatically mean a refund, replacement, or credit will be approved. We will assess the condition of the goods and the reason for return before confirming the outcome.
How to Lodge a Return
- Email us at sales@pacificpackaging.com.au with your order number, product details, photos where relevant, and reason for return.
- Our team will review your request and confirm whether the return is eligible.
- Once approved, we will provide return instructions and the correct return address.
- Please pack the goods securely and use a tracked freight service where possible.
- Once received, we will inspect the returned goods and notify you of the outcome.
Need Help?
If you are unsure whether your product is eligible for return, please contact our team before sending anything back.