Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy explains how Plastipac USA ("Plastipac," "we," "us") handles order cancellations, returns, exchanges, damaged-goods claims, restocking fees, and freight-related claims for industrial stretch film and packaging products purchased through our website or sales desk. This Policy forms part of our Terms of Service and should be read with our Shipping Policy.

2. Order Cancellations

• Before dispatch: You may request cancellation by emailing support@plastipacusa.com or calling (956) 400-3683 as soon as possible. If the order has not entered plant picking, packing, or carrier tender, we will typically cancel and refund amounts paid for the cancelled items.
• After dispatch: Once product has shipped or been tendered to a carrier, the order generally cannot be cancelled. You may still pursue a return under Section 4 if eligible, subject to freight and restocking charges.
• Plastipac-initiated cancellations: We may cancel orders due to inventory shortages, pricing errors, payment failure, suspected fraud, or shipping restrictions. Eligible prepaid amounts will be refunded.

3. Damaged Goods — Inspection at Delivery

Stretch film rolls, cases, and pallets can be damaged in transit. You must inspect shipments upon delivery before signing the carrier delivery receipt:

1. Check for torn film, crushed cores, wet cartons, broken stretch wrap on the pallet, missing units, or visible impact damage.
2. If damage or shortage is visible, note it clearly on the carrier delivery receipt / Bill of Lading before signing (e.g., "crushed corner – 2 cases damaged"). Signing "clear" or refusing to note visible damage may limit or bar freight and damage claims.
3. Photograph the damaged packaging, labels, and product before moving freight whenever reasonably possible.
4. Notify Plastipac within forty-eight (48) hours of delivery at support@plastipacusa.com with your order number, photos, and a copy of the notated delivery receipt.

Concealed damage discovered after delivery must be reported as soon as practicable and no later than five (5) business days after delivery, subject to carrier claim deadlines.

4. 30-Day Return Window

Eligible unused products may be returned within thirty (30) days of the delivery date, subject to the conditions below:

• Product must be unused, in original packaging, and in resalable condition;
• Cores, cartons, and labels must be intact and free of warehouse damage caused after delivery;
• A Return Merchandise Authorization (RMA) must be obtained from Plastipac before shipping any return;
• Custom, specially cut, private-label, or non-stock special-order items are generally non-returnable unless defective or shipped in error; and
• Opened or partially used rolls are not eligible for standard returns (defect claims are addressed in Section 6).

To start a return, email support@plastipacusa.com with your order number, SKU(s), quantity, and reason. Unauthorized returns may be refused and returned to you at your expense.

5. Restocking Fees & Return Freight

• Approved returns of non-defective, correctly shipped products may be subject to a restocking fee of up to twenty percent (20%) of the product purchase price, depending on product type, packaging condition, and handling required to return goods to inventory.
• Unless Plastipac shipped the wrong item or the product is confirmed defective, customer is responsible for return freight and must use a carrier and packaging method approved in the RMA instructions.
• Original outbound freight charges are generally non-refundable once the shipment has left our plant, except where required by law or where Plastipac is solely at fault for an erroneous shipment.
• Refunds (less applicable restocking and non-refundable freight) are issued to the original payment method after we receive and inspect returned goods, typically within ten (10) business days of completed inspection.

6. Defective Product Claims

If you believe stretch film or packaging product is manufacturing-defective, contact us promptly with lot/roll identifiers (if available), photos or video, and a description of the issue and wrapping conditions. Plastipac may request samples for laboratory or quality review. Remedies for confirmed defects may include replacement, store credit, or refund of the purchase price of the affected product, at our reasonable discretion, and constitute your exclusive remedy to the fullest extent permitted by law.

7. Freight Claims

Title and risk of loss transfer according to the shipping terms on your confirmation or invoice. For carrier-caused loss or damage:

• Preserve all packaging and freight documentation until the claim is resolved;
• Provide Plastipac with photos, delivery receipt notations, and claim details within the timelines in Section 3;
• Plastipac will reasonably assist with carrier freight claims where we arranged transportation; claim outcomes remain subject to carrier tariffs and rules; and
• If you arranged your own pickup or third-party freight, you (or your carrier) are generally responsible for filing and pursuing the freight claim.

Failure to note visible damage at delivery or to report claims within required windows may result in denial of freight or product claims.

8. Wrong Item or Quantity

If we ship an incorrect SKU or quantity, notify us within five (5) business days of delivery. We will arrange correction by replacement shipment, pickup/return of the erroneous goods, and/or refund/credit as appropriate. Do not discard incorrect shipments without written authorization.

9. How Refunds Are Issued

Approved refunds are processed through the original payment method (e.g., Stripe). Timing for funds to appear depends on your bank or card issuer and may take several business days after we initiate the refund. Order status updates will be communicated by email when available.

10. Exceptions & Non-Returnable Situations

• Products damaged due to improper storage, handling, or wrapping after delivery;
• Products altered, relabeled, or used in a manner inconsistent with intended industrial use;
• Returns initiated after the 30-day window without an approved exception; and
• Orders cancelled after carrier tender where return freight and restocking would apply if goods come back.

11. Contact for Returns & Claims

Plastipac USA Returns & Claims
Email: support@plastipacusa.com
Phone: (956) 400-3683 / (956) 400-6563

Include your order number, company name, and supporting photos or documents to help us resolve your request quickly.