Last updated: June 4, 2026
XingKun specializes in custom printing and packaging products, including display stands, paper boxes, plastic boxes, notebooks, cards, stickers, labels, brochures, and related items. Because many of our products are made to customer specifications, the return and refund rules below are designed to balance production realities with fair quality protection.
1. Custom vs. Stock Items
- Custom-made products, including items with customer logos, custom sizes, special materials, custom structures, or bespoke printing, are generally non-returnable and non-refundable for change of mind, design change, or ordering mistakes after proof approval.
- Stock items, if offered, may be eligible for return only if unused, unopened, and in original condition.
2. Proof Approval and Sample Standard
- Digital proofs, mockups, and sample confirmations are used to align expectations before mass production.
- The signed-off sample, approved artwork, or written proof confirmation shall serve as the final reference standard for production.
- Minor differences between digital proofs, samples, and mass production may occur due to paper texture, coating, printing method, finishing process, ink behavior, and machine tolerances.
3. Quality Issues Eligible for Review
If a customer believes a delivered product has a quality issue, the claim must be supported by clear photos, order number, and a written description of the issue. Reviewable issues may include:
- Significant color deviation beyond the agreed proof or sample reference.
- Dimensions outside the agreed production tolerance.
- Incorrect material, structure, or finishing versus the confirmed specification.
- Functional defects caused by our production process.
For custom printing and packaging, reasonable production tolerances may apply. Unless otherwise agreed in writing, minor industry-standard variations that do not materially affect use, appearance, or commercial value are not considered defects.
4. Claim Window
- Customers must notify XingKun of any quality concern within 15 to 30 days after receipt, depending on the product type and project agreement.
- Claims submitted after the agreed claim window may be declined.
- To protect both sides, customers should inspect goods upon delivery and retain all packaging and relevant materials until the review is complete.
5. Resolution Options
If a claim is verified, XingKun may, at its discretion and based on the specific circumstances, provide one of the following remedies:
- Reproduction of the affected quantity.
- Partial refund.
- Full refund of the defective portion.
- Other commercially reasonable solution agreed by both parties.
We do not cover issues caused by customer-supplied artwork errors, unapproved revisions, incorrect color expectations not confirmed in the proof, improper storage, misuse, or resale without approval.
6. Third-Party Inspection
For significant disputes, both parties may agree to use an independent third-party inspection report, such as SGS or another mutually acceptable inspection organization, as evidence for determining whether a product quality issue exists and what remedy is appropriate.
7. Shipping and Return Costs
Because most of our products are custom-made, return shipping may not be required or economically practical. Where return or inspection is approved, shipping responsibility will be determined based on the nature of the issue, the production agreement, and applicable trade terms.
8. Exclusions
The following are generally not eligible for return or refund:
- Products approved by signed proof or signed sample and delivered as confirmed.
- Items with minor acceptable deviations within industry tolerance.
- Products damaged by the customer, warehouse conditions, third-party carriers after risk transfer, or improper handling.
- Orders canceled after materials have been procured or production has started, unless otherwise agreed in writing.
9. Contact for Claims
Please send claim requests to:
- Email: xingkun9999@126.com
- Phone: +86 138-2368-3306
Include your order number, photos, and a brief explanation of the issue.
