Overview

This policy covers all products purchased from Greenpacks USA. Our cups are food-contact packaging, so we cannot take back or resell product that has been opened, tampered with or exposed to contamination.

Stock products

Stock products can be returned within 30 days of delivery if they are in original condition.

•     Cases must be unopened, sealed, in their original packaging and fit for resale.

•     Product that has been opened, tampered with or contaminated cannot be resold and will not be accepted or refunded.

•     A return authorization from Greenpacks USA is required before any product is shipped back. Returns sent without one may be refused.

•     The customer pays return shipping. Original shipping charges are not refunded.

•     Returned product is inspected on arrival. Product that does not meet these conditions is not refunded and can be shipped back at the customer's expense.

Custom products

Custom products cannot be returned or refunded. They are printed specifically for one customer with that customer's branding and logo, and cannot be resold to anyone else.

Custom products are still covered by the freight damage and defective product sections below.

Freight damage

Freight damage must be written on the bill of lading (BOL) or receiving paperwork when the third-party delivery company drops off the product, before the driver leaves. Greenpacks USA cannot honor freight damage claims that were not noted at delivery.

1.    Inspect the shipment before signing. Check the case and pallet count and look for crushed, wet or torn cases.

2.    Write the damage and the number of affected cases on the BOL or delivery receipt, and keep a signed copy.

3.    Take photos of the damaged product, the packaging and the pallet.

4.    Send the photos and the marked paperwork to Greenpacks USA within 2 business days of delivery.

5.    Keep the damaged product and its packaging until the claim is resolved. The carrier may need to inspect it.

Signing the delivery paperwork without noting damage means the shipment was received in good condition.

Defective products

All cups are subject to a standard 3% defect allowance. Defects at or below 3% of the cups in an order are within normal manufacturing tolerance and are not eligible for return, refund or credit.

A defect is a manufacturing flaw that keeps the cup from doing its job, such as leaking. Damage caused by storage, handling or use after delivery is not a defect.

If a customer reports that more than 3% of an order is defective, Greenpacks USA handles the claim in this order:

1.    One-case test. Greenpacks USA picks up one case from the order, at no charge, and tests the cups in that case to see whether the defect rate is above 3%.

2.    Case tests above 3%. Greenpacks USA works with the customer on one of the three remedies below.

3.    Case tests at or below 3%. The claim is closed, unless the customer chooses to have Greenpacks USA pick up and inspect the entire order. That choice belongs to the customer.

4.    Full-order inspection. If the customer requests it, Greenpacks USA picks up the entire order and inspects it. The result decides who pays:

Greenpacks USA will give the customer an estimate of these charges before a full-order pickup is scheduled.

Remedies when defects exceed 3%

If the defect rate is above the standard 3%, Greenpacks USA will work with the customer on one of three options:

•     A. Pro-rated discount. A discount based on the defective percentage, to the satisfaction of the customer.

•     B. Re-run. Greenpacks USA re-runs the entire order at its expense, and the customer can dispose of the defective product.

•     C. Refund. A full refund for the defective product.

To keep a defect claim valid:

•     Report it within 30 days of delivery, with the order number and photos of the defects.

•     Stop using the affected product and keep it in its original cases until the claim is resolved.

Starting a return or claim

Contact Greenpacks USA before sending anything back. Include:

•     Order or invoice number

•     Product and quantity involved

•     Reason: stock return, freight damage or defect

•     Photos, for freight damage and defect claims

•     A copy of the marked BOL or receiving paperwork, for freight damage claims

Approved refunds are issued to the original payment method, or as account credit, after the returned product has been received and inspected.