Exchange and Return Policy
At VOLYNPACK, we carefully control the quality of our packaging at every stage of production. However, if you have any questions about the received products, we are always ready to resolve them in accordance with Ukrainian legislation and our internal quality standards.
Below are the detailed exchange and return conditions for different product categories.
1. Return of Standard Products (Without Printing)
If you ordered ready-made serial products from stock (kraft bags, sachets, parchment of standard sizes without your logo), you have the right to return or exchange them within 14 days from the date of receiving the order.
Conditions for returning standard goods:
The product has not been used for its intended purpose and shows no signs of use.
The product appearance and integrity of factory packaging (boxes, stretch film, labels) are preserved.
A payment document (delivery note, receipt) confirming the purchase is available.
Please note: shipping costs for returning standard products of proper quality are paid by the Buyer.
2. Custom Orders (Branding and Special Sizes)
In accordance with Appendix No. 3 to the Resolution of the Cabinet of Ministers of Ukraine dated 19.03.1994 No. 172, goods of proper quality made to individual order are not subject to exchange or return.
Such goods include:
Bags and labels with your corporate logo or design applied (flexographic printing).
Products of non-standard sizes or made from non-standard raw materials, manufactured specifically to your request.
Packaging cut to non-standard formats (e.g., individual parchment cutting).
We launch such print runs into production only after your approval of the electronic or physical layout. After layout approval, claims regarding element placement, font sizes, or chosen colors are not accepted.
3. Quality Guarantee and Manufacturing Defects
We take full responsibility for the quality of our products. If you find a manufacturing defect, we will replace the defective batch free of charge or refund your money.
What is considered a manufacturing defect:
Poor gluing of the bottom or side seams, leading to bag rupture before loading (within the stated load capacity).
Handle detachment under load less than stated in technical specifications.
Significant deviation of print color from the approved color proof layout.
What is NOT a manufacturing defect:
Natural variation in kraft paper shades between different batches (since kraft is a natural eco-raw material, its color may vary slightly from light brown to dark brown).
Packaging damage caused by the transport company during delivery (such claims should be made to the carrier upon receipt of the shipment).
4. How to File a Claim (Complaint)
If you find a defect or order discrepancy, follow a few simple steps:
Document the problem: Take clear photos or videos that clearly show the packaging defect.
Contact us: Send the information to the email office_volynpack@ukr.net or message your personal manager. Include your order number, number of defective units, and attach photos/videos.
Wait for a decision: Our quality control department will review your claim within 2-3 business days.
Receive a replacement: If the defect is confirmed, we will manufacture and ship a new batch at our expense, or refund the money to your account within 7 banking days.