Effective 28 October 2026
Unicorn Pack Pte. Ltd. (UEN 202416833G), 138 Robinson Road, #02\-54, Oxley Tower, Singapore 068906 ("Unicorn Pack", "we", "us"). This Policy forms part of our Terms of Sale and applies to every order placed on unicornpack.com. Version 1.0. Effective from 28 October 2026.
Every custom order is produced to your specifications and approved artwork and cannot be resold. Once you approve your artwork, custom items cannot be returned, exchanged or refunded for change of mind, including where you selected the wrong size, quantity, material or finish, or where the artwork you approved contains errors.
For consumers in the EU and the UK, this is the statutory exception for goods made to the consumer's specifications or clearly personalised (Article 16(c) of Directive 2011/83/EU; regulation 28(1)(b) of the UK Consumer Contracts Regulations 2013). All your other statutory rights remain.
If a custom item arrives with a defect that is our responsibility, tell us and we will put it right. Examples of defects: wrong artwork printed; print position out of tolerance; colour outside our stated tolerance; wrong size or material; manufacturing faults; damage in transit. Section 10 explains what is *not* a defect.
Our resolution sequence is:
1. Reprint or replacement (our first remedy). Once we confirm the issue, we reprint the affected items free of charge, including shipping, using your original approved artwork, production time and shipping method. We provide one reprint per confirmed defect.
2. Store credit. If a reprint is not possible or not reasonable in the circumstances, or if you would prefer not to receive a reprint, we issue store credit equal to the price you paid for the affected items (section 3).
3. Refund (last resort). We refund the affected items to your original payment method where: (a) a reprint is impossible or unreasonably expensive; (b) we have not started the reprint within 15 days of confirming the defect; (c) a previous reprint has caused you significant inconvenience; or (d) you have told us in writing that you do not want a reprint or store credit. Refunds cover the price of the affected items plus a proportionate share of the shipping charge and any "Import duties & fees" line you paid for them.
Whether an item is defective, and which remedy applies, is determined by Unicorn Pack acting reasonably on the evidence provided. If the law of your country entitles you to a refund, repair or replacement of your choice, you may choose that remedy instead of the sequence above (see section 11).
If a stock item arrives damaged, faulty, incorrect or with items missing, tell us within 30 days of delivery with photos and your order number. We will send replacements first, at no cost to you including shipping. Where replacement is not possible we will offer store credit or, as a last resort, a refund, in the same way as section 2.2.
You may return unopened stock items within 14 days of delivery for store credit equal to the product price, provided they are in their original packaging, unused and in resalable condition. Return shipping is at your cost, the original shipping charge is not credited, and opened or partly used packs cannot be returned. Because compostable materials have a limited shelf life, we cannot accept change\-of\-mind returns after this period. Please email us before sending anything back so we can give you a return reference and address.
If you are a consumer in the EU or the UK, you may cancel an order for stock items for any reason within 14 days after the day you (or a person you nominate, other than the carrier) receive the goods. To cancel, send a clear statement to contact@unicornpack.com before the period expires; you may use the model form in Annex A. Return the goods to the address we give you within 14 days of telling us you wish to cancel; you bear the direct cost of returning them. We will refund all payments received from you, including standard delivery charges but not any premium delivery option you selected, no later than 14 days after we receive the goods back or you provide evidence of having sent them, using the same means of payment you used for the original transaction, unless you expressly agree otherwise. We may reduce the refund to reflect any diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. This right does not apply to custom\-printed items (section 2.1).
Samples, sample packs and pre\-production proofs are non\-returnable and non\-refundable. If a sample arrives damaged or is not what you ordered, we replace it under section 4.1.
| Order status | Custom\-printed items | Stock items |
|---|---|---|
| Before we complete artwork review (before the design version is locked) | Full refund to your original payment method | Full refund if not yet dispatched |
| After artwork review is complete (design version locked) | Treated as in production: no cancellation. If we confirm production has not yet started, we may at our discretion cancel for a fixed cancellation fee of USD 15 (or the equivalent in your order currency) covering preparation costs | Full refund if not yet dispatched |
| In production or dispatched | No cancellation | Return under section 4.2 or 4.3 |
If we decline your order at our artwork compliance review (for example because of an intellectual\-property concern or prohibited content), we refund you in full. Where a business customer's order is stopped because of a deliberate breach of our Terms of Use (for example counterfeit or knowingly infringing artwork), we may deduct costs already incurred, to the extent permitted by law.
Please inspect your parcels on delivery and keep the packaging if anything is damaged. If your order arrives damaged, or has not arrived within 30 days after the end of the estimated delivery window, contact us with your order number and photos. We treat transit damage or loss like any other problem: we reprint or replace first under section 2.2 or 4.1, and we handle the claim with the carrier ourselves. You do not need to wait for the carrier's claim to be settled.
1. Email contact@unicornpack.com with your order number, a short description, and clear photos or a short video showing the issue (and, for quantity or size issues, a count or measurement).
2. To help us investigate quickly, please report any problem within 30 days of delivery. Reporting later does not affect any statutory rights you have; we may however ask for additional evidence that the issue existed at delivery.
3. We may ask you to return all or part of the affected order for inspection. If so, we provide a prepaid return label; please do not send anything back until we ask.
4. We aim to confirm the outcome within 5 business days of receiving your evidence.
The following are within normal production tolerances for custom\-printed packaging and are not defects:
Nothing in this Policy limits or excludes any rights you have under applicable consumer protection law that cannot be limited or excluded by contract, including (as applicable) the Australian Consumer Law, the New Zealand Consumer Guarantees Act 1993, the UK Consumer Rights Act 2015, Directive (EU) 2019/771 and Directive 2011/83/EU as implemented in your country, applicable Canadian provincial consumer protection legislation, and Part 3 of the Singapore Consumer Protection (Fair Trading) Act 2003. Where this Policy conflicts with those rights, those rights prevail.
Australia. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. For business customers purchasing goods not of a kind ordinarily acquired for personal, domestic or household use, to the extent permitted by section 64A of the Australian Consumer Law our liability for failure to comply with a consumer guarantee is limited, at our option, to the replacement of the goods or the supply of equivalent goods, the repair of the goods, or the payment of the cost of replacing or repairing the goods.
New Zealand. If you are acquiring goods for personal, domestic or household use, the Consumer Guarantees Act 1993 applies and nothing in this Policy limits your rights under it. If you are acquiring goods in trade, you agree that the Consumer Guarantees Act 1993 does not apply to your purchase and that it is fair and reasonable that you are bound by this provision (section 43(2)).
United Kingdom. If you are a consumer in the UK, the Consumer Rights Act 2015 applies. If goods are faulty, you may reject them within 30 days for a full refund; after that period you are entitled to a repair or replacement and, if that fails, to a price reduction or a final right to reject. Refunds are made within 14 days by the same means of payment unless you expressly agree otherwise.
European Union. If you are a consumer in the EU, you benefit from the legal guarantee of conformity of at least two years under the national law implementing Directive (EU) 2019/771. If goods lack conformity you may choose between repair (reprint) and replacement; if we fail to bring the goods into conformity within a reasonable time, or the lack of conformity is serious, you may request a proportionate price reduction or terminate the contract and receive a refund. Some Member States give you additional rights; nothing in this Policy limits them. Our resolution sequence in section 2.2 mirrors this statutory hierarchy.
United States — Refund Policy Notice. Custom\-printed items are made to order and are not returnable except if defective. Stock items may be returned within 14 days of delivery for store credit only if unused and in original packaging; return shipping is at the customer's cost. This notice is displayed to comply with state refund\-disclosure laws, including California Civil Code §1723, New York General Business Law §218\-a, Florida Statutes §501.142 and Virginia Code §59.1\-200(A)(16). If we cannot ship an order within the time stated (or 30 days if no time is stated), you may cancel and receive a prompt refund in accordance with 16 C.F.R. Part 435.
Canada. If you are a consumer resident in Canada, provincial consumer protection legislation (including the Ontario Consumer Protection Act, 2002, the Quebec Consumer Protection Act and the British Columbia Business Practices and Consumer Protection Act) applies and cannot be waived. Where you validly cancel a distance sales contract under that legislation, we refund all amounts paid within 15 days. Quebec residents: our goods are covered by the legal warranty of quality and durability under the Consumer Protection Act (Quebec).
Singapore. If you deal with us as a consumer, Part 3 of the Consumer Protection (Fair Trading) Act 2003 ("Lemon Law") applies. If goods do not conform to the contract at delivery, you may require us to repair or replace them within a reasonable time and at our cost; if we cannot do so, or fail to do so within a reasonable time, you may request a reduction in price or rescind the contract.
If you purchase for the purposes of a trade, business or profession, including for resupply or for use in your own operations, then to the extent permitted by law: (a) the remedies in sections 2 to 7 are our sole obligation and your exclusive remedy for goods that do not conform to the approved artwork or specification; (b) claims must be notified in writing within 30 days of delivery with reasonable evidence, failing which the goods are deemed accepted; and (c) our total liability for any order is limited as set out in the Terms of Sale. In Australia this section operates subject to section 64A of the Australian Consumer Law; in New Zealand the Consumer Guarantees Act 1993 does not apply (section 43(2)); in the United Kingdom and Singapore this section is intended to satisfy the requirement of reasonableness under the Unfair Contract Terms Act 1977. UNITED STATES: THIS SECTION IS AN EXCLUSIVE REMEDY AND A CONSPICUOUS DISCLAIMER OF THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE UNDER UCC §§ 2\-316 AND 2\-719.
Unicorn Pack Pte. Ltd. · 138 Robinson Road, #02\-54, Oxley Tower, Singapore 068906 · contact@unicornpack.com
To: Unicorn Pack Pte. Ltd., 138 Robinson Road, #02\-54, Oxley Tower, Singapore 068906, contact@unicornpack.com I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods: [description] Ordered on [date] / received on [date] Name of consumer(s): · Address of consumer(s): · Signature (only if this form is notified on paper): · Date:
