Return policy

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This Return Policy explains the circumstances under which Hex Plastic ("the Company", "We", "Us", "Our") accepts returns, replacements, or claims on PP corrugated sheets, custom packaging, and printed products.

General Policy

Because Our products are manufactured to order — often to Your exact thickness, colour, size, and additive specification — We are unable to accept returns for reasons of buyer preference once production has begun. This policy sets out the situations in which a return, replacement, or credit is available.

Eligible Returns and Claims

We will investigate and, where at fault, remedy the following at no cost to You:

  • Manufacturing defects: Material faults, delamination, incorrect ply, or defects that fall outside standard industry tolerances.

  • Specification mismatch: Sheets or products delivered materially different from the confirmed order specification (thickness, GSM, colour, additive) beyond agreed tolerances.

  • Transit damage: Products damaged in transit, provided this is reported per Our Shipping Policy (within 48 hours of delivery, with photographic evidence).

  • Quantity shortfall: Confirmed shortfall between the invoiced and delivered quantity.

Claim Window

  • Claims must be raised within 5 business days of delivery for standard sheets, and within 7 business days for custom or bulk orders.

  • Claims raised after this window may not be eligible for replacement or credit, except where a defect could not reasonably have been discovered on inspection at delivery (e.g. a latent manufacturing fault).

How to Raise a Claim

  1. Contact Us at info@hexplastic.com or by phone with your order/invoice reference.

  2. Provide photographs or video of the affected product, along with a description of the issue.

  3. Our team will review the claim, and where needed, may request the product be held or returned for inspection.

  4. We aim to respond to all claims within 48 hours and resolve confirmed claims (replacement, credit, or refund) within a reasonable timeframe agreed with You.

Non-Returnable Items

The following are generally not eligible for return or refund:

  • Custom-specification products manufactured correctly to the confirmed order (colour, thickness, size, additive) that You simply no longer require.

  • Samples, once provided for evaluation.

  • Products that have been used, altered, or damaged after delivery through no fault of the Company.

  • Orders where the claim window above has passed without notification to Us.

Returnable / Reusable Products

Where You have purchased returnable packaging (e.g. reusable trays or crates) under a separate returnable-packaging arrangement, the terms of that specific agreement (cycle count, deposit, condition on return) will govern rather than this general policy.

Refunds and Replacements

Where a claim is approved, We will, at Our discretion and in discussion with You, offer one of the following:

  • Replacement of the affected quantity at no additional cost.

  • Credit note toward a future order.

  • Refund of the amount paid for the affected quantity, processed via the original payment method within a reasonable period.

Contact Us

If you have any questions about this Return Policy, You can contact us: