Optima Pack – optimapack.eu

Last updated: 06/04/2026 16:28

1. Scope of this policy

This Return & Refund Policy applies to all orders placed through optimapack.eu, operated by Optima Store SRL (hereinafter referred to as “Optima Pack”, “we”, “our”, or “us”).

Our services are primarily intended for business customers (B2B). If a purchase is made by a consumer (B2C), mandatory consumer protection laws may apply and will take precedence where required by law.

By placing an order on our website, the customer confirms that they have read, understood, and agreed to this policy.

2. Nature of our products

Optima Pack specialises in bespoke packaging solutions, including but not limited to:

• Custom printed cups, bags, boxes, and food packaging
• Products manufactured according to client specifications (size, material, print, colour, finish)

Due to this customised production process, most products sold are non-resalable and produced specifically for each customer.

3. Custom-made products have no right of withdrawal

In accordance with applicable European legislation (including Directive 2011/83/EU), custom-made or personalised goods are exempt from the 14-day withdrawal right.

Therefore:

• All custom-made, personalised, or made-to-order products are non-returnable and non-refundable
• This includes any product with:
• Custom printing (CMYK or Pantone)
• Branding (logos, artwork, visual identity)
• Custom dimensions or technical specifications
• Special materials, coatings, or finishes

3.1 Design approval and client responsibility

Before production begins, a final design proof is provided for client approval.

By approving the design:

• The client confirms that all elements are correct (text, colours, layout, dimensions)
• The order becomes final, binding, and non-cancellable
• Full responsibility for the approved design transfers to the client

No changes, cancellations, or refunds are possible after design approval and/or once production has started.

4. Order cancellation policy

Orders may only be cancelled under the following conditions:

• Before design work has started
  → Full refund may be issued
• After design work has started but before approval
  → Partial refund may be issued (design, setup, and administrative costs may be retained)
• After design approval or production start
  → Orders cannot be cancelled, modified, or refunded

5. Exceptions: damaged, defective, or incorrect products

Claims are accepted only in the following situations:

• Products are damaged during transport
• Products present manufacturing defects
• Incorrect items were delivered

5.1 Claim requirements

To be eligible, the customer must:

• Notify us within 48 hours of delivery (or within a reasonable timeframe where required by applicable law)

Provide:

• Order number
• Detailed description of the issue
• Clear photo and/or video evidence
• Images of the outer packaging (for transport damage)

Failure to comply with these requirements may result in rejection of the claim.

5.2 Resolution of claims

If the claim is validated, Optima Pack reserves the exclusive right to determine the appropriate remedy:

• Replacement of affected goods (preferred solution)
• Partial refund
• Full refund (only where replacement is not feasible)

6. Production tolerances and acceptable variations

Due to industrial manufacturing processes, certain variations are inherent and do not constitute defects.

These include:

• Colour variations (including differences between screen preview, CMYK, and Pantone results)
• Material texture, shade, or finish differences
• Minor dimensional tolerances
• Print positioning or alignment deviations
• Batch-to-batch differences

By placing an order, the customer acknowledges and accepts these industry-standard tolerances.

7. Quantity tolerance

Due to production constraints, delivered quantities may vary.

A tolerance of ±5% to ±10% of the ordered quantity may apply and shall be considered acceptable. Such variations do not qualify as defects and do not entitle the customer to a refund or claim.

8. Refund conditions

Refunds may only be issued in the following cases:

• Order cancelled in accordance with Section 4
• Approved claim under Section 5

8.1 Non-refundable costs

The following costs are non-refundable:

• Design and creative services
• Printing plates / clichés (including Pantone plates)
• Setup and prepress costs
• Any work already completed

8.2 Refund method and timing

• Refunds will be processed using the original payment method
• Processing time: 5–10 business days from approval

9. Shipping and delivery

9.1 Transport damage

All damages must be reported in accordance with Section 5.

9.2 Customer responsibility

Customers are responsible for providing accurate shipping details. We are not liable for delivery issues caused by incorrect or incomplete information.

9.3 Failed deliveries

Additional shipping costs may apply for re-delivery attempts.

10. Return procedure

Returns are accepted only with prior written approval.

To initiate a request:

• Email: hello@optimapack.eu

Provide:

• Order number
• Description of issue
• Supporting evidence

Returns sent without prior approval will not be accepted.

11. Limitation of liability

To the maximum extent permitted by applicable law, Optima Pack shall not be liable for:

• Indirect or consequential damages
• Loss of profit, business, or opportunity
• Delays caused by third parties (including couriers or suppliers)

Our total liability is limited to the value of the affected goods.

Nothing in this policy shall exclude or limit liability where such limitation is not permitted by law.

12. Force majeure

Optima Pack shall not be held liable for failure or delay in performance resulting from events beyond our reasonable control, including but not limited to:

• Supply chain disruptions
• Transport or logistics delays
• Raw material shortages
• Natural disasters
• War, strikes, or governmental actions

13. Recommendation to customers

Due to the bespoke nature of our products, customers are strongly advised to carefully review all design proofs before approval.

Once approved, the design becomes the final and binding reference for production.

14. Governing law and jurisdiction

This policy shall be governed by and interpreted in accordance with the laws of Romania.

Any disputes arising from or related to this policy shall be subject to the exclusive jurisdiction of the competent courts in Romania.

15. Contact information

For any questions regarding this policy:

Optima Pack / Optima Store

Email: hello@optimapack.eu

Website: www.optimapack.eu

16. Changes to this policy

Optima Pack reserves the right to update, modify, or revise this Return & Refund Policy at any time, without prior notice.

Any changes will become effective immediately upon publication on optimapack.eu.

Customers are encouraged to review this policy periodically. The version of the policy in force at the time of placing an order will apply to that order.