Returns & Refund Policy — BipBop Packaging

We manufacture every order to your exact specifications. This policy clearly defines your rights regarding returns and refunds, in compliance with Hong Kong law (Sale of Goods Ordinance, Cap. 26 and Supply of Services (Implied Terms) Ordinance, Cap. 457).

Article 1 – General Principle: Custom Products

BipBop Packaging products are manufactured to order according to each client’s specifications (logo, Pantone colors, format, paper type). Due to their custom nature, these products cannot in principle be returned or refunded once production has begun following approval of the Print Proof (PP).

This exclusion is consistent with Hong Kong law applicable to made-to-order goods. It does not, however, deprive the Client of their legal rights in the event of a defective or non-conforming product.

Article 2 – Summary Table of Situations

Reason	Return Accepted?	Proposed Solution
Confirmed manufacturing defect	Yes	Replacement or credit note
Product damaged upon delivery	Yes	Replacement or refund
Non-conformity vs. purchase order	Yes	Replacement or credit note
Client error (logo, color, format)	No	No return possible
Delivery deadline exceeded (excl. force majeure)	Partial	Credit note or reduction
Change of mind after PP approval	No	No return possible
Error in quantity ordered	No	No return possible

Article 3 – Cases Giving Rise to Return or Refund

3.1 Manufacturing Defect

A manufacturing defect is any significant discrepancy between the delivered product and the approved Print Proof, including:

• Pantone color deviation exceeding a ±5% tolerance
• Illegible, blurry, or incomplete printing
• Cutting defect (format not conforming to specifications)
• PE coating defect causing abnormal grease permeability
• Contamination or soiling of products upon delivery

3.2 Damage Occurring During Transport

If goods are damaged during transport, the Client must:

• Issue precise written reservations on the delivery note in the presence of the delivery person
• Take photographs of the damage observed (box, pallet, products)
• Notify BipBop Packaging by email at contact@bipbop-packaging.com within 48 hours of delivery

Attention: Any claim for transport damage notified after 48 hours will be inadmissible, in accordance with international goods transport practices.

3.3 Non-Conformity with the Order

If the delivered product does not match the specifications validated in the purchase order and Print Proof (incorrect format, different paper, incorrect quantity attributable to the Seller), the Client has recourse under the conditions defined in Article 4.

3.4 Delivery Deadline Not Met

The standard lead time is 7 to 10 weeks after Print Proof approval. In the event of a significant delay (more than 4 calendar weeks beyond the announced deadline) not attributable to force majeure or an external cause beyond the Seller’s control, the Client may request:

• A partial commercial credit note on a future order, or
• A reduction of the agreed price by mutual agreement

A simple delivery delay does not entitle the Client to cancel the order or receive a full refund, unless expressly agreed by the Seller.

Article 4 – Claims Procedure

Step 1 – Notification Within the Allotted Time

Any claim must be sent in writing to contact@bipbop-packaging.com within 14 calendar days from the date of receipt of the goods. After this deadline, no claim will be accepted.

Step 2 – Building the Case

The Client must attach the following to their claim:

• Order number and delivery date
• Precise and detailed description of the defect observed
• Clear photographs of defective or damaged products
• Copy of the delivery note (with reservations if applicable)
• Exact number of units concerned

Step 3 – Processing the Claim

BipBop Packaging acknowledges receipt of the claim within 3 business days and proceeds with its review. The Seller may request additional information or a physical sample of the products in question for analysis.

Step 4 – Solution and Implementation

If a claim is accepted, BipBop Packaging will propose one of the following solutions, at its discretion:

• Replacement of defective products as soon as possible (with standard production lead time)
• Issuance of a credit note valid for 12 months on a future order
• Partial or full refund depending on the extent of the damage

Refund: Once a refund is validated, the bank transfer is made to the Client’s bank account within 10 to 15 business days. International bank charges are the Client’s responsibility.

 

 

Article 5 – Cases Excluded from the Right to Return

The following situations do not give rise to any return, replacement, or refund:

• Client error in providing the graphic file (incorrect logo, insufficient resolution, incorrectly specified colors) validated in the Print Proof
• Change of mind by the Client after Print Proof approval and production launch
• Defect resulting from improper storage or misuse of products by the Client
• Minor color rendering differences inherent to the printing process (±5% Pantone tolerance)
• Order placed in incorrect quantity by the Client
• Partially consumed or used products
• Out-of-time claim (after 14 calendar days following delivery)
•  

Article 6 – Physical Return of Goods

Unless expressly agreed in writing by BipBop Packaging, no physical return of goods will be accepted. Any parcel returned without prior authorization will be refused upon receipt or stored at the Client’s expense.

If a physical return is authorized, international return shipping costs from Hong Kong are the Client’s responsibility. Goods must be returned in their original packaging, in good condition, with the return authorization slip provided by the Seller.

Article 7 – Refund: Terms and Conditions

7.1 Timelines

Once a claim is accepted and a refund solution agreed upon, the bank transfer is made within 10 to 15 business days from the decision. For initial payments made by card (Stripe) or PayPal, the refund may be processed via the same payment method subject to those platforms’ conditions.

7.2 Currencies and Fees

Refunds are made in euros (EUR), BipBop Packaging’s invoicing currency. Any exchange rate differences between the euro and the Hong Kong dollar (HKD) are borne by the Client. International wire transfer fees (SWIFT) are the Client’s responsibility, unless otherwise agreed.

7.3 Partial Refund

In the event of partial non-conformity (only part of the order is defective), the refund or credit note is calculated on a pro-rata basis for the units concerned, net of fixed costs already incurred (plates, Print Proof, packaging).

Article 8 – Legal Warranty

In accordance with the Sale of Goods Ordinance (Cap. 26) of Hong Kong, BipBop Packaging warrants that delivered products:

• Conform to their description and the specifications validated in the Print Proof
• Are of satisfactory merchantable quality given their nature and price
• Are fit for their intended purpose (takeaway food packaging)

This legal warranty does not cover defects disclosed to the Client before the order, or defects resulting from misuse or causes external to BipBop Packaging.

Article 9 – Limitation of Liability

BipBop Packaging’s total liability under this policy is limited to the amount of the order concerned. BipBop Packaging shall not be held liable for indirect losses, loss of profit, loss of customers, or any intangible damages suffered by the Client.

Article 10 – Customer Service Contact

For any claim or request relating to a return or refund, please contact our after-sales service:

BipBop Packaging After-Sales Service

Email: contact@bipbop-packaging.com

Phone / WhatsApp: +33 637590372

Website: https://bipbop-packaging.com/