What Is Your Defect Policy and Claim Compensation for Custom Boxes?

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July 27, 2026

Understanding Quality Guarantees and Defect Claim Protocols

When ordering custom paper boxes, rigid gift packaging, or mailers from overseas, having a transparent quality guarantee policy protects your supply chain. Reliable packaging partners maintain strict quality assurance protocols and provide clear claim resolution procedures in the rare event of damage or defect.

At Gerun Packaging, every order is backed by explicit quality standards and a dedicated customer claim protocol.

Defining Standard Manufacturing Tolerances

Paperboard converted products are subject to standardized international manufacturing tolerances. Items falling within these engineering margins are considered compliant:

Dimensional Tolerance: ±1.0mm variance on die-cut length, width, and folding height.
Paper Weight/Caliper: ±5% variance in paperboard GSM or greyboard thickness.
Color Registration & Matching: Delta E (ΔE) color variance ≤ 2.0 against approved physical proofs or Pantone color standards.
Creasing & Folding: Zero surface cracking along pre-creased fold lines when laminated.

Classification of Packaging Defects

When evaluating incoming shipments, defects are classified under international AQL (Acceptable Quality Limit) standards:

[Critical Defect] ➔ Structural failure (Box won't assemble, glue unglued) ➔ 0% Tolerance

[Major Defect] ➔ Incorrect artwork graphics, scuffed lamination ➔ AQL 1.5

[Minor Defect] ➔ Slight edge dust, minor carton scuffs ➔ AQL 4.0

Step-by-Step Defect Claim Procedure

If you identify non-conforming items during incoming quality control, follow this streamlined claim process:

Quarantine and Document: Keep the affected master cartons together. Record the batch lot numbers stamped on the outer shipping cartons.
Submit Photographic & Video Evidence: Provide clear photos showing the defect alongside a representative count of affected units relative to the total order.
Review and Resolution: Our QC management team reviews the batch retention samples within 24–48 hours to confirm the root cause.

Remedial Actions: Replacement vs. Credit

Once a claim is validated, Gerun Packaging executes immediate corrective action:

Priority Express Replacements: For critical defects impacting product assembly or retail launches, replacement units are prioritized on press and dispatched via fast air freight at our expense.
Financial Credit: For minor non-critical variances accepted for secondary use, a mutually agreed credit is applied directly to your account for future orders.

Frequently Asked Questions (FAQ)

Q1: What happens if boxes are crushed or water-damaged during sea transit?

If shipped under DDP (Delivered Duty Paid) terms, Gerun Packaging manages the freight insurance claim directly and reproduces damaged stock. If shipped under FOB terms, we provide necessary export loading records to assist your cargo insurance carrier claim.

Q2: How do you prevent creasing lines from cracking open on dark printed paper boxes?

Surface film lamination (Matte or Gloss PE film) is mandatory on heavy dark-ink printed folds. The film reinforces paperboard surface fibers, preventing paper white cracking along pre-creased stress lines.

Q3: What is the warranty period for adhesive glue strength on rigid boxes and paper bags?

We use high-tack, climate-stable hot melt and water-based adhesives. Our glued packaging carries a 12-month warranty against joint delamination under standard climate-controlled storage conditions.

Q4: What if the printed box color does not match my office desktop monitor preview?

Monitors display colors using emissive RGB light, whereas paper boxes print using reflective CMYK/Pantone inks. Color claims are evaluated against official physical press proofs or Pantone PMS swatches, not uncalibrated computer screens.

Q5: Are extra spare boxes included in custom packaging shipments?

Yes. At Gerun Packaging, we routinely produce and pack 1% to 2% extra spare boxes above your ordered quantity to account for handling or packing margins at zero additional charge.

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