RETURNS & CLAIMS POLICY 

Last updated: August 2026

Custom-Made Products

VIDA·PACK products are manufactured specifically according to the specifications approved by each customer.

For this reason, custom-made products cannot normally be returned due to a change of mind once manufacturing has started or been completed, unless the products are defective, non-conforming or another circumstance gives rise to a legal remedy.

Where consumer legislation applies, the general right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised.

Cancellations Before Production

If you wish to modify or cancel an order before production begins, please contact us immediately.

We will review the status of the project and any costs already incurred, which may include artwork preparation, prototypes, materials, tooling, printing plates or other work prepared specifically for your order.

Any cancellation will be handled according to the actual stage of the project and the conditions established in the accepted quotation.

Defective or Non-Conforming Products

If you believe the products received contain a manufacturing defect or do not conform to the approved specifications, please contact hola@vidapack.es and provide:

• Order or invoice number.
• Description of the issue.
• Quantity affected.
• Photographs or videos.
• Photographs of shipping cartons and packaging where transport damage is involved.

Our team will assess the claim and determine the appropriate solution according to the nature of the issue and the agreed conditions.

Transport Damage

If you notice visible damage to the packaging upon delivery, we recommend recording the damage on the carrier's delivery documentation and contacting us immediately.

Please retain the affected products, cartons and packaging until the claim has been assessed.

Manufacturing Variations

Minor technically unavoidable variations inherent to custom industrial production will not automatically constitute defects where they fall within reasonable or specifically agreed manufacturing tolerances.

These may include slight variations in colour, dimensions, print positioning, materials or quantities within applicable industrial tolerances.

Each claim will be assessed individually.

Claims Contact

VIDAPACK, SL

Email: hola@vidapack.es
Tel.: +34 935 19 43 08
Carrer de Ciutat de Granada, 52, 08005 Barcelona, Spain