Refund & Returns Policy

1. Overview

Golden West Packaging Group ("GWPG," "we," "us," or "our") supplies B2B packaging products including clamshell containers, wine shipping supplies, and related packaging materials. We understand that occasionally a return or refund may be necessary. This policy outlines the terms and conditions for returns, refunds, and order cancellations. Please note that stock items and custom or special-order items are subject to different policies as described below.

2. Return Eligibility

To be eligible for a return, the following conditions must be met:

• The return request must be submitted within 30 days of delivery
• Products must be unused, unopened, and in resalable condition
• Items must be in their original packaging with all labels intact
• Only stock items are eligible for return

Custom and special-order items are non-returnable and cannot be refunded. This includes any products manufactured or sourced to your specific requirements, custom-printed packaging, or items not regularly carried in our standard inventory.

3. How to Initiate a Return

All returns require prior authorization. To initiate a return, please follow these steps:

• Contact our customer service team to request a Return Merchandise Authorization (RMA) number
• Do not ship any items back without first obtaining an RMA number — unauthorized returns will not be accepted
• Clearly include the RMA number on the outside of the return package and on any enclosed documentation

Returns shipped without a valid RMA number may be refused at our facility and returned to sender at the customer's expense.

4. Refund Processing

Once we receive and inspect your returned items, we will process your refund to the original payment method used for the purchase. Please allow up to 10 business days from the date we receive the returned goods for the refund to be issued. Depending on your financial institution, it may take additional time for the refund to appear on your statement.

Original shipping costs are non-refundable. The customer is responsible for all return shipping costs unless the return is due to an error on our part or a defective product.

5. Order Cancellations

Orders may be cancelled at no charge provided the cancellation request is received before the order has been shipped. Once an order has been shipped, it cannot be cancelled and must follow the standard return process outlined in this policy. To cancel an order, please contact our customer service team as soon as possible with your order number.

6. Damaged or Defective Goods

If you receive damaged or defective products, please report the issue within 48 hours of receipt. When reporting damaged or defective goods, please include:

• Your order number
• A description of the damage or defect
• Photographs clearly showing the damaged or defective items and packaging

Upon verification, GWPG will arrange for a replacement shipment or a full refund at no additional cost to you. We may request that damaged goods be returned or disposed of at our discretion.

7. Restocking Fee

A restocking fee of up to 15% may apply to eligible stock item returns. The restocking fee helps cover the cost of inspection, repackaging, and restocking of returned inventory. The applicable restocking fee will be communicated to you when your RMA is issued. Restocking fees do not apply to returns resulting from our error or defective products.

8. Net Terms Orders

For orders placed on net payment terms (e.g., Net 30), approved returns will result in a credit applied to your customer account rather than a direct refund. This credit will be applied toward future purchases or offset against outstanding invoices. If you have questions about your account balance or credits, please contact our customer service team.

9. Contact Information

For return requests, order cancellations, or questions about this policy, please contact us: