Returns & Refunds Policy

Given the nature of bulk food-contact tableware manufacturing, Foliware does not accept returns for change of mind, ordering error, or volume over-estimation. All orders should be placed on the basis of confirmed procurement requirements.

Claims are accepted in the following circumstances only:

• Goods delivered with physical damage attributable to Foliware’s packing (not transit carrier damage).
• Product supplied materially outside the dimensional specification stated in the Proforma Invoice.
• Carton counts verifiably below the stated configuration (e.g., 300 or 600 units per carton).
• Product contamination attributable to Foliware’s production or packing process.

• All claims must be reported to Foliware within 7 calendar days of delivery receipt.
• Claims submitted after this period will not be accepted unless Foliware has agreed to a different timeline in writing.
• For export orders, the 7-day period begins from the date of port delivery at the destination.

• Submit Claim: Email contact@foliware.com within 7 calendar days of delivery.
• Required Information: Include your order reference number, delivery date, description of the issue, quantity affected, and photographic evidence.
• Acknowledgement: We will acknowledge your claim within 3 business days and provide a resolution timeline.

Damage attributable to the freight carrier during transit is subject to the Buyer’s cargo insurance and the carrier’s claims process. Foliware provides appropriate documentation to support carrier claims. Foliware is not liable for transit damage outside its control.

For accepted claims, Foliware offers one of the following resolution options:

• Replacement Goods: Replacement of affected goods in the next scheduled production run (14-21 business days).
• Credit Note: A credit note against future orders of equivalent value for the accepted defective quantity.
• Partial Refund: A partial refund where replacement is not operationally viable (subject to written agreement).

The following circumstances are expressly excluded from Foliware’s returns policy and do not constitute eligible claims:

Custom mould orders are non-returnable and non-refundable once production has commenced. This applies to all orders placed against buyer-specified custom sizes, shapes, or non-standard configurations.

Tooling costs paid by the Buyer are non-refundable under all circumstances once mould development has commenced, regardless of the outcome of the production run.

For all returns claims, count discrepancy reports, damage notifications, or general commercial enquiries: