HKY PACKAGE Terms & Conditions
Review HKY PACKAGE terms on quotations, payments, samples, production, delivery, quality claims, liability and dispute resolution.
Terms & Conditions
Last updated: August 29, 2026
Contents
These Terms & Conditions apply to quotations, samples, custom packaging orders, manufacturing services, website enquiries, and related services provided by HKY PACKAGE / Shenzhen Hengkaiyuan Trading Development Co., Ltd.
Most of our packaging is made to order. For that reason, the quotation, proforma invoice (PI), purchase order, approved artwork, approved sample, signed agreement, and other written confirmations for a particular project may contain additional or different terms. If there is any conflict, the written terms agreed for that specific order will take priority.
Our aim is simple: to set clear expectations, deal with problems fairly, and build long-term business relationships. When a problem is genuinely caused by us, we will take responsibility and work with the customer on a practical solution. At the same time, any claim must be supported by reasonable evidence and reflect the actual scope of the problem.
1. Custom Packaging Services
HKY PACKAGE supplies made-to-order paper packaging, including rigid boxes, magnetic boxes, foldable rigid boxes, folding cartons, paper bags, packaging inserts, and related products.
Each project may involve its own combination of dimensions, structure, board thickness, paper, printing, colour standards, lamination, foil stamping, embossing or debossing, UV finishing, inserts, magnets, ribbons, accessories, packing, and shipping requirements.
The final production standard will be based on the documents and samples confirmed by both parties, such as the quotation, PI, approved artwork, approved sample, specification sheet, and written project instructions.
2. Quotations and Pricing
Our quotations are based on the information provided by the customer and the market conditions at the time of quotation. Price may change if there is a change to the quantity, size, material, structure, printing, finishing, accessories, packing method, shipping method, destination, exchange rate, raw-material cost, or another important project condition.
A quotation is not, by itself, a confirmed production order. An order becomes active after the key specifications are confirmed, HKY PACKAGE accepts the order, and the agreed payment and approval requirements have been completed.
Quotations are valid for the period stated on the quotation. If no validity period is shown, please confirm the price with us before placing the order, especially when significant time has passed or material and freight costs have changed.
3. Payment Terms
Unless the quotation, PI, or another written agreement states otherwise, our standard payment terms for mass production are:
70% deposit before production and the remaining 30% before shipment.
Production normally begins after we receive the agreed deposit and all necessary artwork, sample, specification, and production approvals.
Bank charges, intermediary bank fees, taxes, and other payment-related costs will be handled by the party identified in the quotation, PI, or written agreement.
Different payment arrangements may be agreed in writing for a particular customer or project.
4. Samples and Prototypes
Depending on the project, we may provide an existing sample, blank structural sample, digital print sample, handmade sample, or a sample made using processes close to mass production.
Samples are intended to give a reasonable preview of the structure, dimensions, materials, print, finishing, and overall appearance. Some differences between a sample and mass-produced goods may occur because of different equipment, production methods, material batches, manual processes, or production quantities.
If any feature is especially important—for example, a precise colour, fit, opening force, texture, strength, or finished size—the customer should tell us in writing before approving the sample and before mass production begins. We can then agree on a suitable reference or tolerance.
5. Artwork and Production Files
The customer is responsible for providing accurate artwork, text, logos, product dimensions, barcodes, regulatory information, and other content required for production.
Files should be suitable for professional printing, with appropriate image quality, resolution, and colour settings. CMYK or a specified Pantone colour should normally be used for printed packaging. RGB colours displayed on a phone or computer may look different when printed.
HKY PACKAGE can help review files and prepare them for production. However, the customer must make the final check of spelling, grammar, numbers, dimensions, barcodes, logos, colours, text placement, legal statements, regulatory content, and the complete final design.
If we notice an obvious concern, we will make a reasonable effort to point it out. Our file review does not replace the customer's final approval or specialist legal and regulatory review.
6. Artwork and Sample Approval
Before production, we may provide digital proofs, dielines, photographs, videos, samples, or other approval materials. The customer should review them carefully and confirm approval in writing.
The approved version will normally become the production reference. HKY PACKAGE is not responsible for an error that was already visible in the approved material and could reasonably have been identified during the approval process.
If the customer requests a change after approval, we will first explain any likely effect on cost, material use, sampling, and timing. Production will continue on the revised basis after the change is confirmed. Delays in receiving artwork, products for fitting, approvals, payment, or other necessary information may move the production and delivery schedule accordingly.
7. Printed Colours
Printed colour can be affected by paper colour and texture, ink, coating, lamination, varnish, foil, lighting, material batches, printing method, and screen settings. A colour shown on a phone or monitor is therefore not an exact production standard, and a digital proof may differ slightly from offset printing.
For colour-sensitive projects, please tell us before production. Where practical, we can work to a Pantone number, physical colour sample, signed production sample, or another written colour standard agreed by both parties.
We will use reasonable production controls to maintain colour consistency. Minor variation within the normal and agreed limits of the material and printing process will not, by itself, be treated as a manufacturing defect.
8. Materials and Manufacturing Tolerances
Paper, board, and other packaging materials may vary slightly between production batches. Small differences may also occur in paper shade or texture, board thickness, stiffness, surface finish, grain direction, mounting, glue position, foil coverage, embossing depth, die-cutting, finished dimensions, and hand assembly.
We will manufacture the goods to the confirmed specifications and apply reasonable quality controls. A minor variation that is within an agreed or commercially reasonable tolerance, and does not materially affect the packaging's intended function or overall appearance, will not normally be considered a defect.
If a project has a critical measurement, colour, fit, strength, or other performance requirement, it should be identified before production so that both parties can agree on a clear acceptance standard.
9. Order Quantity and Complimentary Spares
We plan production and delivery according to the confirmed order quantity. For most projects, we normally include approximately 0.3% complimentary spare units to help with occasional replacement, handling, or transport needs. If production results in additional qualified units, we may include them at no extra product cost.
These complimentary units do not change the purchased quantity and are not guaranteed for every project. HKY PACKAGE does not apply a general ±5% quantity rule to all orders.
If there is a meaningful counting or packing difference, please contact us promptly. We will check the production and packing records and provide a fair solution if a confirmed shortage is our responsibility.
10. Changes and Cancellations
Because custom packaging is made specifically for one customer, a cancellation depends on the stage reached and the costs already committed.
Please notify us in writing as soon as possible if an order needs to be changed or cancelled. If production preparation has not started, we will review the request and try to keep the customer's cost as low as reasonably possible.
Costs already incurred may be deducted from any refundable amount. These may include design or engineering work, samples, tooling, printing plates, dies, labour, third-party services, production preparation, and materials.
Materials or components purchased specifically for the project—such as special paper, custom hardware, magnets, ribbons, inserts, or custom parts—cannot be refunded if they cannot be returned to the supplier or reasonably used for another project.
Once mass production has started, cancellation may no longer be possible, or the customer may need to cover the work and materials already completed or committed. We will provide a reasonable explanation of the relevant costs and make practical efforts to reduce avoidable loss for both parties.
11. Production Time
Production times are estimates based on normal conditions and the project information available at the time. Unless agreed otherwise, the production period starts after we have received the agreed payment, final artwork approval, sample or specification approval, confirmed dimensions, and any items or information the customer must provide.
Changes or delayed approvals may extend the schedule. If an issue within our reasonable control affects production, we will inform the customer and work on a recovery plan. Events outside our reasonable control are addressed in Section 22.
12. Shipping and Delivery
The shipping method, costs, destination, transfer of risk, customs responsibilities, and other delivery responsibilities will follow the trade term and arrangements shown on the quotation, PI, shipping documents, or other written agreement. Incoterms® 2020 may be used where applicable.
Estimated transit or arrival dates are not guaranteed unless we expressly agree otherwise in writing. International shipments can be affected by customs clearance, inspection, port congestion, carrier schedules, weather, strikes, peak-season demand, government action, and other events outside our reasonable control.
We will provide reasonable assistance with shipment information and the shipping documents that fall within our agreed responsibility. Import duty, VAT, clearance fees, destination charges, and similar local costs will be paid by the party responsible under the agreed trade term.
13. Inspection After Delivery
Please inspect the goods as soon as reasonably possible after delivery. For visible transport damage—such as crushed or wet cartons, opened packages, or missing cartons—please make a note with the carrier where possible and take clear photographs or video before unpacking or disposing of the outer cartons.
Keeping the cartons, shipping labels, damaged packaging, delivery records, photographs, and videos makes it much easier for us to investigate and, where applicable, help submit a claim to the carrier. Transport claim deadlines can be shorter than manufacturing claim deadlines, so early notice is important.
Even when the carrier is responsible, we will not simply leave the customer to deal with the matter alone. We will provide the documents and reasonable cooperation available to us and help the parties move the claim forward under the agreed shipping terms.
14. Quality Concerns and Claims
If the packaging appears to have a manufacturing problem or differs materially from the confirmed production standard, please contact us in writing as soon as possible, normally within 30 days after delivery.
Please provide the order or PI number, a clear description of the issue, the quantity believed to be affected, photographs or video, carton or batch information, and—where useful—a comparison with the approved sample or specification.
We will acknowledge the concern, review the available production and inspection records, and discuss the next steps with the customer. Depending on the issue, we may ask for additional photographs, a video showing how the packaging is used, representative samples, or an independent inspection.
The 30-day period gives both parties a clear and practical inspection window. If a hidden issue could not reasonably have been found during normal inspection, please contact us promptly after discovering it; we will review the circumstances in good faith rather than rejecting the concern automatically.
A complaint made within 30 days is not automatically proof of a manufacturing defect. The cause, affected quantity, agreed standard, normal tolerances, shipping condition, storage, handling, and other relevant evidence must still be reviewed.
15. Storage, Handling, and External Causes
Paper packaging can be affected by humidity, water, extreme temperature, direct sunlight, excessive stacking pressure, crushing, contamination, incorrect assembly, unsuitable storage, misuse, modification, repacking, rough handling, or further transport after delivery.
HKY PACKAGE is not responsible for damage caused after delivery by conditions or actions outside our manufacturing process. When investigating a concern, both parties should consider the production records, condition at shipment, transport history, storage environment, handling, photographs, samples, and other relevant evidence.
If the cause is mixed or uncertain, we will discuss the evidence openly and try to find a commercially sensible way forward. Providing assistance or a goodwill solution in an uncertain case does not necessarily mean that HKY PACKAGE accepts manufacturing liability.
16. How We Resolve Confirmed Manufacturing Problems
If the evidence confirms that a problem was caused by HKY PACKAGE's manufacturing, we will accept responsibility and work with the customer on a solution that is appropriate to the nature, affected quantity, and practical impact of the issue.
Depending on the circumstances, the solution may include:
- replacing the affected quantity;
- reworking the goods where practical;
- reproducing the affected quantity;
- applying a credit to an agreed order;
- issuing a partial refund; or
- another solution agreed by both parties.
We will not avoid a valid claim simply because the goods are custom-made. Our first priority will be to understand the cause, reduce disruption, and agree on a workable remedy.
At the same time, any remedy must be based on the units actually affected and the verified nature of the problem. Claims should not include unaffected goods, duplicated amounts, unsupported estimates, or losses unrelated to the packaging defect. Goods should not be destroyed, altered, returned, or deducted from payment before the parties have had a reasonable opportunity to inspect the evidence and agree on the next step, unless urgent action is required for safety or by law.
We may decline or adjust a claim when the evidence does not support it, the reported condition falls within an agreed tolerance, the damage was caused by transport or post-delivery handling, the goods were altered or used in a way that prevents reasonable investigation, or the requested amount is clearly disproportionate to the confirmed issue.
Because custom packaging normally cannot be resold, a change of mind, design change, reduced demand, or decision not to use correctly manufactured goods does not create a right to return them as ordinary retail products.
17. Customer Products Supplied for Testing
If the customer sends a bottle, jar, device, accessory, or other product for measuring, prototyping, fitting, or structural testing, we will take reasonable care while it is in our possession.
Unless specifically agreed in writing, the customer should not send an irreplaceable, unique, or unusually valuable item for testing. Please tell us in advance if an item requires special handling, storage, security, or return arrangements.
18. Intellectual Property
The customer keeps ownership of the logos, trademarks, brand names, artwork, product information, and other intellectual property it provides.
The customer authorises HKY PACKAGE to use those materials only as reasonably necessary to quote, design, sample, engineer, manufacture, inspect, deliver, and support the relevant project.
The customer is responsible for having the rights or permissions needed to use and reproduce the materials it supplies. We may refuse a project if we reasonably believe the content infringes another party's rights or breaks applicable law.
HKY PACKAGE retains the rights to its own website content, original general packaging materials, manufacturing knowledge, processes, systems, and other intellectual property belonging to HKY PACKAGE.
After production, HKY PACKAGE may keep reasonable project records, production files, and samples for quality traceability, repeat orders, and internal reference. We will not publicly display a customer's logo, branded packaging, product photographs, or confidential project information for marketing without the customer's permission, unless the material has already been made public by the customer or the parties agree otherwise in writing.
19. Confidentiality
We understand that packaging projects can contain commercially sensitive information. We will take reasonable steps to protect confidential information provided for quotation, sampling, or production and will use it only for the relevant project and related business records.
Access may be given to employees, production partners, and service providers who reasonably need the information to complete the work. They are expected to handle it for that purpose only.
If a project requires stronger or more specific protection, either party may request a separate non-disclosure agreement (NDA). A signed NDA or specific confidentiality agreement will take priority over this general section where the two differ.
20. Suitability of the Packaging
The customer is responsible for confirming that the final packaging is suitable for the actual product, intended market, transport method, regulatory environment, and way it will be used.
We can recommend structures and materials based on the information provided. To give suitable advice, we need to know any important requirements involving product weight, fragility, food or chemical contact, temperature, humidity, transport conditions, drop testing, legal labels, child resistance, or market-specific compliance.
If important product characteristics, test requirements, regulations, or use conditions are not disclosed before production, HKY PACKAGE is not responsible for a resulting problem that we could not reasonably have anticipated. If we recommend a solution based on complete and accurate information and make a clear error within our area of responsibility, we will investigate it fairly and help address the part caused by that error.
21. Fair and Proportionate Liability
Our responsibility is to supply packaging that materially meets the confirmed production standard. When a verified manufacturing issue is ours, we will provide an appropriate remedy under Section 16 and will not unreasonably delay or refuse a valid claim.
To the extent permitted by applicable law, HKY PACKAGE is not liable for indirect, incidental, special, punitive, or consequential loss, including lost profit, lost sales, missed business opportunities, marketing costs, reputational claims, or delay to a product launch. These losses can be affected by many factors outside the packaging order and cannot reasonably be included in the price of the goods.
For a confirmed manufacturing issue, our total liability will normally be limited to the value of the affected packaging goods or the value of the replacement, rework, credit, refund, or other remedy agreed by the parties. Liability is assessed using the actual affected quantity—not the full order where unaffected goods remain usable.
Nothing in these Terms removes a responsibility that cannot lawfully be excluded or limited. Nothing in this section prevents both parties from agreeing to a different reasonable solution for a specific case.
22. Events Outside Reasonable Control
Neither party will be responsible for a failure or delay caused by an event outside its reasonable control. Examples include natural disasters, fire, flood, epidemic, war, civil disturbance, government restriction, labour dispute, serious power shortage, unexpected equipment emergency, raw-material shortage, transport interruption, port closure, customs delay, or a similar event.
The affected party should notify the other party within a reasonable time, explain the expected impact where possible, and take practical steps to reduce delay or loss. The parties will discuss a revised plan rather than treating the event as an automatic cancellation of all obligations.
23. Governing Law and Dispute Resolution
Unless the parties agree otherwise in writing, these Terms and transactions with HKY PACKAGE are governed by the laws of the People's Republic of China.
If a disagreement occurs, both parties should first try to resolve it through good-faith commercial discussion. Relevant records and evidence should be shared, and each party should have a reasonable opportunity to respond.
If the dispute cannot be resolved through negotiation, it may be submitted to the Shenzhen Court of International Arbitration (SCIA) under the arbitration rules in effect at that time. Unless otherwise agreed in writing, the arbitration will take place in Shenzhen, China, and the award will be final and binding.
For a specific international project, the parties may agree in a signed contract, PI, purchase agreement, or other written agreement to use a different governing law, jurisdiction, or dispute-resolution method. That specific written agreement will take priority over this section.
24. Updates to These Terms
We may update these Terms when our business, services, website, manufacturing practices, or applicable requirements change. The latest version will appear on this page with its update date.
An update will not retrospectively change the specific written terms already agreed for an existing order unless both parties agree.
25. Contact Us
If you have a question about these Terms & Conditions, please contact:
HKY PACKAGE
Shenzhen Hengkaiyuan Trading Development Co., Ltd.
Website: www.hkypack.com
Email: admin@hkypack.com
Shenzhen, Guangdong, China
