Purchase, No Returns and Cancellation Policy
Purchase, No Returns and Cancellation Policy
Effective Date: 8 August 2026
Last Updated: 8 August 2026
ALL SALES ARE FINAL. WE DO NOT ACCEPT RETURNS, EXCHANGES OR CANCELLATIONS FOR CHANGE OF MIND OR BUYER ERROR. IF WE SHIP THE WRONG ITEM, AN ITEM IS MISSING, YOUR SHIPMENT ARRIVES DAMAGED, OR A MACHINE HAS A DEFECT COVERED BY OUR WARRANTY, WE WILL PUT IT RIGHT UNDER SECTIONS 5 TO 8 OF THIS POLICY.
This Purchase, No Returns and Cancellation Policy (this "Policy") applies to all purchases of goods from Yildiz Prime Inc., a Florida corporation trading as SmartPackingUSA ("SmartPackingUSA", "we", "us" or "our"), whether ordered through https://www.smartpackingusa.com, through a quotation issued by one of our sales representatives, by purchase order, or by payment through a payment link we send you.
This Policy forms part of our Terms of Service and is to be read together with our Warranty Policy. Capitalised terms have the meaning given in our Terms of Service.
1. Commercial Sales Only.
1.1 We supply commercial food packaging machines, molds, trays, containers, lids, sealing films, replacement parts and accessories to businesses that prepare, package and sell food and other products. Our goods are industrial and commercial supplies and are not offered for personal, family or household use.
1.2 By placing an order you confirm that you are purchasing for business purposes, that you have selected the goods on the basis of your own assessment of your requirements, and that you have had the opportunity to request samples, drawings, technical information and advice from our sales team before ordering.
1.3 Nothing in this Policy is intended to displace any right that cannot lawfully be excluded. Where a mandatory right applies to a particular transaction notwithstanding Section 1.1, that right prevails over any inconsistent provision of this Policy in respect of that transaction only.
2. All Sales Final.
2.1 All sales are final. Once an order has been accepted by us, it cannot be returned, exchanged, cancelled or refunded except as expressly provided in Sections 5 to 8 of this Policy.
2.2 Without limitation, we do not accept a return, exchange, cancellation or refund because you have changed your mind; because you ordered the wrong product, model, size, depth, compartment configuration, material, film or mold; because you ordered the wrong quantity or the wrong number of cartons; because the goods no longer suit your menu, packaging line, food product or business plan; because you found a lower price elsewhere; because you have decided to use a different packaging format; or because the goods are no longer needed.
2.3 We do not accept a return because a machine, mold, container or film does not perform as you expected in your own operation, where the goods conform to the specification ordered. Suitability for your food product, fill weight, process temperature, sealing parameters, shelf life, storage and distribution requirements is your responsibility, and we encourage you to request samples and to speak with our technical team before committing to a purchase.
2.4 We do not accept a return of goods that have been opened, used, energised, installed, put into production, tested with product, modified, mounted, cleaned with chemicals, relabelled or removed from their original sealed packaging.
2.5 Because our goods are food contact articles and food processing equipment, we cannot return them to saleable inventory once they have left our control. This Policy reflects that fact and the pricing on which our goods are offered.
3. Custom Manufactured Goods, Tooling and Configured Machines.
3.1 Custom manufactured goods are in every case non returnable, non cancellable and non refundable. These include custom manufactured trays and containers, bulk container orders produced to your specification, custom printed top sealing films, custom molds and tooling, and machines configured or tooled to your container specification.
3.2 A custom order becomes non cancellable and non refundable on the earlier of the date you approve the applicable drawing, dieline, artwork proof, mold drawing, technical sheet, configuration sheet or physical sample, and the date on which design work, tooling, printing, production or procurement commences.
3.3 Amounts already incurred are non refundable in any event, including design and pre press charges, sample and prototype charges, mold and tooling charges and tooling contributions, plate and cylinder charges, raw material and substrate procurement, production and printing costs, and freight and handling already committed.
3.4 It is your responsibility to check everything submitted for approval before you approve it, including dimensions, compartment layout, depth, capacity, material, coating, print content, spelling, colour references, barcodes and any regulatory or environmental statement appearing on the goods. We produce to the approved version.
3.5 Custom goods are supplied in the quantity ordered. Where a manufacturing or printing process makes an over run or under run unavoidable, we will tell you before production commences and will apply it only if you have agreed it in writing. Where an agreed tolerance applies, delivery within it is full performance and does not give rise to a refund or credit.
3.6 If you need to change a custom order after approval, contact us immediately. Where production has not yet commenced we will tell you whether a change is possible and quote any additional cost. We are not obliged to accept a change.
4. WOrder Cancellation Before Acceptance and Cancellation by Us.
4.1 A request to cancel an order will be considered only if it is received before we have accepted the order, and in the case of custom goods only if it is received before approval and before design, tooling, printing, production or procurement has commenced.
4.2 Where cancellation is permitted, any deposit is refunded less all costs properly incurred by us up to the date of cancellation, including the costs listed in Section 3.3 and any restocking, cancellation or handling charge imposed on us by a manufacturer, printer or supplier.
4.3 Once goods have shipped, an order cannot be cancelled. If you refuse a delivery, or delivery fails because of an inaccurate address or the absence of an authorised signatory, you remain liable for the full price together with outbound freight, return freight, storage and any resulting loss or damage, and no refund is due.
4.4 We may cancel an order at any time before dispatch, including where the goods are unavailable, where an obvious pricing or specification error has occurred, where payment is not received or is reversed, where we reasonably believe the order is fraudulent or is for personal or household use, or where we are unable to verify the order. Where we cancel an order under this Section, we refund all amounts paid for the cancelled goods, and this is your sole remedy.
5. Wrong Item Shipped, Shortages and Missing Items.
5.1 If we ship an incorrect item, or your shipment is short of the quantity ordered, or an item listed on the packing list is missing, we will put it right at our cost.
5.2 You must count the cartons and pallets received against the delivery documents at the point of delivery, and must report any shortage, missing item or incorrect item to us within 2 business days of delivery. Where a shortage or discrepancy is visible at delivery, it must also be noted on the carrier delivery receipt or bill of lading before you sign.
5.3 Your report should include the order number, the item numbers affected, the quantity involved, and photographs of the pallet, cartons, carton labels, packing list and contents.
5.4 Where the claim is accepted, we will at our option ship the correct or missing goods, or issue a credit or refund for the affected goods. Where an incorrect item is to be returned, we will issue a return authorisation and arrange and pay for return collection. There is no restocking fee and no return freight charge to you on an accepted claim under this Section.
5.5 Incorrectly shipped goods must be kept in their original packaging and must not be used, opened for use, relabelled or disposed of before the claim is resolved.
6. Shipping Damage.
6.1 We bear the risk of loss and damage in transit until the goods are delivered to your delivery address, and our shipments are insured and, where indicated, require a signature on delivery. Because a transit damage claim depends on evidence gathered at the point of delivery, the inspection and reporting steps in this Section are conditions of any claim.
6.2 This Section applies to all goods we supply, including machines, molds, trays and containers, lids, sealing films, replacement parts and accessories.
6.3 Inspect every shipment on arrival, before the driver leaves wherever possible. Check the outer packaging, cartons, crating, shrink wrap and pallet, as well as the goods themselves, for any visible sign of damage, including packaging or goods that are broken, crushed, dented, torn, punctured, split, wet or water stained, leaking, stained, or otherwise visibly damaged.
6.4 Where any visible damage is present, take photographs at the point of delivery showing the pallet or crate as delivered, the outer packaging and carton labels, the internal packing, and the damaged goods, and, wherever possible, have the damage described and noted on the carrier delivery receipt or bill of lading before you sign for the shipment. Where the driver will not wait, sign as damaged or subject to inspection, note what you have observed, and photograph the shipment immediately.
6.5 Recording the damage on the delivery receipt materially improves the prospect of recovery from the carrier and the insurer. Signing a clean delivery receipt for a shipment that is visibly damaged may prevent a claim from being paid.
6.6 If the damage is severe, you may refuse all or part of the shipment. Tell us immediately by telephone on (239) 227-5399 so that we can arrange a replacement and open the claim.
6.7 All shipping damage affecting any goods, whether the damage was visible on arrival or was concealed and discovered only after the shipment was opened, must be reported to us within 24 hours of delivery, by email to info@smartpackingusa.com or by telephone on (239) 227-5399, and must be supported by photographs. Where delivery occurs on a Saturday, Sunday or public holiday, the report must reach us by the end of the next business day.
6.8 Your report should include your order number, the item numbers and quantities affected, the date of delivery and the carrier, the model and serial number where a machine is involved, the lot or batch information printed on the cartons where trays, containers, lids or films are involved, a description of the damage, photographs of the pallet or crate, outer packaging, carton labels, internal packing and the damaged goods, and a copy of the signed delivery receipt where the damage was noted on it.
6.9 Shipping damage reported after the period in Section 6.7 may not be accepted, because we, our carrier and our insurer are no longer able to establish that the damage occurred in transit. This does not affect warranty coverage for a defect in material or workmanship.
6.10 Where a machine is unpacked, inspected and test operated after delivery and is found to be operating correctly, any technical or mechanical issue that develops afterwards is not shipping damage and is handled under our Warranty Policy. The 24 hour period in Section 6.7 applies to shipping damage only and does not shorten or affect your warranty coverage in any way.
6.11 Retain the original packaging, crating and pallet and the damaged goods until the claim is resolved. Carriers and insurers routinely require inspection, and disposing of the packaging may prevent the claim from being paid.
6.12 Where a shipping damage claim is accepted, we will at our option repair the goods, supply replacement goods or parts, or issue a credit or refund for the affected goods. Where goods are to be returned, we will issue a return authorisation and arrange and pay for collection.
6.13 If shipping damage is not reported within the period in Section 6.7, the goods are deemed accepted in good condition.
7. Verified Product Defects and Warranty Claims.
7.1 Machines and the molds supplied for use with them are covered by a 12 month limited warranty from the date of delivery, and an optional extended warranty extending that period to 24 months may be purchased at the price displayed for the relevant machine model. Warranty claims are handled under our Warranty Policy and not under this Policy.
7.2 A warranty claim is not a return. Our warranty remedies are remote technical support, the supply of replacement parts, and where necessary repair at our service location, as set out in the Warranty Policy. A warranty claim does not entitle you to return a machine for refund or to cancel an order.
7.3 Trays, containers, lids, sealing films and parts are warranted only to conform to the agreed specification at the time of delivery, within ordinary manufacturing and printing tolerances. Where a verified non conformity is established, we will at our option replace the affected goods or issue a credit or refund for them.
7.4 A claim of non conforming consumable goods (trays, containers, lids, films and parts) must be reported within 10 calendar days of delivery for a defect apparent on inspection, and promptly on discovery for a latent defect, and must be supported by photographs and by the lot or batch information printed on the cartons. Retain the affected goods and a representative sample of the packaging.
7.5 Goods that are found on inspection to conform to specification, or whose condition is attributable to storage, handling, contamination, incompatible equipment, incorrect sealing parameters or use outside the stated conditions, are not defective, and no credit or refund is due
8. Return Authorisation and Discretionary Accommodation.
8.1 No goods may be returned to us without a return authorisation issued by us in writing. Goods returned without a return authorisation may be refused, returned to you at your cost, or held at your risk and expense.
8.2 Where a return is authorised under Sections 5, 6 or 7, we will provide the return address, the return authorisation number and shipping instructions, and we will bear the cost of return freight.
8.3 In exceptional cases we may, entirely at our discretion and without creating any obligation or precedent, agree to accept a return that is not otherwise permitted by this Policy as a commercial accommodation. Any such accommodation must be agreed by us in writing in advance, applies only to unused goods in their original unopened packaging in resaleable condition, and may be made subject to a restocking and handling charge and to return freight at your cost, both quoted to you at the time. Nothing in this Section obliges us to accept any return.
8.4 Returns accepted under Section 8.3 are inspected on receipt. Goods that arrive used, opened, damaged, incomplete, without their original packaging or otherwise not in resaleable condition may be refused, and we may return them to you at your cost or dispose of them after notice to you.
9. Refunds, Credits and Payment Disputes.
9.1 Where a refund or credit is due under this Policy, it is issued to the original payment method or as an account credit at our option, and only after the affected goods have been received and inspected where a return is required.
9.2 Refunds are processed within 10 business days of approval of the claim or of receipt and inspection of returned goods, whichever is later. The time taken for funds to appear depends on your bank or card issuer.
9.3 Refunds are limited to the price paid for the affected goods. Shipping, insurance, signature delivery, accessorial freight and payment processing charges are not refundable except where we shipped the wrong item, where a shipment was damaged in transit, or where we cancelled the order under Section 4.4.
9.4 If you believe you are entitled to a remedy, contact us first at info@smartpackingusa.com or on (239) 227-5399. You agree not to initiate a payment card chargeback or payment dispute in respect of goods delivered in accordance with your order, or in respect of amounts that are non refundable under this Policy. Where a chargeback is initiated without justification, you are responsible for our reasonable administrative and recovery costs and for any fees charged to us by the payment provider, and we may suspend your account and decline future orders.
9.5 Where a chargeback or payment dispute is raised, we will provide the payment provider and card network with the order record, this Policy, the acknowledgement you gave at checkout, the delivery record and the relevant correspondence.
10. Disclosure, Acknowledgement and Changes to this Policy.
10.1 This Policy is published at https://www.smartpackingusa.com, is summarised on our product pages, and is presented for acknowledgement before payment is completed, whether you purchase through our online store or by payment link. You are required to confirm that you have read and accepted this Policy before your order is completed, and that acknowledgement is recorded with your order.
10.2 Where a quotation, invoice or payment link is issued to you, this Policy is referenced in it and applies to the resulting order.
10.3 We may amend this Policy at any time by publishing a revised version with a new Effective Date. The version in force on the date your order is accepted governs that order. Amendments do not apply retrospectively to orders already accepted.
10.4 If any provision of this Policy is held unenforceable, it will be modified to the minimum extent necessary or severed, and the remainder continues in effect.
10.5 This Policy is governed by the laws of the State of Florida and is subject to the dispute resolution provisions of our Terms of Service.
11. How to Contact Us and Claim Checklist.
11.1 Claims and enquiries under this Policy should be sent to SmartPackingUSA, Yildiz Prime Inc., 7826 Grey Heron Way, Unit 101, Naples, Florida 34104, United States, by email to info@smartpackingusa.com, or by telephone on (239) 227-5399.
11.2 To help us resolve a claim quickly, please include: your order number and order date; the item numbers and quantities affected; the model and serial number where a machine is involved; the date of delivery and the carrier; a description of the problem; photographs of the outer packaging, pallet or crate, carton labels, packing list and the goods; and a copy of the signed delivery receipt where damage or shortage was noted on it.
11.3 Time limits under this Policy, which apply to all goods including machines, molds, trays and containers, lids, sealing films and parts, are as follows.
11.4 Shipping damage, whether visible at delivery or concealed and discovered after opening the shipment: photograph at delivery, have visible damage noted on the carrier delivery receipt before signing wherever possible, and report to us with photographs within 24 hours of delivery, or by the end of the next business day where delivery occurs on a Saturday, Sunday or public holiday.
11.5 Shortages, missing items and incorrect items: 2 business days from delivery, with any discrepancy visible at delivery also noted on the carrier delivery receipt.
11.6 Non conforming trays, containers, lids, films and parts: 10 calendar days from delivery where the non conformity is apparent on inspection, and promptly on discovery where it is latent.
11.7 Machine and mold faults arising after the goods have been unpacked, inspected and successfully test operated: at any time within the applicable warranty period under our Warranty Policy. The 24 hour shipping damage deadline does not shorten or affect warranty coverage.
