Our returns policy follows our Terms & Conditions of Sale, revised September 2026. These requirements apply to eligible stock items, including glass received by less-than-truckload (LTL) freight.
Return authorization and eligibility
Only stock items may be returned. Request a Return Authorization (RA) number within 15 days of receipt. Returns without an RA will be refused. Items must be unused, in original full cases or pallets, and in resaleable condition.
Restocking fee, freight, and credit
You pay return freight, and approved returns are subject to a restocking fee of up to 20%. Credit is issued after we receive and inspect the return. If we shipped the wrong item, there is no fee and we cover the freight.
Custom and non-stock items
Custom items cannot be returned. Custom items include printed, decorated, private-mold, special-order, and non-stock products, plus any product we buy specifically for you. Once we release a custom order to the manufacturer, it cannot be canceled, changed, or returned.
Manufacturer defects and quality claims
Hauser is a distributor. Manufacturer warranties pass through to you, and we manage manufacturing claims on your behalf. Glass, closures, capsules, and corrugate are made to industry-standard AQL (acceptable quality level) limits. Minor variations in color, weight, and dimensions within the manufacturer's tolerances are not defects. We will share AQL and spec sheets on request. Report quality issues in writing within 30 days of delivery and before the goods are filled, closed, or used. For defects that could not reasonably be found by inspection, report within 10 days of discovery and stop using the affected lot. Include lot codes or pallet tags, photos, samples, and quantities affected, and hold remaining product for inspection by us or the manufacturer. No claim may be made more than 12 months after delivery, and claims require that goods were stored in clean, dry, temperature-appropriate conditions. If a defect is confirmed, we will, at our option, replace the goods, credit your account, or refund the purchase price. Using goods after finding a problem ends the claim for those goods. We strongly recommend a line trial before full production.
Freight damage
For receiving instructions and freight claims, see our Freight Damage page and Section 11 of our Terms & Conditions of Sale.
Contact us
Contact your Hauser Packaging sales representative, email cs@hauserpack.com, or call 207-899-3306 to request a Return Authorization or report a product concern.