Refund policy

Goods are supplied in good faith. If however you order the wrong item, are not completely satisfied with the items you receive or simply want to return your goods, you must arrange for them to be returned to us, and providing they are received by us in good condition (ie they have been handled with reasonable care), we will refund the cost of the goods in full less the carriage costs incurred by us.
If you choose to return goods you must notify us within 14 calendar days of receiving delivery otherwise no claim will be entertained.

If any goods are faulty or damaged when you receive them, we will arrange for them to be replaced or refunded. Delivery charges for damaged or faulty goods or errors made by us will be fully refunded and/or not charged. You must notify us of faulty or damaged goods within 14 calendar days of receiving delivery otherwise no claim will be entertained.

Your right to return goods applies only to our standard catalogue product range. We regret we are unable to accept returns for custom made or bespoke products that we have produced specifically for you to your instructions except where we are at fault for any errors or omissions. In these circumstances, we reserve the right to provide a suitable replacement or remake the goods to your satisfaction. Where we have agreed to hold goods for delivery to an agreed schedule we cannot be held liable for any fault, loss or damage to those goods in the event that delivery exceeds that which has been agreed. Should any agreed schedule overrun we reserve the right to deliver the full amount to you. Where delivery is not possible we reserve the right to make charges for storage & delivery or at our discretion, dispose of the goods. In this instance, no refunds will be made or claims entertained.

To return goods to us you must first contact us to obtain a Goods Returns Form. 
Telephone customer services on 01476 515931 or email us at sales@postpack.co.uk.

The Completed Goods Returns Form must accompany any returned goods. Goods returned to us without a completed Goods Returns Form are sent at your own risk & we accept no responsibility for any goods returned to us without a completed Goods Return Form.

Your statutory rights remain unaffected.

Your rights to return goods are protected under the Consumer Contracts Regulations.

Address for Returns
Postpack Ltd
Hollis Road, Grantham, Lincolnshire, NG31 7QH, UK 
Tel: 01476 515931
Fax: 0845 071 0759

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Sales@postpack.co.uk.