Returns & refunds.

This Returns Policy explains how returns, refunds and exchanges work for orders placed through the Easipac website. It forms part of our Terms & Conditions and should be read alongside our Shipping Policy.

This policy distinguishes between two situations: (1) goods that arrive damaged, faulty, or not as ordered, and (2) goods you wish to return because you have changed your mind. The rules and any fees are different for each.

1. Damaged, faulty, or wrong items

1.1 On delivery

Please inspect your order on arrival. If your order arrives damaged, with items missing, or with the wrong items supplied, please contact us within 3 working days of delivery, including:

• your order number;
• a description of the issue;
• photographs of the affected goods and the outer packaging where applicable.

Once we have received your report, we will arrange a free replacement or, at your option, a full refund (including original delivery charges) for the affected items. We will pay any return shipping costs.

1.2 Defects discovered later

If you discover a defect, fault, or quality issue with your goods after delivery, please contact us within 30 days of delivery.

On confirmation of the defect, we will offer you the choice of:

• a full refund (including original delivery charges where applicable) to your original payment method; or
• a free replacement of the affected items.

We will pay any return shipping costs for goods that are defective, damaged, or not as ordered.

1.3 Reseller status

Easipac is a distributor of products manufactured by third parties. Our liability for product defects under this Policy is limited as set out in our Terms & Conditions. Nothing in this Policy limits your statutory rights as a consumer under the Consumer Rights Act 2015.

2. Change-of-mind returns (stock items)

If you have changed your mind about an order of stock items, you may return them within 14 days of delivery, subject to the conditions below.

2.1 Eligibility

To be eligible for a change-of-mind return, the goods must be:

• stock items only (custom-printed or bespoke items are not eligible: see section 3);
• unopened, in their original packaging;
• in re-saleable condition; and
• returned within 14 days of the delivery date.

2.2 Fees

A collection and restocking fee applies to change-of-mind returns:

Fee	Amount
Base collection fee	£10.00 (inc. VAT)
Per returned carton	£5.00 per carton (inc. VAT)

The fee is calculated on the number of cartons being returned, not the total cartons in the original order. Fees are deducted from your refund.

2.3 How to start a return

To start a change-of-mind return, please get in touch via our contact page with your order number and the items you wish to return. Once we have confirmed eligibility, we will arrange collection from your delivery address using our courier partners.

2.4 Refunds

Once we have received and inspected the returned goods, we will refund the value of the returned items, less the collection and restocking fees, to your original payment method. Refunds are processed within 3 working days of inspection. Funds typically take a further 3–5 working days to appear in your account, depending on your payment provider.

3. Custom-printed and bespoke items

Custom-printed and bespoke items are made specifically to your specifications. They cannot be returned for change of mind, over-ordering, or no longer being required.

This exclusion is permitted under Regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which excludes goods made to the consumer’s specifications or clearly personalised.

Your statutory rights are not affected. Custom-printed items remain covered by your statutory rights where goods are defective, damaged in transit, or not as ordered. See section 1 above.

4. Sample orders

We are happy to provide free samples to business customers evaluating our products. To request samples, please get in touch via our contact page with details of the products you are interested in and your business requirements. We pay the cost of sending the samples.

We reserve the right to limit the number of samples per request and to decline sample requests at our discretion.

5. Return address

Where goods are returned to us, please use the following address:

Easipac
194 Garth Road
London
SM4 4LU

Most returns are arranged through a courier collection; you do not normally need to use the address yourself. Please contact us before sending anything back.

6. Your statutory rights

Nothing in this policy limits your statutory rights as a consumer. If you are a consumer ordering for purposes wholly or mainly outside your trade, business, craft or profession, you have additional rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which apply alongside this policy.