This Returns and Refund Policy explains how to return products purchased from www.boxpac.net and how refunds are handled. It is in addition to your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Your 14-day right to cancel (consumers only)
If you are a consumer based in the UK or EU, you have 14 days from the day on which you (or someone nominated by you) receives the products to cancel your order for any reason. To exercise this right:
- Send us a clear written statement that you wish to cancel — for example an email to sales@boxpac.net stating your order number and that you wish to cancel.
- Return the products to us without undue delay and in any event within 14 days of telling us you wish to cancel.
- Goods should be returned in the same condition you received them, with any tags or seals intact, in their original packaging where reasonably possible.
- You are responsible for the cost of returning the goods unless they are faulty or were sent in error.
2. Faulty, damaged or incorrect products (consumers)
Under the Consumer Rights Act 2015 you have the following statutory rights in relation to faulty goods or goods that do not match their description:
- Short-term right to reject — within 30 days of receipt you may reject a faulty product and ask for a full refund.
- Right to repair or replacement — between 30 days and 6 months of receipt, you may require us to repair or replace a faulty product. If repair or replacement is not possible or is unreasonable, you may be entitled to a price reduction or final right to reject.
- Where a fault arises within 6 months of delivery, it is presumed to have been present at the time of delivery unless we can demonstrate otherwise.
If your order arrives damaged in transit, please contact us within 48 hours of receipt with your order number and photographs of the damage so we can investigate with the courier and arrange a replacement or refund.
3. Products excluded from the right to cancel
The 14-day cancellation right does not apply to:
- Bespoke or made-to-order products, such as custom-printed boxes or products manufactured to your specification.
- Sealed goods that are not suitable for return for health protection or hygiene reasons, once they have been unsealed.
- Goods that have been mixed inseparably with other items after delivery.
Your statutory rights in relation to faulty goods (clause 2) are not affected by these exclusions.
4. Trade Customers (B2B)
Where you are buying products in the course of business, the consumer rights in clauses 1 and 2 above do not apply to you. Returns by Trade Customers are accepted at our discretion. Where we agree to accept a return:
- The product must be unused, undamaged and in its original packaging.
- A restocking fee of up to 20% of the product value may apply.
- Return shipping costs are payable by the Trade Customer.
- Bespoke or custom-made products are non-returnable.
5. How to start a return
- Contact us at sales@boxpac.net with your order number, the items you wish to return, and the reason for return. Please do not send products back without contacting us first — returns sent without prior agreement may not be accepted.
- We will respond within 2 working days with return instructions, including the return address and any return shipping label we are providing.
- Pack the products securely. Use the original packaging where possible to protect the products during return transit.
- Send the products to the return address provided. We recommend using a tracked service — we cannot be responsible for items lost in return transit.
6. Refunds
- Where you have exercised your 14-day right to cancel, we will refund the full amount you paid for the products plus the cost of standard delivery (we are not required to refund supplementary delivery costs if you chose a more expensive option than our standard service).
- Where you are returning a faulty product within your short-term right to reject, we will refund the full amount you paid including delivery costs and reasonable return postage.
- Refunds are made to the original payment method within 14 days of the day we receive the returned goods or, in the case of a cancellation, within 14 days of receiving evidence that you have returned the goods, whichever is earlier.
- Some banks and card providers take additional time to process refunds onto your statement. If 10 working days have passed since we confirmed your refund and it has not appeared, please contact your bank or card provider in the first instance, then come back to us if needed.
7. Exchanges
The fastest way to ensure you get what you want is to return the original item for a refund and place a new order for the replacement. This avoids stock allocation delays and ensures you are not left waiting if the replacement is out of stock.
8. Returns address
Returns are received on our behalf at the warehouse of our third-party fulfilment partner. Once you have contacted us at sales@boxpac.net and we have authorised the return, please send the goods to:
BoxPac Returns
c/o Lesters Logistics
Unit 2a, Weddington Terrace
Nuneaton
Warwickshire
CV10 0AG
Please include a copy of your order confirmation and a brief note quoting your order number inside the parcel so the return can be matched to your order quickly.
9. Contact us
If you have any questions about returns or refunds please contact us at sales@boxpac.net or 024 7534 0199. Our customer service team is available Monday to Friday, 09:00–17:00, excluding UK public holidays.