Terms of service

1. About us

This website at www.boxpac.net (the “Site”) is operated by Vecor Ltd, trading as BoxPac (“we”, “us”, “our”). We are a company registered in England and Wales under company number 15072131. Our registered office and principal trading address is Mill Road, Cromford, Matlock, Derbyshire, DE4 3RQ. Our VAT registration number is GB447896530.

Stock is held and orders are dispatched on our behalf by our third-party fulfilment partner from Unit 2a, Weddington Terrace, Nuneaton, Warwickshire, CV10 0AG. This is also the address to which returns are sent. Further detail is provided in our Shipping Policy and Returns and Refund Policy.

You can contact us by post at our trading address above, by telephone on 01702 662392 or by email at sales@boxpac.net. Our customer service hours are Monday to Friday, 09:00–17:00, excluding UK public holidays.

2. These terms

These terms apply to the supply of any products listed on the Site to you, whether you are a consumer or a business customer.
Please read these terms carefully before placing an order. By placing an order you confirm that you accept these terms and agree to comply with them.
We may amend these terms from time to time. Every time you order products from us, the terms in force at the time of your order will apply to the contract between us.
If you are a consumer, you have legal rights in relation to products that are faulty or not as described. Nothing in these terms affects those legal rights. Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards office.

3. Placing an order

Our order process allows you to check and amend any errors before submitting your order. Please take the time to read and check your order at each stage.
After you place an order you will receive an email from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted.
The contract between us will only be formed when we send you a dispatch confirmation email confirming that the goods have been dispatched. This is when our acceptance of your order takes place.
If we are unable to accept your order, we will inform you of this and will not charge you for the product. This may be because the product is out of stock, because of unexpected limits on our resources, because we have identified an error in the price or description, or because we are unable to meet a delivery deadline.

4. Price and payment

The prices of products are as quoted on the Site at the time of order. Prices are shown exclusive of VAT, where applicable, and VAT is applied at the prevailing rate.
Prices may change from time to time, but changes will not affect orders we have already accepted.
It is always possible that, despite our reasonable efforts, some of the products on our Site may be incorrectly priced. If the correct price is higher than the price stated on the Site, we will contact you for your instructions before we accept your order.
Payment must be made at the time of order using one of the payment methods made available at checkout.
All payments are processed by our third-party payment providers. We do not store full card details on our servers.

5. Delivery

We deliver to addresses in mainland United Kingdom only.
Delivery costs and estimated delivery times are displayed at checkout and in our Shipping Policy.
We will use reasonable efforts to deliver within the estimated time, but estimates are not guarantees. Delivery times are calculated from the date of dispatch.
Under the Consumer Contracts Regulations 2013, where you are a consumer we will deliver the products to you within 30 days from the day on which the contract is concluded, unless we have agreed otherwise.
Delivery is complete when we deliver the products to the address you gave us or to a person nominated by you at that address, at which point the products will be your responsibility.
If no one is available at the delivery address to take delivery, the courier may leave a notice or attempt redelivery in accordance with their published process.

6. Your statutory rights (consumers only)

If you are a consumer, the Consumer Rights Act 2015 gives you specific rights in relation to the products we supply. In summary:

Products must be of satisfactory quality, fit for the particular purpose you made known to us, and as described.
If a product does not conform to these requirements, you have a short-term right to reject the product within 30 days of receipt for a full refund.
After the 30-day period and within six months of receipt, you have the right to require us to repair or replace a non-conforming product. If repair or replacement is not possible or is unreasonable, you may be entitled to a price reduction or final right to reject.
Nothing in these terms limits your statutory rights as a consumer.

7. Your right to cancel (consumers only)

If you are a consumer based in the UK or EU, you have the right to cancel an order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, subject to the conditions below.

You may cancel for any reason within 14 calendar days from the day on which you, or a person nominated by you, receives the products. Where an order is delivered in instalments, the period runs from receipt of the last instalment.
To exercise your right to cancel, you must inform us of your decision by a clear statement (for example, an email to sales@boxpac.net) before the 14-day period has expired.
After cancelling, you must return the goods to us without undue delay and in any event within 14 days of telling us you wish to cancel. You are responsible for the cost of returning the goods.
We will reimburse all payments received from you, including the cost of standard delivery, no later than 14 days after the day we receive the returned goods, or 14 days after the day you provide evidence you have returned the goods, whichever is earlier.
We may make a deduction from the reimbursement for any loss in value of goods if the loss is the result of unnecessary handling by you.

8. Business customers

Where you are buying products in the course of business (a “Trade Customer”), the following additional terms apply and certain consumer rights do not apply to you:

The Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 (including the 14-day cancellation right) do not apply to Trade Customers.
Returns by Trade Customers are accepted at our discretion and may be subject to a restocking fee.
Bulk and trade pricing may be agreed separately by written quotation. The terms of any such quotation will prevail to the extent of any conflict with these general terms.
Our total liability to you in respect of any claim arising under or in connection with these terms (whether in contract, tort or otherwise) is limited to the price paid for the products giving rise to the claim.

8A. Trade promises

The promises in this section apply to orders placed on or after 7 October 2026. They are in addition to, and do not limit, your statutory rights.

8A.1 Same board quality guarantee

What's guaranteed. Every order of a board product (boxes, postal boxes, mailers, book wraps and cardboard envelopes) will match the specification stated on that product's page: board type, flute, board grade and internal dimensions (within ±5mm). Other products, such as paper bags, will match their product description.

What's not covered. Natural variation in paper shade and minor print colour differences; damage caused by storage in damp conditions, stacking beyond the stated load, or handling after delivery.

How to claim. Contact sales@boxpac.net within 14 days of delivery with your order number and photos. We may collect a sample for testing.

What we'll do. If the goods don't match the stated specification, we'll replace the affected boxes free of charge, including delivery. Where replacement isn't possible, we'll credit you at the price paid. Our liability under this guarantee is limited to replacing or crediting the affected goods.

Specification changes. If we need to change a product's specification, we'll email you at least 30 days beforehand, and you can order remaining stock at the current specification.

8A.2 Price hold on reorders

What's held. When you reorder the same product (same size and specification) within 60 days of your last qualifying order, we'll charge the list price per pack (excluding VAT) that applied on the date of that order. The held price is the list price before any promotional discount, loyalty redemption or special offer.

Qualifying order. Your company's most recent order of that product, whether at a held price or at our standard price. Each qualifying order starts a new 60-day hold, subject to price reviews below. Price holds apply per company account, so any buyer at your company can use them.

Quantity tiers. Prices are set per pack in quantity tiers. Your held price applies when your reorder is in the same tier as your last qualifying order. Reorders in a lower tier are charged at the current price for that tier. Reorders in a higher tier are charged at whichever is lower: your held price or the current price for that tier.

Price reviews. We review our prices twice a year, on 1 May and 1 October. Every price hold ends on the next review date, even if 60 days have not passed, and orders after that date are charged at the reviewed price. If a reviewed price is lower than your held price, you'll pay the lower price. We'll email customers with an active price hold at least 30 days before each review. Orders placed before the review date are charged at the held price.

How to claim. Reply to your order confirmation or email sales@boxpac.net, quoting your order number or company name, and we'll send you an invoice at your held price. Orders placed through the website checkout are charged at the current online price; whether to refund the difference on such an order is at our discretion.

No combined discounts. Held-price orders are charged at the held price only. Promotional discount codes and loyalty point redemptions can't be applied to them, but can be used on orders placed at current online prices.

Exclusions. For custom printed products, only the unit price is held; one-off charges such as plates and artwork are charged separately. The price hold doesn't apply to VAT changes, pricing errors, or products no longer offered for sale. Prices on our website may change at any time.

8A.3 In-stock dispatch promise

What's promised. If a product shows as "In stock" when you place your order, we hold it in our warehouse and it is ready to dispatch. Orders placed before 2pm, Monday to Friday (excluding bank holidays), are dispatched the same working day. Orders placed after 2pm are dispatched the next working day.

Quantities. The promise covers the quantity we have in stock. If you order more, we'll dispatch the in-stock quantity on time and tell you when the rest will follow, or you can cancel the remainder for a full refund.

If we miss it. We'll contact you within 2 working hours of your order. You can choose to have it dispatched by the date we give you, upgraded to next-day delivery at our cost, or cancel for a full refund.

What's not covered. Products showing "Due soon"; custom printed products; pallet deliveries, which are booked for delivery within 2 working days; orders held for payment or security checks or with incomplete delivery details; and events outside our reasonable control. The promise covers dispatch from our warehouse; delivery times depend on the carrier.

8A.4 Custom and made-to-order runs

Custom and made-to-order runs may be delivered within ±10% of the quantity ordered, and you'll be charged for the quantity delivered. Stock products are supplied in the exact quantities ordered.

9. Our liability to you (consumers)

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious it will happen, or if both we and you contemplated it could happen at the time we entered into the contract.
We only supply products for domestic and private use. If you use the products for any commercial, business or resale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
We do not in any way exclude or limit our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, breach of your statutory consumer rights, or any other liability that cannot be excluded or limited by English law.

10. Events outside our control

We will not be liable for any failure to perform, or delay in performance of, our obligations that is caused by an event outside our reasonable control (a “Force Majeure Event”), including industrial action, civil commotion, fire, flood, severe weather, epidemic, pandemic, restrictions on movement, or interruption of essential services. If a Force Majeure Event occurs, we will contact you as soon as reasonably possible and our obligations under these terms will be suspended for as long as the Force Majeure Event continues.

11. Intellectual property

All content on the Site, including text, graphics, logos, images and software, is owned by us or our licensors and is protected by UK and international intellectual property laws. You may not reproduce, distribute, modify or commercially exploit any content on the Site without our prior written consent.

12. Your information

We will use the personal information you provide to us as set out in our Privacy Policy. By placing an order you confirm that you have read and understood our Privacy Policy.

13. Complaints

If you have a complaint about our products or service, please contact us first by email at sales@boxpac.net. We aim to acknowledge complaints within two working days and resolve them within ten working days. If we cannot resolve your complaint to your satisfaction, you may be entitled to refer the matter to an alternative dispute resolution provider or to the courts.

You may also access the European Commission’s Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr for cross-border disputes.

14. Other important terms

We may transfer our rights and obligations under these terms to another organisation. You may only transfer your rights or obligations under these terms to another person if we agree in writing.
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking these terms, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
These terms are governed by English law. Any dispute or claim arising out of or in connection with these terms will be subject to the exclusive jurisdiction of the courts of England and Wales.