Return Policy

Returns & Refunds Policy (B2B Only — Incorporated Entities)

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Effective Date: 1 June 2025

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1. Applicability

This policy applies exclusively to orders placed by incorporated business entities (e.g. limited companies, LLPs, PLCs). We do not accept orders from sole traders, unincorporated partnerships, or private individuals (consumers).

 

2. Return Window

• Standard Returns: Incorporated entities may return most new, uninstalled equipment within 30 days of delivery for a full refund.

• Defective or Damaged Items: Notify us within 14 days of delivery for replacement or credit.

 

3. Product Condition

• Equipment must be unused, uninstalled and in original packaging, including all parts, manuals and accessories.

• Items that have been installed, modified or show signs of use will incur a 20% restocking fee.

 

4. Return Process

1. Request an RMA: Your authorised procurement contact emails help@packstuff.co.uk with your company registration number, order number and reason for return.

2. RMA Approval & Return Address: Upon reviewing your request, Pack Stuff will issue an RMA number and provide the specific return address in writing—this may be one of our offshore manufacturing sites or a supplier-partner location.

3. Ship the Equipment: Pack securely, clearly mark the RMA number on the outside of the shipment, and send to the address we’ve provided.

4. Inspection & Credit: Once received and inspected, we’ll issue a credit note to your Pack Stuff account within 5 business days.

 

5. Shipping Costs

• Standard Returns: Return freight is chargeable to your organisation.

• Defective/Damaged Items: We cover return freight—prepaid label provided.

 

6. Credit Issuance

Credits are applied to your Pack Stuff account and may be used against future orders. Confirmation of credit issuance is sent via email.

 

7. Exceptions

• Customised/Special-Order Machines: Non-returnable unless faulty on arrival.

• Misrepresentation of Intended Use: Equipment expressly designed to your specifications cannot be returned if misleading information was provided about its intended use.

• Consumables & Spare Parts: Returnable within 14 days, subject to original condition and a 20% restocking fee if opened.