Returns and refunds

Returns at a glance

• Consumers can cancel an order within 14 days of delivery and get a refund.
• Faulty goods are covered by the Consumer Rights Act 2015 if you are a consumer, and by our terms if you are a business.
• Business customers can return unopened, unused cases in resalable condition within 14 days of delivery, once we have agreed the return.
• Tell us about damage caused in delivery within 24 hours, and about missing or incorrect items within 3 days of delivery. If you are a consumer, these time limits do not affect your legal rights.
• Custom-printed goods cannot be returned unless they are faulty or do not match the proof you approved.
• If you return goods that are not faulty or wrong, for example because you changed your mind, report the return to us first, then send the goods back at your own cost.
• We refund in full what you paid us for goods that come back unused. Refunds are made within 14 days, using the way you paid.

How to start a return

Email sales@megapackaging.co.uk, call us on 020 3972 7741 or WhatsApp 07342 827770, and tell us:

• your order number
• which products you want to return, and how many
• the reason for the return (if you are a consumer cancelling within 14 days, you do not have to give one)
• photos of the product and its packaging, if something is damaged or faulty

We will reply during opening hours, Monday to Friday, 9:30 to 17:00, and tell you how to send the goods back or arrange a collection. Please report the return to us before you send anything back, so we know it is coming and can deal with it quickly.

Consumers: your 14-day right to cancel

If you are a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order without giving a reason.

• You can cancel at any time from placing your order until 14 days after the day you receive the goods. If your order arrives in more than one delivery, the 14 days run from the day you receive the last one.
• To cancel, tell us clearly by email, phone, WhatsApp or letter. You can use the model cancellation form below, but you do not have to.
• Send the goods back within 14 days of telling us you are cancelling.
• You pay the direct cost of sending the goods back, unless they are faulty or we sent the wrong item. We do not refund this cost.
• You may handle the goods as you would in a shop to check them. If they have been used or handled more than that, for example items used from a case, we may reduce your refund to reflect the loss in value.

Your refund

We refund in full everything you paid us for the goods (delivery is free, so there is no delivery charge to add). The only deduction we may make is for loss in value, explained above. We do not refund the cost of sending the goods back to us, unless they are faulty or we sent the wrong item. We refund you within 14 days of receiving the goods back, or of you showing us proof that you sent them, whichever is sooner. If you cancel before we dispatch your order, we refund you within 14 days of you telling us. We refund using the same payment method you used, and you will not be charged a fee for the refund.

When the right to cancel does not apply

• Goods made to your specification or clearly personalised, such as custom-printed packaging.
• Goods sealed for health protection or hygiene reasons, once you have unsealed them after delivery. These cannot be returned unless they are faulty (Consumer Contracts Regulations 2013, regulation 28(3)(a)).

Model cancellation form

If you want to use it, copy this into an email or letter and fill it in:

• To: Mega Packaging Limited, Unit 13, Watermill Business Centre, Enfield, London EN3 7XF, sales@megapackaging.co.uk
• I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
• Ordered on / received on:
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is sent on paper):
• Date:

Consumers: faulty goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:

• Within 30 days of delivery, you can reject them and get a full refund.
• Within 6 months, if you are outside the 30 days, you are entitled to a repair or a replacement. If that is not possible, or it does not fix the problem, you are entitled to a refund or a price reduction. During this time we assume the fault was there when the goods were delivered, unless we can show otherwise.
• After 6 months, you may still be entitled to a repair, replacement, price reduction or refund, but you may need to show that the fault was there when the goods were delivered. You can make a claim for up to 6 years after delivery (5 years in Scotland).

We may need to inspect a faulty item, and sometimes send it to the manufacturer to confirm the fault. We pay the reasonable cost of returning faulty goods, or collect them from you.

Damaged, missing or incorrect items

Please check your delivery when it arrives.

• Damaged in delivery: tell us within 24 hours, with photos of the damaged product and its packaging.
• Missing or incorrect items: tell us in writing within 3 days of delivery. Please do not open or use incorrect items, so they can come back to us in the condition you received them.

Once we have checked the problem, we will arrange a collection at no cost to you and send the correct items or a replacement, or refund you if you prefer. If you are a consumer, these time limits help us claim from the courier and deal with the problem quickly, but they do not limit your legal rights.

Business customers

If you buy for a business, school, council or other organisation, the consumer rights above do not apply, but we still want you to be happy with your order.

Change of mind

• We accept returns of unopened, unused full cases in resalable condition, returned within 14 days of delivery.
• Please report the return to us and agree it with us before you send anything. We cannot accept goods sent back without our agreement.
• You pay the cost of returning the goods. Please use a tracked or signed-for service, because goods damaged or lost on the way back are your responsibility.
• Once we have received and checked the goods, we refund in full what you paid us for them. There is no restocking fee.

Faulty goods

Tell us as soon as you notice a fault, and where possible within 14 days of delivery. Please stop using the affected goods and keep them, with their packaging, for us to inspect. Once we have confirmed the fault, we will replace the goods or refund you. Our liability is set out in our terms and conditions.

Damaged, missing or incorrect items

Please report these within the time limits above, which apply to business orders. We may not be able to accept claims reported later.

Items we cannot take back

• Custom-printed goods, unless they are faulty or do not match the proof you approved. Our printing terms explain more.
• Opened hygiene-sealed items, unless they are faulty.
• For business customers: opened or part-used cases, and goods that are not in resalable condition.

Sending goods back yourself

Please report the return to us first. We will then tell you where to send the goods. Pack them well, ideally in their original outer box, use a tracked or signed-for service and keep your proof of postage. If the goods are not faulty or wrong, for example because you changed your mind or are not happy with them, you pay the cost of sending them back and we do not refund it. We do refund in full what you paid us for goods that come back unused.

Refunds

• Once we have received and checked the goods, we will let you know and refund you within 14 days. Consumers are refunded within the time limits explained above.
• We refund in full what you paid us for goods that come back unused. Refunds for faulty goods are explained in the faulty goods sections above. We do not refund the cost of sending back goods that are not faulty or wrong.
• Card payments are refunded to the card you paid with. Your bank may take a few more days to show the money in your account.

Contact us

For help with a return, email sales@megapackaging.co.uk, call us on 020 3972 7741, or WhatsApp or text 07342 827770. We are open Monday to Friday, 9:30 to 17:00.