Return and Refund Policy

Last Updated: 14 June 2025

At EC PACK, we are committed to providing our clients with high-quality packaging solutions and excellent customer service. We understand that there may be occasions where you need to return a product. This policy outlines the process and conditions for returns and refunds.

Our policy is designed to be fair and transparent, in compliance with UK regulations.

1. How to Initiate a Return

To initiate a return, you must notify us within 14 calendar days of receiving your goods.

Please contact our customer service team by sending an email to info@ecpack.co.uk. In your email, please include the following information:

Your Company Name
Order Number or Invoice Number
A list of the item(s) you wish to return
The reason for the return (e.g., damaged, incorrect item, surplus to requirements)
For damaged or faulty items, please attach clear photographic evidence showing the issue.
A member of our team will review your request and respond within 2 working days with further instructions and a return authorisation number, if applicable. Please do not send any items back to us without receiving this authorisation.

2. Condition of Returned Goods

For a return to be accepted, the goods must be:

In their original, unopened packaging.
Unused and in a resalable condition.
Complete with all parts and accessories.
We reserve the right to refuse a return if the goods do not meet these conditions. This does not apply to items that were delivered faulty or damaged.

3. Damaged, Faulty, or Incorrect Items

If you have received goods that are damaged in transit, faulty, or not what you ordered, please notify us within 48 hours of delivery.

We will arrange for the collection of the incorrect or damaged goods at our own expense and, upon inspection, will offer one of the following solutions:

A full replacement for the item(s).
A full refund for the item(s), including any applicable delivery charges.
4. Returns for Unwanted Goods (Surplus to Requirements)

If you have ordered goods in error or they are no longer required, you may return them to us at your own cost within the 14-day period.

Return Shipping: You will be responsible for arranging and paying for the return shipping. The goods remain your responsibility until they are received and inspected at our warehouse. We recommend using a tracked and insured delivery service.
Restocking Fee: A restocking fee of 20% of the value of the returned goods may be applied to cover our administrative and handling costs. This will be deducted from your final refund amount.
Original Delivery Charges: Please note that the original delivery charges are non-refundable for unwanted goods.
5. Exclusions

The following items are excluded from this return policy and cannot be returned unless they are faulty:

Custom-Made or Bespoke Products: Any packaging solutions that have been manufactured or printed to your specific requirements, including custom sizes, branding, or designs.
Clearance or Sale Items: Any products sold as part of a clearance offer are considered final sale.
We will ensure you approve all artwork and specifications for custom products before production begins to prevent errors.

6. The Refund Process

Once we have received and inspected the returned goods at our warehouse, we will notify you of the approval or rejection of your refund.

Approved Refunds: If your return is approved, your refund will be processed. A credit will automatically be applied to your original method of payment or to your EC PACK account within 5-7 working days.
Rejected Returns: If the return is rejected because it does not meet the conditions outlined in this policy, we will contact you to arrange for the goods to be returned to you at your expense.
7. Contact Us

For any questions or concerns regarding our Return and Refund Policy, please do not hesitate to contact us at info@ecpack.co.uk. Our team is here to assist you.