These terms apply to every order placed with FreshPack Solutions Ltd through freshpacksolutions.co.uk, by email or by telephone. Please read them before ordering. By placing an order, you agree to them. They should be read together with our Shipping & Delivery Policy, our Returns & Refund Policy and our Privacy Policy, which form part of these terms.

1. Who we are

FreshPack Solutions Ltd is a company registered in England and Wales under company number [00000000], with its registered office and warehouse at Unit 5, Sovereign Park, Laporte Way, Luton, Bedfordshire, LU4 8EL. Our VAT number is [GB 000 0000 00]. You can contact us on 020 3411 2378 or at sales@freshpackuk.co.uk.

We supply takeaway food containers and packaging mainly to food businesses. Some of these terms apply differently depending on whether you buy as a business customer (wholly or mainly for the purposes of a trade, business or profession) or as a consumer (an individual buying for purposes outside any trade or business). Where a term applies only to one group, it says so. Nothing in these terms affects the statutory rights of consumers.

2. Placing an order and when a contract is formed

Placing an order on our website is an offer by you to buy the products in your basket. After you complete checkout we send an automatic order acknowledgement; this confirms we have received your order but does not yet accept it. A binding contract is formed only when we send you a dispatch confirmation email for the products ordered, or, for products we have told you are not in stock, when we confirm the order in writing.

We may decline an order at any time before dispatch — for example if a product is unavailable, a pricing or description error has been found, payment cannot be authorised, the delivery address is outside the area we serve, or the order appears to be fraudulent. If we decline an order after payment has been taken we will refund it in full.

Please check your order carefully before you confirm it. You are responsible for making sure the products, quantities, sizes and delivery address are correct. Most products are sold by the case; the quantity per case is shown on the product page.

3. Prices and VAT

Prices are shown in pounds sterling and [include / exclude] VAT at the current rate. Delivery charges are shown separately and are set out in our Shipping & Delivery Policy; the delivery charge for your order is confirmed at checkout before you pay.

We take care to price our products correctly, but mistakes can happen. If we discover a pricing error on an order you have placed we will contact you and give you the choice of continuing at the correct price or cancelling for a full refund. Where the error is obvious and could reasonably have been recognised as a mistake, we are not obliged to supply the product at the incorrect price.

Prices may change at any time, but changes will not affect an order we have already accepted.

4. Payment

Payment is taken in full at the time of ordering, by [credit or debit card, PayPal, Apple Pay, Google Pay, Klarna or Shop Pay]. By submitting payment you confirm that you are authorised to use the payment method and that the details you have given are accurate and current.

Business customers: we may offer credit-account terms to established business customers at our discretion and subject to satisfactory references. Invoices on credit accounts are payable [within 30 days of the invoice date]. We may charge interest on late payments at 8% above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998, together with the statutory compensation for recovery costs, and may suspend supply while any invoice is overdue.

5. Delivery

Delivery times, cut-off times, charges and delivery areas are set out in our Shipping & Delivery Policy. In summary: orders placed before 12 noon Monday to Friday are normally dispatched the same working day; UK mainland orders are normally delivered the next working day; delivery is free on UK mainland orders over £100.

Delivery dates are estimates. We will do our best to meet them but we are not responsible for delays caused by our couriers, severe weather, transport disruption or other events outside our reasonable control. If a delay is significant we will let you know and, if you are a consumer, you may cancel the order and receive a full refund for any products you have not received.

Delivery is complete when the products are delivered to the address you gave us. If nobody is available to accept delivery and the courier cannot leave the parcel safely, the courier will leave a card and attempt redelivery or hold the parcel for collection. If a parcel is returned to us because it could not be delivered or the address was incorrect, we may charge the cost of redelivery or return.

6. Risk and ownership

The products are at your risk from the moment they are delivered. Ownership of the products passes to you only when we have received payment in full for them, including any delivery charges.

Business customers: until ownership passes, you must store the products separately, keep them identifiable as ours, and allow us to recover them if payment becomes overdue. You may use or resell the products in the ordinary course of your business, in which case the proceeds of sale are held on our behalf to the value of any sum outstanding.

7. Products, descriptions and suitability

We describe our products as accurately as we can, but photographs are for illustration only and colours may vary slightly between screens and between production batches. Dimensions and capacities are nominal and may vary within normal manufacturing tolerances. Product specifications may change from time to time; where a change is significant we will update the product page.

Our food-contact packaging is supplied by manufacturers who state it complies with applicable UK food-contact materials regulations. It is your responsibility to make sure a product is suitable for your particular use — for example whether it is suitable for hot food, microwave reheating, freezing or ovens, and whether it is appropriate for the type of food and the time and temperature involved. Icons and notes on product pages are a guide; if you are unsure, contact us before ordering and we will help.

Where products are marked compostable, biodegradable or recyclable, this refers to the material's properties and the certifications stated on the product page. Actual disposal options depend on the facilities available in your area.

8. Returns, cancellations and refunds

Our Returns & Refund Policy sets out in full how to return products, the conditions that apply, and how refunds are made. In summary:

• If products arrive damaged, faulty, incorrect or short, tell us within 48 hours of delivery and we will replace them, collect them or refund you at no cost to you.
• Business customers may request to return unwanted, unopened products within 30 days of delivery; returns are at our discretion and the customer pays return carriage.
• Consumers have a legal right to cancel an order for any reason within 14 days of receiving it, and a further 14 days to return the goods. Because our products are food-contact packaging, opened cases cannot be returned unless faulty.

To cancel before dispatch, telephone us as soon as possible on 020 3411 2378. Orders placed before 12 noon are processed quickly and we cannot guarantee that an order can be stopped once it has entered warehouse processing.

9. Our responsibility to you

If you are a consumer: we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that is not foreseeable, or for business losses. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, for breach of your statutory rights in relation to the products (including that they are as described, of satisfactory quality and fit for purpose), or for anything else that cannot lawfully be excluded.

If you are a business customer: our total liability to you arising out of or in connection with any order, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the price paid for the products in that order. We are not liable for any loss of profit, loss of business, loss of goodwill, business interruption, wasted expenditure, or any indirect or consequential loss, even if we were aware of the possibility. All warranties, conditions and terms implied by statute or common law are excluded to the fullest extent permitted by law, except that nothing in these terms limits or excludes our liability for death or personal injury caused by negligence, fraud, or anything else that cannot lawfully be excluded.

Our products are intended for use by businesses and individuals who understand food handling and packaging requirements. We are not responsible for any loss arising from a product being used for a purpose or in a manner for which it is not suitable, or contrary to the guidance on the product page.

10. Events outside our control

We are not liable for any failure or delay in performing our obligations that is caused by events outside our reasonable control, including courier failures, severe weather, strikes, supply-chain disruption, epidemics, government action, fire, flood or failure of utilities or telecommunications. We will tell you as soon as reasonably possible and take reasonable steps to minimise the delay. If the delay is substantial, either of us may cancel the affected order and we will refund any payment made for products not delivered.

11. Using our website

You may use our website for lawful purposes only. All content on the site, including text, product photographs, logos and designs, belongs to FreshPack Solutions Ltd or our licensors and may not be copied or reused without our written permission, other than for the purpose of placing an order with us. We try to keep the website available and accurate at all times but do not guarantee that it will be uninterrupted or error-free, and we may suspend or withdraw it for maintenance or business reasons.

If you create an account, you are responsible for keeping your login details confidential and for all orders placed through your account. Tell us immediately if you believe your account has been used without authority.

12. Promotions and discount codes

Discount codes and promotional offers are subject to any conditions stated when they are issued, apply only to orders placed while the offer is live, cannot be combined with other offers unless stated, and have no cash value. We may withdraw or amend a promotion at any time. Free-delivery thresholds are calculated on the order value after any discount has been applied and before VAT [if prices exclude VAT].

13. Your personal information

We use the personal information you give us to process your order, deliver it and, where permitted, tell you about our products. Full details are in our Privacy Policy.

14. Complaints

If something has gone wrong, please contact us first on 020 3411 2378 or at sales@freshpackuk.co.uk with your order number. We aim to acknowledge complaints within one working day and resolve them as quickly as possible. Consumers who remain dissatisfied may also be able to refer a dispute to an alternative dispute resolution provider; we will tell you if we are willing to take part.

15. General

These terms, together with the policies referred to in them and your order, are the whole agreement between us for the supply of the products. If any part of these terms is found to be unenforceable, the rest remains in force. We may transfer our rights and obligations under these terms to another organisation; you may not transfer yours without our written consent. A delay in enforcing these terms does not mean we have waived them. No one other than you and us has any rights under these terms.

We may update these terms from time to time. The version that applies to your order is the version published on our website when you placed the order.

16. Governing law

These terms are governed by the law of England and Wales. Business customers agree that the courts of England and Wales have exclusive jurisdiction over any dispute. Consumers may bring proceedings in England and Wales or, if they live in Scotland or Northern Ireland, in the courts of the country where they live.

Contact us

FreshPack Solutions Ltd
Unit 5, Sovereign Park
Laporte Way
Luton, Bedfordshire
LU4 8EL
United Kingdom

Telephone: 020 3411 2378
Email: sales@freshpackuk.co.uk

Last updated: [17 September 2026]