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At FreshPack Solutions Ltd, we want you to be satisfied with your order. If you need to return a product, receive an incorrect item, or experience a problem with your delivery, please contact us so that we can assist you.

This policy applies to purchases made from FreshPack Solutions Ltd and should be read together with our Terms & Conditions.

Returns

Most unused and unopened products may be returned within 30 days of delivery, subject to the conditions below.

To qualify for a standard return, products must:

• Be unused and unopened
• Be in their original packaging
• Be in a resalable condition
• Not have been damaged after delivery
• Be accompanied by the relevant order number or proof of purchase

Please contact us before sending products back. We will provide the appropriate return instructions.

Products returned without prior authorisation may take longer to process.

Business Customers

FreshPack Solutions primarily supplies restaurants, takeaways, cafés, catering companies and other food-service businesses.

For purchases made wholly or mainly for business purposes, returns of correctly supplied, non-defective products are subject to our approval.

Approved business returns must normally be unused, unopened, in their original packaging and suitable for resale.

Unless the product is faulty, damaged, incorrectly supplied or otherwise agreed by us, the customer is responsible for the cost of returning unwanted products.

Any applicable collection or return charges will be confirmed before the return is arranged.

Consumer Customers

If you are purchasing as a consumer rather than for business purposes, you may have statutory cancellation and return rights under UK consumer law.

For qualifying distance purchases, consumers generally have 14 days after receiving the goods to notify the seller that they wish to cancel, followed by a further 14 days to return the goods.

Our 30-day return policy does not reduce any statutory rights available to consumers.

Products That Cannot Normally Be Returned

Unless faulty, damaged, incorrectly supplied or required by law, we may be unable to accept returns of:

• Products that have been used
• Products that have been opened where their condition makes them unsuitable for resale
• Products damaged after delivery
• Products not returned in their original packaging where this materially affects resale
• Bespoke, personalised or specially manufactured products
• Products specifically sourced or manufactured to a customer's requirements where agreed in advance

If you are unsure whether a product can be returned, please contact us before sending it back.

Damaged, Defective or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

If you receive a product that is:

• Damaged in transit
• Defective
• Incorrect
• Missing from your delivery

please contact us promptly.

To help us investigate quickly, please provide:

• Your order number
• Product name or SKU
• Quantity affected
• Description of the problem
• Clear photographs of the product
• Photographs of the outer packaging and shipping label where relevant

Once the issue has been verified, we will arrange an appropriate solution. Depending on the circumstances, this may include a replacement, refund or collection of the affected products.

Where the problem is our responsibility, we will cover reasonable return costs where applicable.

Shortages

If your delivery appears incomplete, please check the number of parcels received against the courier information where available, as larger orders may sometimes arrive in more than one parcel.

If products are still missing, contact us promptly with your order number and details of the missing items so that we can investigate.

How to Request a Return

Before returning an item, contact our customer service team and provide:

• Your order number
• Product name or SKU
• Quantity you wish to return
• Reason for the return

We will review your request and provide return instructions where the return is accepted.

Please do not send products back without contacting us first.

Return Shipping

For unwanted products that have been correctly supplied, customers are normally responsible for arranging and paying for return delivery unless otherwise agreed.

Products remain the customer's responsibility until received by us. We therefore recommend using an appropriate tracked delivery service.

If we arrange collection on your behalf, any applicable collection charge will be confirmed before the collection is booked.

This does not affect statutory consumer rights.

Refunds

Once returned products have been received, we will inspect them to confirm that they meet the applicable return conditions.

If the return is approved, the refund will normally be issued to the original payment method.

Please allow time for your bank or payment provider to process the refund after it has been issued.

Original delivery charges and return-delivery costs will be handled according to the reason for the return and any applicable statutory rights.

Exchanges and Replacements

Where appropriate, we may offer a replacement instead of a refund.

For example, if we supplied an incorrect or damaged product and replacement stock is available, we may arrange for the correct product to be dispatched.

Please contact us before placing another order if you would prefer a replacement.

Order Cancellations

If you need to cancel an order, contact us as quickly as possible.

Because we aim to dispatch orders promptly, particularly orders placed before our 12:00 pm weekday cut-off, we cannot guarantee that an order can be stopped once warehouse processing or dispatch has begun.

If an order has already been dispatched, the applicable returns procedure will normally apply.

Nothing in this section limits statutory cancellation rights available to consumers.

Your Statutory Rights

Nothing in this Returns & Refund Policy is intended to exclude, restrict or replace any rights or remedies that cannot legally be excluded.

Where applicable, consumers retain their statutory rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.

Contact Us

For returns, refunds, damaged deliveries or order problems, please contact:

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

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

UK mainland orders:

All orders placed before 12:00 pm (noon) on Monday-Friday will be collected by DPD on the same day and delivered to the customers within 1-2 working days.

All orders placed on the Weekend and Bank Holidays will be collected on the next working day by DPD, then delivered within 1-2 working days

Deliveries to the Highlands, Islands, and Northern Ireland may take 2–3 working days.

Here are the delivery options and associated costs:

UK Mainland:

Orders over £100: Free

Orders under £100: £7.99

UK Offshore Islands:

Orders over £100: £26.99

Orders under £100: £32.99

Scottish Highlands:

Orders over £150: £25.99

Orders under £150: £32.99

Northern Ireland:

Orders over £150: £25.99

Orders under £150: £32.99

If you have any questions regarding shipping, feel free to contact our support team at:

📧 sales@freshpackuk.co.uk

📞 020 3411 2378