This Large SOS White Plastic Bag is perfect for carrying heavy items with ease and durability.

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At FreshPack Solutions Ltd, we want you to be satisfied with every order. If you need to return a product, have received an incorrect item, or have a problem with your delivery, please contact us, and we will help.

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

Returns at a glance

In every case, please contact us before sending anything back so we can give you the correct return instructions.

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, undamaged packaging;
• be in a resalable condition;
• not have been damaged after delivery; and
• be accompanied by the order number or proof of purchase.

Because our products are food-contact packaging, opened cases cannot be accepted back for resale for hygiene reasons unless the product is faulty or was incorrectly supplied.

Products returned without prior authorisation may take longer to process and, where they do not meet the conditions above, may be returned to you at your cost.

Business customers

FreshPack Solutions primarily supplies restaurants, takeaways, cafés, bakeries, butchers, catering companies, event and stadium caterers, schools and other food-service businesses.

For purchases made wholly or mainly for business purposes, returns of correctly supplied, non-defective products are accepted at our discretion. Approved business returns must 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. If you would like us to arrange collection, the collection charge will be confirmed with you before it is booked. [We do not charge a restocking fee on approved returns.]

Consumer customers

If you are buying as a consumer rather than for business purposes, you have statutory cancellation rights under the Consumer Contracts Regulations 2013. You may cancel your order for any reason within 14 days of receiving the goods by telling us in writing (email is fine), and you then have a further 14 days to return the goods to us.

For change-of-mind cancellations you are responsible for the cost of returning the goods. We will refund the price of the goods and our standard delivery charge (but not any premium delivery option you chose) within 14 days of receiving the goods back, or of you providing proof of posting, whichever is earlier. We may reduce the refund if the goods have been handled beyond what is necessary to inspect them.

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 otherwise required by law, we are unable to accept returns of:

• products that have been used;
• products that have been opened, where this makes them unsuitable for resale (this applies to most food-contact packaging);
• products damaged after delivery;
• products not returned in their original packaging, where this materially affects resale;
• bespoke, printed, personalised or specially manufactured products; and
• 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, incorrect or missing products

Please check your order as soon as reasonably possible after delivery. If a product is damaged in transit, defective, incorrect, or missing from your delivery, please contact us within 48 hours of delivery and provide:

• your order number;
• the product name or SKU;
• the quantity affected;
• a description of the problem; and
• clear photographs of the product and, where relevant, the outer packaging and shipping label.

Once the issue has been verified, we will arrange an appropriate solution at no cost to you. Depending on the circumstances, this may be a replacement, a refund, or collection of the affected products. Where the problem is our responsibility, we cover all return or collection costs.

Reporting within 48 hours lets us raise a claim with the courier while it can still be investigated. Later reports will still be considered but may be harder for us to resolve.

Shortages

Larger orders may arrive in more than one parcel, sometimes on different days. If your delivery appears incomplete, please first check the number of parcels shown in your tracking information. If products are still missing, contact us within 48 hours with your order number and details of the missing items so we can investigate.

How to request a return

Before returning anything, contact our customer service team with:

• your order number;
• the product name or SKU;
• the quantity you wish to return; and
• the reason for the return.

We will review your request and, where the return is accepted, send you return instructions and the return address. Please do not send products back without contacting us first.

Return shipping

For unwanted products that were correctly supplied, you are responsible for arranging and paying for return delivery unless we agree otherwise. Products remain your responsibility until they reach us, so we recommend a tracked service and adequate packaging — we cannot refund products that arrive back damaged.

If we arrange a collection on your behalf, the collection charge will be confirmed before it is booked. This does not affect statutory consumer rights.

Refunds

When your return arrives, we will inspect it to confirm it meets the applicable conditions. Approved refunds are issued to the original payment method within 14 days of receiving the goods back, and usually sooner. Once we have issued a refund, please allow 3–5 working days for your bank or card provider to show it in your account.

Original delivery charges are refunded where the return is due to our error or where a consumer exercises statutory cancellation rights; they are not refunded on approved business returns of unwanted goods.

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 can dispatch the correct product straight away. Please contact us before placing a new order if you would prefer a replacement.

Order cancellations

If you need to cancel an order, contact us as quickly as possible by telephone. Because we dispatch orders placed before 12 noon on weekdays the same day, we cannot guarantee we can stop an order once warehouse processing has begun. If an order has already been dispatched, the returns procedure above will apply. Nothing in this section limits the statutory cancellation rights of consumers.

Your statutory rights

Nothing in this policy excludes, restricts or replaces any rights or remedies that cannot legally be excluded. 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

Last updated: [17 September 2026]

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 £150: £39.99

Orders under £150: £32.99

Scottish Highlands:

Orders over £150: £39.99

Orders under £150: £32.99

Northern Ireland:

Orders over £150: £48.99

Orders under £150: £39.99

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

📧 sales@freshpackuk.co.uk

📞 020 3411 2378