Refund policy

Returns & Refunds Policy

Last updated: 10 October 2025

We want you to be happy with your purchase. This policy explains how returns, exchanges, and refunds work at PackagingBy. If you need help at any point, email info@packagingby.com with your order number in the subject line.

1) Who this policy covers

Business customers (B2B): cafes, restaurants, caterers, wholesalers and other businesses.Consumer customers (B2C): individuals buying for personal use.Nothing in this policy affects your statutory rights.

2) Change-of-mind returns

Business customers (B2B)

Change-of-mind returns accepted within 14 days of delivery by prior approval.

Items must be unused, unopened, in original cartons, and in resalable condition.

You are responsible for return shipping and risk in transit.

A 15% restocking fee may apply to cover inspection, repacking and processing.

We may decline returns of part-opened master cartons or mixed/loose inner packs.

Consumer customers (B2C)

You may cancel your order within 14 days of delivery for any reason.

You then have a further 14 days to return the goods.

Items must be unused, unopened, and kept with all original packaging.

You are responsible for return shipping costs for change-of-mind returns.

We will refund the product price (and the standard outbound delivery charge, if applicable) once items are received and checked.

How to request a return (all customers):
Email info@packagingby.com with your order number, the SKU(s) and quantity you wish to return, and the reason. We’ll reply with return instructions and an RMA number. Please do not send items back without an RMA.

3) Damaged, defective, or incorrect items

If your order arrives damaged, defective, missing items, or not as described:

  1. Notify us within 48 hours of delivery at info@packagingby.com.

  2. Include your order number, a brief description, and clear photos of:

    • the outer carton and label,

    • the inner packaging, and

    • the affected product(s).

We’ll arrange a replacement, credit, or refund as appropriate. We cover return shipping for confirmed issues on our side.

4) Non-returnable items

Customised or printed products.

Clearance or final-sale items (if marked on the product page).

Opened food-contact packaging (e.g., sleeves/packs that have been unsealed), unless faulty.

5) Condition of returned goods & packaging

Use a sturdy outer box and sufficient void fill to prevent damage.

Affix the RMA number clearly to the outside of the parcel.

We may reduce the refund for items received damaged, used, or not in resalable condition.

6) Refunds: method & timing

Refunds are processed to the original payment method within 5–10 working days after we receive and inspect your return.

If your order included a promotional bundle/discount, refunds may be adjusted to reflect the kept items’ full prices.

Delivery charges:

For faulty/incorrect items, we refund the delivery you paid.

For change-of-mind returns (consumers), we refund the standard outbound delivery; upgrades (e.g., next-day) are not refunded.

VAT: Refunds include VAT where applicable. A VAT credit note will be issued for business customers.

7) Exchanges

The fastest way is to place a new order for the replacement items and return the original according to this policy.

8) Collections & large returns

For palletised or bulk returns, we can arrange a chargeable collection from your site. Collection fees depend on weight, dimensions and postcode. Ask us for a quote when requesting your RMA.

9) Returns address (by RMA only)

PackagingBy Returns
RMA: ________
10 Cherry Tree Drive
Coventry
United Kingdom

Please only send returns after you receive an RMA by email; this ensures your parcel is identified and processed quickly.

10) Contact