Refund policy

Returns and Refunds Policy

Last Updated: 19/02/2025

At HSL Packaging, we strive to provide high-quality packaging products to meet your needs. If you are not completely satisfied with your purchase, please review our Returns and Refunds Policy below.

 

General Returns Policy

• Customers have 14 days from the date of receipt to request a return.
• Returned items must be unused, in their original packaging, and in resalable condition to qualify for a refund.
• Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

We reserve the right to refuse returns that do not meet the above conditions.

 

Non-Refundable Items

• Certain products are non-refundable due to their bespoke or specialised nature:
• Bespoke Orders: Any products customised with personal or company branding.
• Specialised Products: Custom-sized packaging products specifically manufactured to customer specifications.
• Second-Hand Boxes: Discounted, used boxes with random branding.

We strongly encourage customers to double-check their specifications before placing orders for bespoke and specialised products.

 

Faulty or Incorrect Items

• If you receive a faulty or incorrect product, please contact us within 48 hours of receiving your order.
• We may require photographic evidence of the issue before approving a return or replacement.
• If approved, we will arrange for a replacement or a refund, including return shipping costs where applicable.

 

How to Request a Return

• To initiate a return, please contact our customer service team with your order number and details of the item(s) you wish to return.
• Once your return request is approved, you will be provided with return instructions. Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
• Refunds will be processed within 7 working days of receiving and inspecting the returned goods.

Refund Process

• Once your return is received and approved, we will process the refund to your original payment method.
• Refunds may take up to 5-10 working days to appear in your account, depending on your payment provider.
• Delivery charges are non-refundable unless the return is due to a fault or error on our part.

 

Contact Information

For any questions regarding our Returns and Refunds Policy, please contact us:

• Email: info@hslpackaging.co.uk
• Phone: 07460836041
• Address: Unit 7, Langley Moor Industrial Estate Road, Durham. DH7 8JE

 

By purchasing from HSL Packaging, you acknowledge and agree to this Returns and Refunds Policy.