Refund and Returns Policy

At NP Packaging, we want you to be happy with your order. If you change your mind or experience an issue with a product, please read our Refund & Returns Policy below.

30-Day Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return, products must:

• Be unused and in their original condition
• Be returned in their original packaging
• Be complete, with all items and components included
• Not have been used, damaged or altered
• Be suitable for resale

Due to hygiene and food safety considerations, opened or used food-contact packaging may not be eligible for return, unless the product is faulty, damaged or incorrect.

Please contact us before returning any products so we can provide the appropriate return instructions.

Change of Mind Returns

If you have changed your mind about your purchase, you can request a return within 30 days of receiving your order.

The customer is responsible for the cost of returning unwanted products unless the item supplied was faulty, damaged or incorrect.

We recommend using a tracked delivery service when returning an order. NP Packaging cannot be responsible for returned parcels that are lost before reaching us.

Damaged or Faulty Products

Please inspect your order when it arrives.

If an item is damaged, defective or otherwise faulty, contact us as soon as possible with:

• Your order number
• The name of the affected product
• A description of the problem
• Clear photographs showing the damage or fault

Once we have reviewed the issue, we will advise you on the next steps and, where appropriate, arrange a replacement, refund or another suitable resolution.

Incorrect Items

If you receive an item that is different from what you ordered, please contact us as soon as possible.

Please do not use or open the incorrect product unnecessarily. We will provide instructions for resolving the issue and, where appropriate, arrange for the correct product to be supplied.

Missing Items

If you believe an item or part of your order is missing, please contact us with your order number and details of the missing product.

We will investigate the order and advise you on the appropriate resolution.

Products That Cannot Be Returned

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

• Products that have been used
• Opened food-contact packaging where hygiene or contamination is a concern
• Products that are not in their original condition
• Products damaged after delivery through misuse or improper storage
• Bespoke, personalised or specially ordered products where applicable

Your statutory rights are not affected.

How to Request a Return

To request a return, contact NP Packaging within 30 days of receiving your order.

Please provide your:

• Full name
• Order number
• Product you wish to return
• Quantity being returned
• Reason for the return

Please wait for return instructions before sending your order back.

Items returned without sufficient order information may take longer to process.

Return Shipping Costs

If you are returning an item because you changed your mind, you will normally be responsible for the return shipping costs.

Where an item is confirmed to be faulty, damaged or incorrectly supplied, NP Packaging will handle reasonable return arrangements or costs as appropriate.

Original delivery charges may not be refundable for change-of-mind returns, except where required by applicable consumer law.

Refunds

Once your returned products have been received and inspected, we will notify you regarding the outcome of your return.

If your refund is approved, it will be issued to your original payment method.

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

Partial Refunds

In some circumstances, only a partial refund may be appropriate. This may include situations where products are returned incomplete or have suffered a reduction in value due to handling beyond what is reasonably necessary to inspect them, where permitted by law.

Exchanges

If you have ordered the wrong size or product and would like a different item, please contact us. Depending on the circumstances, you may need to return the original item and place a new order.

Order Cancellations

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

If your order has not yet been processed or dispatched, we will try to cancel it. If the order has already been dispatched, you may need to follow the returns process after receiving it.

Business Customers

Different cancellation and return rights may apply to orders made wholly or mainly for business purposes. Any applicable contractual terms agreed with NP Packaging will also apply.

Consumer Rights

Nothing in this Refund & Returns Policy is intended to limit or exclude any rights you may have under applicable UK consumer law, including rights relating to faulty, damaged, misdescribed or incorrectly supplied goods.

Contact Us

If you have any questions about a return, refund or damaged order, please contact NP Packaging through the contact details provided on our website.

Please include your order number whenever possible so we can assist you more quickly.

Last updated: August 2026

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.