Refund policy

Returns & Refund Policy

Last updated: July 2026

At Salisbury Pack & Post, we are committed to providing high-quality products and services. If you are not completely satisfied with your purchase, this policy explains your rights and how we will handle returns and refunds.

Packaging Products

We accept returns of unused packaging products within 30 days of delivery or collection.

To be eligible for a return, products must:

Be unused and in their original condition.
Be returned in their original packaging where possible.
Be accompanied by proof of purchase.

Returns may be made by post or returned in person to our Salisbury premises during normal opening hours.

Unless goods are faulty, damaged or supplied incorrectly, customers are responsible for the cost of returning items. We recommend using a tracked postal service, as we cannot accept responsibility for items lost during return transit.

Once your return has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be processed to your original payment method within 5 working days of receiving and inspecting the returned item. Please note that your bank or card provider may take additional time to make the funds available in your account.

Exchanges

Where possible, we are happy to exchange unused products returned within the applicable return period, subject to stock availability.

If an exchange is not possible, a refund will be issued in accordance with this policy.

Faulty, Damaged or Incorrect Items

If you receive an item that is:

Faulty
Damaged
Incorrect
Missing from your order

please contact us within 48 hours of receiving your order.

Where appropriate we will:

Replace the item.
Repair the item (where applicable).
Offer a full or partial refund.

We may request photographs of damaged goods before arranging a replacement or refund.

Where the fault is our responsibility, we will also reimburse any reasonable return postage costs.

Professional Packing Services

Professional packing is a bespoke service carried out specifically for each customer.

Orders for packing services may be cancelled before work has commenced.

Once packing work has begun or has been completed, charges for the service are generally non-refundable unless the service has not been provided with reasonable care and skill or you are otherwise entitled to a remedy under UK consumer law.

Shipping Services

Shipping services are provided using trusted third-party couriers including Royal Mail, UPS and other courier partners.

Once a parcel has been accepted by the courier:

Delivery times are estimates unless otherwise stated.
Responsibility for transportation rests with the courier.
Compensation for loss or damage is subject to the courier's terms and the level of compensation or insurance purchased.

We will always assist customers in submitting courier claims where appropriate.

Fulfilment Services

Charges for fulfilment services, including storage, pick, pack and dispatch, relate to services already provided and are generally non-refundable.

If an error occurs on our part, we will investigate promptly and provide an appropriate remedy.

Order Cancellations

Orders for packaging products may be cancelled at any time before they have been dispatched or collected.

Once products have been dispatched or collected, they may only be returned in accordance with this Returns & Refund Policy.

Packing, shipping and fulfilment services cannot normally be cancelled once work has commenced.

Non-Returnable Items

The following items cannot normally be returned:

Custom-made or bespoke packaging products.
Used packaging materials.
Packing services that have already been completed.
Shipping services that have already been provided.
Gift cards (where applicable).

Your Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable consumer protection legislation.