Refund policy

Effective Date: 8 August 2026

Your right to cancel

If you buy goods from us online, you may cancel your order without giving a reason. You must notify Packhaus within 14 days after the day you receive the goods. If an order is delivered in separate parts, the 14-day period starts on the day you receive the final part.

After notifying us that you wish to cancel, you then have a further 14 days to return the goods.

How to cancel

To cancel, email support@packhaus.co.uk with a clear statement that you wish to cancel. Please include your name, order number and details of the goods. You may use the model cancellation form below, but you do not have to.

Model cancellation form

To: Packhaus Group Ltd, Suite A, 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE, United Kingdom
Email: support@packhaus.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods:

Goods:
Order number:
Ordered on / received on:
Customer name:
Customer address:
Date:

Returning goods

Contact us before sending goods back so that we can provide the appropriate return address for your order. You must return the goods within 14 days after notifying us of your cancellation.

For a change-of-mind cancellation, you are responsible for the direct cost of returning the goods. If goods are faulty, damaged or incorrect, Packhaus Group Ltd will pay the reasonable return costs.

Inspecting and handling goods

You may inspect and handle goods as you would in a shop to establish their nature, characteristics and functioning. Opening packaging, inspecting parts and carrying out reasonable assembly needed for that purpose does not automatically prevent a return.

We may make a reasonable deduction from the refund if handling, use or assembly beyond what is necessary to inspect the goods has reduced their value.

Items excluded from change-of-mind cancellation

Custom-made goods and goods that are genuinely personalised to your specifications cannot normally be returned simply because you have changed your mind. This does not affect your rights if those goods are faulty, damaged, incorrect or not as described.

Faulty, damaged or incorrect goods

Please inspect your order on delivery and contact us promptly at support@packhaus.co.uk if goods are faulty, damaged, incorrect or not as described. We may request photographs or other information to help resolve the issue.

Your statutory rights in relation to faulty, damaged, incorrect or misdescribed goods are unaffected by this policy.

Refunds following cancellation

For a valid cancellation, we will refund the price paid for the goods and the original standard delivery charge. If you chose a more expensive delivery option, we do not have to refund the additional cost above our standard delivery charge.

Refunds will be issued within 14 days after the day we receive the returned goods or, if earlier, within 14 days after the day you provide evidence that the goods were sent back.

We may withhold the refund until we have received the goods or evidence that they have been sent back, whichever occurs first.

Refunds will be made to the original payment method unless we agree otherwise. Your bank or payment provider may take additional time to show the refund in your account.

Exchanges

If you wish to exchange an item, please contact us. We may ask you to return the original item under this policy and place a new order for the replacement.

Contact Information

For returns, cancellations or refund enquiries:

Packhaus Group Ltd
Suite A, 82 James Carter Road
Mildenhall, Suffolk
IP28 7DE
United Kingdom

Phone: +44 (0) 1652 284 251
Email: support@packhaus.co.uk