Refund policy
Change-of-mind returns
You have 30 calendar days after delivery to request a return of unused standard products, then a further 14 days to send them back.
Products must be clean, undamaged and suitable for resale. Please retain original packaging where possible. Used, contaminated, bespoke or personalised products are excluded from our voluntary change-of-mind policy.
You pay return transport costs. No restocking fee applies. See our full Returns & Refunds Policy on our Terms of Service page for estimated costs.
Faulty, damaged or incorrect goods
If your goods arrive faulty, damaged, incorrectly supplied or not as described, contact us as soon as reasonably possible. We will arrange an appropriate remedy, including a refund or replacement where applicable, and cover reasonable return transport costs.
The change-of-mind conditions and deadlines do not limit your applicable legal rights.
How do I arrange a return?
Email sales@jbpackaging.co.uk or call 0800 285 1339 with:
- Your order number or other proof of purchase.
- The products and quantities you wish to return.
- Their condition and the number of parcels or pallets.
- Details of any fault or damage, with photographs where available.
Please contact us before sending goods back so we can provide instructions. Consumers exercising statutory cancellation rights do not need our approval or have to give a reason.
When will I receive my refund?
Refunds are issued to your original payment method within 14 calendar days of receiving eligible returned goods. For statutory consumer cancellations, this deadline runs from receipt of the goods or proof of dispatch, whichever is earlier.
If your entire eligible order is returned, we also refund standard outbound delivery charges.
Your statutory rights remain unaffected. Read our full Returns & Refunds Policy for details and the optional cancellation form.