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Returns and Exchanges

We want you to be delighted with @pack products.

Non-Returnable Purchases
We do not offer returns or refunds on the following:

  • products that have been removed from the sealed package in which they were delivered
  • discounted products/services
  • products/services on promotion
  • customised products

This does not affect your right to return incorrect or damaged goods – see below.

Incorrect or Damaged Goods
If the goods delivered to you do not include all of the items that you ordered, if items you ordered
are missing from your order, or if we deliver damaged items, you may return such goods to us.
You need to contact us within 3 days from the date of delivery via email. All such returns must be
made in their original condition with a brief explanation of the fault or damage. We can only accept
the return of goods if they are faulty or damaged. Upon receipt of the goods in question, and following
an examination of them, we will credit you with an appropriate refund. This does not affect your
statutory rights. In the event we find no fault, we reserve the right to re-charge you for the item/s
and to recover our fees and expenses from you. We reserve the right to replace incorrect or damaged
goods, rather than refund your payment.

Defective Goods
We gladly accept the return of products that are defective due to defects in manufacturing and/or
workmanship within 3 days from the date of delivery, with the following conditions:
You need to contact us in writing by email to report the problem.
You will be responsible for and will pay the cost of returning the goods to us.

If you fail to take reasonable care of the goods, we reserve the right not to accept their return,
and your payment will not be refunded. The goods are your responsibility until they reach us,
and we cannot be held responsible for goods lost or damaged in transit. We recommend you pack
them carefully, obtain proof of shipping, and arrange appropriate insurance.

Provided the goods are returned to us in accordance with the conditions specified above, we will refund
your payment for the goods at the price of the items as stated on your invoice and the delivery charges.
We reserve the right to replace defective items, rather than refund your payment.

We do not offer exchanges of products or services after orders are placed. If your order has not shipped,
please refer to our Order Cancellation Policy. If your order has shipped, please refer to our Returns Policy.
Do contact us by email for further clarification.