Refund, returns and cancellation policy.

If an item is missing, incorrect, damaged, not as described or not of satisfactory quality, contact info@rangepack.co.uk as soon as reasonably possible with your order number, the affected product, a description of the problem and photographs where reasonably possible. Please keep the product and its packaging until we give instructions.

Where goods are faulty, not as described or not of satisfactory quality, we will provide the remedy required by law. Depending on the circumstances, this may be a refund, replacement or other appropriate remedy. We will not require you to accept store credit instead of a refund where the law entitles you to a refund, although you may choose credit voluntarily. You will not pay return postage where the fault is ours.

Refunds are made to the original payment method unless you agree otherwise. Banks and payment providers may take additional time to display the refund.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may notify us that you wish to cancel your order for any reason within 14 days beginning the day after delivery. You then have a further 14 days to return the goods. You may handle the goods only as reasonably necessary to establish their nature, characteristics and functioning, in the same way you could reasonably inspect them in a shop.

Contact us before returning an item so that we can provide return instructions. Unless the item is faulty, incorrect or not as described, you are responsible for the direct return cost. We may reduce a refund to reflect loss in value caused by handling beyond what is reasonably necessary to inspect the item — for example boxes that have been assembled and taped, or rolls that have been partially used.

Where the whole eligible order is cancelled, we will also refund the cost of our least expensive standard delivery option. We do not have to refund any extra amount paid for an enhanced delivery option. We will make the refund within 14 days after receiving the returned goods or receiving evidence that they were sent back, whichever is earlier, subject to the law.

In addition to your statutory 14-day right, we accept returns of unused products in their original condition within 30 days of delivery. Items must be unmarked, unassembled and in resalable condition; you are responsible for the return cost unless the item is faulty or incorrect. This extended window is a goodwill policy and does not affect your statutory rights.

Products cut, made or mixed to your specification — for example custom-printed tape or cut-to-size board — are excluded from the change-of-mind cancellation right. This exclusion does not apply where the goods are faulty, not as described or not of satisfactory quality.

You may ask to cancel or amend an order before it is dispatched. Contact us immediately. Because working-day orders placed before the cut-off are picked and dispatched quickly, cancellation before dispatch cannot be guaranteed; if the parcel has already shipped, the 14-day cancellation process in section 3.3 applies instead.

For a repeat order, the next dispatch may be edited, skipped, paused or cancelled before the cut-off shown in your account or checkout. Unless otherwise displayed, that cut-off is 48 hours before dispatch.

Where a parcel is returned to us as undeliverable because the address, access information or contact details you supplied were materially incorrect, or because delivery and the courier's redelivery options were not taken up, we may deduct the reasonable outbound and return carriage costs actually incurred from any refund, or agree a redelivery with you. We will consider the circumstances fairly. This does not affect rights where we failed to deliver with reasonable care or the goods were otherwise faulty.

Normal manufacturing variation in board colour, print shade or minor surface marking is not by itself a defect where the product remains accurately described and within the stated specification and tolerances. This does not affect rights relating to a problem that existed at delivery.

You may use the form below, but you do not have to. Send it to info@rangepack.co.uk.

Nothing in this policy limits rights provided by the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other applicable consumer law.