Our approach
Most Packaroo products are made or printed specifically for your business. We will always try to solve problems fairly and quickly, while recognising that custom orders cannot usually be resold.
Custom and personalised goods
Once production has started, custom-made or personalised goods cannot normally be cancelled or returned simply because you have changed your mind. This does not affect your rights where goods are faulty, damaged, misdescribed or not supplied as agreed.
Changes and cancellations
Contact us as soon as possible if you need to change or cancel an order. Before artwork approval or production begins, we may be able to amend or cancel it. If work, materials or production have already been committed, we may deduct or charge the reasonable costs already incurred. We will explain these before proceeding.
Artwork approval
Please check proofs carefully, including spelling, colours, dimensions and placement. Production begins from the artwork you approve. We are responsible for manufacturing to the approved proof, but not for an error that appeared clearly in that proof and was approved by you.
Damaged, faulty or incorrect goods
Tell us promptly after delivery and include your order number, a description of the issue, photographs of the affected goods and packaging, and the quantity affected. Please keep the goods and packaging while we investigate. Where an order is faulty, damaged or materially different from what was agreed, we will provide an appropriate remedy, which may be a replacement, repair, price reduction or refund.
Non-custom goods
If you are purchasing as a consumer and an item is not personalised or made to your specification, you may have a statutory right to cancel an online order. Contact us before returning anything so we can confirm the correct route and address. Business purchases may have different cancellation rights.
How refunds are made
Approved refunds are returned to the original payment method. We will process them without unnecessary delay, though your bank or payment provider may take additional time to show the funds.
Delivery estimates
Production and delivery dates are estimates unless we have expressly agreed a fixed deadline in writing. If a material delay occurs, we will keep you informed and discuss the most practical next step.
Start a conversation
Email Hello@packaroo.shop or call 0161 706 1361. Nothing on this page limits your statutory rights.