Returns & Exchanges
Please note that this document applies only to non bespoke goods bought online from our website.
1. What are my cancellation rights?
We hope you will be pleased with your purchase(s). However, should you wish to, you have the right to cancel the contract at any time up to the end of 28 working days from the day after you receive the goods under the Distance Selling Regulations, providing that:
i) the instructions below are followed;
ii) the goods have not been used or modified in any way;
iii) they are returned to Packaging Heroes (Rocaba Packaging Ltd) at your cost with the original packaging; and
iv) Packaging Heroes (Rocaba Packaging Ltd) receives the goods back in a resalable condition.
2. How do I cancel my order?
To exercise your right of cancellation, you must immediately send an email to firstname.lastname@example.org stating your order acknowledgement number (which can be found in your order acknowledgement e-mail) and that you wish to cancel your order. We will then reply back to you a confirmation that your order has been cancelled. If you have not heard back from us within 2 hours (during working hours) please contact us immediately on 0203-002 9960.
3. How/when will the money be refunded to me if I cancel my order, and the goods have not yet been dispatched?
If you exercise your right of cancellation BEFORE the goods have been dispatched, then the order will be cancelled. The amount you have paid will be refunded to your debit/credit card within 30 days at no additional cost to you.
4. How/when will the money be refunded to me if I don’t take delivery of the goods?
If you exercise your right of cancellation AFTER the goods have been dispatched, and you fail to take delivery of the goods, Packaging Heroes shall refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for the goods, less any expenses incurred for failed delivery (typically the delivery charge to you, plus a charge by our couriers to return the goods back to us, usually £12.00, (based on weight)).
5. What is your returns policy for goods I have taken receipt of?
If you exercise your right of cancellation as stated in paragraph 1) above in relation to all or any part of the order, and you take delivery of the goods, you will be responsible for returning the cancelled goods to Packaging Heroes (Rocaba Packaging Limited) at your own expense.
You must take reasonable care to ensure the goods are not damaged in the meantime or whilst they are in transit being returned back to us. You must return the goods in the original packaging and in a resalable condition. We advise that you use a service that requests signatures on delivery to ensure that there are no problems in relation to lost goods in transit. The goods must be returned to us within 28 days of receipt to qualify for a full refund.
6. Where should I return the goods to?
The cancelled goods should be returned to:
Rocaba Packaging Ltd T/as Packaging Heroes
73 Station Road
Please ensure you send your order number with your goods as we will not be able to process any returns without it; please do not send goods back to our head office (EN4 9PA) unless specifically requested to, as it will create delays in processing the return and will incur a restocking fee.
7. What is the time limit for returning the goods?
The cancelled goods must be returned to us within 28 working days of informing us of your cancellation.
8. How/when will the money be refunded to me if I take delivery of the goods?
Once you have notified Packaging Heroes that you are cancelling the contract, and after the cancelled items have been received in good resalable condition by us within 28 days of the cancellation, we will refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit/debit card.
9. What happens if I cancel all or part of the order, but the goods are not returned back to Packaging Heroes/ the goods are returned in a damaged condition?
If the cancelled goods are not received back by us in a good resalable condition (packets must be unopened & unused), Packaging Heroes may charge you a sum not exceeding the value of the goods and all incidental costs involved in supplying them to you, including packing, administration and delivery charges.
10. Can I exchange all or part of my order?
If you have ordered something in error then we are happy to exchange it for something else as long as the goods fill all of the same criteria above for returns. We can exchange the goods using our courier at a typical charge of £16.95 (The actual charge is based on weight and we can calculate this for you). Alternatively, you can return the goods back to us at your own expense and place a fresh order for the new goods.
11. What if my goods are delivered damaged?
The procedure for accepting a delivery is outlined in the Delivery Options section. If the goods are damaged on receipt, you have 3 working days from receipt of goods to inform us and we will then take the appropriate action. We will be unable to provide any refund or replacement after this.