Returns and Refund Policy

If your order is faulty, not as described, or unfit for purpose, you can request a full refund within 30 days of taking delivery. If there is a defect or fault with your order, please let us know at the time of delivery, or as soon as possible afterwards.

If you simply change your mind, you can cancel your order within 14 days of receipt without giving a reason.

To return an order for either reason, please contact us by phone or email within the relevant timeframe or use the contact form below.

For consumers

If you wish to return a house moving pack or bundle, we can arrange collection and return of the goods on your behalf.

• A charge of £15 + VAT will be deducted from your refund to cover collection and return. This charge does not apply if the goods are faulty, incorrect, or the result of an unsuitable substitution on our part, in which case we will cover the cost of collection.
• Boxes and packaging must be returned in good, resale-able condition, unused, undamaged, and with all original packaging intact.
• Please package returns securely to ensure they arrive back with us undamaged and fit for resale. We reserve the right to charge you for any goods we are unable to resell as a result of insufficient packaging on return.
• Refunds will be processed within 7 working days once the returned items have been received and inspected.
• We reserve the right to reduce the refund amount if goods are returned in a condition that reflects use, damage, or missing items.
• Orders are non-returnable more than 30 days after delivery.

For businesses

Pallet Orders

For pallet orders placed by business customers, returns are subject to a collection and delivery charge based on your area rate. This charge will be confirmed by your Account Manager prior to collection. This charge does not apply if the goods are faulty, incorrect, or the result of an unsuitable substitution on our part, in which case we will cover the cost of collection.

• Boxes and packaging must be returned in good, resale-able condition, unused, undamaged, and with all original packaging intact.
• Please package returns securely to ensure they arrive back with us undamaged and fit for resale. We reserve the right to charge you for any goods we are unable to resell as a result of insufficient packaging on return.
• Refunds will be processed within 7 working days once the returned items have been received and inspected.
• We reserve the right to reduce the refund amount if goods are returned in a condition that reflects use, damage, or missing items.
• Orders are non-returnable more than 30 days after delivery.

Bespoke and Customised Orders

If you wish to cancel a bespoke or customised order, this must be done before the order is confirmed. Once confirmed, bespoke and customised orders cannot be cancelled or returned.

Stock Boxes

If stock products are returned to us, you may be liable for:

• The outward delivery charge to the original delivery point outlined in your order confirmation
• The return carriage charge
• Any administration charges incurred in the return process

Bespoke Boxes

If you wish to return a bespoke order after receiving your order confirmation and invoice, you may be liable for the costs involved in the manufacturing and delivery process. These charges include but are not limited to:

1. The outward delivery charge to the original delivery point outlined in your order confirmation
2. The return delivery charge
3. The cost of the board and associated manufacturing costs

Failed and Refused Deliveries

We are not liable for any re-delivery charges for orders that fail delivery or are refused at the point of delivery through no fault of our own. You will be liable for 100% of any re-delivery charges incurred as a result.

If you have an unforeseen circumstance meaning delivery cannot be accepted, please contact our sales team as soon as possible to notify us.

Contact Us

If you have any questions about this policy or wish to arrange a return, please contact our sales team directly or complete the form below.

Last updated: August 2026

Request A Return