Refunds & Returns

When you shop online you have the right to cancel your purchase for a full refund until 14 days after it was delivered in the EU (Consumer Contacts Regulations) and up to 30 days in the UK (Consumer Rights Act 2015) whereby you can withdraw from the contract and return your purchases to the seller.

Perishable items are excluded from the 14-day and 30-day cooling-off periods, as they are not expected to remain in suitable condition for that length of time. As a result, we cannot accept returns or offer a resolution unless the goods arrive damaged.

Damaged Products Policy

If your order arrives with any item damaged, defrosted, or if you have any other quality concerns, please contact our Customer Experience team at hello@packd.co.uk as soon as possible after unpacking your delivery.

To allow us to investigate promptly, we will review the delivery details via the courier’s tracking portal, including the recorded delivery time. Delays in reporting may affect our ability to resolve your case, as we need to assess the products in the condition in which they were delivered.

When getting in touch, please include your order number, the time you received your delivery, a brief description of the issue, and a clear photograph of the affected item(s), as well as the transit packaging.  In certain cases, you will be required to complete our Customer Issues Log.

All cases are reviewed on a case-by-case basis by our Customer Experience team. Failure to log an issue without photos and/or within 48 hours may result in no resolution.

Delivery Responsibility Policy

We strongly recommend that customers are available to receive their delivery at the scheduled time.

If a customer is not at home when delivery is attempted, or they are home and there is a claim the order has not been delivered, if the courier's records (including delivery notifications, photographs, GPS data, and time stamps) confirm that the parcel was successfully delivered to the specified address, responsibility for the order passes to the customer at that point.

All cases are reviewed on a case-by-case basis by our Customer Experience team.

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In the above circumstances, we cannot guarantee that a refund will be issued to the original payment method. At our sole discretion, we may offer a replacement order or store credit as a gesture of goodwill; however, this is not guaranteed and will be assessed on a case-by-case basis by the Customer Experience team.

Please note that repeated claims of damaged products and/or missing deliveries may be reviewed by our management team before any resolution is offered.