At PEKB, we want you to be satisfied with your purchase. This Refund & Returns Policy explains how returns, refunds, damaged goods and order cancellations are handled.
Nothing in this policy affects your statutory rights under UK consumer law.
In addition to any statutory rights you may have, we offer a 30-day returns policy.
You have 30 days from the date you receive your order to request a return.
To be eligible for a return under our 30-day returns policy, the item must normally:
To request a return, please contact us at:
Email: sales@secure-pack.co.uk
Please contact us before sending any products back. Returns sent without prior authorisation may not be accepted.
Once your return request has been approved, we will provide return instructions.
If you are purchasing as a consumer online, you may have a legal right to cancel your order without giving a reason.
For most eligible online purchases, you have 14 days from the date you receive the goods to notify us that you wish to cancel your order.
After notifying us, you normally have a further 14 days to return the goods.
These statutory cancellation rights are separate from our voluntary 30-day returns policy and are subject to certain legal exceptions.
Products purchased during a sale, promotional event or using a discount code are not automatically excluded from your statutory consumer rights.
Eligible sale items may therefore still be returned or cancelled where required under applicable UK consumer law.
Where a return falls outside your statutory rights but within our voluntary 30-day returns policy, the normal conditions of our returns policy will apply.
Certain products may not be eligible for cancellation or return where permitted by law.
This may include:
Please contact us if you are unsure whether a particular product is eligible for return.
Due to the nature of some of the products we sell, including food-contact packaging and hygiene-related items, we may be unable to accept certain opened or used products where returning them would create a hygiene or safety concern.
This restriction does not affect your statutory rights where an item is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.
Please inspect your order as soon as possible after delivery.
If your order arrives damaged, faulty, incomplete or you receive the wrong product, please contact us as soon as possible so that we can investigate and resolve the issue.
Where possible, please provide:
Where goods are faulty, damaged or incorrectly supplied, your rights under applicable UK consumer law will apply.
Consumers have statutory rights where goods are faulty, not as described or not fit for purpose.
Where applicable, these rights may include a repair, replacement, price reduction or refund.
For eligible faulty goods rejected within the statutory period, you may have the right to receive a full refund.
Nothing in this policy limits these legal rights.
Where you are returning an item because it is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, we will handle reasonable return arrangements in accordance with your statutory rights.
For change-of-mind returns under our voluntary 30-day returns policy, you may be responsible for the cost of returning the goods unless we agree otherwise.
Where you exercise a statutory cancellation right, responsibility for return costs will depend on the information provided to you before purchase and the applicable legal requirements.
We recommend using a tracked delivery service when returning an item.
We cannot be responsible for returned parcels that are lost before reaching us.
Once we receive your returned item, we will inspect it and let you know whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
For statutory cancellations, refunds will be processed within the timescales required by UK law.
We may be entitled to wait until we have received the returned goods, or you have provided evidence that they have been sent back, before issuing certain refunds.
Your bank, card provider or payment service may require additional time to credit the funds to your account.
When exercising statutory cancellation rights, you are entitled to inspect goods in a similar way to how you could reasonably examine them in a physical shop.
Where permitted by law, we may reduce a refund if the value of the goods has been diminished because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.
If you would like a different product, size, quantity or variation, please contact us.
Where appropriate, we may offer a replacement or exchange.
The quickest option may sometimes be to return the original item and place a new order once the return has been accepted.
If you wish to cancel or amend an order before it has been dispatched, please contact us as soon as possible.
We will do our best to accommodate your request.
However, orders may be processed quickly, so we cannot guarantee that an order can be changed or cancelled once fulfilment has started.
If the order has already been dispatched, you may need to follow the applicable returns or statutory cancellation procedure.
Where required under statutory cancellation rights, eligible standard outbound delivery charges will be refunded in accordance with UK law.
If you selected an enhanced or more expensive delivery option, such as express delivery, we may only be required to refund the cost of our least expensive standard delivery option.
If an order is returned to us because:
we will contact you once the parcel is returned.
Any deductions or additional delivery charges will only be applied where permitted by law and where appropriate to the circumstances.
For returns, refunds, damaged orders or other enquiries, please contact:
DRD WHOLESALE LTD / PEKB
4 Crystal Way
Harrow, Middlesex
HA1 2HP
United Kingdom
Email: sales@secure-pack.co.uk
Telephone: 075862 20198
Please include your order number whenever possible so we can assist you more quickly.
This policy is intended to explain our returns process clearly and does not replace or restrict any rights you may have under applicable UK consumer legislation.