We want you to be confident ordering from PackMode. This policy explains our 30-day return period, your statutory cancellation rights and how faulty products are handled.
30-Day Return Period
You may request a return within 30 days of delivery.
To start a return, email hello@packmode.co.uk with your order number and the reason for the return. Do not send an item back before receiving return instructions.
For change-of-mind returns requested between day 15 and day 30, the item must be unused, undamaged and returned with its original packaging and accessories.
Your 14-Day Right to Cancel
For most online purchases, you have the right to cancel without giving a reason. Tell us within 14 days of receiving your order. After notifying us, you have a further 14 days to return the goods.
You may inspect a product as you reasonably would in a shop. We may make a deduction from the refund if handling beyond what is necessary has reduced the product's value.
Return Postage
For change-of-mind returns, you are responsible for the return postage cost. We recommend using a tracked service and keeping proof of postage.
If an item is faulty, damaged on arrival or incorrect, PackMode will arrange or cover the reasonable return cost.
Refunds and Delivery Charges
Once the return has been received and inspected, we aim to process the refund within 3–5 working days using the original payment method. Your bank or payment provider may take additional time to show the refund.
For an eligible cancellation made within the statutory 14-day period, we will also refund the standard outbound delivery charge. If you selected a more expensive delivery option, we are only required to refund the cost of the standard delivery service.
For a voluntary change-of-mind return made after the statutory cancellation period but within PackMode's 30-day return period, the original delivery charge is not refunded.
We may wait to issue the refund until the returned goods are received or you provide evidence that they have been sent back.
Faulty, Damaged or Incorrect Products
If an item arrives damaged, is incorrect or develops a fault, contact hello@packmode.co.uk with your order number and, where useful, photographs or a description of the problem.
PackMode products include a 12-month warranty against manufacturing defects. This warranty is in addition to your statutory rights.
Your legal remedy depends on the circumstances and when the fault is reported. This may include a refund, repair or replacement. Nothing in this policy limits your rights under the Consumer Rights Act 2015.
Bundles
For a full refund of a bundle, all items in the bundle must be returned.
If you return only part of a discounted bundle, any discount may be recalculated based on the items you keep. Contact us before returning part of a bundle so we can confirm the applicable refund.
Your Legal Rights
This policy does not affect your statutory rights, including rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Questions about a return can be sent to hello@packmode.co.uk.