Help & support

Returns & Refunds

We hope you’ll be happy with everything you purchase from KB Packaging. If something isn’t right, here’s how we’ll put it right.

14-day returns window

Request returns within 14 days of delivery

15% re-stocking charge

Applies to change-of-mind returns

Damaged on arrival?

Refuse the delivery and tell the courier

Your questions answered

If something isn’t right with your order

What happens if I receive a broken or damaged item?

We take every care to ensure your order arrives in perfect condition, but in the rare circumstance that it is damaged during delivery, here’s what to do:

At the time of delivery: Inspect the products thoroughly. If you notice damage, refuse the delivery and inform the courier. They will notify us, and we will arrange for a replacement to be dispatched immediately.
After delivery: If you notice damage after the driver has left, contact our sales team immediately at 0115 944 1600 or email sales@kbpackaging.com. To help us process your replacement quickly, please include a photograph of the damage when you contact us.

What do I do if items are missing?

Check your delivery carefully to ensure all items are included. For orders with multiple parcels, sometimes not all items arrive at once. If the remaining parcels do not arrive the following day, please get in touch with us at 0115 944 1600 or sales@kbpackaging.com, and we will follow up with the courier to locate your missing items.

What do I do if I’ve received the wrong items?

If you receive incorrect items, let us know as soon as possible. We’ll arrange for an immediate replacement to ensure you get the correct products promptly.

What if I’ve changed my mind and no longer want the items?

We understand that circumstances can change. If you need to return items:

Returned goods are subject to a 15% handling and re-stocking charge.
Items must be in a fully resellable condition, including their original packaging.
Returns must be requested within 14 days of delivery.
Please note: We may decline to accept returns or provide refunds for items not in resellable condition or products purchased in error.

For any issues related to damaged goods or quality concerns, please inform us within 14 days to ensure your claim remains valid.