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Returns

returns

We hope that you never need to return your order to us, however we understand that there maybe times where you need to. So, we try and make returning your goods as simple as possible .

As a consumer, you have a number of legal rights including the right to cancel your order for any reason and additional legal rights where goods are faulty or not as described.

The information on this page will tell you all you need to know about returning your goods to us.

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UK Returns:

If you need to return your order you have the choice to either send the order back to us yourself, or we can arrange to collect your order using one of our carriers. We do not refund delivery costs.

For more information please see our FAQs or Consumer Returns Procedure tabs.

For any additional questions arround costs of our collections please contact our Customer Service Team HERE.

International Returns:

If you need to return your order you have the choice to either send the order back to us yourself, or we can arrange to collect your order using one of our carriers. We do not refund delivery costs.

Please do not post the package without obtaining a receipt of postage. Keep your receipt of postage safe as you will need this as your proof of return. We do not refund delivery costs on international orders.

For more information and costs of our collections please contact our Customer Service Team HERE.

Returns Procedures:

Procédure de retour pour les Consommateurs

Nous pensons offrir des produits de haute qualité et un service clientèle exceptionnel sur le marché de l’emballage. Nous tenons à ce que vous soyez satisfait de votre achat auprès d’OiPPS. Parfois, nous comprenons que vous puissiez souhaiter retourner des articles, et nous vous demandons d'utiliser l'une des méthodes sur cette page pour le faire. Cela nous aide à traiter votre demande le plus rapidement possible, mais cette procédure de retour n'affecte pas vos droits légaux.

Rückgabeverfahren Für Verbraucher

Wir glauben, dass wir qualitativ hochwertige Produkte und einen hervorragenden Kundenservice in der Verpackungsindustrie anbieten. Wir möchten, dass Sie mit Ihrem Kauf bei OiPPS zufrieden sind. Wir verstehen, dass Sie gelegentlich Waren zurücksenden möchten, und wir bitten Sie, dafür eine der folgenden Vorgehensweisen zu wählen. Dies hilft uns, Ihre Anfrage möglichst schnell zu bearbeiten, aber dieses Rückgabeverfahren lässt Ihre gesetzlichen Rechte unberührt.

We believe we offer high quality products and amazing customer service in the Packaging Industry. We want you to be happy with your purchase from OiPPS. Occasionally, we understand that you may wish to return items, and we ask that you use one of the methods on this page to do so. Doing so helps us to process your request as quickly as possible, but this returns procedure does not affect your statutory rights.

Returns Procedure

To cancel your order for any reason, and to assist us in providing a prompt resolution, please follow the applicable returns procedure listed below. In any event, please ensure that you have made a clear statement to us of your decision to cancel your order and return the goods.

You may also use the model cancellation form that we make available on our site and in our Terms and Conditions, if you are a consumer, for a period of 14 days as from delivery of your order (please refer to our Terms and Conditions for more information).

Account Holder Returns Procedure

To return an order from within your user account, please follow these instructions:

  • Log in to your account
  • Click on ‘My Orders’ tab to the left of screen
  • To return an item online the ‘Order Status’ must be ‘Complete’
  • When the status shows as ‘Complete’ click on ‘View Order’ for the order you wish to return.
  • When the order details appear click on ‘Return’
  • Check the Order ID is correct for the order you wish to return
  • In ‘Contact Email Address’ blank box, type in your email address
  • Select the item(s) that need to be returned from the dropdown
  • In ‘Quantity To Return’ blank box, type in the quantity.
  • Select the most suitable ‘Resolution’ dropdown
  • Then choose the most relevant ‘Item Condition’ dropdown
  • In the ‘Reason to Return’ dropdown, select from the dropdown options available
  • Once all of the above sections have been completed click the green ‘Add Item to Return’ button. If you need to add additional items to your return, click the green ‘Add Item to Return’ button and fill in all the details for your order
  • In the ‘Comments’ blank box, type in a detailed response for returning your item(s) along with the resolution you expect. If exchanging item(s) please add which item and the quantity you wish to exchange in this section also.
  • Once all the above sections have been completed click the green ‘Submit’ button
  • ‘My Returns’ page will show the status of your return as ‘Pending’ until this has been approved by the customer service team at OIPPS
  • Once your returns have been received, you will receive an email update of the status to your selected email address.

Returning the Items yourself

Please email  returns@oipps.co.uk with the following information;

  • Your name;
  • Your Order Number;
  • The items and quantities you wish to return;
  • The reason for your return; and
  • Any additional information to support your request (e.g. images of any defective or damaged items).

You will receive an RMA (Returns Management Authorisation) number. We will then review your request and contact you by phone or by email regarding your return.

Once the Items have been returned

When we receive your item, we will inspect it and process a refund to the original method of payment or, if requested, provide an exchange or replacement or store credit. This process will usually take no more than 5 working days from the date we receive the return.

Please note that your payment card issuer may take some time– usually up to 4 working days – to credit your account with a refund. If your refund is late or missing, please contact your bank or payment card issuer first to ensure that there is no delay on their part. If you have still not received your refund 7 days after we have notified you of that your refund has been processed, then please contact us at returns@oipps.co.uk

Partial Refunds

We may issue partial refunds for the following:

  • If returned pursuant to any cancellation/withdrawal right, any item is not in its original condition, is damaged on return or is missing parts for reasons resulting from your handling of the item other than as is necessary to establish the nature, characteristics and functionality of the products;
  • If returned under applicable statutory warranty rights, we may charge a proportional amount to cover any use you have made of the products before any defect occurred;
  • We reserve all statutory and contractual rights, in particular, if we are due any money from you, we may set off this sum in any refund;
  • Any item that is returned more than 30 days after delivery (unless returned due to a defect or non-conformity); or
  • Any item that is returned late because the item has been unavailable for collection by our courier for reasons not due to our error or our courier's error.

Frequently Asked Questions

What is your returns policy?

OiPPS Returns Policy

We believe we offer the best quality products and the best customer service in the Packaging Industry. We want you to be happy with your purchase from OiPPS. Occasionally, we understand that you may wish to return items.

As a consumer, you have a number of legal rights including the right to cancel your order for any reason and additional legal rights where goods are faulty or not as described.

Our Returns Policy applies to UK consumers only.

If you are a consumer based outside the UK or a business consumer, please contact us for details of our returns and refunds policy.

How long do I have to return?

In addition to your legal rights, we allow you to return goods up to 30 days from the date you receive your order if you simply change your mind, providing that they are unused and undamaged and in complete condition.

Where you return an item or entire order to us, we will refund the cost of the item(s) and the postage or delivery costs minus any non-standard postage or delivery cost no later than 14 days after the date we receive the item(s). Upon requesting a return, we will authorise this electronically and communicate an acknowledgement of return with an authorisation number. Further details of our Returns Procedure are set out below.

How do I return my order?

To return an order, please follow these instructions:
• Log in to your account
• Click on ‘My Orders’ tab to the left of screen
• To return an item online the ‘Order Status’ must be ‘Complete’
• When the status shows as ‘Complete’ click on ‘View Order’ for the order you wish to return.
• When the order details appear click on ‘Return’
• Check the Order ID is correct for the order you wish to return
• In ‘Contact Email Address’ blank box, type in your email address
• Select the item(s) that need to be returned from the dropdown
• In ‘Quantity To Return’ blank box, type in the quantity.
• Select the most suitable ‘Resolution’ dropdown
• Then choose the most relevant ‘Item Condition’ dropdown
• In the ‘Reason to Return’ dropdown, select from the dropdown options available
• Once all of the above sections have been completed click the green ‘Add Item to Return’ button
If you need to add additional items to your return, click the green ‘Add Item to Return’ button and fill in all the details for your order
• In the ‘Comments’ blank box, type in a detailed response for returning your item(s) along with the resolution you expect
If exchanging item(s) please add which item and the quantity you wish to exchange in this section also.
• Once all the above sections have been completed click the green ‘Submit’ button
• ‘My Returns’ page will show the status of your return as ‘Pending’ until this has been approved by the customer service team at OIPPS
• Once your returns have been received, you will receive an email update of the status to your selected email address.

Can I arrange my own return for an order?

Please email  returns@oipps.co.uk with the following information;
• Your Name
• Your Order Number
• The items and quantities you wish to return
• The reason for your return
• Any additional information to support your request (e.g. images of any defective or damaged items)
You will receive an RMA (Returns Management Authorisation) number. We will then review your request and contact you by phone or by email regarding your return.

I checked out as Guest, how do I return the item?

Please fill out our Guest Returns form using the tab above.

We aim to respond to all returns requests within 24 working hours.

We will then review your request and contact you by phone or by email regarding your return and provide you with the relevant information for returning your goods.

What if I change my mind?

In addition to your legal rights, we allow customers in the UK  to return goods up to 30 days from the date you receive your order if you simply change your mind, providing that they are unused and undamaged and in complete condition.

Where you return an item or entire order to us, we will refund the cost of the item(s) and the postage or delivery costs minus any non-standard postage or delivery cost no later than 14 days after the date we receive the item(s).

Upon requesting a return, we will authorise this electronically and communicate an acknowledgement of return with an authorisation number.

Further details of our Returns Procedure are set out below.

What do i do if my order is damaged?

Oh no! We’re sorry to hear this.

All our containers are inspected before they leave our warehouse. Occasionally an item may get damaged in transit. If your order is damaged or defective please return to us within 30 days of receipt of the faulty goods. Please remember to get in touch with our Customer Service team prior to returning.

We will arrange for your damaged or defective order to be collected by the shipping company and pay for the return shipping of the items to us. Where you contact us within 30 days of the date you receive your order we will refund your order or, if you prefer, replace your items or offer you a store credit. If you contact us after 30 days we will either replace your items or, if that is not possible, offer you a full or partial refund.

Can I cancel or amend my order?

If you wish to cancel or amend your order please contact our Customer Service team as soon as possible who will be happy to help in anyway they can.

Unfortunately if your order has already been dispatched we are unable to refund any shipping costs.

Can I exchange instead of a refund?

Unfortunately we don’t offer an exchange facility. Simply return your item(s) by following these easy steps on the ‘How do I return?’ section and reorder for a replacement.

I don't have the original packaging, can I return?

Don’t worry if you no longer have the original packaging for your order.

Just return your items to us and providing that they are unused, undamaged and in complete condition, we will process your refund as normal.

How can I track the status of my return?

If you have an OiPPS account with us, you can track the status of your return bu logging into your online portal.

If you have ordered as GUEST please contact our Customer Service Team HERE to be updated on the status of your return.

What happens once my items been returned?

When we receive your item, we will inspect it and process a refund to the original method of payment or, if requested, provide an exchange or replacement or store credit. This process will take no more than 3 working days from the date we receive the return.

Please note that your payment card issuer may take some time– usually up to 4 working days – to credit your account with a refund. If your refund is late or missing, please contact your bank or payment card issuer first to ensure that there is no delay on their part.

If you have still not received your refund 7 days after we have notified you of that your refund has been processed, then please contact us HERE.

When will I receive my refund?

Please note it can take 3-5 working days for your refund payment to show in your account, depending on the card issuer.

Do you refund the delivery charge?

Unfortunately we do not refund postage/shipping charges on any orders.

Returns exemptions

Unfortunately we are unable to accept the returns of any damaged or used items.

The Consumer Contracts Regulations

If you’re a customer in the EEA, you get 14 days to cancel your order with us. This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order).

There are a couple of other ways to cancel your order with us. You’ll find these alternative methods below:

Email us: sales@oipps.co.uk

If you’re cancelling your order with us but have already received your order, you’ll need to return the item(s) to us. Please see How do I return my order? for more information. You`ll then receive a full refund as per the policy above.