Returns Policy

HOW WE HANDLE RETURNING GOODS:

Either you can arrange delivery to our returns address, or we can arrange a collection for you with our courier – on a day that suits you best. The cost of collection can be calculated on request.

For information on the returns address and for any enquiries regarding returning goods, please contact us.

RETURNS POLICY

ECCO Food Packaging will pay the costs of returning goods in the following circumstances:

  • If the products ordered are either damaged or faulty.

  • If the goods arrived after the scheduled date and are no longer required (through no fault of your own).

  • If the product arrives and is incorrect, or if the product description does not match the product delivered.

If there is any other reason not stated above, including exercising the right to change your mind within the 14-day cooling off period, or if the goods are in working condition and there is no fault present, you as a customer are required to pay the cost of returning the goods.

CONSUMER SUMMARY

Up to 30 days

If your product is damaged or faulty, you have up to 30 days to notify us in order to claim a refund. Once the product arrives back with us, we will issue a full refund including shipping, which can take up to 5 working days to process.

14-day cooling off period

As an online consumer, if you purchase an item you have up to 14 days to change your mind as standard procedure. If you do change your mind and would like a refund, you may be subject to shipping costs, which can be deducted from the final refund if we arrange collection. Alternatively, you can arrange the return yourself through the email provided above.

As a consumer, if you exercise your right to change your mind, this does not apply in the following cases:

  1. Bespoke products specifically ordered for you.

  2. Where a packaging seal is broken or a sleeve opened, and/or the contents have been used or tampered with (at our discretion).

BUSINESS SUMMARY

As a business, we hold a standard that any items delivered to you will be free from defect or damage (within reference of the Sale of Goods Act 1979). However, should this not be the case, you have the right to request a refund.

BESPOKE AND CUSTOM-MADE PRODUCTS

Certain items are not cancellable and are non-refundable. Anything designed or made to your specific request, personalised or otherwise, cannot be resold by us due to the nature of bespoke products and therefore falls under this policy. To avoid any misunderstanding, please check with us whether an item you order is non-refundable or non-cancellable.