What happens if I receive a broken or damaged item?

You must check the products thoroughly when they are delivered. If you notice your order is damaged when it is delivered, then you should refuse to accept the delivery. Our courier will then inform us that you have refused the delivery, and we will arrange immediate dispatch of replacement goods.

If you happen to notice damage when the driver has departed, advise our sales team immediately by calling 01905 457 000. or click here to send us an email, To speed up the process of us sending out replacement goods, it would be very helpful if you could provide a photograph showing the nature of the damage.

You must inform Springpack of any issues with damaged goods or quality issues within 28 days of delivery.

 

What do I do if items are missing?

Please check your order carefully on receipt to ensure everything is there. Occasionally, on orders comprising multiple parcels, the courier may not deliver the full order in one go. If the missing products do not arrive on the next day, give us a call on 01905 457 000 or click here to send us an email, and we’ll chase it up for you.

 

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

In the rare event you receive an incorrect order, we will send you a replacement. Click here to log an incorrect delivery or call us on 01905 457 000 

 

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

Returned goods due to a change of mind or incorrect order will be subject to a 15% handling and re-stocking charge. Initial delivery charges will not be refunded; the customer is responsible for return carriage costs. 

Returned goods must be in a fully re-sellable condition and packaged as originally despatched. Springpack reserves the right to refuse to re-stock or refund money for products purchased in error which are not in a re-sellable condition. 

To start a return, you can call us 01905 457 000 or email us.