Terms & Conditions
Payment, Returns & Security
All prices are quoted in English Pounds Sterling. There are three payment options, depending on how the order is originated:-
Payment By Debit/Credit Card
We accept all main Credit and Debit cards
For your protection & peace of mind, we have elected to outsource the processing of debit/credit card payments to PayPal - the worlds leading online payment processing company.
We are therefore never in possession of any of your debit or credit card information, which is only ever entered on a secure payment processing page hosted by PayPal.
If you prefer, you can also order by phone on 02476 422000, upon ordering a PayPal invoice will be sent by email, which will guide you to where card details can be entered on a secure page hosted by PayPal.
Payment By Cheque
You can of course, if you prefer, send a cheque or postal order by post made out to
Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from Defenda Packaging Limited, through this or any of our associated web sites for a full refund.
Return or exchange an item
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 14 days of receipt. We will issue a full refund on receipt, or exchange the item for a different size / colour etc. if preferred. Exceptions to this rule apply when:
- a custom-made product has been ordered
- when the the purchase has been made by a business
Please note: The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. Alternatively contact us in case we can arrange more economical collection on your behalf
The cost of returning the item to us that are not faulty is your responsibility.
If the item you received is faulty, please contact customer care on 02476 422000 or contact us online here quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 28 days from receipt of the faulty item to return it to us.
I received the wrong item
If the item you received is not what you originally ordered, please contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Please note: In this case the full reasonable cost of returning the goods will be met by us
Exclusions to Distance Selling Regulations.
Bespoke items & products exceeding 2 metres in length requiring a tailored delivery service to be arranged for your address, do not fall under UK Distance Selling Regulations and can not be refunded. Please ensure that when ordering these products that you are certain they are what is required.
Defenda Packaging Ltd. T/A DEFENDAPACK
Unit H1 Grovelands Industrial Estate
Longford Rd, Exhall
Due to the size of many products sold on this site, it is not possible to fully automate postage costs - as it depends on the combination of items bought as to how many separate consignments will be required & therefore the absolute shipping cost.
If there are any additional shipping costs, we will contact you to inform you.
All orders placed by you and purchases of goods from us (whether in-store, by telephone, via our website or by such other means as we may permit) are on the basis of these Terms and Conditions and are subject to acceptance by us either (as applicable): (i) by delivery of the goods to you; or (ii) by providing the goods you have purchased to you at the trade counter, at which point a legally binding contract is constituted between you and us.
The processing of your payment and acknowledgment of your order (including sending you an email confirming your order is being processed) does not constitute legal acceptance of your order.
Shipping Rates & Upgrades
FREE SHIPPING ON ORDERS OVER £30 (ex VAT)...
so no nasty surprises at checkout.
With the vast majority of items listed on this site being supplied without an additional charge for postage on orders over £30 NET .
The only time you may have additional charges is when you’re buying bulk quantities, very large items or you’re located offshore or in certain parts of the Scottish Highlands.
Please note that we cannot deliver to PO boxes.