Refund policy

Return and Refund Policy – The Pack Stock 

Last Updated: January 23 2026  

This policy applies to all glass containers, plastic packaging, closures, and related products purchased from The Pack Stock (Berlin Packaging Ireland Limited) for delivery within Ireland and the EU. Your rights vary significantly based on whether you purchase as a consumer or business customer. 

Company Information 

  • Berlin Packaging Ireland Limited (trading as The Pack Stock)
  • Registered No.: 136925
  • VAT Number: IE4883116I
  • Registered Office: Unit A2, Three Rock Road, Sandyford Industrial Estate, D18 ER27, Ireland  Opening Hours Monday: 08:00 – 17:00 Tuesday: 08:00 – 17:00 Wednesday: 08:00 – 17:00 Thursday: 08:00 – 17:00 Friday: 08:00 – 15:30 

Definitions 

  • Consumer: An individual purchasing packaging for personal use (home bottling, craft projects, personal storage) 

  • Business Customer: Any entity purchasing for commercial purposes (beverage production, cosmetics manufacturing, food packaging, pharmaceutical applications) 

Section 1: Consumer Rights (B2C) 

Right of Withdrawal – 14-Day Cooling-Off Period 

Under Irish and EU consumer protection law, you have the unconditional right to withdraw from your purchase within 14 days of receiving goods, with an additional 14 days to return them after notification. 

How the Withdrawal Process Works: 

  • First 14 days (Notification Period): From delivery date, you must notify us of your withdrawal decision by emailing help.ie@thepackstock.com or calling +353 1 2957137 

  • Second 14 days (Return Period): After notification, you have another 14 days to physically return the goods to our warehouse 

  • Extended Protection: If we failed to properly inform you of withdrawal rights at purchase, the period extends to 12 months after delivery 

Critical Hygiene Exclusion for Packaging Products 

Important Legal Limitation: Due to health protection and hygiene requirements under Irish law (implementing EU Consumer Rights Directive 2011/83/EU), the withdrawal right does not apply to sealed goods that have been unsealed after delivery. Once you open the protective packaging of bottles, jars, or closures, they cannot be returned as they are no longer suitable for resale as food-grade or cosmetic-grade packaging. 

Return Condition Requirements 

Products eligible for return must be: 

  • Unopened and unused: Original factory sealing completely intact
  • Clean and uncontaminated: No contact with any substances or foreign materials
  • Complete packaging: All protective materials, dividers, and original packaging included
  • Undamaged: No chips, cracks, or modifications to glass or plastic items 

Consumer Return Shipping and Refunds 

Return Shipping Costs: 

  • Your responsibility: For change-of-mind returns (capped at standard An Post rates under Irish law) 

  • Our responsibility: For defective, damaged, or incorrectly supplied goods 

  • Important note: Glass packaging is heavy and fragile, resulting in significant shipping costs 

Refund Terms: We refund all payments within 14 days of receiving returned goods, including: 

  • Full purchase price of returned items 

  • Standard outbound shipping costs (expedited shipping refunded at standard rate only) 

  • Processing via original payment method (including bank transfers where applicable) 

 Irish Legal Guarantee – Extended Protection 

Beyond withdrawal rights, Irish law provides additional consumer protections: 

  • Minimum 2-year conformity: Products must remain fit for their intended purpose 

  • Expected lifespan protection: Packaging must function for reasonably expected periods based on quality and price 

  • First 6 months presumption: Defects appearing within 6 months are presumed to have existed at delivery 

  • Free remedies: Right to repair, replacement, price reduction, or refund for non-conforming goods  

Section 2: Business Customer Returns (B2B) 

No Statutory Withdrawal Right 

The 14-day cooling-off period does not apply to business transactions. All B2B returns require prior authorisation and are subject to our commercial terms.  

Change-of-Mind Returns (Discretionary) 

Returns for non-defective goods are not automatically accepted and require: 

  • Authorisation Process: Contact help.ie@thepackstock.com within 7 working days of delivery for return approval 

Commercial Terms: 

  • Restocking fee: 20% of net goods value to cover quality inspection, cleaning, and re-warehousing 

  • Condition requirements: Original unopened master cartons, cases, or pallets only with factory seals intact 

  • Return shipping: All costs and transit risks borne by business customer 

  • Storage conditions: Proper temperature, humidity, and light protection must have been maintained 

Final Sale and Non-Returnable B2B Items 

The following cannot be returned unless physically defective: 

  • Final sale items: Products marked as "Final Sale", "Clearance", or "Non-Returnable" at time of purchase 

  • Custom products: Printed, embossed, or made-to-specification packaging 

  • Opened packages: Individual units from multi-packs or opened cases 

  • Contaminated items: Any packaging exposed to contents or foreign substances 

Critical B2B Inspection Duty 

Due to glass fragility and contamination risks, business customers must inspect goods immediately upon delivery: 

Upon Delivery (Before Signing Receipt): 

  • Check outer packaging for damage, crushing, or moisture 

  • Note visible damage on carrier documentation with photographs 

  • Refuse severely damaged deliveries 

  • Sign delivery receipt only after external inspection 

Within 48 Hours of Delivery: 

  • Open all cartons and inspect representative samples 

  • Check glass items for cracks, chips, structural defects, or finish problems 

  • Verify plastic products for deformation, discoloration, brittleness, or dimensional issues 

  • Test closure threading and seal integrity on sample basis 

  • Verify quantities against packing lists and invoices 

Reporting Requirements: 

  • Visible defects: Report within 2 working days with photographic evidence 

  • Hidden defects: Report immediately upon discovery 

  • Quantity discrepancies: Report within 2 working days with detailed documentation 

Consequence of Non-Compliance: Failure to inspect and report within specified timeframes constitutes acceptance of goods in delivered condition. 

Industry Manufacturing Tolerances 

The following variations are considered standard industry tolerances and are not grounds for return: 

  • Glass dimensions: ±2mm on height and diameter measurements 

  • Plastic dimensions: ±3mm on stated measurements 

  • Closure threading: ±0.5mm on critical specifications 

  • Capacity/volume: ±5% variation from nominal capacity 

  • Quantities: ±3% on orders over 1,000 units, ±2% over 5,000 units 

  • Weight variations: ±10% for glass products, ±8% for plastic products  

Breakage Tolerance Policy 

For glass shipments, breakage up to 3% of total order quantity is considered acceptable industry standard. Breakage exceeding 3% will be evaluated for credit or replacement upon provision of photographic evidence and timely damage reporting. 

B2B Warranty Terms 

  • Period: 12 months from delivery date 

  • Coverage: Manufacturing defects affecting basic functionality 

  • Remedy: Repair, replacement, or credit at our discretion 

  • Exclusions: Damage from improper handling, storage, or use; consequential damages; business interruption losses 

Section 3: Defective, Damaged, or Incorrect Goods 

Covered Manufacturing Defects 

Glass Product Defects: 

  • Structural cracks, chips, or weaknesses present at delivery 

  • Dimensional variations exceeding stated tolerances 

  • Mould defects compromising structural integrity 

  • Threading or finish defects affecting functionality 

Plastic Product Defects: 

  • Warping, deformation, or dimensional inaccuracies beyond tolerance 

  • Material brittleness or premature degradation 

  • Threading incompatibilities with specified closures 

  • Contamination or foreign materials embedded in product 

Closure Defects: 

  • Threading incompatibility with specified containers 

  • Liner failures or seal integrity issues 

  • Tamper-evident mechanism malfunctions 

  • Dimensional variations preventing proper fit 

Our Response to Defective Goods 

  • Consumers: Full refund or replacement with collection arranged at our expense 

  • Business customers: Replacement or credit at our discretion with priority processing for business continuity 

Section 4: Return Authorisation and Process 

Step 1 – Request Return Authorisation (Mandatory) 

Important: Do not ship any products without first receiving a Return Authorisation (RA) number. Unauthorised returns may be refused or subject to processing delays. 

Contact our customer service team with: 

  • Order number and delivery date 

  • Customer type (consumer/business) 

  • Specific items to return with quantities 

  • Detailed reason for return 

  • Photographic evidence (required for defect/damage claims) 

Contact Information: 

  • Email: help.ie@thepackstock.com 
  • Phone: +353 1 2957137 
  • Hours: Monday–Thursday 08:00–17:00 | Friday 08:00–15:30 (Closed Saturday, Sunday & Public Holidays) 

Step 2 – Receive Return Authorisation 

We will provide you with: 

  • RA number for your return 

  • Specific return instructions 

  • Expected processing timeline 

  • Any applicable fees or conditions 

Step 3 – Prepare Return Shipment 

Critical Packaging Requirements: 

  • Use original cartons and protective materials whenever possible 

  • Ensure adequate cushioning (bubble wrap, cardboard dividers, packing materials) 

  • Prevent item movement within packages through proper filling 

  • Separate glass items with dividers to prevent contact and breakage 

  • Mark RA number prominently on package exterior 

  • Include copy of original invoice and written return reason 

Packaging Responsibility Warning: You bear full responsibility for safe transit of returned goods. Inadequate packaging resulting in transit damage may result in partial or complete refund deductions. 

Step 4 – Ship to Return Address 

The Pack Stock Warehouse (Returns Department) 

Unit A2, Three Rock Road 

Sandyford Industrial Estate 

D18 ER27, Dublin, Ireland 

Critical Note: This is NOT a visit address. All returns must be shipped via postal or courier service. 

Shipping Recommendations: Use tracked and insured shipping methods, particularly for valuable glass products. We recommend An Post, DHL, or UPS for reliable tracking capabilities. 

Step 5 – Return Processing Timeline 

  • Receipt confirmation: Within 2 working days of warehouse delivery 

  • Inspection completion: Within 5 working days of receipt 

  • Decision notification: Within 7 working days of receipt 

  • Refund processing: Within 14 days of approval (consumers) or per agreed payment terms (business customers) 

All status communications will be sent to the email address associated with your original order. 

Section 5: Contact Information 

Customer Service Team 

  • Primary Email: help.ie@thepackstock.com 

  • Sales / General: sales.dublin.ie@berlinpackaging.com 

  • Phone: +353 1 2957137 

  • Business Hours: Monday–Thursday 08:00–17:00 | Friday 08:00–15:30 

  • Closed: Saturday, Sunday & Irish Public Holidays 

Company Addresses 

Registered Office / Returns Address (Shipping Only):  

Berlin Packaging Ireland Limited (The Pack Stock) 

Unit A2, Three Rock Road 

Sandyford Industrial Estate 

D18 ER27, Dublin, Ireland 

(Not a visit address – returns by shipment only) 

Legal Registration Companies Registration Office (CRO) No.: 136925 

Section 6: Dispute Resolution 

Internal Complaint Resolution 

If you are dissatisfied with our handling of your return, please contact our customer service team at help.ie@thepackstock.com or +353 1 2957137. We commit to addressing all complaints within 14 days and will make every effort to reach a satisfactory resolution. 

External Dispute Resolution for Consumers 

For unresolved consumer complaints, you may access: 

  • EU Online Dispute Resolution Platform: https://ec.europa.eu/consumers/odr/ 

Irish Consumer Protection 

Consumers may also contact the Competition and Consumer Protection Commission (CCPC) at www.ccpc.ie for information on your rights, or the European Consumer Centre Ireland (ECC Ireland) for cross-border disputes within the EU. 

Section 7: Policy Scope and Updates 

Effective Date and Application 

This return policy is effective immediately and applies to all orders placed from [Date] forward. For orders placed before this date, the return policy in effect at the time of purchase governs your return rights. 

Policy Updates 

We reserve the right to update this return policy to reflect changes in Irish law, EU regulations, or our business practices. Any material changes will be posted on our website with an updated "Last Updated" date and will not affect orders placed prior to the update. 

Acknowledgment 

By placing an order with The Pack Stock, you acknowledge that you have read, understood, and agree to be bound by the terms of this Return and Refund Policy. 

Legal Compliance 

This policy complies with the Sale of Goods and Supply of Services Act 1980, the European Communities (Protection of Consumers in Respect of Contracts Made by Means of Distance Communication) Regulations, the EU Consumer Rights Directive 2011/83/EU as implemented in Ireland, and all applicable Irish and EU consumer protection regulations. Nothing in this policy limits your mandatory statutory rights as a consumer under Irish or EU law. 

For questions regarding this policy or to initiate a return, please contact our customer service team at help.ie@thepackstock.com or +353 1 2957137 during business hours.