Refund policy

Last Updated: September 28, 2026

Return and Refund Policy - The Pack Stock

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 the Republic of Ireland.

Consumer vs. Business Returns

To ensure a smooth process, please note that our return policies differ depending on whether you purchased as an individual consumer or a registered business entity:

  • Consumer Returns (B2C): You have a statutory 14-day right to change your mind and return your items. Sections 1 to 5 apply.

  • Business Returns (B2B): Returns must be requested within 7 days of delivery and are strictly subject to prior written authorization and approval. Section 6 applies.

Sections 7 to 11 apply to all customers.

1. Your Right to Cancel – 14-Day Cooling-Off Period

If you are purchasing as an individual consumer and you buy online, by phone, or off-premises, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason, under the Consumer Rights Act 2022 and the EU Consumer Rights Directive.

How the cooling-off period works

  • Notify us within 14 days from the day after delivery.

  • After notifying us, you have another 14 days to return the goods.

  • If cancellation information was not provided before purchase, the cancellation period extends to 12 months + 14 days.

How to cancel

You must clearly inform us by:

Returning goods without notifying us does not count as cancellation.

2. Hygiene & Safety Exclusion (Important for Packaging Products)

Under Irish and EU consumer law, the cooling-off right does not apply to sealed goods that are unsuitable for return once opened for health or hygiene reasons.

This includes:

  • Bottles

  • Jars

  • Closures

  • Any food-grade or cosmetic-grade packaging

If the protective seal is broken, the item cannot be returned under the cooling-off period.

3. Conditions for Eligible Returns

To qualify for a cooling-off return and a full refund, items must be:

  • Unopened and unused (factory seal intact)

  • Clean and uncontaminated

  • In original packaging

  • Undamaged and in a 100% resaleable condition

Consumers are responsible for any diminished value caused by handling beyond what is necessary to inspect the goods.

4. Return Costs & Refunds

  • Return Shipping: The cost of return shipping for change-of-mind returns is the sole responsibility of the consumer.

  • Refund Amount: We refund the product price plus the basic delivery cost (not upgraded shipping).

  • Refund Timing: Within 14 days of receiving the goods back or receiving proof of posting.

  • Refund Method: Same payment method used for the original purchase unless agreed otherwise.

5. Faulty or Defective Goods – Your Statutory Rights

Under the Consumer Rights Act 2022, goods must be:

  • As described

  • Of satisfactory quality

  • Fit for purpose

If your goods are faulty

  • First 30 days: You may reject the goods and receive a full refund.

  • After 30 days: We may repair or replace the item. If unsuccessful, you may request a refund or price reduction.

  • First 12 months: Any fault is presumed to have existed at delivery unless proven otherwise.

  • Up to 6 years: You may still make a claim but must show the fault existed at delivery.

These rights apply only to faulty goods, not change-of-mind returns.

6. Business Returns Policy - B2B

For registered corporate entities, commercial accounts, and wholesale orders, sales are considered final. Returns are not automatically accepted for changes of mind.

If you wish to return a commercial order, you must notify us within 7 days of delivery. B2B returns are evaluated on a case-by-case basis and are strictly subject to authorization. Approved commercial returns may be subject to a restocking fee to cover handling and processing logistics. Items must be returned on their original, unopened pallets or in intact bulk boxes.

7. Defective, Damaged, or Incorrect Goods

We take immense pride in our quality control, but if your shipment arrives damaged, defective, or incorrect, we will fix it immediately.

Please inspect your delivery as soon as it arrives. Any discrepancies, transport damage, or structural defects should be reported to our team within 3 working days of receipt. To expedite your claim, please provide your order number alongside clear photographic evidence of the defective products or damaged outer transit packaging. Once verified, we will arrange an immediate replacement or issue a full refund at no extra cost to you.

Please note: For consumers, this does not affect your statutory rights described in Section 5.

8. How to Start a Return: Step-by-Step

Please contact our customer service team before sending any items back. To initiate any return, you must secure an official Return Authorization (RA) number. Shipments returned without an RA number visible on the outer packaging cannot be processed and may be rejected at our warehouse.

  1. Request Authorization: Email our dedicated returns team at help.ie@thepackstock.com or call +353 1 2957137 with your order number, account details, delivery date, the items you wish to return, the reason for the return, and photos (if goods are damaged or faulty).

  2. Receive Your RA Number: If approved, our team will issue an official RA number along with return instructions.

  3. Pack Your Items Securely: Follow the packing guidelines in Section 9.

  4. Ship the Goods: Send the package to the address in Section 10 using a tracked courier service. We highly recommend keeping a copy of your tracking receipt, as we cannot be held responsible for items lost or damaged in transit back to us.

9. Preparing Your Return

  • Use original cartons and protective packaging.

  • Ensure items are securely packed (especially glass).

  • Clearly write the RA number on a label affixed to the outside of the package (do not write directly on the product box).

  • Include a copy of your invoice.

You are responsible for the condition of goods during transit.

10. Return Address (Ireland)

The Pack Stock – Returns Department
Berlin Packaging Ireland Limited
Unit A2, Three Rock Road
Sandyford Industrial Estate
Dublin, D18 ER27, Ireland

We recommend using tracked and insured shipping.

11. Contact Our Returns Department

If you need further guidance or want to check the status of a pending refund, please reach out to us:

For broader questions about our operations, please review our Delivery Information, browse our comprehensive FAQ page, or reach out via our general Contact Us form.