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 Netherlands B.V.) for delivery within the Netherlands and EU. Your rights vary significantly based on whether you purchase as a consumer or business customer.

Company Information:

  • Berlin Packaging Netherlands B.V. (trading as The Pack Stock)
  • Chamber of Commerce (KVK):Β 39087032
  • VAT Number: NL813756285B01
  • Headquarters:Β Bijsterhuizen 2401, 6604LK Wijchen, The Netherlands

Definitions:

  • Consumer:Β An individual purchasing packaging for personal use (home bottling, craft projects, personal storage)
  • Business Customer:Β 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 Dutch 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):Β From delivery date, you must notify us of your withdrawal decision by emailing help.nl@thepackstock.com or calling +31 24 34 42 360

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

Extended Protection:Β 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:Β Due to health protection and hygiene requirements under Dutch law, the withdrawal right doesΒ notΒ 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:Β Original factory sealing completely intact
  • Clean and uncontaminated:Β No contact with any substances or foreign materials
  • Complete packaging:Β All protective materials, dividers, and original packaging included
  • Undamaged:Β No chips, cracks, or modifications to glass or plastic items

Consumer Return Shipping and Refunds:

Return Shipping Costs:

  • Your responsibility:Β For change-of-mind returns (capped at standard PostNL rates under Dutch law)
  • Our responsibility:Β For defective, damaged, or incorrectly supplied goods
  • Important note:Β Glass packaging is heavy and fragile, resulting in significant shipping costs

Refund Terms:Β 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 future iDEAL direct bank transfers when available)

Dutch Legal Guarantee - Extended Protection:

Beyond withdrawal rights, Dutch law provides additional protections:

  • Minimum 2-year conformity:Β Products must remain fit for their intended purpose
  • Expected lifespan protection:Β Packaging must function for reasonably expected periods based on quality and price
  • First 6 months presumption:Β Defects appearing within 6 months are presumed to have existed at delivery
  • Free remedies:Β 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 doesΒ notΒ apply to business transactions. All B2B returns require prior authorization and are subject to our commercial terms.

Change-of-Mind Returns (Discretionary):

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

Authorization Process:Β Contact help.nl@thepackstock.com within 7 working days of delivery for return approval

Commercial Terms:

  • Restocking fee:Β 20% of net goods value to cover quality inspection, cleaning, and re-warehousing
  • Condition requirements:Β Original unopened master cartons, cases, or pallets only with factory seals intact
  • Return shipping:Β All costs and transit risks borne by business customer
  • Storage conditions:Β 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:Β Products marked as "Final Sale," "Clearance," or "Non-Returnable" at time of purchase
  • Custom products:Β Printed, embossed, or made-to-specification packaging
  • Opened packages:Β Individual units from multi-packs or opened cases
  • Contaminated items:Β 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:Β Report within 2 working days with photographic evidence
  • Hidden defects:Β Report immediately upon discovery
  • Quantity discrepancies:Β Report within 2 working days with detailed documentation

Consequence of Non-Compliance:Β 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:Β Β±2mm on height and diameter measurements
  • Plastic dimensions:Β Β±3mm on stated measurements
  • Closure threading:Β Β±0.5mm on critical specifications
  • Capacity/volume:Β Β±5% variation from nominal capacity
  • Quantities:Β Β±3% on orders over 1,000 units, Β±2% over 5,000 units
  • Weight variations:Β Β±10% for glass products, Β±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:Β 12 months from delivery date
  • Coverage:Β Manufacturing defects affecting basic functionality
  • Remedy:Β Repair, replacement, or credit at our discretion
  • Exclusions:Β 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
  • Mold 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:Β Full refund or replacement with collection arranged at our expense
  • Business customers:Β Replacement or credit at our discretion with priority processing for business continuity

Section 4: Return Authorization and Process

Step 1 - Request Return Authorization (Mandatory):

Important:Β Do not ship any products without first receiving a Return Authorization (RA) number. Unauthorized 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:Β help.nl@thepackstock.com
  • Phone:Β +31 24 34 42 360
  • Hours:Β Monday-Friday, 09:00-17:00 CET (Closed Saturday, Sunday & holidays)

Step 2 - Receive Return Authorization:

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:Β 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)Β Protonweg 2Β 4706 PK RoosendaalΒ The Netherlands

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

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

Step 5 - Return Processing Timeline:

  • Receipt confirmation:Β Within 2 working days of warehouse delivery
  • Inspection completion:Β Within 5 working days of receipt
  • Decision notification:Β Within 7 working days of receipt
  • Refund processing:Β 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:Β help.nl@thepackstock.com
  • Phone:Β +31 24 34 42 360
  • Business Hours:Β Monday-Friday, 09:00-17:00 CET
  • Closed:Β Saturday, Sunday & Public Holidays

Company Addresses:

Headquarters (Registered Office):Β Berlin Packaging Netherlands B.V. (The Pack Stock) Bijsterhuizen 2401 6604LK Wijchen The Netherlands

Return Warehouse (Shipping Address Only):Β The Pack Stock Warehouse Protonweg 2 4706 PK Roosendaal The NetherlandsΒ (Not a visit address - returns by shipment only)

Legal Registration:

  • Chamber of Commerce (KVK):Β 39087032
  • VAT Number: NL813756285B01

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.nl@thepackstock.com or +31 24 34 42 360. 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:Β https://ec.europa.eu/consumers/odr/

This platform provides access to certified alternative dispute resolution bodies across the European Union for cross-border and domestic e-commerce disputes.

Dutch Consumer Protection:

Consumers may also contact relevant Dutch consumer protection organizations or sector-specific dispute committees for additional assistance with unresolved complaints.

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 Dutch 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 Dutch Civil Code (Burgerlijk Wetboek), EU Consumer Rights Directive 2011/83/EU as implemented in the Netherlands, and all applicable Dutch and EU consumer protection regulations. Nothing in this policy limits your mandatory statutory rights as a consumer under Dutch or EU law.

For questions regarding this policy or to initiate a return, please contact our customer service team at help.nl@thepackstock.com or +31 24 34 42 360 during business hours.