Returns & Refunds Policy

Last updated: September 2026

At InteliPAK, we want our customers to be satisfied with their orders. This policy explains how returns, cancellations, damaged goods and refunds are handled for purchases made through intelipak.co.uk.

Nothing in this policy affects any statutory rights you may have as a consumer.

1. Contacting Us About a Return

Before returning any goods, please contact our team at:

Email: info@intelibee.co.uk

Please include your:

name;
order number;
product(s) you wish to return; and
reason for the return.

Where applicable, we will provide instructions for returning the goods.

Please do not send goods back without contacting us first, as some orders may need to be returned to a specific location.

2. Our 30-Day Returns Policy

In addition to any statutory rights available to consumers, InteliPAK offers a 30-day returns period on eligible standard stock products.

If you change your mind about an eligible product, please contact us within 30 days of receiving your order.

For returns made under our voluntary returns policy, products should normally be:

unused;
undamaged;
in a clean and resalable condition; and
returned in their original packaging where reasonably possible.

This additional 30-day policy does not reduce any statutory rights available to consumers.

3. Consumer Cancellation Rights

If you are purchasing as a consumer, meaning you are acting wholly or mainly outside your trade or business, you have additional rights when purchasing online.

For most standard products, you may cancel your order without giving a reason by notifying us within 14 days of receiving the goods.

After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.

UK online-shopping rules provide these cancellation rights for most consumer purchases.

To cancel, contact:

info@intelibee.co.uk

and provide your name and order number.

4. Condition of Returned Goods

Consumers are entitled to inspect goods in a similar way to how they could reasonably inspect them in a physical shop.

If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality, and their value has been reduced as a result, we may make an appropriate deduction from the refund where legally permitted.

For returns made under InteliPAK's additional 30-day returns policy rather than statutory cancellation rights, we reserve the right to refuse products that have been used, damaged or are no longer in a resalable condition.

5. Custom, Branded and Personalised Packaging

Custom or personalised products are treated differently from standard stock products.

This includes products such as:

custom printed coffee cups;
branded pizza boxes;
printed greaseproof paper;
branded paper bags;
printed stickers and labels;
custom printed food packaging; and
other products manufactured or printed specifically to your requirements.

Once artwork has been approved and production has commenced, custom-made or personalised products cannot normally be cancelled, returned or refunded because you have changed your mind.

UK consumer cancellation rules generally exclude goods that are genuinely made to the customer's specification or clearly personalised.

If you wish to cancel a custom order before production has started, please contact us immediately. Whether cancellation is possible will depend on the stage of artwork preparation, materials procurement and production.

This does not affect your rights if the products supplied are faulty, damaged, incorrectly produced or materially different from the specification or artwork you approved.

6. Damaged, Faulty or Incorrect Goods

Please inspect your order as soon as reasonably possible after delivery.

If your order arrives:

damaged;
faulty;
materially different from its description;
incorrectly manufactured; or
containing the wrong products,

please contact us as soon as possible at info@intelibee.co.uk.

Please provide your order number and, where possible, photographs showing the issue.

We will review the problem and arrange an appropriate remedy, which may include a replacement, refund or other solution depending on the circumstances.

For consumer purchases, faulty or misdescribed goods are protected by statutory consumer rights. Consumers generally have a 30-day short-term right to reject faulty goods and receive a refund, with additional repair/replacement rights potentially applying after that period.

7. Return Shipping Costs

Change-of-mind returns

Where you are returning an item because you have changed your mind, you will normally be responsible for arranging and paying the return delivery cost.

We recommend using a tracked service and retaining proof of postage.

Faulty, damaged or incorrect goods

If the goods are faulty, damaged, incorrectly supplied or we are otherwise responsible for the return, please contact us before sending the products back.

Where appropriate, InteliPAK will arrange or reimburse reasonable return delivery costs.

8. Refunds

Once returned goods have been received and inspected, we will notify you of the outcome.

If your return is approved, the applicable refund will normally be issued to the original payment method.

For statutory consumer cancellations, refunds will normally include the price of the returned goods and the cost of our least expensive standard outbound delivery service where applicable.

If you originally selected a more expensive delivery service, such as express delivery, we are not required to refund the additional amount above the standard delivery charge.

Where consumer cancellation rights apply, refunds must generally be made within 14 days of receiving the returned goods, or receiving evidence that the goods have been sent back where applicable.

After we have processed a refund, it may take several working days for your bank or payment provider to make the funds available in your account.

9. Exchanges

If you would like a different standard stock product, please contact us.

In many cases, the quickest method is to:

return the original eligible product; and
place a separate order for the replacement product.

Where a product was supplied incorrectly or is faulty, please contact us before placing another order so we can resolve the issue.

10. Original Delivery Charges

For voluntary change-of-mind returns made outside applicable statutory consumer cancellation rights, original delivery charges are normally non-refundable.

Where a consumer validly exercises their statutory online cancellation right, the cost of the least expensive standard delivery option offered by InteliPAK will normally be refunded as required by law.

11. Business Customers

InteliPAK primarily supplies businesses within the food service, hospitality and related industries.

If you purchase goods wholly or mainly for business purposes, statutory consumer cancellation rights will not normally apply.

Eligible standard products may nevertheless be returned under InteliPAK's voluntary 30-day returns policy, subject to the conditions described above.

Custom, branded and personalised products are subject to Section 5 of this policy.

Any separate commercial terms agreed with a trade, wholesale or contract customer may take precedence over this voluntary returns policy where applicable.