InteliPAK Shipping & Returns Policy
Last updated: September 2026
Our trading address is:
InteliPAK
54 Bridge Street
Glasgow
G5 9HU
United Kingdom
This Shipping & Returns Policy applies to orders placed through intelipak.co.uk (“Website”).
By placing an order through our Website, you agree to the terms set out below. This policy is designed to provide clear information about dispatch, delivery, cancellations, returns and refunds.
Nothing in this policy affects any statutory rights that you may have as a consumer.
1. Stock Availability
All orders are subject to stock availability.
We make every reasonable effort to ensure that stock information displayed on our Website is accurate. Occasionally, however, an item may become unavailable after an order has been placed.
If we are unable to supply all or part of your order, we will contact you as soon as reasonably possible and offer an appropriate solution, which may include:
- waiting for the item to return to stock;
- receiving the available items separately;
- selecting an alternative product; or
- receiving a refund for the unavailable item.
We will not substitute an unavailable product without your agreement.
2. Shipping Costs
Delivery charges are calculated during checkout based on factors including the size, weight and delivery destination of the order.
The applicable delivery charge will be clearly displayed before payment is completed.
InteliPAK currently offers free standard delivery on qualifying orders over £100, subject to the delivery options, destination and any exclusions shown at checkout. Your Website currently states that prices include VAT.
Any additional delivery charges that apply to remote locations, unusually large orders or specialist deliveries will be shown at checkout or agreed with you before dispatch.
3. UK Delivery
3.1 Dispatch Times
Orders for products that are in stock are normally dispatched within 1 working day after payment has been received.
Our warehouse operates Monday to Friday, excluding UK public holidays.
Orders placed during weekends or public holidays will normally begin processing on the next working day.
Dispatch times are estimates and may occasionally be affected by unusually high order volumes, stock issues, courier disruption or circumstances outside our reasonable control.
3.2 Standard Delivery Times
Standard UK mainland deliveries are normally expected to arrive within approximately 2–4 working days after dispatch.
Delivery times are estimates rather than guaranteed delivery dates unless a specific guaranteed service has been purchased and confirmed.
Deliveries to areas including the Scottish Highlands, islands, Northern Ireland and other remote locations may take longer.
3.3 Express Delivery
Where an express or next-day delivery service is available, the relevant option and price will be displayed at checkout.
Orders must meet any applicable order cut-off time to qualify for same-day dispatch.
Express delivery services may not be available to all UK postcodes.
4. International Delivery
International delivery may be available to selected countries and destinations.
Delivery charges and estimated transit times will depend on the destination, parcel size, weight and courier service selected.
International orders will normally display available delivery options at checkout or these will be confirmed separately by InteliPAK.
International deliveries may be subject to customs clearance, which can cause delays outside InteliPAK's control.
5. VAT, Customs Duties and Import Taxes
For UK orders, VAT will be charged and displayed in accordance with the applicable VAT rules and the pricing information shown on our Website.
For international orders, customs duties, import VAT, taxes or other charges may be imposed by the destination country.
Unless we specifically state that these charges are included in your order, the recipient is responsible for any applicable customs duties, taxes and import charges.
InteliPAK cannot control charges imposed by overseas customs authorities.
Customers placing international orders should check the applicable import requirements before ordering.
If an international order is refused because the recipient does not pay applicable import charges, any refund will be subject to the goods being returned to us and may be reduced by reasonable shipping or return costs where legally permitted.
6. Tracking
Where tracking is available, customers will receive tracking information once their order has been dispatched.
Tracking information is supplied by the courier and may take a short period of time to become active after dispatch.
If you have not received tracking information or believe there is a problem with your delivery, please contact us.
7. Delivery Addresses
Customers are responsible for providing a complete and accurate delivery address when placing an order.
If you need to change your delivery address, please contact us as soon as possible.
We will make reasonable efforts to amend the address if the order has not yet been dispatched. However, we cannot guarantee that an address can be changed once an order has entered the dispatch process.
Once an order has been dispatched, changes may be subject to the courier's rules and may incur additional charges.
8. PO Box Addresses
Delivery to PO Box addresses may not be available for all products or courier services.
If you require delivery to a PO Box, please contact us before placing your order so that we can confirm whether delivery is possible.
9. Delayed Deliveries
If your delivery has not arrived within the expected delivery period, please contact us so that we can investigate with the courier.
Courier delays can occasionally occur due to weather, operational disruption, peak periods or circumstances outside our reasonable control.
Where you are purchasing as a consumer, your statutory rights relating to delivery are unaffected.
Unless a different delivery period has been agreed, UK distance-selling rules generally require goods sold to consumers to be delivered within 30 days.
10. Lost Parcels
If you believe your order has been lost in transit, please contact us as soon as possible.
We will investigate the shipment with the relevant courier.
Where a parcel is confirmed as lost, we will arrange an appropriate replacement or refund, depending on the circumstances and your applicable rights.
A courier investigation will not remove or reduce any statutory rights you may have as a consumer.
11. Parcels Damaged in Transit
Please inspect your delivery as soon as reasonably possible after receiving it.
If a parcel is visibly damaged when it arrives, you may refuse the delivery where reasonably practical.
If you discover damage after accepting the delivery, please contact us as soon as possible and provide:
- your order number;
- details of the damaged products; and
- photographs of the packaging and damaged goods where possible.
This information helps us investigate the issue with the courier and resolve the matter quickly.
Accepting a parcel from a courier does not remove any statutory rights you may have in relation to damaged or faulty goods.
12. Incorrect, Faulty or Damaged Products
If you receive a product that is:
- faulty;
- damaged;
- materially different from its description; or
- different from the product you ordered,
please contact us as soon as possible.
Depending on the circumstances, we may arrange a replacement, repair, refund or another appropriate remedy.
For consumers, this section is in addition to your statutory rights under UK consumer law. Businesses must not use contractual terms to remove consumer rights relating to faulty or misdescribed goods.
13. Consumer Right to Cancel Online Orders
This section applies where you are purchasing as a consumer, meaning you are acting wholly or mainly outside your trade, business, craft or profession.
For most standard products purchased online, you have the right to cancel your order without giving a reason.
You must notify us that you wish to cancel within 14 days of receiving the goods.
Once you have notified us, you then have a further 14 days to return the goods.
To exercise your right to cancel, contact us at:
Please include your name and order number.
UK rules provide this 14-day cancellation period for most online consumer purchases.
14. Consumer Refunds Following Cancellation
Where a consumer validly exercises their statutory cancellation right, we will refund:
- the price paid for the returned goods; and
- the cost of the least expensive standard delivery option offered by us, where applicable.
If you selected a more expensive delivery option, such as express delivery, we are not required to refund the additional amount above the standard delivery cost.
Refunds will normally be made to the original payment method, unless another method has been expressly agreed.
We may withhold the refund until we have received the goods back or you have provided evidence that the goods have been returned, where permitted by law.
The regulations generally require reimbursement within 14 days of receiving the returned goods, or evidence that the goods have been sent back where that is earlier.
15. Return Shipping Costs
For a change-of-mind return, the customer is responsible for arranging and paying the cost of returning the goods unless:
- InteliPAK has agreed otherwise;
- the item is faulty, damaged or incorrect and we are responsible for the return; or
- applicable law requires us to cover the cost.
We recommend using a tracked delivery service when returning goods because you remain responsible for ensuring that the return reaches us.
16. Our 30-Day Returns Policy
In addition to any statutory rights available to consumers, InteliPAK offers a 30-day returns period for eligible standard stock products.
To qualify for a return under this additional policy, the goods should normally be:
- returned within 30 days of receipt;
- unused;
- in a clean and resalable condition; and
- returned with their original packaging where reasonably possible.
Please contact us before sending a return so that we can provide appropriate return instructions.
This additional returns policy does not reduce any statutory rights available to consumers.
Where a return is made outside the statutory consumer cancellation period but within our voluntary 30-day returns period, original delivery charges will not normally be refunded unless the goods are faulty, damaged, incorrect or we are otherwise legally required to refund them.
17. Handling Returned Goods
Consumers are entitled to inspect products 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 this results in a reduction in value, we may make an appropriate deduction from the refund where permitted by law.
Consumers cannot simply be denied their statutory cancellation right solely because an item has been removed from its outer packaging.
18. Custom, Printed and Personalised Packaging
This section is particularly important for orders involving:
- custom printed coffee cups;
- personalised pizza boxes;
- branded greaseproof paper;
- printed bags;
- custom labels or stickers;
- branded food packaging; and
- any other product manufactured or printed specifically to your requirements.
Products that are made to a customer's specifications or are clearly personalised are generally excluded from the statutory consumer change-of-mind cancellation right.
Once artwork has been approved and production has commenced, custom or personalised products cannot normally be cancelled, returned or refunded simply because you have changed your mind.
If you wish to cancel a custom packaging order before production has begun, contact us immediately. We may be able to cancel the order at our discretion depending on the stage of artwork, materials procurement and production.
This exclusion does not affect your rights if custom products are faulty, damaged, materially different from the approved specification or otherwise not supplied in accordance with the contract.
19. Hygiene-Sensitive Products
Certain sealed products may not be suitable for return after opening for genuine health protection or hygiene reasons.
Where the relevant statutory exception applies, change-of-mind cancellation rights may cease once the sealed packaging has been opened.
This does not affect your rights in relation to faulty, damaged or incorrectly supplied products. UK guidance recognises an exception for sealed items that cannot reasonably be returned for health or hygiene reasons once opened.
20. Business Customers
Many InteliPAK customers purchase products for use in cafés, restaurants, takeaways, hospitality businesses and other commercial organisations.
Where you purchase goods wholly or mainly for business purposes, statutory consumer cancellation rights may not apply.
Business customers may nevertheless request a return under InteliPAK's voluntary 30-day returns policy, subject to the conditions in this policy.
Custom or personalised orders remain subject to the separate terms in Section 18.
21. Cancelling an Order Before Dispatch
For standard stock products, you may request cancellation at any time before the order has been dispatched.
Please contact us as soon as possible.
If the order has already been dispatched, it will normally need to be dealt with under the relevant returns provisions above.
For custom or personalised products, cancellation will depend on the stage of artwork approval and production as explained in Section 18.
22. Refund Processing
Once a return has been received and approved, we will process the applicable refund as soon as reasonably possible.
Unless otherwise agreed or permitted by law, refunds will be issued to the original payment method used for the purchase.
The time taken for the refunded amount to appear in your account may depend on your bank or payment provider.
23. Returns Address
Do not return goods without first contacting us, as some products may need to be returned to a specific location.
Please contact our team for return instructions:
Email: info@intelibee.co.uk
Telephone: 0141 739 4736
Our trading address is:
InteliPAK
54 Bridge Street
Glasgow
G5 9HU
United Kingdom
24. Customer Service
For questions concerning shipping, deliveries, returns or refunds, please contact:
Email: info@intelibee.co.uk
Telephone: 0141 739 4736
We will aim to resolve enquiries as quickly and fairly as possible.
