Returns & Refund Policy

Before returning an item

Contact Neopak before sending goods back. Include the order number, product details, quantity and reason for the request.

Damaged or incorrect goods

Report damaged, missing or incorrect goods as soon as reasonably possible after delivery. Keep the products, cartons and packaging available while the issue is reviewed.

Change-of-mind returns

Change-of-mind returns require prior approval. Goods must generally be unopened, unused, undamaged, in saleable condition and returned within the approved timeframe.

Delivery and return costs may not be refundable for change-of-mind returns.

Non-returnable products

• Custom-made, printed or specially sourced products
• Opened food-contact packaging where hygiene or resale is affected
• Clearance products marked as final sale
• Goods damaged after delivery through misuse or unsuitable storage

Refund timing

Approved refunds are processed after the returned goods or supporting evidence have been reviewed. Bank processing times may vary.