Refund & Cancellation Policy

Order-specific terms

Paczen is an enquiry-led B2B catalogue with no online checkout. Payment, cancellation, return and refund terms for a supply order are confirmed in the accepted quote, subject to applicable rights. This page does not impose a blanket no-refund rule or replace rights that cannot be excluded.

Damaged, incorrect or missing goods

Contact us as soon as an issue is identified. Include your quote or order reference, SKU, affected quantity, a description of the problem and photographs of the goods, packaging and shipping labels. Report shortages with the received carton or unit count.

Keep the affected goods and packaging available for assessment. Set aside items that may be damaged or unsuitable for food use. We may ask for further information to distinguish a supply issue, transit damage or product-use concern.

Returns and resolution

After reviewing the issue, we will discuss the appropriate next step, which may include return, replacement, a credit or a refund where warranted under the order terms and applicable rights. Raising a request does not itself confirm a particular outcome.

Confirm return authorisation, destination, packaging and freight arrangements with us before sending goods. Any agreed refund amount, method and processing expectations will be communicated for the specific case; there is no universal refund deadline stated here.

Cancellation or changes

Send cancellation or amendment requests promptly, identifying the order and the change requested. Acceptance depends on the accepted quote and the stage of procurement, production, packing or dispatch, subject to applicable rights.

Custom, printed, made-to-order or specially sourced goods may already involve committed work or materials. Cancellation, changes and any related costs must be reviewed and accepted for that order. Do not assume an enquiry or cancellation message has been accepted until we confirm it.

Selection and suitability questions

Confirm dimensions, capacity, lid type and intended handling before ordering, and discuss samples where needed. If goods match the accepted specification but you wish to change the selection, contact us to discuss whether an exchange or return can be agreed. This does not affect rights relating to defective, misdescribed or incorrectly supplied goods.