Last updated: 05/05/26

At OPRA Packaging, we want our customers to order with confidence. This Refunds & Returns Policy explains how returns, refunds, damaged items, and cancellations are handled when purchasing from our website.

This policy applies to products purchased directly from OPRA Packaging through this website.

1. Your right to cancel

If you are buying as a consumer online, you may have the right to cancel your order within 14 days of receiving your goods.

To cancel an order, you must contact us within 14 days of receiving your goods and clearly state that you wish to cancel.

Once you have told us you wish to cancel, you then have a further 14 days to return the goods to us.

2. Returning goods

Returned products must be:

• unused;
• unopened;
• in their original packaging;
• in a clean and resaleable condition;
• returned with any relevant order details or proof of purchase.

We reserve the right to refuse a refund or reduce the refund amount if goods are returned used, damaged, incomplete, opened, or not in a resaleable condition.

3. Products that cannot be returned

Some products may not be suitable for return unless they are faulty, damaged, or incorrectly supplied.

This may include:

• opened hygiene-sensitive products;
• products that have been used or handled beyond what is necessary to inspect them;
• custom, bespoke, personalised, or made-to-order products;
• products supplied to a customer-specific specification;
• items that are no longer in resaleable condition.

This does not affect your statutory rights.

4. Faulty, damaged, or incorrect items

If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible.

Please include:

• your order number;
• a description of the issue;
• clear photographs of the product, packaging, and delivery label where relevant.

If the product is confirmed to be faulty, damaged in transit, or incorrectly supplied, we will arrange an appropriate solution. This may include a replacement, refund, or other suitable resolution.

5. Return postage

For change-of-mind returns, you are responsible for the cost of returning the goods to us unless we agree otherwise.

If the item is faulty, damaged, or incorrectly supplied, we will advise you on the return process and any applicable return postage arrangements.

We recommend using a tracked delivery service when returning goods, as we cannot be responsible for returned items that are lost in transit.

6. Refunds

Once we receive and inspect the returned goods, we will confirm whether a refund has been approved.

Approved refunds will be processed to the original payment method.

Refunds will usually be processed within 14 days of receiving the returned goods, or within 14 days of receiving evidence that the goods have been returned.

Original delivery charges may be refunded where required by law. Additional delivery upgrades, such as express delivery, may not be refunded beyond the standard delivery cost.

7. Business customers

Where goods are purchased by a business, trade customer, organisation, or institution, different terms may apply.

Business customers should contact us directly to discuss returns, replacements, or order issues. We will always aim to deal with matters fairly and practically, but change-of-mind cancellation rights may not apply in the same way as they do for consumer purchases.

8. How to request a return

To request a return, please contact us using the details below:

Email: hello@oprapackaging.co.uk
Phone: 01922 725081
Address: OPRA Packaging Limited
Unit 16, Fairground Way, Walsall,
West Midlands WS1 4NU

Please include your order number and the reason for your return request.