Your right to return products we have sold to you will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end your contract with us.
14-day right to return
For most products bought online you have a legal right to change your mind within 14 days after delivery and receive a refund (although you will have to pay the costs of return of any goods). You do not have the right to change your mind if the products have been unsealed after you receive them.
Faulty / misdescribed goods
If what you have bought is faulty or misdescribed you may have a legal right to end the contract with us and return the products purchased (or to get the product replaced or to get some or all of your money back).
If you are a consumer we are under a legal duty to supply products that are in conformity with our contract with you. See below for a summary of your key legal rights in relation to the products. Nothing in our terms will affect your legal rights.
Summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
a) Up to 30 days: if your product is faulty, then you can return the goods and get an immediate refund.
b) Up to six months: you may ask for the products you purchased to be replaced. If this is not possible, you will still be entitled to return the goods and receive a full refund, in most cases.
c) Up to six years: if your products do not last a reasonable length of time you may be entitled to return them and receive some money back.
Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them or post them back to us. We will pay the costs of postage in the form of a refund once the products are returned to us. Please email customer services at email@example.com for a return label or fill out the return label included within your order.
Other reasons for returning products
If you would like to return a product to us for a reason set out at (a) to (e) below, the contract between us will end immediately, and we will refund you in full for any products once they have been returned to us. The reasons are:
a) we have told you about a change to the product or our terms which you do not agree to;
b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
c) there is a risk that supply of the products may be significantly delayed because of events outside our control;
d) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons; or
e) you have a legal right to end the contract with us and return the goods because of something we have done wrong.
Returning your products to us
To discuss returning the products you have bought to us, please refer to the base of the page for a downloadable return note or email customer services at firstname.lastname@example.org to have one sent to you. Please provide all relevant information including your order number and the reason for your return and enclose when returning your items to us.
If you end the contract with us for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the goods in person to where you bought them or fill out the return label included within your order and post the product(s) back to us at Aver, c/o PA Packaging Solutions Limited, Benwick Road Industrial Estate, Benwick Road, Whittlesey, PE7 2HD. Please email customer services at email@example.com for a return label in the event of loss or damage. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
We will pay the costs of return:
a) if the products are faulty or misdescribed; or
b) if you are ending the contract because we have told you of a change to the product or our terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
If you are exercising your right to change your mind:
a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the product back from you.
Please find below a link to download our return note. Please enclose when returning your goods.