Refund Policy

1. Scope and Application

This Returns & Refunds Policy applies to purchases made from TMEC UK Limited, trading as Packsealer (“we”, “us”, “our”), by customers acting in the course of business (“Business Customers”).

By placing an order, the customer confirms that they are not acting as a consumer and that the purchase is wholly or mainly for business purposes.

2. No Automatic Right to Return

Business Customers do not have an automatic right to return goods or cancel an order once it has been accepted by us, except where goods are faulty, misdescribed, or otherwise in breach of statutory obligations.

Any acceptance of returned goods is at our sole discretion.

3. Condition of Returned Goods

Where a return is authorised:

  • Goods must be unused, undamaged, and in the original packaging
  • We reserve the right to inspect and test returned items before approving any refund
  • Goods showing signs of use, installation, commissioning, or damage may be rejected or refunded at a reduced amount

4. Configured, Bespoke and Made-to-Order Machinery

Goods that are configured, customised, modified, or made to order to the customer’s specification cannot be cancelled or returned once the order has been accepted or configuration work has commenced.

This includes (without limitation):

  • Machines configured for specific voltages, formats, materials, or outputs
  • Software, control settings, or mechanical adaptations carried out at the customer’s request
  • Any equipment that cannot reasonably be resold as new

5. Restocking Charges

Where we agree to accept the return of standard (non-configured) stock items, we reserve the right to apply a restocking charge of up to 25% of the purchase price.

The restocking charge reflects reasonable costs including (but not limited to):

  • Handling and inspection
  • Testing and safety checks
  • Repackaging
  • Administrative costs
  • Loss of resale value

No restocking charge will apply where goods are returned due to being faulty, misdescribed, or not fit for purpose.

6. Return Carriage and Risk

Unless otherwise agreed in writing:

  • All return carriage costs are the responsibility of the customer
  • The customer bears the risk of loss or damage in transituntil goods are received and inspected by us
  • Original outbound delivery charges are non-refundable

We recommend that returns are sent using a tracked and insured service.

7. Faulty or Misdescribed Goods

If goods are faulty, damaged on delivery, or not as described, the customer must notify us promptly and before returning the goods.

Where a valid claim is accepted, we will:

  • Repair or replace the goods, or
  • Issue a refund, at our discretion, in accordance with applicable law

No restocking charge will apply in these circumstances.

8. Refund Processing

Approved refunds will be processed to the original payment method once returned goods have been received, inspected, and approved.

Refunds will reflect:

  • Any applicable restocking charges
  • Any damage or reduction in value
  • Exclusion of original delivery charges (unless legally required)

9. Sale Items and Discounted Purchases

Goods purchased on promotion or with a discount voucher are refundable only for the amount actually paid, and only where a return has been expressly authorised.

10. Services and Non-Physical Products

Services, digital products, software licences, and similar non-physical items are non-refundable once performance has begun, unless otherwise agreed in writing or required by law.