Customer service and support: Refunds, Returns and Warranty


Cancellation of Order

  • If you are contracting as a consumer, you may cancel a Contract at any time within seven working days, beginning on the day after you received the Goods. In this case, you will receive a full refund of the price paid for the Goods in accordance with our refunds policy below.
  • To cancel a Contract, you must inform us in writing. You must also return the Product(s) to us immediately, in the same condition in which you received them, and at your own cost and risk. You have a legal obligation to take reasonable care of the Goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
  • You may normally cancel your order (once accepted by Europac) for any reason up to the point of dispatch. If you do cancel the contract within this time any payments made by you will be refunded in full within 30 days.
  • If you wish to cancel your order please notify us by email to before we have dispatched the goods to you. Please state 'Cancel' in the email subject header title to request a Returns Number. Please do not return goods before you have received a Returns number from Europac.

Refunds Policy

  • When you return a Product to us:
    • because you have cancelled the Contract between us within the seven-day cooling-off period (see cancellation of Order above), we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation. In this case, we will refund the price of the Goods in full, including the cost of sending the item to you. However, you will be responsible for the cost of returning the item to us; or
    • for any other reason, we will examine the returned Goods and will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the Goods.
  • If for any reason your Goods do not reach you in perfect condition, please contact us at within 3 days of receipt and we will arrange for a replacement. Please state 'Faulty' as the subject title to request a Returns Number. Please do not return goods before you have received a Returns number from Europac.
  • Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.
  • We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

Warranty

  • Europac warrants that the Goods sold as new or unused will at the time of delivery, be free from any defects due to faulty material or bad workmanship. Any complaint shall be made in writing within 3 days of receipt of Goods.
  • The performance of the Goods where installed in the UK are further warranted for either a period of 12 months from the date of the Europacís invoice, or up to the point when the Goods have consumed a significant proportion of their duty life limit, namely 75% of MTTF (BS-4778-Pt.3/5760), whichever be the earlier and only providing that the Goods have been used strictly in accordance with the limitations of Europacís specification. In the case of non UK installed Goods the warranty period shall either be 12 months from the date of commissioning, or 15 months from arrival of the Goods at the Port of Entry in the End-userís country, or upto 75% of MTTF, whichever be the earlier.
  • In the event of any warranty breach Europac shall at its option and expense either rectify or replace the Goods proved so to have been defective or credit the Buyer with the price of such Goods and providing the Buyer returns the Goods CARRIAGE PAID to Europacís works. This undertaking shall not apply to Goods that have their possibilities of inspection limited or cannot be rectified due to the Customerís usage (e.g. unsafe installations or hazardous contamination).
  • Rectified or replacement Goods for UK installations will be made available to the Buyer on an EXW basis. For non UK installations not withstanding the terms of supply of the original Contract and unless as may be otherwise specified by Europac in writing, these will be made available to the Buyer on an EXW basis.
  • The above warranties are given by Europac subject to the following Conditions:-
    • Our liability for losses you suffer as a result of us breaking this is strictly limited to the purchase price of the Goods you purchased and any losses which are reasonable foreseeable consequence of us breaking the agreement. Losses are reasonable foreseeable where they could be contemplated by you and us at the time your order is accepted by us.
    • Europac shall be under no liability in respect of any defect in the Goods, arising from any drawing, design or specification supplied by the Buyer.
    • Europac shall be under no liability in respect of any defect arising from fair wear and tear, wilful damage, negligence, abnormal working conditions, failure to the follow the instructions (whether oral or in writing), misuse or alteration or repair of the Goods without the Europacís approval.
    • Europac shall be under no liability under the above warranties (or any other warranty, condition or guarantee) if the total price of the Goods has not been paid by the due date for payment.
  • This does not include or limit in any way our liability:
  • For death or personal injury caused by our negligence;
  • Under section 2(3) of the Consumer Protection Act 1987;
  • For fraud or fraudulent misrepresentation; or
  • For any deliberate breaches of these Terms by us that would entitle you to terminate the contract between us.
  • For any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.
  • We are not responsible for indirect losses which happen as a side effect of the main loss or damage and which are not foreseeable by you and us and even if such losses result from a deliberate breach of these Terms by us that would entitle you to terminate the contract between us, including but not limited to:
    • loss of income or revenue
    • loss of business
    • loss of profits or contracts
    • loss of anticipated savings
    • loss of data, or
    • waste of management or office time however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable;
    provided that this provision shall not prevent claims for loss of or damage to your tangible property that fall within the terms of clause or any other claims for direct financial loss that are not excluded by any of categories (a) to () inclusive of this clause .

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