REFUND POLICY

1. Overview

At M.Z.K. LOGISTICS LIMITED, we aim to provide customers with a clear and straightforward return, exchange, and refund process for our packaging products.

We supply packaging materials to customers across Europe, including shipping boxes, cardboard cartons, bubble wrap, stretch film, packing tape, shipping labels, and other packaging supplies for shipping, storage, transportation, e-commerce fulfilment, removals, and commercial distribution.

This Return and Refund Policy explains the conditions for returning products, requesting exchanges, receiving refunds, and reporting damaged, defective, incorrect, or missing items.

Our policy applies to purchases made through our website, subject to applicable consumer protection laws. Nothing in this policy excludes, limits, or replaces any mandatory statutory rights available to customers in the United Kingdom or other applicable European jurisdictions.

2. Business and Return Contact Information

For all return, exchange, cancellation, and refund requests, please contact us using the details below.

Company Name: M.Z.K. LOGISTICS LIMITED

Return Address:

M.Z.K. LOGISTICS LIMITED
86 Colinton
Skelmersdale, England, WN8 9AE
United Kingdom

Customer Service Email: info@mzk-logistics.shop

Telephone: +44 7845 753147

Please contact us before sending a return. We will provide instructions regarding the return procedure and any information needed to identify your order.

Please note that the address above is the designated return address for this policy. Before publishing, the business should confirm that this address can receive returned parcels.

3. Return Eligibility and Timeframe

3.1 Standard Return Period

We offer a voluntary return period of 30 days from the date of delivery for eligible products purchased through our website.

To qualify for a standard change-of-mind return under this voluntary policy, customers should:

• Contact us within 30 days of receiving the goods.
• Provide the original order number and relevant product details.
• Return the products in a suitable condition for inspection.
• Include the original accessories, components, and packaging where reasonably available.
• Follow the return instructions provided by our customer service team.

Products should be unused and in their original condition wherever reasonably possible. Customers may inspect products as they would in a shop.

Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics, or functioning, any lawful deduction for diminished value will be assessed in accordance with applicable law.

The voluntary 30-day return period does not replace or restrict statutory cancellation rights or legal remedies for faulty, damaged, misdescribed, or non-conforming goods.

3.2 Statutory Cancellation Rights

For eligible consumer purchases made online, UK consumers generally have the right to cancel within 14 days of receiving the goods without giving a reason, subject to applicable legal exceptions.

After notifying us of the cancellation, consumers generally have a further 14 days to return the goods.

Where a consumer exercises a valid statutory cancellation right, refunds will be handled in accordance with applicable law, including the rules governing standard delivery charges, return shipping costs, and refund deadlines.

Customers in other European countries may have additional or different mandatory rights depending on the applicable national legislation.

3.3 Products That May Not Qualify for a Voluntary Change-of-Mind Return

A product may be ineligible for a voluntary change-of-mind return where:

• It has been substantially used, damaged, or altered by the customer beyond reasonable inspection.
• It is incomplete or missing essential components supplied with the original order.
• The customer cannot provide sufficient information to identify the purchase.
• The request falls outside the applicable voluntary return period and no statutory right or other agreed arrangement applies.

These conditions do not remove any mandatory rights relating to faulty, damaged, incorrectly supplied, or misdescribed goods.

We will assess return requests fairly and in accordance with applicable consumer protection law.

4. Conditions for Faulty, Damaged, or Incorrect Products

If a product arrives damaged, defective, incomplete, or different from the item ordered, please contact us as soon as reasonably possible.

Please provide the following information to help us investigate:

• Your order number.
• The name or description of the affected product.
• A clear explanation of the problem.
• Photographs of the product, parcel, or packaging, where available.

We may request additional information where reasonably necessary to assess the issue.

Depending on the circumstances and applicable law, available remedies may include a replacement, exchange, repair where appropriate, refund, or another legally required solution.

Where the return is necessary because of our error, a defective product, damage for which we are responsible, or an incorrect shipment, we will arrange or cover reasonable return shipping costs as appropriate under applicable law.

Customers will not lose their statutory rights merely because they did not report an issue immediately, although prompt notification can help us investigate and resolve the matter efficiently.

5. How to Request a Return

Please follow the steps below to initiate a return.

Step 1: Contact Customer Service

Email info@mzk-logistics.shop with the subject line “Return Request” and include your order number.

Please identify the products you wish to return and explain whether the request concerns a change of mind, a damaged product, an incorrect shipment, or another issue.

Step 2: Receive Return Instructions

Our customer service team will review your request and explain the applicable return procedure, including any relevant shipping instructions.

Where additional information is needed, we may contact you before confirming the next steps.

Step 3: Prepare the Products

Pack the products securely to help prevent damage during transportation. Include the relevant components and accessories supplied with the order where applicable.

Please include your order number or another clear order reference inside the parcel or attach it securely to the return documentation.

Step 4: Send the Return

Send the parcel to the return address provided in Section 2, unless we provide different written instructions.

We recommend using a tracked delivery service and retaining the shipping receipt or proof of postage.

For statutory cancellations, consumers should return the goods without undue delay and within the applicable legal return period.

Step 5: Return Inspection

After receiving the returned products, we will inspect their condition and confirm the appropriate next steps.

Inspection is intended to establish the condition of the returned goods and determine the remedy available under this policy and applicable law. It will not be used to delay or refuse a refund where a statutory entitlement already applies.

6. Return Shipping Costs

Return shipping costs depend on the reason for the return.

6.1 Change-of-Mind Returns

For voluntary returns made because a customer has changed their mind, the customer is responsible for the direct cost of returning the goods, provided this responsibility was disclosed as required by law.

For eligible statutory cancellations, return shipping costs will be handled in accordance with the applicable consumer cancellation rules and any return-cost information provided before purchase.

6.2 Faulty, Damaged, or Incorrect Products

Where a return is necessary because the goods are faulty, damaged in circumstances for which we are responsible, incorrectly supplied, or otherwise non-conforming, we will cover or reimburse reasonable return shipping costs as required by applicable law.

Please contact us before arranging a return so that we can explain the appropriate shipping procedure.

We will not require customers to bear return costs where doing so would unlawfully restrict their statutory rights.

7. Refund Eligibility and Processing

Refunds are assessed according to the reason for the return, the condition of the goods, the order details, and applicable consumer protection law.

A refund may be available in circumstances including:

• An eligible change-of-mind return.
• A valid statutory cancellation.
• A product that arrives damaged or defective.
• An incorrect product supplied.
• An order cancelled by us after payment has been collected.
• Another circumstance in which a refund is required by law or agreed with the customer.

Where a refund is approved, it will generally be issued to the original payment method used for the purchase.

If the original payment method is no longer available, please contact us. Any alternative arrangement will be considered subject to payment provider requirements and applicable law.

Refund Processing Time

Once a return has been received and the relevant refund entitlement has been confirmed, we aim to initiate eligible refunds within 3–5 business days.

However, the statutory refund deadline takes precedence over this service target. For eligible UK consumer cancellations, the refund must generally be made without undue delay and no later than 14 days after we receive the returned goods or, where applicable, receive evidence that the goods have been sent back.

Other refund situations may be subject to different legal deadlines.

After we initiate a refund, the time required for the funds to appear in your account depends on your bank, card issuer, or payment provider. We cannot guarantee the exact date on which an external financial institution will post the funds.

Amount Refunded

For eligible statutory cancellations, the refund generally includes the price paid for the goods and the cost of standard outbound delivery, subject to applicable law. If the customer selected a more expensive delivery option, we may only be required to refund the cost of the least expensive standard delivery option offered.

Where legally permitted, a deduction may be made for diminished value resulting from handling beyond what was reasonably necessary to inspect the goods.

We will not impose an unlawful administration fee or other prohibited charge for exercising a statutory refund right.

8. Exchange Policy

Customers may request an exchange for an eligible product, subject to availability and applicable consumer rights.

Exchanges may be considered for circumstances such as:

• Selecting a different size or specification where alternatives are available.
• Receiving an incorrect product.
• Receiving a damaged or defective product.
• Another exchange arrangement approved by our customer service team.

Exchange Conditions

To request an exchange, please contact us within 30 days of delivery for the voluntary exchange policy, unless a longer period or different remedy is required by law.

The returned product should be unused and in suitable condition for inspection, except where the exchange concerns a defect, damage, or incorrect supply.

The requested replacement must be available. If it is unavailable, we will explain the available alternatives, which may include a refund where appropriate.

Exchange Procedure

1. Email info@mzk-logistics.shop with the subject line “Exchange Request.”
2. Provide your order number, the product you received, and the product or specification you would like instead.
3. Wait for our instructions before sending the product back.
4. Return the product using the agreed shipping procedure.
5. We will inspect the returned item and confirm the exchange or alternative resolution.

For eligible exchanges, we aim to dispatch an available replacement within 5–10 business days after receiving and checking the returned product.

This is an estimated service timeframe rather than a guaranteed delivery date. Additional delivery time will depend on the destination and the shipping service used.

Where an exchange is necessary because of our error or a non-conforming product, we will cover the reasonable return and replacement delivery costs as required by applicable law.

If an exchange cannot be completed, we will discuss the appropriate alternative remedy with the customer.

An exchange request does not remove any statutory right to cancel, reject, or obtain a refund where such a right applies.

9. Order Cancellations Before Dispatch

If you wish to cancel an order before dispatch, please contact us as soon as possible at info@mzk-logistics.shop.

If the order has not yet been dispatched, we will make reasonable efforts to stop fulfilment.

If payment has already been collected and we confirm that the order is cancelled, we will arrange the applicable refund. Refunds will generally be issued to the original payment method, subject to applicable law and payment provider procedures.

If the order has already been dispatched, you may need to follow the return procedure or exercise an applicable statutory cancellation right.

Nothing in this section limits a consumer’s legal right to cancel an eligible online purchase.

10. Orders That Arrive Late, Are Lost, or Are Not Delivered

If your order does not arrive within the applicable delivery timeframe, or tracking indicates that the parcel may be lost, please contact us at info@mzk-logistics.shop.

Include your order number and tracking reference, if available.

We will review the order and available carrier information and explain the appropriate next steps.

If the goods are confirmed as lost or are not delivered, we will provide an appropriate remedy in accordance with the contract and applicable law.

Customers are not required to resolve a delivery failure solely with the carrier instead of contacting us as the seller.

11. Refunds for Orders Cancelled by Us

We may need to cancel an order in circumstances such as product unavailability, a material pricing error, a delivery restriction, or another legitimate reason.

If we cancel an order after collecting payment, we will refund the amount paid for the cancelled order in accordance with applicable law.

Where only part of an order is cancelled, the refund will relate to the affected products and any associated charges that are refundable under the applicable terms and legal requirements.

We will notify the customer of the cancellation and provide relevant refund information.

12. Business and Bulk Purchases

Our packaging products may be purchased by both individual customers and business buyers, including customers placing bulk orders.

Certain consumer cancellation rights may not apply to purchases made wholly or mainly for business purposes. Business customers should review the agreed order terms and contact us before returning products.

However, any mandatory legal rights and contractual remedies that apply to a business transaction remain unaffected.

Where a bulk order requires a specific return or exchange arrangement, the applicable conditions should be confirmed in writing before the order is placed.

13. Refunds and Payment Providers

Payments made through our website may be processed by Stripe or another payment provider made available at checkout.

When a refund is approved, we will submit the refund through the applicable payment processing system or arrange it through another lawful method where appropriate.

The time required for the refund to appear in the customer’s account may vary according to the payment method, card issuer, bank, and payment provider.

M.Z.K. LOGISTICS LIMITED is responsible for handling return and refund requests relating to the products sold through our website. Payment processing by a third party does not remove our obligations as the seller.

For your security, do not send complete payment card numbers or card security codes by email.