E-Commenrce Returns and Refunds Policy
Last Updated: March 2026
Applies to: All orders placed via pid-labelling.co.uk online shoph 2026
Does not apply to: All orders placed by phone, email or non webshop transactions – please refer to full terms and conditions of sale.
For full contractual terms, please refer to our Terms and Conditions of Sale.
This policy explains your rights and our commitments when things don’t go to plan. It applies to all customers – whether you’re a business buyer or an individual consumer. Where your rights differ depending on your customer type, we’ve made that clear.
What to Do First
If you have a problem with your order, please contact us before returning anything. Most issues can be resolved quickly without the need for a return.
Call us: 01332 864895
Email: sales@pid-labelling.co.uk
Or use our contact form
We aim to respond to all enquiries within one working day.
Faulty or Incorrectly Supplied Goods
If your order arrives damaged, faulty, or doesn’t match what you ordered, we will put it right – no quibble.
You must notify us within 14 working days of delivery. Please contact us in writing (email is fine) describing the problem. Where possible, include a photograph.
Once we have reviewed your report, we will – at our discretion:
- Replace the goods at no extra cost to you, or
- Issue a credit note, or
- Provide a full refund to your original payment method
We will pay return carriage for any goods confirmed as faulty or incorrectly supplied. Please do not return goods without contacting us first, as we may need to arrange collection or provide a returns label.
Please keep the original packaging until we have confirmed how the return will be handled.
Consumer Returns (Your Statutory Rights)
If you are a consumer (buying as an individual, not on behalf of a business), you have additional rights under the Consumer Contracts Regulations 2013.
You have the right to cancel your order within 14 days of receiving your goods without giving a reason. You then have a further 14 days to return the goods once you have notified us of your intention to cancel.
To exercise this right, please contact us at sales@pid-labelling.co.uk or call 01332 864895 to notify us of your cancellation.
Conditions for consumer returns:
- Goods must be unused and in their original, resaleable condition
- Original packaging must be intact where possible
- You are responsible for return postage costs unless the goods are faulty
- Refunds will be issued within 14 days of us receiving the returned goods, to your original payment method
Your statutory rights are not affected by any other part of this policy.
Business-to-Business Returns
If you are purchasing as a business, statutory consumer cancellation rights do not apply. However, we want to maintain a good working relationship and will consider returns on a case-by-case basis.
Non-faulty returns may be accepted if:
- You contact us within 14 days of delivery
- Goods are unused and in original resaleable condition
- We agree to the return in advance – please do not send goods back without written authorisation
Where we accept a non-faulty business return, a restocking fee of 15% of the order value, or £25 (whichever is greater), will be deducted from any refund or credit. You will also be responsible for return carriage costs.
Damaged Goods in Transit
If your goods arrive visibly damaged:
- Contact us within 14 working days of delivery
- Keep the damaged goods and all original packaging – we may need to inspect or collect them
- We will replace the goods at no additional cost to you once the damage is confirmed
Lost Deliveries
If your order fails to arrive by the expected delivery date:
- Contact us within 28 days of the expected delivery date
- We will investigate with the courier on your behalf
- If we confirm the goods are lost in transit, we will replace them at no cost to you
Hardware Returns
If you have purchased label applicators, printers, or other hardware:
Faulty hardware – we accept returns within 30 days of delivery. Hardware must be in its original packaging. We will pay return carriage for confirmed faults. If returned hardware is found not to be faulty, return carriage costs will be charged before goods are returned to you.
Non-faulty hardware – we do not normally accept returns of non-faulty hardware. If we agree to accept a return, goods must be in original packaging, you must pay return carriage, and a restocking fee of 15% or £25 (whichever is greater) will apply.
Refund Timescales
| Situation | Refund Timescale |
|---|---|
| Consumer cancellation (goods received) | Within 14 days of receiving returned goods |
| Faulty goods confirmed | Within 14 days of us receiving the return |
| Lost in transit (confirmed) | Replacement dispatched promptly; refund on request |
| Agreed business return | Within 14 days of receiving returned goods |
All refunds are credited to the original payment method unless otherwise agreed.
What We Cannot Refund
The following are not eligible for return or refund:
- Goods that have been used, opened, or are not in resaleable condition
- Goods damaged after delivery due to misuse or improper storage
- Returns requested after the relevant notification period has passed (though we may still investigate at our discretion – please contact us)
Questions?
We’re a small Derby-based team and we take customer satisfaction seriously. If you’re not happy, please talk to us first – we’d rather resolve an issue than lose a customer.
Call: 01332 864895
Email: sales@pid-labelling.co.uk
Web: pid-labelling.co.uk/contact
Positive ID Labels Ltd | Melbourne, Derby, Derbyshire DE73 8HB
We’ve had a great experience working with this supplier, especially with Natalie - she is always very responsive, professional, and friendly. The pricing is highly competitive and the sales service has been excellent from start to finish.If I could offer one suggestion, it would be to improve the account and invoice management process. It would be really helpful if there were a system for clients to easily track their past orders and invoices in one place.Overall, very pleased with the service and look forward to continuing our collaboration.
Absolutely brilliant service from start to finish. The team are brilliant and the product was excellent quality and exactly what I wanted. Natalie is amazing as are her colleagues. Will definitely be a returning customer. Thank you
Ive used Positive ID Labelling Ltd for all our egg box labels for many years now. Natalie is always above and beyond helpful and the service is exceptionally fast and efficient.
I inadvertently ordered the incorrect label guns which was quickly sorted by Natalie. She was excellent, customer service at its best! Thank you once again
