Information about us and how to contact us

1.1 Who we are. Your contract of purchase is with Quartermaine Brands Limited, a company registered in England and Wales, company number 09814104. Our registered and trading address is Unit 9a Holmes Chapel Business Park, Manor Lane, Holmes Chapel, Cheshire, CW4 8AF.

1.2 How to contact us. You can contact us by telephoning our customer service team at 01477 539500 or by emailing us at help@packmate.co.uk

2. Our website

2.1 We try to ensure that all details, prices and specifications on our website are correct at all times. We apologise if you spot an error or inaccuracy. Please phone or email us at the above contact details if you do spot an error or inaccuracy and we will address it as soon as possible.

3. Providing the products

3.1 Delivery costs. The costs of delivery will be as displayed to you on our website unless no such display exists, in which case, the standard costs of delivery are £4.99. The costs of international delivery are £9.95 to Europe and £14.95 to USA and Canada.

3.2 When we will provide the products. We aim to deliver your goods between 3-5 days of your order being placed. Orders will be dispatched wherever possible on the same day if it is received by 1pm so your goods may arrive sooner.

3.3 How we provide the products. We use Royal Mail or Interlink to deliver your goods depending on their size.

3.4 If you are not at home when the product is delivered. If no-one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a delivery card providing you with contact details to re-arrange delivery.

4. Price and payment

4.1 When you must pay and how you must pay. We accept payment for goods via Visa, MasterCard and PayPal. You must pay for the products when you confirm your order at the checkout, and we charge your credit or debit card as soon as you make the payment.

5. Your rights to end the contract

5.1 Exercising your right to change your mind. You have a legal right to change your mind from the moment you place your order until 14 days after you (or someone you nominate) receive the goods, and receive a refund. However, if your goods are split into several deliveries over different days, you have 14 days after the day you (or someone you nominate) receive the last delivery to change your mind about the goods.

6. How to end the contract with us if you have changed your mind

6.1 Tell us you want to end the contract. You do not need to tell us the reason for ending the contract, but you must tell us you intend to end the contract. Please let us know by calling customer services on 01477 539500 or email us at help@packmate.co.uk. Please provide your name, home address, details of the order and, where available, your phone number and email address.

6.2 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You should return the product(s) with a copy of your original delivery note so we can process your return efficiently. You must post them back to us at 1 Whiteside, Station Road, Holmes Chapel, Cheshire, CW4 8AA. You must send off the goods within 14 days of telling us you wish to end the contract. Where you have changed your mind about the goods, it is you that bears the cost of returning the goods to us. When returning goods we recommend that you retain proof of postage as we cannot be held responsible for items lost in the post.

6.3 How we will refund you. 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.

6.4 Deductions from refunds.

6.4.1 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. The amount of the reduction will be the amount of the lost value in the goods.

6.4.2 We refund you the delivery costs of getting the goods to you in the first place; however, if you opt for a more expensive method of delivery, then we will only refund you the costs of delivery by the least expensive delivery method we offer.

6.5 When your refund will be made. We will make any refunds due to you as soon as possible. If you have received the goods, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. In all other cases where you have not yet received the goods, your refund will be made within 14 days of your telling us you have changed your mind.

7. If there is a problem with the product

7.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 01477 539500 or write to us at help@packmate.co.uk .

7.2 Receiving damaged or incorrect items. From time to time products get damaged in the post or we may dispatch the wrong item. If this is the case, please bring it to our attention by calling us on 01477 539500 or by emailing help@packmate.co.uk. You must post the damaged or incorrect product back to us at Unit 9a, 1 Manor Lane, Holmes Chapel, Cheshire, CW4 8AF. We will arrange to send you a replacement on receipt of the damaged or incorrect product. Where you have received the wrong item or a faulty item, we will pay the costs of posting the item back to us. However, in such circumstances, we will specify the method of delivery you should use to post the product back to us or send you a pre-paid delivery envelope which you should use to post the product back to us.

7.3 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. The Consumer Rights Act 2015 says that the goods must also be as described, fit for purpose and of satisfactory quality.