Refund policy

Last updated: 10 August 2026

This Returns & Refunds Policy applies to purchases from Farm Packs on farmpacks.co.uk. It sits alongside your statutory rights under UK consumer law.

1. Your statutory rights

Nothing in this policy affects your rights under the Consumer Rights Act 2015. If goods are faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement or refund.

2. Change-of-mind returns (standard products)

For non-customised products (for example standard seat covers without embroidery, and sealed emergency packs that remain unopened and unused):

You may request a return within 14 days of delivery.
Items must be unused, in original condition and packaging where practical, and suitable for resale.
Contact us via the Contact page with your order number before sending anything back.
Unless we agree otherwise, you are responsible for return postage. We recommend a tracked service.
Once we receive and inspect the return, we will refund the product price to your original payment method. Original outbound shipping is only refunded if required by law or if we sent the wrong item.

3. Branded / embroidered / custom products

Products made or altered to your specification (including embroidered logos, custom placement, or other personalisation) are generally not eligible for change-of-mind returns once production has started or the item has been personalised, except where the item is faulty or not as described.

Please check artwork, spelling and placement carefully before ordering.

4. Emergency packs and sealed kits

For hygiene and safety reasons, emergency packs and kits that have been opened, used, or had seals broken cannot normally be returned unless faulty. Unopened kits in resaleable condition may be returned under section 2.

5. Faulty or incorrect items

If you receive a faulty, damaged or incorrect item:

Contact us promptly with your order number, a description of the issue, and photos where helpful.
We will arrange a replacement, repair or refund as appropriate.
We will cover reasonable return postage for validated faulty/incorrect items.

6. How to start a return

Email / message us via the Contact page with your order number and reason for return.
Wait for our confirmation and return instructions (including the return address).
Pack the item securely and send it using a tracked service.

Please do not return items without contacting us first.

7. Refund timing

Refunds are processed after we receive and inspect the returned goods (or sooner if we agree a refund without return). Card/PayPal refunds can take several working days to appear depending on your provider.

8. Exchanges

We do not automatically exchange for a different size/style. Return the eligible item for a refund and place a new order, unless we agree an exchange in writing.