Refund & Returns Policy
AEL COURIERS LTD (Company Number: 14111334) strives for 100% customer satisfaction. However, as a specialist packaging supplier, we maintain specific return protocols for industrial goods.
1. 14-Day Right of Withdrawal (Consumers)
Under the UK Consumer Rights Act 2015, individual consumers have 14 days from receipt to return items for a full refund. This does not apply to business-to-business (B2B) transactions unless the goods are faulty.
2. B2B Return Terms & Restocking Fees
For trade customers, returns for non-faulty goods are accepted at our discretion within 30 days. Due to the high cost of handling and storing cardboard stock, a 15% restocking fee will be deducted from the refund amount. Original shipping costs are non-refundable.
3. Condition of Returns
Items must be returned in “As New” condition. We cannot accept returns if:
- The plastic strapping or protective film on product bundles has been cut or removed.
- The cardboard has been folded, taped, or marked.
- The items have been stored in damp conditions resulting in warping.
4. Non-Refundable Items
- Custom Orders: Bespoke dimensions or branded/printed boxes cannot be returned or refunded once production has commenced.
- Clearance Items: Products sold as “End of Line” or “Factory Seconds” are sold as-seen.
5. The Return Process
- Email ael@aelcouriers.com or call our support line at +44 7845231923 to request a Return Merchandise Authorization (RMA).
- Pack the items securely (ideally on the original pallet) to prevent transit damage during return.
- Ship the items to: 9 Queen Margarets Avenue, Brotherton, Knottingley, WF11 9HT.
6. Refund Timeline
Once your return is inspected and approved, the refund will be processed within 5-7 business days back to your original payment method (Stripe/PayPal/Bank Transfer).
Company Number: 14111334
Address: 9 Queen Margarets Avenue, Brotherton, Knottingley, England, WF11 9HT
Business Phone: +44 7845231923
Email Support: ael@aelcouriers.com
