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

1. Email ael@aelcouriers.com or call our support line at +44 7845231923 to request a Return Merchandise Authorization (RMA).
2. Pack the items securely (ideally on the original pallet) to prevent transit damage during return.
3. 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).