PAC SUPPLIES GLOBAL LIMITED — Terms and Conditions of Sale and Website Use

Version date: 12 October 2026

1. About us and how to contact us

This website is operated by PAC SUPPLIES GLOBAL LIMITED ("we", "us" and "our").

Business and correspondence address: Unit B, Batford Mill Industrial Estate, Lower Luton Road, Harpenden, AL5 5BZ, United Kingdom.

Company registration number: 10209766

Place of registration: England and Wales

Registered office: Staple House, 5 Eleanors Cross, Dunstable, England, LU6 1SU

Email: sales@pacsupplies.co.uk

Telephone: 01582 260110

VAT registration number: GB 244305335

You may contact us about orders, cancellations, returns or complaints using the details above. Send returns to the business address above, unless we agree another address with you. Contacting us first helps us identify your order but is not a condition of exercising your statutory rights.

2. Scope of these terms

These terms apply to goods ordered directly from our website. Read them before placing an order and retain a copy. We will provide the applicable terms and order information in an email or another form you can save.

A consumer is an individual acting for purposes wholly or mainly outside their trade, business, craft or profession. Consumer provisions below apply to consumers. Section 13 applies only to business customers. Describing an order as a business order does not remove consumer rights where the buyer legally qualifies as a consumer.

Orders placed through a marketplace are also subject to the terms and purchasing arrangements applicable to that marketplace. These terms do not reduce rights available under applicable law or binding marketplace rules.

These terms cover physical goods. Any separate service, subscription or digital-content offering requires its own relevant terms and pre-contract information.

3. Products and descriptions

We will supply goods that match their description and any specifications agreed when your order is accepted. For consumers, goods must also be of satisfactory quality and fit for any particular purpose made known to us and accepted by us, as required by law.

Images illustrate products. Screens can display colours differently, but this does not permit us to supply goods materially different from their description or agreed specification. Sizes, materials, quantities, compatibility and any material limitations will be stated in the product information.

Follow relevant product instructions. Where a product provides awareness, identification or communication support, its description does not replace professional advice or emergency assistance. This statement does not limit our responsibility for the goods or any express promises we make about them.

4. Ordering and contract formation

You can review and correct your order before submitting it. Check your contact details, delivery address, quantities and any personalisation carefully. By submitting an order, you offer to buy the goods on these terms.

An automated acknowledgement confirms receipt of your order and is not acceptance. We accept your order when we send an email expressly confirming acceptance or dispatch the goods, whichever happens first. For personalised goods, we may confirm acceptance before production. A contract then exists for the goods accepted.

If we cannot accept your order, for example because goods are unavailable, payment cannot be authorised or there is a material pricing or description error, we will tell you and refund payments for the unaccepted order without undue delay. We will not substitute goods or charge a higher price without your agreement.

Once a contract exists, we cannot cancel it or alter the agreed goods or price merely because we choose to. Any change requires your agreement or a lawful contractual basis that preserves your rights.

5. Prices and payment

The total payable, including applicable VAT, delivery and any other compulsory charges, will be displayed before you place your order. Optional extras require your express agreement. Consumer prices include applicable VAT. Where a business quotation states a price excluding VAT, this will be made clear and the applicable VAT shown separately.

Payment methods and any agreed payment timing are shown at checkout or in an accepted written quotation. Unless otherwise agreed, payment is due when ordering. Changes to advertised prices apply to future orders and do not change the price of an accepted order.

If an obvious pricing error is identified before acceptance, we will ask whether you wish to order at the correct price or cancel. If an error is identified after acceptance, we will contact you; any right to end the contract depends on the circumstances and applicable law. We will not automatically deduct additional money.

6. Delivery and responsibility for goods

Delivery destinations, charges and expected times are shown before ordering. Where a delivery date or period is agreed, we will deliver within it. For consumers, if no period is agreed, we will deliver without undue delay and within 30 days after the contract is made.

Personalised or made-to-order goods may have a longer production and delivery period, which must be agreed before the contract is made.

If delivery is delayed, we will tell you as soon as reasonably possible. Consumers may end the contract immediately if we refuse delivery, if delivery on time was essential in the circumstances, or if you told us before acceptance that it was essential. Otherwise you may give us an appropriate additional delivery period and end the contract if we fail to deliver within it. We will refund payments for goods whose contract you lawfully end without undue delay.

For consumers, goods remain our responsibility until received by you or a person you identify to receive them. If you independently appoint a carrier that we did not offer, responsibility passes when we hand the goods to that carrier. We remain responsible for resolving problems with carriers we appoint.

Tell us promptly about missing, damaged or incorrect deliveries so we can investigate. A reporting deadline imposed by a carrier does not remove your statutory rights. Ownership passes once we receive full payment; this does not alter consumer delivery-risk rules.

7. Consumers: cancelling an online order

Subject to the exceptions in section 8, you may cancel without giving a reason from the time you order until 14 days after the day you, or someone you nominate other than the carrier, receives the goods. For multiple goods ordered together and delivered separately, the period generally ends 14 days after the day the last item is received. For goods delivered in lots or pieces, it runs from receipt of the last lot or piece.

Tell us your decision by email, post, telephone or another clear statement using section 1. You may use the model form below, but do not have to. Sending your cancellation before the deadline is sufficient. We do not require a return authorisation to make your cancellation effective.

Unless we offer to collect them, send the goods back without undue delay and within 14 days after notifying us. Use the return address in section 1 unless another address is agreed. Keep evidence of posting.

You pay the direct return cost for a change-of-mind cancellation only where we informed you of that obligation before the contract was made. If we did not, we pay it. If goods cannot normally be returned by post, we will provide the return cost, or a reasonable estimate where permitted, before ordering. Faulty or misdescribed goods are covered separately by section 9.

We will refund the price and, where you cancel the whole order, the cost of our least expensive standard delivery option. Any additional amount paid for a premium delivery service need not be refunded. For a partial cancellation, we will refund any delivery charge attributable solely to the cancelled goods; delivery charges that would still have applied to retained goods need not be refunded.

Refunds are made without undue delay and within 14 days after we receive the returned goods or, if earlier, evidence that you have sent them back. If we offer to collect the goods, or they have not been supplied, we refund within 14 days after being told of cancellation. We use the original payment method unless you expressly agree otherwise, and charge no refund fee.

You may inspect goods as you reasonably could in a shop. Where permitted by law, we may deduct a proven reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. We will explain any deduction. We do not apply a standard restocking charge to consumer cancellations. Original packaging is helpful but is not an absolute requirement for exercising cancellation rights.

If we fail to provide legally required cancellation information, your cancellation period may be extended as required by law.

8. Personalised goods and cancellation exceptions

The statutory change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised, such as goods printed with your individual name, telephone number, bespoke wording or custom artwork. A product is not automatically exempt merely because it is ordered from a supplier or offered in standard sizes or colours. We will identify applicable exceptions before ordering.

Other exceptions apply only where legally relevant and disclosed before ordering, including sealed goods genuinely unsuitable for return for health protection or hygiene reasons once unsealed. We do not treat all opened products as exempt.

Exceptions to change-of-mind cancellation never remove rights where goods are faulty, misdescribed or otherwise fail to meet the contract.

Provide accurate personalisation instructions and ensure you have permission to use supplied artwork. If we request a proof, check it carefully before approving it. Approval does not excuse our production errors, failure to match an approved specification or other breaches of your legal rights.

If you request a change after acceptance, we will explain whether it is possible and agree any additional cost before proceeding. Where no statutory cancellation right applies, contact us promptly about cancellation; we may agree it and will explain any reasonable charge for work or costs actually incurred, accounting for savings and avoiding double recovery.

9. Consumers: faulty, damaged or misdescribed goods

Your rights under the Consumer Rights Act 2015 are unaffected by these terms, any manufacturer's warranty or our voluntary returns arrangements.

If goods fail to meet statutory requirements, you normally have a short-term right to reject them within 30 days, subject to the applicable statutory rules. You may also have a right to repair or replacement. This must be provided at no cost, within a reasonable time and without significant inconvenience. Where the legal conditions are met, including a failed repair or replacement, you may obtain a price reduction or exercise the final right to reject.

A fault appearing within the first six months is generally presumed to have been present at delivery unless we establish otherwise or that presumption is incompatible with the goods or fault. Rights may continue beyond six months; their duration depends on the circumstances and applicable limitation rules. Six months is not a warranty expiry date.

We bear reasonable return or collection costs for goods you are entitled to reject, repair or replace. Contact us so we can arrange a suitable return or collection. We may request reasonable evidence of the purchase and problem, but will not impose conditions that unlawfully restrict your rights.

Where a statutory rejection refund is due, we will provide it without undue delay and within 14 days after agreeing you are entitled to it, using the original payment method unless you expressly agree otherwise and without a refund fee. Any permitted deduction for use on final rejection will comply with the law; no such deduction applies in the first six months for our goods, except where a statutory exception applies.

10. Our responsibility to consumers

We are responsible for loss or damage you suffer that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. Loss is foreseeable if it was an obvious consequence or if both parties knew it might happen when the contract was made.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory consumer rights, or any other liability that cannot lawfully be excluded or limited.

We do not exclude responsibility simply because an issue involves our supplier, payment provider or delivery contractor. You should take reasonable steps to avoid or reduce losses where possible.

11. Events outside our reasonable control

If an event outside our reasonable control affects an order, we will tell you promptly and take reasonable steps to reduce its effect. This does not remove your rights concerning delivery, cancellation, refunds or faulty goods. We will not retain payment for goods that we do not supply where you are entitled to end the contract.

12. Complaints and dispute resolution

Please contact us using section 1 and include your order details and the outcome you seek. We will investigate and respond within a reasonable time.

If a consumer complaint cannot be resolved through our internal process, we will provide information required by law about a relevant approved alternative dispute resolution body and tell you whether we are obliged or willing to use it. We do not represent that we belong to an ADR scheme unless this is confirmed separately.

You may obtain independent advice from Citizens Advice or another appropriate advice service. You are not required to use ADR before exercising your legal rights.

13. Business customers only

This section applies only where you are buying in the course of your business and do not qualify as a consumer. Any specific terms in a quotation or supply agreement expressly accepted by both parties take priority over these general terms to the extent they conflict.

You confirm that you have authority to place the order on behalf of the business. Consumer change-of-mind cancellation rights do not apply. Returns or cancellation of non-faulty goods require our agreement, unless another legal or contractual right applies. We will disclose any agreed return or cancellation charge before you agree it.

Goods must match the agreed description and specification. Applicable statutory implied terms, including relevant terms under the Sale of Goods Act 1979, are not excluded by these general terms. Notify us of delivery or quality issues promptly and provide reasonable details so we can investigate; failing to meet an arbitrary short reporting period does not automatically extinguish your rights.

Payment is due as stated at checkout or in the accepted quotation. Any credit terms must be agreed in writing. We may claim statutory interest and compensation on qualifying overdue commercial debts where legally applicable.

These general terms impose no blanket cap on business liability and no general exclusion of implied statutory terms. Any separate negotiated limitation must be expressly agreed and comply with applicable law, including the Unfair Contract Terms Act 1977 where relevant. Nothing excludes liability for fraud, death or personal injury caused by negligence, or any liability that cannot lawfully be excluded.

14. Website use and intellectual property

Use the website lawfully. Do not introduce malware, attempt unauthorised access, interfere with security or misuse another person's information. We may restrict access where reasonably necessary to address misuse, security threats or maintenance. This does not remove obligations under accepted orders.

Website content belongs to us or our licensors unless stated otherwise. You may view, save and print content for personal use, legitimate purchasing and record-keeping. Commercial reproduction requires permission unless permitted by law. This does not restrict statutory rights or lawful quotation, review or criticism.

If you supply artwork or other content for an order, you grant us permission to use it only as reasonably necessary to fulfil that order. We will obtain separate permission before using identifiable customer artwork or personal details for marketing. Any permission needed to publish a customer review will be obtained through the relevant submission arrangements; submitting an order does not grant unrestricted publication rights.

Third-party links are provided for convenience. We do not control independent websites, but this does not exclude responsibility for our own representations or obligations. General website information does not override specific product descriptions or information that forms part of your contract.

15. Personal information

We handle personal information in accordance with applicable data protection law, including the UK GDPR and the Data Protection Act 2018 as amended.

Our Privacy Notice explains how we collect and use information, the lawful bases for processing, sharing, retention and your rights. Information about cookies and related technologies is included in our Privacy Notice. We obtain consent for their use where required by law.

Privacy Notice: https://pacsupplies.co.uk/privacy

Providing personal details for an order is not consent to unrelated marketing. Where you provide another person's emergency-contact details or other personal information for a personalised product, ensure you are entitled to provide them and have informed that person where appropriate. We remain responsible for our own lawful handling of those details.

16. Changes to these terms and other general provisions

We may update these terms for future orders. The version supplied when your contract is made applies to that order unless a change is required by law or expressly agreed with you. Merely continuing to browse the website does not give us unrestricted permission to change existing contracts.

If a provision is invalid or unenforceable, the remaining provisions continue where legally possible. An invalid provision is not automatically rewritten to give us the greatest possible protection.

A delay in enforcing a right does not prevent later enforcement. These terms do not exclude information, descriptions or promises that form part of your contract under applicable law. If a consumer term can have different meanings, the meaning most favourable to the consumer applies.

17. Governing law and courts

These terms and contracts made under them are governed by the law of England and Wales. If you are a consumer, this choice does not deprive you of mandatory protections available under the law of your country of habitual residence where applicable.

Consumers living in England or Wales may bring proceedings in the courts of England and Wales. Consumers living in Scotland or Northern Ireland may also bring proceedings in their respective local courts. Any other mandatory rights concerning jurisdiction remain unaffected.

For business customers, the courts of England and Wales have exclusive jurisdiction unless we expressly agree otherwise in writing.