Refund and Returns Policy

At 22pack.com, we strive to ensure your satisfaction with our products. This Refund and Return Policy sets out the conditions under which returns and refunds are accepted. It forms part of our Terms and Conditions — please read both carefully before making a purchase.

Your Obligation to Pay

Placing an order creates a binding obligation to pay the full order value. Where you pay by bank transfer, the invoiced amount must reach our account by the due date stated on the invoice. Non-payment after delivery is not a return, and does not create any right to a refund or to withhold payment — see section 3 of our Terms and Conditions.

Non-Customized Products — Consumers

Return Period: Non-customized products can be returned within 14 days of delivery without providing a reason.
Free Returns: We charge no restocking or handling fee. The cost of return shipping is paid by the customer.
Condition: Products must be unopened and in their original packaging, as our products are food-related and must meet safety standards.
Refund: The purchase price, plus the standard outbound delivery cost you paid (capped at the cost of our cheapest standard delivery method), will be refunded to your original payment method. Bank transfer payments are refunded to the account the payment came from.
Timing: Notify us within 14 days of delivery, then send the goods within 14 days of that notice. We refund within 14 days of your notice, and may withhold the refund until the goods are back with us or you provide proof of dispatch.

Non-Customized Products — Business Customers

The statutory 14-day right of withdrawal is a consumer right and does not apply to purchases made in the course of a trade or business. We nevertheless aim to accommodate business customers, and will normally accept a return of unopened stock products within 14 days on the same terms.

We reserve the right to assess each business return individually and to accept, refuse, or partially refund it at our discretion — in particular where the policy is being misused. Examples of misuse include repeated order-and-return cycles, returns of quantities inconsistent with genuine business need, goods stored outside specified conditions, goods offered for resale, and returns used to offset over-ordering. Where a business return is accepted outside these conditions, we may deduct a restocking fee reflecting our actual costs.

Defective Products

If a product is defective or damaged upon arrival, we will offer a full refund or replacement, including shipping costs.
Please contact our customer service team within 14 days of delivery to report the issue and initiate the return process.
This applies to consumers and business customers alike and does not affect your statutory rights.

Customized Products

Non-Returnable: Customized products are unique and made to order. They cannot be returned or refunded unless they are defective, and once production has started the order cannot be cancelled.
Defective Customized Products: If a customized product is defective, a full refund or replacement will be offered upon receipt and inspection of the returned item.

Return Process

Contact our customer service team at hello@22pack.com to request a return authorization within 14 days of delivery.
Package the item securely in its original, unopened packaging.
Ship the package to the following address:
Velkomoravska 2, Hodonin 695 01, Czech Republic
Once we receive and inspect the returned item, we will process your refund within 2-3 business days.

Returns sent without a return authorization may be refused.