Terms and Conditions

Some of your rights under these Terms depend on whether you are a business or a consumer. You are a CONSUMER if you are an individual buying Products wholly or mainly for your personal use (not for use in connection with your trade, business, craft or profession). You are a BUSINESS CUSTOMER in all other cases. If you are unsure which applies to you, contact us before ordering.

We supply primarily to business customers. Where a clause is stated to apply only to consumers (for example the statutory right to change your mind in clause 13), it does not apply to business customers. Where a clause is stated to apply only to business customers, it does not apply to consumers.

We may ask a business customer for evidence that it is a genuine, solvent trading business (for example a VAT number, company number, or trade-account information). We may refuse or revoke business/trade status at our discretion where our criteria are not met.

Each order you place is an offer to buy Products subject to these Terms. After you place an order you will receive an acknowledgement of receipt; this does not mean your order is accepted.

A binding contract is formed only when we issue written order confirmation (or, for card payments made through our website, when we confirm that payment has been processed; or, where we invoice you, when the invoice is issued in acceptance of your order). At that point the contract comes into existence on these Terms.

We may refuse or cancel an order before acceptance without giving a reason, for example because a Product is out of stock, because of an error in the price or description, because of an artwork or compliance issue, or because a credit reference does not meet our requirements. If we cannot accept your order we will tell you and will not charge you.

We will assign an order number to your order. Please quote it whenever you contact us about the order.

Images, descriptions, dimensions, capacities and weights on our website are for guidance and illustration only and are as accurate as we can reasonably make them; they do not form part of any contractual description and are not warranted to be exact. Minor variations in colour, material, thickness, finish or print alignment may occur and are not defects. Product packaging may differ from images shown.

Where you supply a specification or instructions, you are responsible for ensuring they are complete and accurate, that Products made to them will be fit for your intended purpose, and that they will not infringe any third party's rights or breach any law. We may make minor changes to specifications to comply with safety or statutory requirements.

Custom-branded and bespoke Products are produced to your approved artwork and specification. The artwork requirements set out in our FAQ form part of these Terms. By submitting artwork, logos or designs you confirm that you own them or have the right to use them, and you indemnify us against any claim arising from our use of your artwork (see clause 16).

Colour reproduction may vary between screens, proofs and final print, and between production runs; exact colour matching is not guaranteed. Proof approval is your responsibility. Once you approve a proof and production begins, custom-branded and bespoke Products cannot be amended, cancelled or refunded, and errors contained in an approved proof are not grounds for refund or replacement.

Prices are in GBP (£) and, unless stated otherwise, exclude VAT, which is added at the prevailing rate. Delivery charges are quoted separately. If the VAT rate changes before we supply, we adjust the VAT payable unless you have already paid in full.

We take care to price correctly, but if a Product is obviously mispriced and the error could reasonably have been recognised, we are not obliged to supply at the wrong price and may cancel the order and refund any sum paid.

Unless you have an approved credit account, full payment in cleared funds is required before production or dispatch. You must pay all amounts in full without set-off, counterclaim or deduction except as required by law. Approved credit-account terms are set out in the Trade and credit accounts section below; payment is due 30 days unless otherwise agreed in writing.

If you fail to pay on the due date we may suspend or cancel future deliveries and withdraw any discount or credit terms. If you are a business customer, we may also charge interest on overdue amounts at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998 (8% above the Bank of England base rate), together with fixed-sum compensation and our reasonable recovery costs. If you are a consumer, we may charge interest at 4% a year above our bank's base rate.

Lumapack supplies primarily to businesses. Trade customers can apply for an account to streamline ordering, and may apply for a credit account with payment terms, subject to status. A trade account is offered at our discretion and is governed by these Terms and any additional terms we notify to you.

Credit accounts are available to bona fide trading businesses (sole traders, partnerships, limited companies) established in the United Kingdom. We may request your company or VAT number, trading history, bank and trade references, and proof of identity and address. Approval is subject to a satisfactory credit check; we may decline an application without giving reasons.

Complete our Trade Account Application Form (request it from sales@lumapack.co) and provide the requested information and references. We will confirm in writing whether your account is approved, your credit limit and your payment terms. Until an account is approved, orders are supplied on a pro-forma (pay-before-dispatch) basis.

Unless otherwise agreed in writing, approved credit-account invoices are due 30 days from the invoice date. You must pay in full in cleared funds, in GBP (£), without set-off or deduction except as required by law. We accept major credit and debit cards and bank transfer (BACS).

We set and may review your credit limit from time to time. We may reduce or withdraw your credit limit, place your account on hold, or require pro-forma payment, at our discretion, for example where the limit is exceeded, an invoice is overdue, or your circumstances change. Orders that would exceed your limit may be held until payment is received.

If you do not pay by the due date we may suspend deliveries, withdraw credit terms and discounts, and charge interest and compensation on overdue business debts under the Late Payment of Commercial Debts (Interest) Act 1998 (interest at 8% above the Bank of England base rate), together with our reasonable costs of recovery. Goods remain our property until paid for in full (see Terms and Conditions, Title and risk).

Keep your contact, billing and delivery details up to date and tell us promptly of any change in ownership, control or financial circumstances. We may carry out periodic credit reviews. We may close or suspend an account that is inactive, in breach of our Terms, or where we have concerns about solvency.

Information provided for a trade or credit account, including credit-reference and fraud-prevention searches, is processed in accordance with our Privacy Policy. Credit-reference agencies may record our search, which may affect your credit profile.

Delivery charges and times are set out on the Shipping and Returns page. UK mainland delivery is free over £99 (ex VAT); below that a charge of £8.99 + VAT applies. Remote and non-mainland destinations may incur a surcharge confirmed before payment.

All delivery dates and times are estimates only and time for delivery is not of the essence. We are not liable for delays caused by events outside our reasonable control (see clause 18) or by you giving incomplete or incorrect delivery information. If you provide incorrect information we may charge our reasonable additional costs.

Couriers may leave deliveries outside the delivery address and are not obliged to enter your premises. You must inspect goods on delivery, note any visible damage or shortage on the carrier's record, and report damage or shortage to us in writing within 24 hours. We accept no liability for transit damage or shortage that is not noted and reported in this way.

If no one is available to take delivery, or a delivery fails because of you, we may charge for re-delivery or storage. If we cannot deliver or arrange re-delivery after reasonable attempts, we may end the contract and clause 11 (title and risk) and our reasonable charges continue to apply.

Custom-printed and bespoke Products are subject to a manufacturing tolerance of plus or minus 10% on the quantity ordered. We may deliver and charge for up to that percentage over the order quantity, or deliver up to that percentage under and refund the shortfall. Delivery within this tolerance is treated as fulfilment of the order.

If you want to change an order, contact us; we will tell you whether the change is possible and any effect on price or timing. We may change a Product to reflect changes in law or to make minor technical improvements that do not materially affect it. We may change these Terms from time to time; the version in force when you order applies to your order.

Risk in the Products passes to you on delivery (or on collection, where you collect). Title to the Products does not pass to you until we have received payment in full of all sums you owe us. Until title passes you must store the Products so they are identifiable as ours, keep them insured, and not dispose of them outside your ordinary course of business; we may repossess unpaid Products and enter your premises to do so. We may bring proceedings for the price even though title has not passed.

For hygiene and food-safety reasons, Products that have been opened or used, and all custom-branded, printed-to-order and bespoke Products, are non-returnable and non-refundable unless faulty or not supplied in accordance with the agreed specification. The detailed returns procedure is on the Shipping and Returns page.

Unopened, resaleable standard stock may be accepted for return at our discretion if you notify us within 7 working days and the return is confirmed by us in writing first. A restocking charge of 15% and a collection charge from £15 + VAT, together with the cost of delivery where we arrange the return, may be deducted from any refund. We may inspect returned goods before approving any refund or replacement.

THIS CLAUSE APPLIES TO CONSUMERS ONLY. Under the Consumer Contracts Regulations 2013, if you are a consumer buying online you generally have 14 days from delivery to change your mind and receive a refund. This right does NOT apply to Products sealed for health protection or hygiene once unsealed, or to goods made to your specification or clearly personalised (which includes custom-branded and bespoke Products).

THIS CLAUSE APPLIES TO CONSUMERS ONLY. To cancel, tell us clearly within the 14-day period (by email or post). Return the goods within 14 days of telling us, unopened and resaleable. We may reduce your refund to reflect any reduction in value caused by handling beyond what is necessary to inspect the goods, and you are responsible for the cost of return unless the goods are faulty or misdescribed. We refund within 14 days of receiving the goods back or proof of return. Nothing in these Terms affects your statutory rights.

Samples are supplied for evaluation only and remain subject to availability. Sample materials, sizes and finishes are indicative, and production Products may vary within normal manufacturing tolerances. Samples are not supplied for resale. Any sample charge is set out on the Shipping and Returns page.

THIS CLAUSE APPLIES TO BUSINESS CUSTOMERS ONLY. Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any liability that cannot lawfully be limited.

THIS CLAUSE APPLIES TO BUSINESS CUSTOMERS ONLY. Subject to clause 14.1, all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982 are excluded to the fullest extent permitted by law.

THIS CLAUSE APPLIES TO BUSINESS CUSTOMERS ONLY. Subject to clause 14.1, we are not liable to you, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for any loss of profit, loss of business, loss of contracts, loss of anticipated savings, wasted product or ingredient costs, or any indirect or consequential loss; and our total liability arising under or in connection with any contract shall not exceed the price paid for the Products giving rise to the claim.

THIS CLAUSE APPLIES TO CONSUMERS ONLY. We are responsible for foreseeable loss and damage we cause by failing to use reasonable care and skill, but we are not responsible for loss or damage that is not foreseeable. We do not exclude or limit liability where it would be unlawful to do so, including your statutory rights to goods that are as described, of satisfactory quality and fit for purpose. We supply Products to consumers for domestic and private use; if you use them for any business purpose, the business-customer limits in clause 14 apply.

All content on our website and all designs, drawings, specifications and materials we create remain our intellectual property and may not be copied, reproduced, modified, resold or distributed without our written consent. You warrant that any artwork, logos, trade marks or designs you supply do not infringe any third party's rights, and you indemnify us in full against all losses, costs, claims and liabilities arising from any infringement claim or from our use of artwork you supply.

Where stated, Products comply with the food-contact requirements applicable in the United Kingdom at the time of manufacture. You are responsible for confirming that a Product is suitable for your specific food use, temperature, filling and storage conditions. We are not liable for contamination, spoilage, misuse, incorrect storage, or handling of Products after delivery, or for any food product packaged in our Products.

You must store, handle and use the Products in line with any guidance we provide and with good food-hygiene practice. If we notify you that a batch of Products should be withdrawn or is subject to a recall, you must stop using and supplying the affected Products immediately and co-operate with us to recover or dispose of them. This does not affect your statutory rights.

We are not liable for any failure or delay in performing our obligations caused by an event outside our reasonable control, including supply-chain disruption, shortage of materials, transport or carrier delays, industrial action, fire, flood, epidemic or pandemic, or government action. If such an event occurs we will contact you and extend the time for performance; if it continues for more than two months either party may cancel the affected contract and we will refund sums paid for Products not delivered.

If you have a complaint about a Product or our service, please contact us at sales@lumapack.co with your order number and details. We aim to acknowledge complaints promptly and to resolve them fairly. If we cannot resolve a dispute with a consumer, you may be entitled to use an alternative dispute resolution provider or the online dispute resolution platform. Nothing in these Terms affects your statutory rights.

Any notice under these Terms must be in writing. We may send notices to the email or postal address you gave with your order, and you may send notices to us at sales@lumapack.co. A notice sent by email is treated as received at the time of sending, or if sent by post, two working days after posting.

Assignment. We may transfer our rights and obligations under these Terms to another organisation. You may only transfer yours with our written consent.

Third parties. This contract is between you and us. No other person has any right to enforce its terms.

Severance. If any provision is found to be unlawful or unenforceable, the remaining provisions continue in full force.

Waiver. If we delay in enforcing these Terms, that does not prevent us enforcing them later.

Variation. Any variation to a contract must be agreed in writing by us (or, for business customers, by our authorised representative).

No partnership. Nothing in these Terms creates any partnership, joint venture or agency between us.

Data protection. We process personal data in accordance with our Privacy Policy and applicable data-protection law (UK GDPR and the Data Protection Act 2018).

These Terms and any dispute arising from them (including non-contractual disputes) are governed by the law of England and Wales. For business customers, the courts of England and Wales have exclusive jurisdiction. Consumers may bring proceedings in their local courts as permitted by law.