Last updated 6 November 2026
1. Start a return or report a problem
Email sales@labeldex.ltd with your name, order or invoice number, the affected products and quantities, and the delivery date if you know it. Tell us whether you want to cancel an eligible order, have received the wrong goods, or believe the labels are faulty. If something arrived damaged, photographs of the outer packaging, delivery label and affected items can help us assess the problem. A copy of the invoice or other evidence of purchase is useful.
For a return, ask us to confirm the return address and any packing or collection arrangements. Our registered office is a correspondence address. Keep evidence that you sent any cancellation and proof of posting if you send goods back. A return reference can help us match your parcel to the order. You do not need to wait for a return reference before giving timely notice of a statutory cancellation.
2. Faulty, damaged or incorrectly supplied goods
If goods are faulty, damaged on arrival, different from their description or unsuitable for a particular purpose agreed with us, get in touch and explain what happened. For example, tell us if the supplied labels have the wrong dimensions, material, quantity or artwork. If a problem emerges while printing, tell us the printer model and settings and retain a few affected sheets or labels if practical. Let us know before continuing with a full run so that we can help establish the cause.
Under UK consumer law, eligible consumers normally have a short-term right to reject goods that do not conform to the contract within 30 days, subject to the statutory rules. Depending on the circumstances, you may also have a right to repair or replacement, followed by a price reduction or final rejection where the law provides for it. Where a consumer validly rejects faulty goods, the trader generally bears reasonable return costs. We will discuss collection or return arrangements and the remedy available. These rights apply to personalised goods as well as standard products.
3. Consumer change-of-mind cancellations
If you bought eligible standard goods as a consumer by email, telephone or another qualifying distance method, you normally have 14 days after receiving them to tell us you want to cancel. Where one order is delivered in parts, the period normally runs from receipt of the final item or part. You do not have to give a reason. Send a clear cancellation statement to us by email or post. An example is provided below, and you can use your own wording. Once you have given notice, you normally have a further 14 days to send the goods back unless we have offered to collect them.
Please handle goods only as needed to establish their nature, characteristics and functioning, as you would reasonably be able to do in a shop. Keep labels protected from moisture, dirt and damage when packing the return. A deduction for loss of value may apply when handling went beyond what was needed and the law permits a deduction. We do not charge a restocking fee for exercising a statutory cancellation right. The direct cost of sending goods back after a change-of-mind cancellation may be yours if we told you before the order and the law allows it. That rule is separate from returns of faulty or misdescribed goods.
4. Personalised or made-to-specification labels
The statutory change-of-mind right generally does not apply to goods made to your specifications or clearly personalised, such as labels printed with your own artwork or made to a bespoke die specification. The exception depends on what was ordered. Check the order documents or ask us if you are unsure whether it applies to your job. If you need a change after confirming a custom order, contact us as soon as you can so we can check whether the job can be changed and what costs, if any, have already been incurred.
The custom-goods exception relates to cancellation for a change of mind. If your custom labels are faulty, misdescribed or differ from the agreed specification, the appropriate remedies under your contract and applicable law still apply.
5. Refund timing and delivery charges
For an eligible consumer distance cancellation, we will issue the refund without undue delay. If we have not offered to collect, the statutory deadline is generally 14 days from the earlier of our receipt of the goods and your evidence that you sent them back. If we have offered collection, the deadline generally runs from your notice of cancellation. For a full cancellation, the refund normally includes the cost of the least expensive standard delivery option offered. Any extra cost of an upgraded delivery service you chose is treated separately under the statutory rules.
Refunds for statutory cancellations are made using the original payment method unless you expressly agree another method. We do not charge a fee for issuing a statutory refund. The deadlines and remedies for faulty goods are separate from change-of-mind cancellations and follow the applicable law. Please include your invoice reference if you need us to trace a refund. Never send full card details by email.
6. Business orders
Consumer change-of-mind rules generally do not apply where you order for a trade, business, craft or profession. For a business return, check the agreed quote, order confirmation and any trade terms supplied at the time. If a business delivery is wrong or there is a quality problem, send the product or batch reference, the quantities involved and a brief explanation so we can look into the issue. Any remedy depends on the agreed terms and applicable law.
7. Example cancellation notice
You can use the following wording to cancel an eligible consumer order. Fill in the relevant details and send it to Labeldex Limited at sales@labeldex.ltd or by post to Unit 9 Dalweb Industrial Estate, Gravel Lane, Banks, Southport, PR9 8DE.
I give notice that I am cancelling my contract for the following goods [describe goods and quantity]. My order reference is [reference]. I ordered on [date] and received the goods on [date]. My name and address are [details]. The date of this notice is [date]. Include your signature if you send the notice on paper.
Read the official guidance on consumer returns and refunds. GOV.UK returns guidance