Your total satisfaction is our priority. Consequently Davenport Packaging operates a Quality Management System which complies with the requirements of BS EN ISO 9001:2000 and is audited independently by the B.S.I. All products are subjected to a rigorous quality inspection prior to despatch, to prevent you experiencing unwelcome surprises. If however your purchase fails to meet your expectations, call Customer Service on 01332 821200 and we will speedily resolve the problem.
I have a problem with my order
In the unlikely event that you need to contact us with a problem, our Customer service team will make every effort to resolve your query speedily and efficiently. When telephoning or emailing, please quote your account number or order reference number.
To contact our Customer Service team, call us on 01332 821200 weekdays 8.30am-5.30pm or email us at firstname.lastname@example.org (link deliberately static to prevent address harvesting by spammers)
Please note, in the event of a problem with your delivery, it is essential that you notify us within 5 days of receipt to ensure that your claim is valid.
How do I know when my order's been dispatched?
We will notify you when your consignment is despatched, either by fax or email. To assist us in concluding your order satisfactorily, please ensure that someone is available to receive the consignment and advise us of any periods when the premises may be closed so that we can notify the carrier.
What is the procedure when my order arrives?
Please inspect the outer packaging and the contents of all parcels before signing the carrier's delivery note. If any part of your order is defective or missing, please reflect this on the carrier's note e.g. "damaged in transit" or "2 parcels only received" etc. and refuse delivery of the damaged parcel only. A signature of "received in good condition" may void any subsequent claim for damage in transit.
Please do not accept delivery without checking and sign the carrier's delivery note "not inspected" or "received unchecked" or "unexamined" etc. as this will not be accepted by the carrier in the event of a claim.
If you experience any problem with your delivery, please call Customer Service on 01332 821200 within 5 days of receipt.
The product is faulty on receipt
Contact Customer Service on 01332 821200 and have the product nearby so that we can discuss possible solutions. If it is established that the product appears to be defective, we will arrange to collect it forexamination and testing back at our depot.
If the item is found to be defective we will either supply a replacement or a refund. If the product is not found to be defective it will be returned to you.
What do I do if my order is delayed?
If your order does not arrive when anticipated, please call our Customer Service team on 01332 821200 or email us at email@example.com (link deliberately static to prevent address harvesting by spammers). We will check to establish if the order has been despatched or if it has been delayed due to a payment problem or stock shortage and advise you accordingly.
I have changed my mind and I don't want the item I ordered
We do not sell products on a trial basis and any item found to be unsuitable through no fault of Davpack can only be returned in exceptional circumstances and subject to a restocking charge of 15% plus delivery. The product must be in a fully re-sellable condition and packaged as originally despatched. We reserve the right to refuse to re-stock or refund money for products purchased in error which are not in a re-sellable condition.
How do I return a product?
We aim to provide quality, value for money products and excellent service to ensure 100% Customer satisfaction. In the unlikely event that your order is received damaged or does not meet your expectations, please contact Customer Service on 01332 821200.
You will be issued with an RNN (Returns Notification Number) which must be attached by a label to the outer packaging of the product to be returned.
You can arrange to return a product by either selecting a carrier of your own choice or by using our collection service Monday-Friday from £8.90 + vat.
Whichever method you use, it is essential that you obtain a confirmation of despatch and use a carrier which obtains a signature for receipt of the delivery.
How do I label an item for return?
Prior to returning any products to Davpack, please ensure the following guidelines are observed to ensure the package arrives back at our depot in good condition:
You have obtained an RNN number from our Customer Service team.
Re-package the product exactly as it was supplied and in the original packaging.
Remember to enclose documents and accessories if relevant.
Clearly label the package with our full address and the supplied RMA number.
Do not write directly on, or deface the original packaging with ink.
Ensure the package is securely sealed with tape etc.
Returns sent back incorrectly labelled/packaged or in an unacceptable condition may be rejected upon receipt.
Our postal address is:
East Service Road
Derby DE21 7BF
How do I return an item for warranty repair?
If you need to return an item to Davpack for repair under warranty, you need to first obtain an RNN number from our Customer Services team on 01332 821200.
You pay the cost of delivery to us. You can arrange to return a product by either selecting a carrier of your own choice or by contacting our Customer Service team on 01332 821200 to use our collection service, Monday-Friday from £7.85 + vat.
Whichever method you use, it is essential that you obtain a confirmation of despatch and use a carrier which obtains a signature for receipt of the delivery - please refer to Labelling items awaiting collection above.