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Refund policy

RETURNS AND REFUNDS — STRAWS DIRECT

Straws Direct is a trading name of Fast Products Distribution Ltd, registered in England and Wales (company no. 11991629). Drinking straws are food-contact products supplied in sealed packaging, so once a pack has been opened it cannot be taken back. Your rights if an order arrives damaged, faulty, short or incorrect are unaffected and are set out below.

Opened packaging cannot be returned
Straws are supplied sealed for food safety and hygiene reasons. Once the sealed packaging of a pack, box or case has been opened, the goods cannot be resold and are not eligible for return or refund on a change of mind. Unopened goods with their seals intact can be returned as set out under “Change of mind” below. This restriction does not apply where goods are damaged, faulty, short-supplied or not what you ordered.

Damaged or faulty goods
If goods arrive damaged, or are faulty, tell us within 3 working days of delivery at hello@strawsdirect.co.uk with your order number and photographs of the goods and outer packaging. We will replace the affected items or refund them in full, including any delivery cost, at your choice. Please keep the packaging until the claim is settled. You do not need to leave goods sealed to make a claim of this kind.

Wrong item supplied
If we send the wrong product or the wrong quantity, tell us within 10 working days of delivery. We will arrange collection at our cost and send the correct goods or issue a full refund.

Shortages
Report any shortage within 3 working days of delivery so we can investigate with the carrier.

Change of mind
Unopened goods, with all seals intact and in their original undamaged outer packaging, may be returned within 30 days of delivery by prior agreement. Email hello@strawsdirect.co.uk before returning anything — returns sent without a return authorisation may not be accepted. Return carriage is at your cost, and a restocking charge of up to 20% may apply. Refunds are issued once the goods are received back and inspected.

Goods we cannot accept back on a change of mind

  • Any pack, box or case whose sealed packaging has been opened — straws are food-contact goods and cannot be resold once unsealed
  • Custom-printed straws and any other made-to-order or bespoke items
  • Broken cases, or packs that have been split, relabelled or over-stickered
  • Goods that are no longer in a resaleable condition

Single-use plastic straws
Orders containing single-use plastic straws require an eligibility declaration under the Environmental Protection (Plastic Straws, Cotton Buds and Stirrers) (England) Regulations 2020. Where an order cannot be fulfilled because that declaration is not satisfied, the order is cancelled and refunded in full.

How refunds are made
Refunds are issued to the original payment method within 14 days of us accepting the return or agreeing the claim. Where VAT was charged, it is refunded with the goods.

Contact
hello@strawsdirect.co.uk
Fast Products Distribution Ltd, 3 Park Street, Gomersal, Cleckheaton BD19 4RF
VAT No. GB355183004