At Post Express, customer satisfaction is our top priority. We aim to deliver excellence in all aspects of our service. However, we recognize that there may be circumstances where refunds are warranted. This document outlines the conditions, procedures, and terms under which refunds will be processed to ensure clarity and fairness for our customers.
1. Scope of the Refund Policy
This Refund Policy applies to all Post Express services, including standard delivery, express shipping, and international courier services. By using our services, you agree to the terms set forth in this policy.
2. Situations Eligible for Refunds
Post Express will consider refund requests under the following conditions:
2.1. Delivery Delays
Refunds may be issued if:
- Delivery is delayed beyond the guaranteed timeframe due to factors within Post Express’s control.
- Delays are not caused by inaccurate address details, recipient unavailability, or external factors such as natural disasters.
2.2. Lost Shipments
If a package is declared lost after an investigation by our team, a full or partial refund will be issued based on the declared value of the shipment and the level of insurance purchased.
2.3. Damaged Shipments
For packages damaged during transit, Post Express will reimburse the sender or recipient after verifying the claim. Refunds may cover the shipping cost and compensation for the item's value (up to the insured amount).
2.4. Service Cancellations
If the service is canceled prior to dispatch, customers may be eligible for a refund minus any administrative or processing fees.
2.5. Incorrect Billing
Refunds will be issued if overcharging or duplicate billing is confirmed.
3. Non-Refundable Scenarios
Refunds will not be granted in the following situations:
- Delays caused by incorrect or incomplete address details provided by the sender.
- Recipient refusal to accept the shipment.
- Shipments containing restricted or prohibited items as per Post Express's policies.
- Situations outside of our control, including adverse weather conditions, government restrictions, or customs delays.
- Failure to file a refund claim within the stipulated timeframe (usually within 30 days of the incident).
4. Refund Request Process
We strive to make the refund process as seamless as possible. Please follow these steps:
4.1. Initiate a Request
Contact our support team via:
- Email: [email protected]
- Phone: +44 204 577 0855
Provide the tracking number, details of the issue, and any supporting documentation (e.g., proof of damage or receipts).
4.2. Verification
Our team will review your request and investigate the issue. You may be required to submit additional information, such as photographs of damaged goods or a written claim.
4.3. Processing the Refund
Once the claim is validated, refunds will be processed within 7–10 business days. Refunds will be issued to the original payment method or as a service credit, based on your preference.
5. Partial Refunds and Adjustments
Post Express may offer partial refunds in the following cases:
- Downgraded service levels (e.g., a delay in express shipping reverting to standard).
- Partial loss or damage of contents in multi-item shipments.
6. Additional Notes
- Refund amounts will not exceed the shipping cost and declared value of the item(s).
- Administrative fees, fuel surcharges, and other non-shipping charges may not be refundable.
- Customers are encouraged to purchase insurance for high-value items.
7. Contact Us
For any questions regarding this Refund Policy, or to initiate a refund request, please reach out to us:
- Email: [email protected]
- Phone: +44 204 577 0855
- Address: 267 Merton Rd, London SW18 5JS
At Post Express, we value your trust and strive to resolve all issues promptly and fairly. Thank you for choosing our service!