Refunds will be made, in full, if cancellation is requested before parcel collection takes place.
A refund will be granted should you experience an unreasonable delay or sub standard quality in the service agreed upon at the time of booking, if these issues are due to negligence by Prime Parcel.
If you cancel at the time of, or after the courier collection has been made the customer will be charged in full.
If you want us to return your parcel back to you due to change of mind, excess weight or any other reason you are liable for parcel collection and parcel delivery charges.
Refunds cannot be granted for longer Transit times. Transit times are estimated in working days from date of parcel collection. Remote areas may take longer. Estimations are based on average transit times. Delays due to customs, weather etc can occur, so we advise that you plan for this possibility.
Refunds will not be issued for any order that is refused or abandoned by the intended receiver, orders that can't be delivered due to an incorrect address, or orders seized by Customs.
Should a refund be appropriate, it shall be made back to the payment method originally used to book the transaction or into a prepay account with www.primeparcel.uk - refunds can only be processed to the contracted party who paid for the order.
IMPORTANT INFORMATION
Please keep your receipt and any relevant documentation for each parcel you send and a receipt (or similar proof of value) for the contents.
If a claim is made for damage, the recipient must keep all packaging and any damaged items for inspection until the claim is resolved. The recipient may be asked to complete a questionnaire and/or to provide photographs of the item and the packaging.
If a claim for loss or disputed delivery is made, the recipient may be asked to affirm that the item was not delivered and its value (if known).
To progress a claim, any such information requested by Prime Parcel must be provided within 21 days. If the information requested is not received within this timescale, Prime Parcel reserves the right to close the claim.
If there is an error in a claim application or the supporting evidence that results in the need to re-issue a cheque, an administration charge of £10.00 will be deducted from the claim amount.
Any claims which overstate the value of the contents will be rejected. No payment towards the value of the contents will be made, although any relevant refund for delay payment will be made.
CONTACT
Questions, comments and requests regarding this refund policy are welcomed and should be addressed to cs@primeparcel.uk.