"A full refund will be issued for orders that are cancelled prior to collection." To cancel, customers must call during specified business hours: Monday-Friday 9:00am – 5:30pm, Saturdays 10:00am – 3:00pm.
Failed collections do not qualify for refunds. If a parcel isn't picked up during the pre-requested window, customers should contact the company to arrange a new collection time.
Since transit times aren't guaranteed, delayed shipments won't be refunded. "A money-back guarantee may be offered by the carrier in cases of negligence but this is wholly at the carrier's discretion."
For lost or damaged parcels, "up to 100% of your carriage costs will be refunded, provided your claim is accepted by the carrier." A specific caveat applies: "TNT claims for damage will only be accepted if the parcel is signed for as damaged upon delivery." Additional content cover can be purchased at the time of booking.
If a parcel is returned without leaving the UK due to "insufficient packaging, incorrect documentation or prohibited items," the customer is liable for UK carriage costs and receives only a partial refund covering the overseas carriage portion.
A special exception exists for UPS shipments: if the parcel is returned without leaving the UK because it failed an x-ray screening (deemed "too dense for X-ray"), a full refund will be issued.