At Parcel2Ship, we strive to provide excellent service and ensure customer satisfaction with every shipment. This return policy outlines the circumstances under which returns and refunds may be processed, and the procedures for requesting them.
This policy applies to all services provided through the Parcel2Ship platform, including domestic and international shipping services. By using our services, you agree to the terms outlined in this return policy.
Service Cancellations
Before Collection
Cancellations are possible before your parcel is collected by the courier. The following conditions apply:
- Same-day cancellation: Full refund available if cancelled within 2 hours of booking
- Next-day cancellation: Refund minus processing fee (AED 10) if cancelled before collection
- After collection scheduled: Cancellation may not be possible once courier is en route
- Special services: Express and time-sensitive deliveries may have different cancellation terms
After Collection
Once your parcel has been collected by the courier, cancellation is generally not possible. However, we may be able to assist in the following circumstances:
- Parcel has not yet left the origin facility
- Service disruption or delay caused by the courier
- Incorrect service selection due to system error
- Emergency situations (subject to verification)
Refund Eligibility
Full Refunds
You may be eligible for a full refund in the following situations:
- Service not provided due to courier failure
- Significant delay beyond guaranteed delivery time (where applicable)
- Parcel lost in transit (subject to investigation)
- System error resulting in incorrect pricing
- Duplicate charges or billing errors
- Cancellation within the allowed timeframe
Partial Refunds
Partial refunds may be considered in these circumstances:
- Service downgrade due to courier limitations
- Late cancellation (processing fees may apply)
- Delivery to alternative location when original address unavailable
- Service modification requested after booking
Non-Refundable Situations
Refunds will not be provided in the following circumstances:
- Delivery delays due to incorrect or incomplete address information
- Recipient unavailable for delivery (multiple attempts made)
- Customs delays or issues for international shipments
- Prohibited items discovered during transit
- Damage due to inadequate packaging
- Change of mind after successful delivery
- Force majeure events (natural disasters, strikes, etc.)
Refund Process
How to Request a Refund
- Contact Customer Service: Email [email protected] or call +971 4 123 4567
- Provide Information: Include your tracking number, booking reference, and reason for refund request
- Submit Documentation: Provide any supporting evidence (photos, receipts, etc.)
- Await Review: Our team will review your request within 2-3 business days
- Receive Decision: You will be notified of the outcome via email
Processing Times
- Review Period: 2-3 business days for standard requests
- Complex Cases: Up to 7 business days for investigations
- Refund Processing: 5-10 business days after approval
- Bank Processing: Additional 3-5 business days depending on your bank
Refund Methods
Refunds will be processed using the same payment method used for the original transaction:
- Credit/Debit Cards: Refunded to the original card
- Digital Wallets: Returned to the original wallet (PayPal, Apple Pay, etc.)
- Bank Transfers: Processed to the original account
- Account Credit: May be offered as an alternative for faster processing
Parcel Protection Claims
If you purchased Parcel Protection and your shipment is lost or damaged, this is handled separately from our return policy:
- Claims must be reported within 14 days of expected delivery
- Evidence of loss or damage must be provided
- Claims are processed according to the protection level purchased
- Compensation is based on declared value and protection terms
Dispute Resolution
If you are not satisfied with our refund decision, you may escalate your case through the following channels:
- Management Review: Request escalation to senior management
- Written Appeal: Submit a formal written appeal with additional evidence
- Third-Party Mediation: Independent dispute resolution services
- Regulatory Bodies: Contact relevant consumer protection authorities
Special Circumstances
International Shipments
- Customs duties and taxes are non-refundable
- Delays due to customs processing are not grounds for refund
- Country-specific restrictions may affect refund eligibility
- Currency fluctuations may affect refund amounts
Business Accounts
- Volume discounts may affect refund calculations
- Contract terms may override standard refund policy
- Account credits may be preferred for business customers
- Dedicated account managers handle business refund requests
Prevention and Best Practices
To minimize the need for returns and refunds, we recommend:
- Double-check addresses: Ensure all address details are accurate and complete
- Choose appropriate services: Select delivery options that meet your timeline needs
- Package properly: Use adequate packaging to prevent damage
- Declare accurately: Provide correct item descriptions and values
- Consider protection: Purchase appropriate insurance for valuable items
- Track shipments: Monitor your parcels and report issues promptly
Policy Updates
This return policy may be updated from time to time to reflect changes in our services, legal requirements, or business practices. We will notify customers of significant changes through our website and email communications. Continued use of our services after policy updates constitutes acceptance of the revised terms.
Contact Information
For questions about our return policy or to request a refund, please contact our customer service team:
Email: [email protected]
Phone: +971 4 123 4567
Live Chat: Available on our website during business hours
Business Hours: Sunday to Thursday, 9:00 AM - 6:00 PM GST
Address: Parcel2Ship.com Limited, Dubai, UAE
Last updated: January 2025