1. Scope

This Refund Policy explains when and how Premium Postal Service refunds charges you have paid to us - including freight charges, clearance and customs handling fees, and any other fee we have collected in respect of a shipment. It forms part of our Terms and Conditions.

2. When a Refund May Be Due

You may be entitled to a refund where:

• you have overpaid, or the same charge has been paid twice;
• a fee was charged to you in error, or was calculated incorrectly;
• a fee was collected for a service that was not ultimately provided;
• a shipment is cancelled before it is dispatched;
• a shipment is lost or is confirmed undeliverable and the claim is settled in your favour; or
• the actual duties and charges assessed are lower than the amount we collected in advance.

3. How Refunds Are Paid

Refunds are paid by bank transfer, or by cheque where a bank transfer is not practical. Refunds are not paid in cash, in cryptocurrency, or in vouchers or credit.

A refund is paid to the person or company who originally paid the charge, and to a bank account or payee name in that person's or company's name. We will not pay a refund to a third party.

4. When Refunds Are Processed

• Where the shipment is delivered: the refund is processed after the shipment has been delivered and the account for the shipment has been reconciled, so that the final duties and charges are known. We aim to pay within fourteen (14) business days of delivery.
• Where the shipment is cancelled before dispatch: the refund is processed once the cancellation is confirmed, without waiting for any delivery. We aim to pay within fourteen (14) business days of confirming the cancellation.
• Where the shipment is lost, destroyed, or confirmed undeliverable: the refund is processed once the claim or investigation is concluded, without waiting for any delivery. We aim to pay within fourteen (14) business days of the claim being settled.
• Where a payment was made in error or in duplicate: the refund is processed once we have verified the payment, without waiting for any delivery.

In no circumstances is a refund withheld indefinitely because a shipment has not been delivered. If a shipment is not delivered, the relevant provision above applies instead.

5. What We Need From You

To process a refund we will ask you for:

• the tracking number of the shipment;
• proof of the payment (the receipt or payment reference we issued);
• the bank account details, or the payee name for a cheque, of the person or company who made the payment.

6. Charges That Are Not Refundable

• Customs duties and taxes that have been paid to a government authority on your behalf. These must be reclaimed from that authority; we will provide the documentation you need to do so.
• Third-party charges we have already paid on your behalf and cannot recover, such as airline fees, port charges or inspection fees already incurred.
• Storage or demurrage charges that accrued because of a delay caused by you or by the consignee.
• The cost of returning an undeliverable shipment, where the shipment was undeliverable because the address or contact details supplied to us were incorrect.
• The freight charge for a shipment that has already been dispatched, except where the shipment is lost or a claim is settled in your favour.

7. Cancellations

A shipment may be cancelled at no charge at any time before it is collected or dispatched. Once a shipment has been dispatched, the freight charge is not refundable, although any fee collected for a service that was not performed will be refunded in accordance with this policy.

8. Disputes

If you disagree with a charge, contact us before initiating a chargeback with your bank. We will investigate and respond within a reasonable time. Raising a dispute in good faith will never affect the handling of your shipment.

9. How to Request a Refund

Send your request, with the information listed in section 5, to info@premiumpostalservice.com, or call us on . We will acknowledge your request and tell you what happens next.

10. Contact Us

Premium Postal Service
https://premiumpostalservice.com
Email: info@premiumpostalservice.com
Phone:

Last updated: 07 September 2026