Returns Collection

Cancellation Policy

These terms apply to customers using Parcel Relay’s Returns Collection Service, where we collect parcels from a customer’s home and drop them off at the appropriate courier returns location on their behalf. 1. Service Description The Returns Collection Service allows customers to request a pickup of a pre-labelled return parcel. Parcel Relay will collect the item from the customer's home and deliver it to the correct returns drop-off point (e.g. Royal Mail, Evri, DPD, UPS, Collect+). 2. What’s Included Collection from the customer’s home. Drop-off to the relevant courier or returns provider. Basic confirmation of drop-off where available. 3. Customer Responsibilities Customers must: Provide the correct return label and attach it securely to the parcel or upload it via the booking form. Ensure the return is appropriately packaged and complies with the courier's weight and size restrictions. Be available or ensure access at the agreed collection time. We reserve the right to refuse collection if the item is not safely packaged, is prohibited by the courier, or exceeds size/weight limits. We do not open any packages unless we suspect prohibited items. 5. Liability Parcel Relay accepts no liability for: Lost or delayed refunds from the original retailer. Damage to parcels not securely packaged. Returns rejected by the original courier due to labelling or packaging issues. Parcel Relay’s responsibility ends once the parcel has been successfully dropped off and a receipt or confirmation has been obtained (where possible). 6. Cancellations & Refunds Cancellations made more than 24 hours in advance may be refunded at our discretion. No refunds will be issued if the collection is missed due to customer unavailability or improperly prepared parcels. 7. Limitations We do not offer same-day returns drop-off unless explicitly agreed. Some courier drop-offs may be subject to cut-off times or location opening hours.