Cancellation requests should be submitted at least one (1) day before the scheduled collection date.
The user accepts that:
- The deadline to submit a cancellation request is fifteen (15) days from the date the order was paid, except for Royal Mail services, for which the deadline is seven (7) days from the date the order was paid.
- Packlink PRO will not make refunds when requested after 15 days as established by the Right to Return Goods; however, it will provide the customer with the option of expediting the goods after the contracted collection date, as long as the service data is not changed in any way (sender, recipient, weight, volume, cash on delivery, extra protection, etc.).
- Once the courier has made the collection it will not be possible to cancel the service, and therefore the transport cost will not be reimbursed.
- Packlink PRO will fully refund the invoiced amount as long as the user submits the request through the Help and support section of their PRO account, by selecting Create ticket and then the Cancel option. Packlink PRO will not accept cancellation requests submitted through other channels.
- The refund will always be processed through the same payment method that was used when contracting the service.
- The refund will be effective within (10) ten days from the date of confirmation issued by Customer Support.
- In the event that the direct debit payment option has been enabled, the payment will be effective in the next invoicing cycle as a credit note, as long as it has accumulated the sufficient amount to do so.
- Packlink PRO reserves the right to cancel any service in the event that it detects a breach of the Terms and Conditions by the user.