ensure you read these terms and conditions with care, taking
particular notice of clause 18, and the terms within it, as that
outlines the extent our liability under these terms and conditions.
Please be aware there are certain items that are prohibited and/or restricted from our services, any prohibited/restricted item sent will be done so at the customers own risk and we would not accept liability on these items. You can check the list of prohibited and restricted items here - www.parcelforce.com/help-information/sending-advice/prohibitions-and-restrictions
Any item that is declared as ‘eBay item’, ‘Goods’, ‘Car Parts’, ‘Personal items’, ‘gift’, or any item similar in deion or content can only be carried if the deions is altered by the customer prior to completing their order. Any customer choosing to send an item under these deions will be doing so at their own risk and no claim can be processed.
Please note all items must be declared with the correct Value of Contents in the Parcel Information when placing an order. This is the maximum amount that can be claimed in the event of a loss or damage, subject to all other Terms and Conditions and adequate compensation cover purchased. Should the order value be entered as zero, a claim will not be accepted on that order.
As a user of this website you acknowledge that you are bound to our Terms and Conditions below. These Terms and Conditions are effective as of 1st February 2014. The Terms were last updated on 1st February 2014.
The Conditions (as defined below) apply to the access to and use of the Site, and to any correspondence by e-mail between you and us. Please read these terms carefully before using the Site. Using the Site indicates that you accept the General Conditions regardless of whether or not you choose to become a Member. If you do not accept the General Conditions, please do not use the Site.
We may revise the Conditions at any time by updating this posting. You should check the Site from time to time to review the current version of the Conditions because they are binding on you. Certain provisions in the Conditions may be superseded by expressly designated legal notices located on particular pages of the Site.
In the event of conflict between these Terms and Conditions and those of the Relevant Carrier then those of the Relevant Carrier shall take precedence.
Whilst we endeavour to ensure that the Site is available 24 hours a day, we shall not be liable if, for any reason, the Site is unavailable at any time or for any period.
Access to the Site may be suspended temporarily and without notice in the case of a system failure, maintenance or repair or for any reasons beyond our control.
Whilst we endeavour to ensure that the information on the Site is correct, we do not warrant the accuracy or completeness of the material on the Site. We may make changes to the material on the Site at any time and without notice. The material on the Site may be out of date, and we make no commitment to update such material.
The contents of the Site are provided ‘as is‘, and we provide no warranties in respect of such contents.
You are prohibited from posting or transmitting to or from the Site any material:
- that is threatening, defamatory, obscene, indecent, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience; - for which you have not obtained all necessary licences and/or approvals; - which constitutes or encourages conduct that would be considered a criminal offence, gives rise to civil liability, is otherwise unlawful or infringes the rights of any third party, in any country in the world; or - which is technically harmful (including, without limitation, computer viruses, logic bombs, Trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data).
You may not misuse the Site (including, without limitation, by hacking).
We will co-operate fully with any law enforcement authorities or court order requesting or directing us to disclose the identity of, or locate, anyone posting any material in breach of this clause.
You are permitted to view, print and download extracts from the Site for your own use on the basis that:
Unless otherwise stated, the copyright and other intellectual
property rights in all material on the Site (including, without
limitation, photographs and graphical images) are owned by us or our
licensors. Save as agreed otherwise, any use of extracts from the Site
is prohibited, and if you breach this clause, your permission to use the
Site automatically terminates and you must immediately destroy any
downloaded or printed extracts from the Site.
No part of the Site may be reproduced or stored on any other website or included in any public or private electronic retrieval system or service without our prior written permission.
To the extent permitted by law we hereby exclude:
This does not affect our liability for death or personal
injury arising from our negligence, nor our liability for fraudulent
misrepresentation or misrepresentation as to a fundamental matter, nor
any other liability which cannot be excluded or limited under applicable
6.0 Information about you and your visits to our site
In order to view quotation results, you must provide your email address and name, and whether you are a business or personal user of the site. This is for verification and you will be added to our mailing list so we can inform you of important updates to our services, along with informing you of promotions and special offers. By providing these details at this stage, you agree to receive emails from us.
7.0 Our Obligation to the customer
Parcel China will arrange delivery of the parcel/consignment(s) through a third party service with the reputable carrier as chosen at the time of ordering.
Parcel China do not come into direct contact with the consignment‘s but arrange the shipment through one of the carriers that we hold an account with.
Parcel China reserve the right to without notice - Introduce, change, remove any pricing, Service or discount that is available online.
There will be between 1-3 delivery attempts that will be made for each consignment, depending on the service or carrier used for the delivery. If the parcel/consignment(s) has to be returned to the sender, then a return charge will be applied and the customer understands they are liable for this. Should the consignment be returned to Parcel China‘s Head Office it is the Customer‘s responsibility to pay to have the item collected and delivered to their designated delivery address and accept liability for any return charges originally applied to the order.
Please ensure the correct parcel is given to the correct collecting agent that you have chosen at the time of ordering. Please also ensure that when sending multiple parcels, the correct labels are attached to the correct parcels as miss-labelled parcels cannot be re-shipped free of charge. It is the responsibility of the customer at the collection point to ensure the correct parcel is given to the correct courier. Should a parcel be given to the incorrect courier an additional surcharge may be applied to the order to have the parcel returned. No refund can be given on the original order due to an incorrect parcel being handed to a courier.
Export services can be collected from a Residential address or Business. Please note the Import services are collection from a Business address only. Parcel China can only deliver to a full street address. We cannot deliver to a PO Box. If a consignment has to be returned for this reason, no refund will be given.
The carrier / Parcel China have the right to refuse a consignment for a given reason such as No Packaging, insufficient packaging or the consignment being too large. In addition, Parcel China has the right to refuse any order/user from our system.
All customer services queries/claims must be directed through Parcel China who will then contact the relevant carrier on the sender‘s behalf. If the carrier is contacted directly, Parcel China may not be able to assist you with your query at a later date and this could also affect your right to make a claim with Parcel China.
Parcel China‘s services are door to door. It is advised to check the postcode before sending for International addresses in case of exclusions. Please note many areas in Turkey, Uganda and Ukraine are not door to door.
Please note that not all service offered by Parcel China require the receiver‘s signature upon delivery. It is the customer‘s responsibility to check the information on the services on www.Parcel China to see if the service they are choosing requires a signature on delivery or not. Should a service be ed where no signature is required no claim for loss can be made if there is a valid delivered scan available.
Please also note that certain areas of the USA & Australia are classed as ‘Driver release areas‘ which means that the carrier deems this a ‘safe‘ area and parcels can be left at the door without a signature. No claim can be made for such deliveries.
Parcel China requires a telephone number for the receiver who may be called in the event of an address query. Please note for any overseas address a local number is needed, the carrier will not call a UK number. Parcel China will not re-ship any returned item if a telephone number has not been provided and the carrier could not call to arrange delivery.
Payment is taken by our automated system at the end of your order once the service has been booked with our carrier. All prices quoted on our web site are in pounds sterling. Parcel China reserves the right to refuse any order and will process payment security checks on certain transactions and values.
The order and any cancellation of order will be confirmed in writing via e-mail. If this is not received, please contact our offices via the Contact Us page on our site, where the transaction will be confirmed by a member of our Customer Support team.
Tracking is available through our carrier’s web site. It is the customer‘s responsibility to track all shipments. Tracking is available up to a period of 12 weeks from making the booking. At that stage the tracking number may be re allocated.
Hard copy Proof of Delivery will be charged at £15.00 per item. Please note the Proof of delivery is only kept for up to three months after delivery.
8.0 Customer‘s Obligation
The Customer shall warrant and undertake the following conditions:
The Customer shall fully indemnify and hold both the Company
and the Carrier harmless for any costs, expenses, loss or damage
howsoever arising out of its or any third party‘s failure to comply with
the provisions of this section.
9.0 The Carriers Conditions of Service
For all Deliveries, the following Carriers Conditions will apply:
It is a mandatory requirement under this paragraph that you, the Customer, have read, understood, acknowledged and agreed to the Carriers Conditions of Service.
10.0 Delays in Service
Delays in service may be experienced under the following conditions:
No Refund can be given for a delayed service for any of the above caused.
The Company, its servants or agents shall not be liable to the Customer in any circumstances or to any extent whatsoever in respect of damage caused to the consignment unless written notice is received by the Company within 3 Calendar Days of the consignment being delivered.
The written notice must be via our email -and include all the necessary supporting documentation. Any documents missing from the claim and/or submitted outside of the three calendar day timescale will result in the claim form being rejected.
Any claim for partial loss of a consignment or dispute in the delivery where a delivery scan is available must also be raised with Parcel China in writing via our customer service email address within 3 Calendar days of the delivery accompanied by all the necessary documents. Any documents received outside of this timescale will result in the claim being rejected.
For loss of the complete Consignment written notice must be received by the Company - again, via our customer service email address, within 7 Calendar days of the estimated delivery date. Please allow up to 60 working days for any claim to be fully dealt with.
Please note that not all services provide cover for damage to consignments during transit. You should check with Parcel China for specific service information in regards to cover included with each service. Should a consignment be sent via a service where no damage cover is available any claim made will be rejected for this reason.
If the Company is at any time be prevented from or delayed in starting, carrying out or completing any services described in the Schedule by reason of strikes, lockouts, labour disputes, weather conditions, traffic congestion, mechanical breakdown or obstruction of any public or private road or highway or any cause whatever beyond the Company‘s control, the Customer shall have no claim for damages or otherwise against the Company its servants or agents for any consequential loss as a result thereof provided that in the case of mechanical breakdown of one of the Company‘s vehicles the Company shall use its best endeavours to provide a replacement vehicle with the minimum practicable delay. No refund can be given in such instance where the service received was delayed for reasons outside of Parcel China‘s direct control.
The Company, its servants or agents shall not in any circumstances be liable for any late delivery or miss-delivery or non-delivery caused or contributed to by any deficient or ambiguous labelling of the Consignment.
The customer remains responsible for ensuring packaging is adequate for transportation. If an item does not comply with the Packaging Guidelines, then a claim will be rejected. If an item is not labelled in accordance with the Labelling Guidelines, then a claim will be rejected. Please check with our customer service staffs before ordering. Should the customer a service that requires a shipping label to be printed Parcel China will make this known prior to the confirmation and payment for this service. The "Printer required" logo will be visible alongside the service and should the customer chose to book a service with this logo and not print the required label then no refund will be given and no claim accepted. It is the customer‘s responsibility to ensure the correct labels for the service ed are used.
Any item that is listed in our Prohibited Items list & Restricted Items list will be exempt from our liability cover for any type of claim. Please check our Prohibited Items list & Restricted Items list prior to booking to ensure the item being sent is not listed. By accepting these terms and sending the item you are agreeing that if the item is listed then no claim can be raised and any additional transit cover purchased will be void and non-refundable.
Any consignment sent on any service booked through Parcel China with incorrect weight and dimensions entered at the point of booking, will not be covered under the transit compensation scheme. This includes the standard cover and any additional cover purchased will be void and non-refundable. Additional surcharges may also apply and the Customer will be liable to settle these prior to delivery of the consignment.
That may be subject to a surcharge for being too large or too heavy will not receive any transit cover - neither the free included amount nor any additional cover purchased.
The person placing the order is responsible for the information entered. Parcel China will deal with the person who placed the order only. Parcel China will not be held responsible for wrong information that is entered during the order process and no refunds will be given in this instance.
Liability is limited to the negligence of the company carrying the goods. This is then limited to the customer who placed the order with Parcel China.
Loss, damage and Money Back Guarantee‘s under the following conditions will not be covered:
Liability is limited to the value of the item, excluding
postage and packaging costs, up to the maximum amount of compensation
cover included and/or purchased and to the cost of sending the item
only, excluding any premiums paid for additional compensation cover in
case of loss of the consignment.
We will not be liable for any further claim for any loss of profit, administrative inconvenience, disappointment, or indirect or consequential loss or damage arising out of any problem in relation to the service you ordered. Please see section 5.0 also relating to this.
If the sender, combines packages (assuming they are under service restrictions) without putting them in an outer box, and the parcels come apart in transit then no claim can be accepted and the customer accepts that additional surcharges may be applied to the order.
Each service comes with a limited amount of Transit cover for any type of loss, cost or damage howsoever arising. The amount of cover is given when choosing a service and is different for each courier. Additional transit cover will automatically be added to your booking if the value of the goods exceeds that of the standard cover offered by the couriers. If you do not wish to have this additional transit cover added to your booking - then you must manually remove the additional transit cover by deing the tick box during the booking process. Additional Transit cover applies to per consignment only and not per parcel within a multi-parcel consignment. In the event of a claim, a cost invoice will be needed to prove the value of the consignment(s) and photos (along with the original packaging) must be supplied for all damage claims. As Parcel China is an automated booking system the contents entered are not checked by Parcel China, it is the customer‘s responsibility to ensure that the contents they are sending are not listed on the prohibited and restricted items list. Should a parcel be sent with standard and/or additional compensation cover that is listed on the prohibited and restricted items list the cover will be voided and non-refundable.
Nothing in this Agreement shall be deemed to limit or exclude Parcel China‘s liability for fraud or for death or personal injury caused by Parcel China‘s negligence or to the extent otherwise not permitted by law.
You will indemnify Parcel China in respect of all claim demands, damages, liabilities, costs or expenses incurred by Parcel China or Parcel China‘s employees, agents or sub-contractors in relation to any claims by third parties arising in connection with this agreement, or as a result of Parcel China providing services, which are in excess of the liability of Parcel China under this agreement.
Please note that Parcel China will accept no liability for the packaging advice it provides. The customer remains responsible for ensuring packaging is adequate for transportation.
12.0 Collections and Deliveries
In the event that the Relevant Carrier is unable to collect the Consignment or any part thereof, the Relevant Carrier will either leave details of the attempted Collection at the Relevant Collection Point or update the tracking information on the website to show the attempted collection. All re-bookings of collections must be made direct with Parcel China‘s customer support team. Please note that any collection that has been missed by fault of the customer may incur a surcharge that is payable by the customer prior to the order being re-booked with the courier.
If the goods are not ready for collection by the Carrier at the place and time agreed, a charge for ‘Nothing to Collect‘ will be made. A surcharge of £20.00 will be applied if there is ‘Nothing to collect‘.
Dependant on the service and courier ed they will make one attempt to deliver a Consignment during normal working hours. If the relevant carrier cannot obtain a receipt at the relevant delivery point it may attempt to deliver and obtain an appropriate receipt at an address close to the relevant delivery point and, if successful, will leave at the relevant delivery point details of the address at which delivery has been effected. Some courier services do not require a signature to deliver the parcel and may leave the parcel in a place the driver deems as safe. It is the customer‘s responsibility to check Parcel China‘s site information to see if the service they have ed operates within normal business hours and if the service ed would require a signature upon delivery.
If the Consignment has not been delivered, the Carrier will return it to their warehouses, after leaving at the relevant delivery point a request for the consignee to contact the Carrier to make alternative delivery arrangements. If no such contact is made within a reasonable time-frame the Carrier will either retain the Consignment or return the parcel and the customer will be liable for any additional charges that may be incurred.
If, on attempting to deliver a Consignment to a school on similar institution, the Carrier finds that such school or institution is closed for holidays or other reason, the Carrier may apply a storage charge for retaining the Consignment at its premises and shall be allowed a reasonable time to deliver the Consignment once the school or institution re-opens.
The automated system books the collection as per the customer‘s request. Please note that collection date & time is not guaranteed on any service. Collection will be made at any time between 08:00-18:00 Monday-Friday (excluding Bank Holidays).
All delivery times and days shown on our site are estimates only and no guarantees are made. Consignments may be delayed for reasons that are out of the control of both Parcel China and the particular carrier.
A receipt must always be obtained on collection of your consignment from the carrier. No claim can be made if a collection receipt has not been obtained as there is no proof that the carrier has collected the parcel.
Please note that most of our services require a Barcoded label & Printed Address Label to be printed out and attached to the parcel. Manual paperwork (including handwritten address labels) must not be used.
On the advised services the driver will leave a Waybill document that you may have to complete with the ‘to‘ and ‘from‘ address details.
It is the customer‘s responsibility to ensure that all the details are correctly completed and displayed on the correct parcel and no claim or reduction will be made if the parcel is sent and the details were incorrect or placed on the incorrect parcel. It is not the driver‘s responsibility to check this information, so please ensure this is checked before he leaves.
Shipments to and from remote areas nationally and internationally on all services may be subject to delay and possible service downgrade. No refund can be given in these circumstances.
You will be able to track the progress of your consignment online from our home page. The documentation that is provided at the end of your order, or which the driver brings, will contain the tracking number.
12.1 Loading and Unloading
When collection or delivery takes place at the Customer‘s premises the Company shall not be under any obligation to provide any plant, power or labour which, apart from the Company‘s servant, may be required for loading or unloading at such premises.
Collections and deliveries which take more than fifteen minutes may be subject to a surcharge. Waiting time will be charged at 1 minute increments after the first 5 minutes at £1.00 per minute.
Any consignment (or part thereof) requiring special appliances for loading and/or unloading is accepted for carriage only on condition that such appliances are available at the relevant collection and/or delivery points. Where such special appliances are not available as aforesaid and if the Company agrees to load or unload such Consignment (or part thereof) the Company shall be under no liability whatsoever to the Customer for any damage however caused, in the course or as a result of loading or unloading such Consignment without such special appliances, whether or not by the negligence of the Company or its servants or agents, and the Customer shall save harmless and keep the Company indemnified against any claim or demand arising out of such loading or unloading.
13.0 International Carriage & Customs
In the case of services where the Company is required to collect goods from or deliver goods to a country outside the United Kingdom the Company‘s liability is governed by the relevant provisions of the Convention on the Contract for the International Carriage of Goods by Road as set out in the Schedule to the Carriage of Goods by Road Act 1965 (as such Schedule may be amended from time to time) ("the CMR Regulations") and in particular Articles 17 and onwards, which provisions will be incorporated into this Agreement and will apply in place of any inconsistent terms above written.
In relation to that part of any carriage performed by air and if the transit by air involves an ultimate destination or stop in a country other than the country of departure, the Warsaw Convention as amended may be applicable and the Convention governs, and in most cases limits, the liability of the Company in respect of loss of or damage to consignments.
We may supply documentation to accompany your shipment. You will be advised of this at the time of ordering. This must go with the shipment, if not your shipment could be delayed and the carrier may well charge you a higher premium direct. For consignments going outside the European Union a Commercial Invoice is required. An accurate deion and reason for Export must be entered on this invoice. If customs find different items than declared or an incorrect reason for export stated (such as Gift when actually purchased) then a Surcharge could be applied or the shipment returned. Four copies of the customs Invoice must be given to the driver on collection - copies of which were presented to you upon confirming your booking and can also be downloaded from the myAccount area. Any parcel sent with missing documentation for exporting or importing may be liable for additional charges and if returned for this reason it is the customers’ responsibility to pay for the return. Parcel China hold no responsibility for the documents supplied and information entered on such documents it is the customers responsibility to ensure that all documents required for shipment are present prior to collection.
Documents up to 1.5Kg do not need a commercial invoice to any destination. These should be declared as zero value. If an incorrect value is entered, Parcel China cannot be held responsible for any charges that may apply. Consignment(s) that exceed the value of £1,000 may be delayed as they will require further documentation for clearance. Parcel China does not advise sending any consignment over £1000 as no additional Transit Cover can be offered over this value.
You are pre paying for the postage charges of your consignment(s) only. Parcel China has no control over any customs queries or charges that may arise. It is the Customers responsibility to check whether there are taxes, duties or other customs charges for your consignment. You can do this by speaking to the Consulate of the destination country. Parcel China offers advice on the FAQ section of the site, yet this is for guidance only - we are not a point of authority.
The receiver is liable for all customs taxes, duties or other charges imposed by the customs authority of the receiver‘s country along with an administration fee of £30 for use of the VAT deferment account. Parcel China will pass onto the sender all customs taxes, duties or other charges that are unpaid by the receiver. The sender understands that they are responsible for paying these charges if the receiver refuses to pay. Charges vary between countries and many will impose a charge for destroying the parcel if taxes are not paid. The sender is also liable for this charge.
This policy also applies to imports where the receiver is liable for all customs taxes, duties and other charges.
In the event of a parcel being returned to the sender from outside the UK then the charge will be the appropriate import rate for the consignment. This is likely to be higher than the price paid to export the goods. The sender is also liable for this charge.
14.0 Prohibited & Restricted Items
Please check that we are able to carry your contents before placing your order. You can do this by viewing the Prohibited Items list & Restricted Items list.
Both Prohibited and Restricted items could be subject to non-collection, delay, return or confiscation by Customs. No refund of postage will be made and compensation claims will be void.
Please note Parcel China‘s booking systems are automated by computer software, therefore our staff are unable to monitor what is being shipped, so it is the customers responsibility to read the terms and conditions; to check their item is not listed on the prohibited and restricted items list or enquire directly via email to see if your parcel is acceptable.
Please see our dedicated Prohibited Items Page on Prohibited Items list & Restricted Items list
Prohibited items CANNOT be sent through our services. If any one of the items in the Prohibited Items list is collected by a driver you are then liable to be surcharged and your parcel returned.
Restricted Items can be sent but will travel without any inclusive or additional damage / loss cover and are therefore sent at the owner’s risk, no claim can be made under any circumstances for items in this list.
The Customer undertakes that Parcel China shall not be required or caused to carry or convey anything if such carriage or conveyance would be unlawful. The Company reserves the right to refuse any parcels which are neither the property of, nor sent on behalf of, the Customer.
Below are the circumstances in which the surcharges and additional charges become payable. The value payable will depend on the carrier used.
By entering the weight and dimensions of your consignment(s) you are pre paying for the carriage based on these parameters. It is very important that you accurately declare the weight and dimensions of each parcel in your consignment. Every parcel is scanned and weighed by the appropriate carrier. If the consignment(s) are heavier than stated - then the additional weight will either be invoiced directly, charged to the card that the order was placed on or deducted from the users ‘Account Funds‘ (provided they have sufficient credit) together with a surcharge of £10 + VAT to cover administration fees.
If the goods are not ready for collection by the Carrier at the place and time agreed, a charge for ‘Nothing to Collect‘ will be made. A surcharge of £20.00 will be applied if there is ‘Nothing to collect‘.
Additional charges may also be incurred where the Sender or the Recipient may have, by their actions, caused a failed or delayed collection or required additional packaging to secure a parcel or a failed delivery and the ed carrier service does not allow for such an event.
Transit times must be checked for the service ordered. On some services there will be a surcharge if a redelivery is necessary.
Some areas will be subject to a remote area surcharge. This will be calculated in the quoting system at the time of booking.
The Customer will be required under this Agreement to pay the full cost of the original fee calculated at the checkout should they cancel an order after it has been processed. Users are also liable for any additional surcharges that are levied by the carriers as a result of their cancellation.
Where the Customer chooses a carrier service that is not available to carry the physical parcel handed to the carrier or delivery service a surcharge for that delivery will be automatically applied.
In agreeing to Parcel China‘s terms and conditions, the Customer agrees that Parcel China is authorised to automatically charge and collect surcharges (plus £10+VAT administration fee plus any payment transaction fees) from the payment method offered by the Customer for payment of the originally requested Services. If the original payment method is not available, all attempts will be made to recover the outstanding charges from the Customer.
Failure to pay surcharges within 10 working days will result in interest being charged at 5% per day thereafter.
Parcel China will automatically offer discounts to account holders on certain services. This is automatically offered providing that the account holder is logged in. If they are not then a discount cannot be issued retrospectively.
Please note - if a Promotional code is entered, this will replace any other discounts the user is entitled too. Two discounts cannot be used at the same time.
Money deposited in a user‘s ‘Account Funds‘ can only be used on the site and cannot be withdrawn at any point. All deposits paid into ‘Account Funds‘ must be used within twelve calendar months of date of deposit otherwise the balance will expire. ‘Account Funds‘ can only be used towards parcel deliveries on the Parcel China website. The minimum amount that can be added to your ‘Account Funds‘ is £20. In order to pay using ‘Account Funds‘, a user must have sufficient credit in their ‘Account Funds‘ to pay the full cost of the delivery. ‘Account Funds‘ cannot be used to make a part payment against the cost of a delivery. Any credit issued by Parcel China will be deposited in the users ‘Account Funds‘ to be used on a future order. This does not affect your statutory rights.
17.1 Any service that is cancelled after an attempt has been made by the courier to collect at the address, or is cancelled after 10pm of the day prior to collection date, may be subject to a wasted journey charge of £7.00 being deducted from the total refund due amount. After a consignment has been collected, your order cannot be cancelled
17.2 All requests for refunds must be submitted in writing to email@example.com and received by us within 28 days from the date the service was purchased. Refunds can take up to 5 working days to be processed and you will be emailed confirmation when the refunded is actioned. All refunds will be returned via the original method of payment unless stated in your refund request that you would prefer the funds to be added to your Parcel China account funds.
17.3 We shall not, in any circumstances, be liable to you for any refunds where our Terms and Conditions have not been fully complied with including any items sent on the Prohibited list.
17.4 We will not be held responsible for wrong information that is entered on a booking. We shall not be liable for any costs or losses that you may suffer that arising directly or indirectly from our failure or delay to perform any of our obligations due to this.
17.5 We shall not in any circumstances be liable for any late delivery or missed delivery or failure to deliver caused by or contributed to by any deficient or ambiguous labelling of a Consignment and you agree to be responsible for ensuring that such labelling is clear and unambiguous.
18.0 Damaged / Lost Claims
YOUR ATTENTION IS PARTICULARY DRAWN TO THIS CLAUSE AND LIMITS OF OUR LIABILITY WITHIN IT
18.1 Nothing in this agreement shall limit or exclude our liability for:
(a) Death or personal injury caused by our negligence
(b) Fraud or fraudulent misrepresentation
18.2 Parcel China and the couriers offering the services available on our site to the customer shall perform the service in a professional manner with the appropriate level of skill and care. However, there are instances where damage to a consignment or loss of a consignment may occur whilst the courier you have chosen carries out the service. In such circumstances the liability we offer will be limited as set out in these terms and conditions. The reasoning behind such limitations of our liability is as follows:
(a) The value of a Consignment and the amount of potential loss to you that could arise if a Consignment is damaged or lost is not something which we can easily ascertain but is something which is better known to you. In many cases it cannot be known to us at all and can only be known to you
(b) The potential amount of loss that might be caused or alleged to be caused to you is likely to be disproportionate to the sum that we could reasonably be expected to charge you for providing the Service(s) under this Agreement;
(c) It is not possible for us to obtain cover which would give unlimited compensation for our full potential liability to all of our customers and, even if it were, such cover would be much cheaper if taken out by you (rather than us taking out such cover and passing the cost on to you) and on that basis, it is more appropriate for you to take out such cover;
(d) We wish to keep the costs of providing the Service(s) to you as low as possible;
(e) In light of the above we wish to limit our liability for any damage caused to you to levels which we consider proportionate to our low charges for providing the Services.
(f) In these Terms and Conditions, damage to you means any damage suffered by you (including any loss of, or damage to, a Consignment and any other loss, whether or not known to you or us or in either of our contemplation at the time of entering into this Agreement), however it arises but only so long as it is caused by our negligence, breach of duty or other wrongful act or omission (which includes any deliberately wrongful act or omission) and any breach of any the terms of this Agreement, or any terms implied by statute (where applicable);
(g) We investigate all claims received by us in a fair and speedy manner, but such investigations are more accurate and are easier to perform soon after the loss or damage is alleged to have incurred and on that basis, the timescales set out in this Agreement are necessary to ensure that such investigations can be performed fairly.
18.3 We shall only be liable for damage or loss caused to you if it is caused by our negligence, breach of duty or other wrongful act or omission, and only subject to the limitations set out within this whole clause.
18.4 We shall not be liable to you under any circumstances for any direct or indirect loss (including, but not limited to loss of profits, or loss of goodwill) or for any other special or indirect losses, costs, damages, or claims which do not arise naturally as a result of our negligence, breach of duty, or other wrongful act or omission.
18.5 We shall not be liable to you under any circumstances where there are any material discrepancies (meaning more than 5% difference) between the declared dimensions and weights and the actual dimensions and weights.
18.6 We shall not be liable for any items sent that are listed on our prohibited and/or restricted items list, these will be sent at the customers own risk.
18.7 If a number of parcels or individually wrapped goods are sent as one through our service they must be encased within one outer box. Failing to do this any package or individually wrapped item that comes apart in transit resulting in one or more of them being lost, once the remaining parcel(s) are signed for by the recipient, you accept that you cannot make a claim for loss or partial loss of that consignment.
18.8 We shall not be able to accept liability for any parcels that are handed to the wrong courier by the sender or that are left unattended for the collection to occur. It is the responsibility of the customer and/or sender to ensure the parcel is given to the correct courier. Items left unattended will be sent at the customers/senders own risk.
18.9 Where a parcel is sent on a service that does not require a signature and there is a valid delivery scan no claim for loss can be processed on that order.
18.10 Should Parcel China be liable for any reason, we shall (subject to these terms and conditions) only be liable to you up to the following amounts in the following circumstances
(a) If we/the courier lose or damage all of a consignment we shall be liable for the amount the customer declared the contents as at the time of ordering up to the amount of compensation cover available on the order. For example should the contents have been declared as £100 but the compensation cover available on the order is set to £20 we shall only be liable up to a maximum of £20.
(b) Where the declared value on the order is set to £0.00 no claim, regardless of the circumstances, will be processed as it will be deemed as being sent with no monetary value.
(c) If we/the courier lose or damage part of a consignment the amount of the sum determined under clause 9.10(a) above shall be pro-rated down to represent the proportion that the actual value of that part of the Consignment bears to the actual value of the whole Consignment (so, by way of an illustrative example, if the whole Consignment was worth £50 and we lost or damaged one quarter of it, we would only be liable for 25% of the figure worked out under clause 9.10(a) above, i.e. £12.50 for the £50 service);
(d) Our liability is limited to the amounts set out above and is based on the actual value at the date of loss.
18.11 For all claims to be able to ascertain the extent of our liability we do require proof of the value of the whole consignment and any part or parts of it which make it up. The proof of value in all cases must be a receipt or invoice for the items
(a) We will be unable to accept website screenshots, Catalogue print outs or similar item values as proof of value for the item you are sending
(b) We will only be able to cover for the cost of replacing the goods and will not cover for the profit you made on the item(s) or applicable value added tax (or like tax) on such profit
(c) We will not be able to accept a proof of value in the format of a word document.
18.12 For all claims of loss and part loss we must receive a proof of loss, in addition to the proof of value, as part of the claim. This is an indication from the receiver that the goods have not been delivered/received.
(a) This needs to be signed letter from the receiver showing the date and full delivery address. This must be provided as part of the claim
(b) We shall not be able to accept an email as a proof of loss as we do require the receiver to sign a letter to advise the goods have not been received.
18.13 We will not be able to accept any claims for damage where the following, in addition to the proof of value, is not been received
(a) Photos showing the full extent of the damage to the item
(b) Photos showing the internal packaging used
(c) Photos showing the external packaging used
(d) A quote for the repair to the item
18.14 We shall not accept liability on any damage claims where the packaging does not comply with our packaging guidelines. As a minimum each parcel should be in a new, undamaged cardboard box that is strong enough to carry the weight of the goods, the goods should not be able touching any side of the box and must be cushioned using internal packaging that is of at least 2 inches thick. This can be bubble wrap or foam.
18.15 In all events of damage the item must be kept and available for inspection if this is required by the courier. Failing to have the item available should an inspection be needed the claim will be rejected and we will not be liable.
18.16 Where there are no physical signs of damage to the item we will not be liable and no claim will be processed in this event.
18.17 We shall not be liable for damage if the customer choosing a service that does not have damage cover available. It is the customer’s responsibility to check the service restrictions when placing the order.
18.18 Should your item be disposed off due to it being deemed unsafe, health and safety risk or not fit for transportation we shall not be liable in these instances.
18.19 We shall not be liable to you under any circumstance for any loss or damage unless you notify us by contacting our customer service or send email to within 7 calendar days of the expected delivery date. Any claims received after this point will be rejected.
18.20 After notification of making a claim or submitting a claim with missing documents you will have a maximum of 14 calendar days to submit a full claim or send through any missing documents. If this is not received within this time frame the claim will be rejected.
18.21 Should your claim be rejected and you wish to appeal this decision this must be done within 7 calendar days of the rejection notice being sent. Any appeals received after this date will be rejected and we will not be liable.
18.22 We can only accept, pay and discuss any matters do with a claim/order on our services with the person who enters into this agreement. All other parties are not privy to this information.
18.23 Claims can only be accepted via our online claim form. Claims received in any other method may be rejected and we will not be liable.
18.24 Any item requesting to be returned but later delivered to the original receiver cannot be claimed against as we cannot guarantee to stop the parcel in transit. We cannot be liable for these instances.
18.25 All claims will be submitted to the relevant carrier for review. Parcel China reserve the right not to conclude any claim until a decision for said courier is received.
18.26 Parcel China reserve the right to reject any claim should any of the above terms not be met.
19.0 Links to and from other Websites
Links to third party websites on the Site are provided solely for your convenience. If you use these links, you leave the Site. We have not reviewed all of these third party websites and do not control and are not responsible for their content or availability. We do not therefore endorse or make any representations about them, or any material found there, or any consequences of using them. If you decide to access any of the third party websites linked to the Site, you do so entirely at your own risk.
If you would like to link to the Site , you may only do so on the basis that you link to, but do not replicate, the home page of the Site, and subject to the following conditions:
We expressly reserve the right to revoke this right for breach
of the Conditions and to take any action that we deem appropriate.
You shall fully indemnify us for any loss or damage that we may suffer for breach of this clause.
We aim to provide outstanding customer service. If you have any complaint about the service you have received from us, please contact our Customer Service Department. Please allow 7 working days for a response to any written correspondence.
21.0 Domain Name Protection
You agree not to register any domain name that includes the word ‘Parcel China‘; infers it is connected to us or in any way casts aspersions on us.
No objection will be taken to the use by the Company at its own expense of any other carrier and in such circumstances both the Company and such other carrier shall be entitled to the protection of all the terms hereof which exclude or limit the liability of the Company.
23.0 Miscellaneous Provisions
No reduction of charges will be made if the Company receives less than the number of parcels for which the Customer has contracted.
Consignments travelling more than 250 miles may be subject to delay.
No variation, extension or cancellation of the expressed terms of this Agreement (other than the Schedule) shall be binding upon the Company unless and until it is confirmed in writing under the hand of a Director of the Company and, for the avoidance of doubt, it is declared that no person other than such Director has authority to negotiate or enter into any commitment on behalf of the Company the effect of which would or might (but for this present clause) involve the Company in any legal liability whatsoever.
This Agreement may be terminated by either party giving to the other one month’s previous notice in writing to that effect or forthwith if the other party shall commit any breach of its obligations hereunder or (being an individual) shall commit an act of bankruptcy or (being a Corporation) shall go into liquidation other than for the purposes of reconstruction or amalgamation, or shall suffer the appointment of an administrator or a receiver of any of his or its property or income or make any deed or arrangement with or composition for the benefit of any of his or its creditors.
We may also, at our sole discretion, restrict your access to the Site and/or refuse to correspond with you without prior notice where:
26.0 Applicable Law
This agreement shall be construed in accordance with the laws of England and the Courts of England shall have exclusive jurisdiction in relation to any matters arising out of this Agreement.
If any part of these terms and conditions is found to be unenforceable as a matter of law, the enforceability of any other part of these terms and conditions will not be affected.
28.0 Statutory Rights
These terms and conditions are in addition to your statutory rights as a consumer which remains unaffected. The Contracts (Rights of Third Parties) Act 1999 shall not apply to this agreement.
During the term of this Agreement, you shall not solicit to employ nor employ any of our employees of whom you become aware through the performance of this Agreement. Furthermore, you shall not otherwise hinder any of our other business relationships including those with our Members.
30.0 Use of Parcel China
You agree that you shall not acquire the word "Parcel China" or any variant that includes the word "Parcel China" or may be confused with it on Google AdWords or any similar internet advertising service.
Parcel China reserves the right to contact you by e-mail with any promotional and special offers.
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CHENG YI PARCEL LTD
Unit 26 Whitemoor Court
Company No. 09406096
Parcel China is the trading name of CHENG YI PARCEL LTD