Refund Policy

1. No Refund Once Submitted to Print

1.1 PostRight operates a no refund policy once a letter has been submitted to print. Fulfilment begins immediately upon submission, and the printing and postal process is initiated without delay.

1.2 By completing your Order and confirming payment, you acknowledge and accept that fulfilment commences immediately, and you give your express consent to the Service beginning straight away.

1.3 As a result, your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply once the Service has begun with your express consent.

2. Cancellation Before Printing

2.1 There is a very short window between payment and an Order entering the print queue. If you contact us at info@postright.co.uk immediately after ordering, we will use reasonable efforts to stop the Order and issue a full refund.

2.2 We cannot guarantee that an Order can be stopped. Orders placed during working hours frequently enter the print queue within minutes. Once printed, clause 1 applies.

2.3 Requests to cancel must be sent by email with your Order reference. We cannot action cancellation requests made by any other means.

3. What We Refund

3.1 We will issue a refund in the following circumstances:

• Verified fulfilment failure. We or our fulfilment partner failed to print or post your letter.
• Technical failure on our platform. A fault in our system prevented your Order from being processed, for example a corrupted file upload or a failed handover to our fulfilment partner.
• Duplicate charge. You were charged more than once in error for the same Order.
• Order refused by us. We declined to process your Order under clause 11.4 of the Terms before it was printed.
• Materially wrong item posted. We posted the wrong content, or posted to a different address from the one you supplied.

3.2 Where we can put the matter right by reprinting and reposting, we may offer a free resend instead of a refund. Where a resend is no longer useful to you, we will refund.

4. Technical Failures: 48 Hour Reporting Window

4.1 If you believe your letter was not sent because of a fault on our part, you must contact us at info@postright.co.uk within 48 hours of placing your Order.

4.2 Your message must include your Order reference and a description of the issue.

4.3 We will investigate promptly. Where a technical failure is confirmed, we will either reprocess your Order or issue a refund.

4.4 Reports made outside the 48 hour window will still be investigated, but we may be unable to establish what happened, and a refund is at our discretion.

5. What We Do Not Refund

5.1 The following are not fulfilment failures and are not refundable:

Address and recipient issues

• An incomplete delivery address, including a missing flat, apartment, unit, floor or building number. See clause 4 of the Terms.
• An incorrect, out of date or ambiguous delivery address.
• Sending to the wrong Recipient.
• The Recipient having moved away from the address supplied.
• The Recipient refusing the item.
• The Recipient failing to collect an item held at a delivery office following a card being left.

Content issues

• Errors, typos, omissions or mistakes in letter content you wrote, edited or uploaded.
• Choosing the wrong template.
• Uploading the wrong file, where the file we received was legible and printed as supplied.
• Content that breaches clause 11 of the Terms.

Ordering issues

• Duplicate Orders placed by you in error.
• Selecting the wrong postage service.
• Change of mind after submission to print.

Carrier issues

• Delay, misdelivery, loss or damage occurring within the Carrier's network after dispatch.
• Missing, delayed, stalled or incomplete tracking events. This includes Royal Mail Signed For items that never display a delivery scan. See clause 8 of the Terms.
• Carrier system or tracking API outages.
• Delays caused by postal strikes, industrial action, severe weather or other force majeure events.
• Non delivery on a bank holiday or non working day.

Outcome issues

• Dissatisfaction with the outcome of your letter.
• The Recipient's response, or lack of response.
• A missed deadline, whatever the cause.
• Any matter outside our control relating to the letter once it has been dispatched.

6. Royal Mail Delay, Loss and Compensation Claims

6.1 Where an item appears to be lost or significantly delayed, we may raise an enquiry or compensation claim with the Carrier in our capacity as the posting customer.

6.2 The Carrier sets the timescales that must elapse before an item is treated as lost. We cannot raise a claim before those timescales have passed, and we cannot shorten them.

6.3 Any remedy in respect of a lost or damaged item is limited to the compensation that the Carrier pays out under its published compensation levels for the postage service you purchased. Compensation levels differ substantially between services.

6.4 Where we recover compensation from the Carrier in respect of your item, we will pass it on to you.

6.5 We do not pay compensation beyond what we recover from the Carrier. We specifically exclude liability for consequential loss including missed deadlines, legal or regulatory penalties, legal costs, the outcome of any claim or appeal, lost business and lost opportunity. See clause 15 of the Terms.

6.6 Raising a Carrier claim does not by itself entitle you to a refund from us, and does not pause or extend the reporting window in clause 4.

7. Special Delivery Guaranteed

7.1 Royal Mail's Special Delivery Guaranteed service carries their own money back guarantee where an item is not delivered within the guaranteed timeframe. Conditions are set by Royal Mail and are subject to their published terms and exclusions.

7.2 Where Royal Mail accepts a guarantee claim and refunds the postage to us, we will pass that refund on to you.

7.3 Where Royal Mail declines the claim, we are not obliged to refund you, and clause 5 applies.

7.4 The guarantee runs from the date of dispatch, not the date you placed your Order. See clause 6.4 of the Terms.

8. Resends

8.1 Free resend. We will reprint and repost your letter at no charge where there has been a verified fulfilment failure on our side or that of our fulfilment partner, as set out in clause 3.1.

8.2 Chargeable resend. A resend is chargeable at the full price for the postage service selected where the reason for resending is any of the following:

• An incomplete or incorrect address supplied by you.
• A change of Recipient or address after the original Order.
• An error or omission in content you supplied.
• Return of the item to us for any reason attributable to you or the Recipient.
• A change of mind about the postage service.

8.3 Where a resend is chargeable, it is treated as a new Order and this Policy applies to it in full.

8.4 Where we agree to resend, we may at our discretion upgrade the postage service used. Any such upgrade is a goodwill gesture and clause 9 applies.

9. Goodwill Gestures

9.1 We sometimes offer a free resend, a postage upgrade, a discount code or a partial or full refund in circumstances where this Policy does not require us to do so.

9.2 Any such gesture is made voluntarily, as a one off, at our sole discretion, and on a without prejudice basis.

9.3 A goodwill gesture does not amount to an admission of fault or liability, does not set a precedent, does not vary this Policy, and does not create any entitlement to the same or similar treatment on any future Order.

10. How Refunds Are Processed

10.1 Approved refunds are issued to the original payment method via our payment processor, Stripe.

10.2 We cannot refund to a different card, bank account or payment method from the one used for the Order.

10.3 Refunds are typically processed by us within two working days of approval. Once processed, the time taken for funds to appear in your account depends on your bank or card issuer, and is typically five to ten working days.

10.4 Where the original payment method has expired or been closed, we will work with you to find an alternative, but we may require additional verification.

11. Partial Refunds and Alternative Remedies

11.1 Where only part of an Order is affected, for example one letter in a multi letter Order, we will refund only the affected portion.

11.2 Where appropriate, we may offer an alternative remedy instead of a cash refund, including a free resend, a postage service upgrade, or account credit. You are not obliged to accept an alternative remedy where a refund is due under clause 3.

12. Chargebacks

12.1 Please contact us at info@postright.co.uk before raising a chargeback or payment dispute. In most cases we can resolve the matter directly and more quickly.

12.2 Raising a chargeback in respect of a validly fulfilled Order is a breach of our Terms. We reserve the right to suspend your account pending resolution, to submit evidence of fulfilment to your card issuer, and to recover any fees or costs we incur. See clause 14 of the Terms.

13. Your Statutory Rights

13.1 Nothing in this Refund Policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015.

13.2 Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill. Where they are not, you may be entitled to repeat performance or an appropriate price reduction.

13.3 If you believe your statutory rights have been affected, please contact us at info@postright.co.uk and we will review the matter.

14. How to Request a Refund

14.1 Send an email to info@postright.co.uk including:

• Your Order reference (for example PR-00123)
• The email address used to place the Order
• The date of the Order
• A description of the issue
• Any tracking reference or Carrier correspondence you have

14.2 We aim to acknowledge refund requests within one working day and to provide a decision within five working days.

14.3 Where a decision depends on an enquiry with the Carrier, resolution may take longer. We will tell you if this is the case and keep you updated.

15. Contact

PostRight Ltd
3rd Floor, 86-90 Paul Street
London, England, EC2A 4NE
Registered in England and Wales
Email: info@postright.co.uk

See also our Terms and Conditions and Privacy Policy.