As a user of this website (referred to as "you/your") you acknowledge that any use of this website including any transactions you make ("use/using") is subject to our terms and conditions below.
Definitions
Listed below the following terms that will be found in these terms of carriage:
Consignment – A parcel or group of parcels sent through this service to each individual address.
Consignee/Receiver – The person who is receiving the consignment.
AWB/Airwaybill – The documentation placed on the parcel.
Third Party - The carrier with whom the order is placed by Sendex utilising the account that Sendex has with the major carriers.
Working Day - Monday to Friday from 9am to 5.30pm, excluding public and bank holidays.
Admin Rate - £5.00 + VAT
Obligation to the customer
Sendex will arrange delivery of the consignment/s through a third party service with a reputable carrier.
Sendex do not come into direct contact with the consignment/s but arrange for the collection through one of the major carriers that we hold an account. Please ensure the correct parcel is giving to the correct collecting agent that you have chosen at the time of ordering.
The carrier / Sendex have the right to refuse a consignment for a given reason such as insufficient packaging or the consignment being too large.
In addition Sendex Ltd has the right to refuse any order/user from our system.
All queries/claims must be directed through Sendex Ltd who will then contact the relevant carrier on the sender’s behalf. If the carrier is contacted directly, Sendex Ltd may not be able to assist you with your query at a later date.
This automated ordering system books the collection as requested by the customer. If this collection fails you must contact Sendex Ltd where an alternative collection will be booked as soon as possible.
The automated system books and charges for the delivery. If the consignment/s has to be returned then the return charge is chargeable.
Sendex Ltd 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.
All prices quoted on this web site are in pounds sterling.
Payment is taken by our automated system at the end of your order once the service has been booked with our carrier.
This service can be cancelled and a full refund will be given up until the time the consignment is collected.
The order and any cancellation of order will be confirmed in writing. If this is not received, please contact our offices where the transaction will be checked.
Tracking is available through our Web site or by calling our Customer Service department. Hard copy Proof of Delivery will be charged at £5.00 per item. Please note the Proof of delivery is only kept for up to three months after delivery.
All refunds will be processed within 5 working days.
Prohibited Items
Please check that we are able to carry your contents before placing your order. Please see the Prohibited Items section. Prohibited items could be subject to non collection, delay or return. If a prohibited item is collected and then later returned, no refund of carriage will be given and return charges may be applicable.
In the event of damage a Prohibited item may be discarded depending on the condition of the parcel. No claim for loss or damage can be made on a Prohibited item.
In addition the sender will be liable for any damages caused in transit to other shipments or property resulting from sending a Prohibited item.
Sendex operates an automated booking service. If you chose to purchase additional transit cover on a Prohibited item the cover is invalidated.
The Prohibited Items must be read and understood as part of these Terms and Conditions.
Collection & Delivery
The automated system books the collection as per the customer’s request. The system will tell you if the time slot is available if not you can select an alternative. Please note this collection time is not guaranteed. In the rare event that the courier cannot make the collection we will re book within 24 hours as long as the customer is available.
Please note, we cannot specify a morning collection. You can request after a certain time if permitted, but collections will be made up until 5.30pm on any given working day.
Collections & Deliveries are made on Working days only. Saturday collections / Deliveries are available on request but are not guaranteed. Refund of the Saturday surcharge will be applied if delivery is not made on the relevant Saturday.
Please ensure you are in at the collection time that you request. A surcharge of £10.00 will be applied if you are out when the driver tries to collect.
A receipt must always be obtained on collection of your consignment. 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. In such a case a full refund will be given as there is no proof of service taking place.
Please note that certain services as listed below require a Barcoded label / AWB to be printed out and attached to the parcel. Manual paperwork must not be used or the carrier will bill you directly instead of on prepaid on our account as paid online. If the carrier uses manual paperwork you will be charged a surcharge of £15.00 + VAT to move the charges back to our account. If the surcharge is not paid then the order will be cancelled and the carrier must be paid the full premium direct.
Sendex Standard
Sendex Express
Sendex Express Saver
Sendex Expedited
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.
The price of any timed deliveries that are not delivered by the guaranteed time, such as pre 10am and pre 10.30am service will be reduced to standard admin rate of £5.00 + vat administration charge, so long as the reason for delay has not been a customs query, Incorrect information having been supplied or attempted delivery.
Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall, Northern Ireland and Offshore Islands may be subject to a 24-48 hour delay with all carriers apart from ANC which can take up to 7 days, please check before sending.
Shipments to and from remote areas nationally and internationally may be subject to delay. Please check the address with us prior to delivery for advised transit times.
Please note that any guaranteed service will guarantee a delivery time once collected. If the collection fails it will be re booked as soon as possible this will be no later than 24hours as long as the customer is available for collection. No refund / discount will be given for failed collection.
Transit times must be checked for the service ordered. With non guaranteed shipments the specified transit times are advised only and as stated not guaranteed.
On some services there will be a surcharge if a re delivery is necessary. Please check the service description prior to sending.
A customs invoice must be completed for ALL countries outside the European Union. You will be guided online to complete this if applicable and a template will be e-mailed to you once the order is placed. Four copies of this must be given to the driver on collection.
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 in will contain the tracking number.
Some of our services are subject to a redelivery charge.
This is detailed in the surcharges section. Please ensure that the receiver is in to accept the delivery or you will have to pay an additional charge on each delivery attempt.
Please note we cannot mail to any PO Box address or BFPO address through our services.
Parcels should not be strapped or attached together. This is not a secure way for parcels to travel in the courier network. No claim can be made for any additional item that was strapped to the original in the event that they become separated in transit.
Please note that any item travelling through our services must be able to withstand a short drop, fragile items should not be sent though our services. Please see our packaging guidelines and Prohibited Items in addition.
Customs Clearance
You are pre paying for the postage charges of your consignment/s only. Sendex Ltd has no control over any customs queries or charges that may arise. Customs charges must be paid in addition by the sender or receiver before delivery is made. Sendex Ltd reserve the right to pass these charges directly onto the person who placed the order. If you do not wish to pay the charges and the consignment is returned, all return charges will also be passed on.
Documents up to 1.5Kg do not need a commercial invoice to any destination. These should be declared as zero value. If a value is entered Sendex cannot be held responsible for any charges that may apply.
Consignment/s that exceed the value of £4,699 may be delayed as they will require further documentation for clearance.
Surcharges
By entering the weight and dimensions of your consignment/s you are pre paying for the postage. If the consignment /s are heavier then the additional weight will be charged to the card that the order was placed on together with a surcharge of £15 + VAT. Additional charges will be confirmed in writing.
Please ensure you are in at the collection time that you request. A surcharge of £10.00 will be applied if you are out when the driver tries to collect.
Transit times must be checked for the service ordered. On some services there will be a surcharge if a redelivery is necessary.
Saturday delivery surcharge is available on request. See section on Collection and Delivery.
Some areas will be subject to a remote area surcharge. This will be calculated in the quoting system at the time of booking.
You are pre paying for the postage charges. Any Customs charges will be passed on in addition should they arise. Please see the Customs clearance section.
Please note that certain services as listed below require a Barcode to be printed out and attached to the parcel. Manual paperwork must not be used or the carrier will bill you directly in stead of prepaid on our account. If the carrier uses manual paperwork you will be charged a surcharge of £15.00 + VAT to move the charges back to our account.
Sendex Standard
Sendex Express
Sendex Express Saver
Sendex Expedited
Some of our services are subject to a re delivery charge.
This is detailed in the services section. Please ensure that the receiver is in to accept the delivery or you will have to pay an additional charge on each delivery attempt.
Delay / Damage / Loss Claims
Late Delivery Claims
Any item that is sent to a guaranteed area on a guaranteed delivery service will be refunded to the admin rate of £5.00 + vat in the event of delayed delivery. Certain exclusions apply, see below.
Exclusions
A Consignment will only be considered late if it is sent on a guaranteed service to a guaranteed area and exceeds the guaranteed delivery date.
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.
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.
Guaranteed services are guaranteed to most areas. It is the Customer responsibility to check the area they are sending to is covered by this guarantee. A refund to admin rate will only be given if a delivery is made late to an area that is guaranteed, as long as the delay has not been caused by customs, incorrect addressing or a failed attempted delivery.
Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall, Northern Ireland and Offshore Islands may be subject to a 24-48 hour delay with all carriers apart from ANC which can take up to 7 days, please check before sending. Such areas are not guaranteed and no claim can be made in the event of delay.
Please note that any guaranteed service will guarantee a delivery time once collected. If the collection fails it will be re booked as soon as possible this will be no later than 24hours as long as the customer is available for collection. No refund / discount will be given for failed collection.
Please note we cannot mail to any PO Box address or BFPO address through our services. If such a shipment is sent no claim can be made for delay and return charges may apply.
If the item is not correctly labelled and or addressed the claim will be voided.
Any claim must be brought to us within 10 days of receipt in the case of delay.
Damaged / Lost Claims
Each service comes with a limited amount of Transit cover up to the value of £50. If you require cover on the full amount then you must declare the full value of the shipment as the additional cover replaces the inclusive basic cover.
In the event of a claim a copy invoice will be needed to be provided to prove the value of the consignment/s.
In the rare event of damage all packaging must be kept for inspection by the carrier. The item must be available for inspection in the state it was delivered, at the address it was delivered to. If the item is moved / repaired or if the packaging is not kept any claim will be voided. Photographs of the internal and external packaging as well as the damaged item must be supplied to start a claim.
In the event of damage repair costs must be supplied. If the item cannot be repaired then we would need this in writing from a specialist for the full claim amount to be considered.
In the event that a claim is approved and repair costs are paid, no postage will be paid. Postage costs are only paid on approved claims where the full value of the goods have been paid.
A lost claim can only be processed once the carrier has made extensive searches and deems the goods as lost.
Any claim must be brought to us within 10 days of receipt in the case of delay/damage, and 28 days in the case of loss.
Claims can only be re considered up to a period of 12 weeks after despatch as the carrier only holds records for up to this period. If you wish to contest any claim decision, please write in to the Customer Service Director within this period.
Sendex aim to resolve any claim within 28 working days.
Exclusions
A receipt must always be obtained on collection of your consignment. 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. In such a case a full refund will be given as there is no proof of service taking place.
Your consignment/s must be packed to a professional standard, packed within a double walled box with the contents cushioned and protected inside. The packaging must also be sufficient to protect the products weight. Any claim resulting from a parcel that is not packaged to a professional standard and in line with the above will be declined.
In addition the sender will be liable for any damages caused in transit to other shipments or property resulting from sending a consignment that is insufficiently packaged.
Prohibited Items / Items not boxed or sufficiently packed are excluded from our services and could be subject to delay / return or could be discarded if they are damaged to such an extent. No claim for loss or damage can be made on a Prohibited Items /Items not boxed or sufficiently packed. Prohibited items are excluded from our services and if sent are sent at the owners risk.
Please see the Prohibited Items section in Help and information
Sendex operates an automated booking service. If you chose to purchase additional transit cover on a Prohibited item the cover is invalidated.
Please note that any item travelling through our services must be able to withstand a short drop, fragile items should not be sent though our services. Any item that is damaged as a result of a fall, with the packaging intact will therefore be declined. Please see our packaging guidelines and Prohibited items in addition.
If the outside packaging is intact, then any claim for damage to the consignment will be invalidated as the internal packaging would not have been sufficient to protect the product.
Parcels should not be strapped or attached together. This is not a secure way for parcels to travel in the courier network. No claim can be made for any additional item that was strapped to the original in the event that they become separated in transit.
If the item is moved / repaired or if the packaging is not kept until the claim is completed, then the claim will be voided.
The damaged item together with all packaging must be kept until the claim is concluded as more photographs or inspection of the item may be necessary. If the damage item and or packaging is not kept the claim will be invalidated.
Please be aware that you must sign for goods as "damaged" if this is the case. If you sign for goods in good condition, you will not be able to proceed with a claim. If you are unable to check when the driver is there, please sign for goods as "unchecked".
Any claim must be brought to us within 10 days of receipt in the case of delay/damage, and 28 days in the case of loss.
Claims can only be re considered up to a period of 12 weeks after despatch as the carrier only holds records for up to this period. If you wish to contest any claim decision, please write in to the Customer Service Director within this period.
Liability
The person placing the order is responsible for the information entered. Sendex Ltd will not be held responsible for wrong information that is entered and any delay this may cause No refunds will be given in this instance.
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.
The sender will be liable for any damages caused in transit to other shipments or property resulting from sending a Prohibited item or an item that is insufficiently packaged.
You are prepaying for the postage charges and Sendex Ltd applies these charges on your behalf to its account with the relevant carrier. Sendex are not liable for any customs charges which may arise.
Liability is limited to the negligence of the company carrying the goods. Such liability is further limited to the direct loss suffered by the customer who placed the order with Sendex Ltd.
Sendex will accept no Liability for any Prohibited Items that is sent through our services and subsequently damaged or lost. No claim can be made for a Prohibited item as that they are excluded from our services and if sent are at the sender's risk.
Loss or damage under the following conditions will not be covered:
- Acts of God
- Consequences of war
- Insufficient packaging / Incorrect labelling
- Prohibited Items - listed in our Help and information section
Sendex Ltd will deal with the person who placed the order only.
Liability is also limited to the cost of sending the item only and to the covered value of the consignment if a claim is raised. We will not be liable for any claim for loss of profit, use, breach of contract, loss of revenue, administrative inconvenience, disappointment, or indirect, incidental, financial or consequential loss or damage arising out of, or in relation to, the service you ordered.
Total liability to you in all respects, and for any type of loss, cost or damage howsoever arising will be limited to £50 per consignment unless you have purchased additional transit cover through us, where the limit of liability will be the cover purchased at the time of ordering.
Nothing in this Agreement shall be deemed to limit or exclude Sendex's liability for fraud or for death or personal injury caused by Sendex's negligence or to the extent otherwise not permitted by law.
You will indemnify Sendex in respect of all claim demands, damages, liabilities, costs or expenses incurred by Sendex or Sendex'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 Sendex providing services, which are in excess of the liability of Sendex under this agreement.
Any claim must be brought to us within 10 days of receipt in the case of damage, and in 28 days in the case of loss.
Severability
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.
Governing Law
These terms and conditions and any contract between us shall be governed by and interpreted in accordance with English Law and the English Courts shall have jurisdiction over any disputes between us.
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.
Complaints
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 Director.
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