Returns & Refund Policy

Returns & Refunds

At Courier Vault, we want you to feel confident when ordering from us.

If you are not satisfied with your order, or if your item arrives damaged, defective, or unsuitable, please read the policy below so we can help resolve the issue clearly and fairly.

This policy applies to products purchased directly from Courier Vault through our website.

Interpretation and Definitions

For the purposes of this Returns & Refund Policy:

Company, we, us, or our refers to couriervault.co.uk, trading as Courier Vault.

Website refers to Courier Vault, accessible at couriervault.co.uk.

Goods refers to the products offered for sale on our website.

Order refers to a request by you to purchase goods from us.

You refers to the customer purchasing from or using our website.

Your Right to Cancel

You have the right to cancel your order within 14 days without giving a reason.

The cancellation period ends 14 days after the day you, or someone you nominate other than the courier, receives the goods.

If your order is delivered in multiple parts, the cancellation period ends 14 days after the day you receive the final part of the order.

To exercise your right to cancel, you must contact us with a clear statement confirming that you wish to cancel your order.

You can contact us by:

Email: info@couriervault.co.uk
Phone: 01302 456718
Contact page: Contact Us

Returning Goods After Cancellation

After telling us that you wish to cancel, you should return the goods within 14 days.

Please contact us before sending anything back so we can provide the correct return instructions and return address.

Do not send returns to our office address or mailing address unless we have specifically told you to do so.

Conditions for Returns

To be eligible for a standard return, please make sure that:

• The goods were purchased directly from Courier Vault
• You contacted us within 14 days of receiving the goods
• The goods are unused
• The goods are not damaged by you
• The goods are returned in their original packaging where possible
• All parts, fittings, accessories, manuals, and packaging are included

We reserve the right to reduce the refund amount if goods have been handled beyond what is necessary to inspect them, or if they are returned used, damaged, incomplete, or not in a resaleable condition.

This is important for your product type. A parcel box is large, physical, and can be marked during installation. If someone installs it outside, scratches it, bolts it down, then wants to return it as “changed my mind,” you need protection.

Items That Cannot Be Returned

Some goods may not be eligible for return, including:

• Goods made to your specifications
• Personalised or custom-made goods
• Goods that have been installed, fixed, modified, or damaged after delivery
• Goods that are incomplete or missing parts due to customer handling
• Goods that cannot be returned for hygiene, safety, or practical reasons once used, where applicable

This does not affect your legal rights if the item is faulty, damaged, or not as described.

Return Costs

If you are returning an item because you changed your mind, you are responsible for the cost and risk of returning the goods to us, unless we agree otherwise.

Because parcel boxes may be large or heavy, return costs can be higher than standard parcel returns. Please consider this before placing your order.

If the item is damaged, defective, or incorrect, we will help arrange a suitable resolution. Where a return is required because of our error, damage, or defect, we will provide further return instructions.

UK guidance allows online sellers to make customers responsible for return costs for change-of-mind returns, provided this is made clear to the customer.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

We will reimburse eligible refunds no later than 14 days after receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier. UK consumer guidance confirms this 14-day refund timing for returned online goods.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

For payment methods such as PayPal, Klarna, Clearpay, or other third-party providers, processing times may vary depending on the provider’s own refund process.

Original Delivery Charges

If you paid for standard delivery and cancel your full order within the cancellation period, we will refund the standard delivery charge where required.

If you selected a more expensive delivery option, only the standard delivery amount may be refunded.

If your order qualified for free delivery, no delivery charge will be refunded.

Damaged, Defective, or Incorrect Items

We understand how frustrating it is when an item arrives damaged, defective, or incorrect.

If your item arrives damaged, defective, or not what you ordered, please contact us as soon as possible and preferably within 30 days of delivery.

Please include:

• Your order number
• Your full name
• Photos of the item
• Photos of the packaging
• A clear description of the issue
• Details of any missing parts
• The delivery date

Please do not dispose of the item or packaging until we have reviewed the issue.

Depending on the situation, we may offer:

• Replacement parts
• A replacement item
• Repair support
• A return and refund
• Another suitable resolution

Customers may have rights to a refund, repair, or replacement if goods are faulty, depending on the circumstances. Citizens Advice also notes that faulty goods can give customers rights to a refund, repair, or replacement.

Manufacturer Support

In some cases, the manufacturer or supplier may be best placed to help resolve a technical, parts, or warranty issue.

Where appropriate, we may connect you with the manufacturer or supplier to help resolve the matter more quickly.

However, Courier Vault will continue to monitor the issue and help support the resolution process.

Exchanges

We only replace items if they are damaged, defective, incorrect, or if an exchange has been approved by us.

If you wish to exchange your item for a different product, please contact us first.

The original item must be returned and inspected before a replacement is sent.

If there is a price difference, we will confirm the difference before processing the exchange.

Missing Parts

If your order arrives with missing parts, fittings, fixings, keys, instructions, or accessories, contact us as soon as possible.

Please include your order number and photos of what you received.

We will review the issue and help arrange a suitable resolution.

Return Shipping Responsibility

If you are returning goods yourself, we strongly recommend using a tracked and insured delivery service.

We cannot be responsible for goods that are lost or damaged during return shipping unless the return has been arranged through a courier service provided by us.

We cannot issue a refund until we have received the returned goods or received acceptable proof that the return has been delivered or sent back.

Gifts

If an item was marked as a gift when purchased and shipped directly to you, we may issue store credit or another suitable resolution where applicable.

If the item was not marked as a gift, or the gift giver placed the order directly, any refund will usually be issued to the original payment method used by the purchaser.

How to Start a Return

To start a return, contact us using the details below:

Email: support@couriervault.co.uk
Phone: 01302 456718
Contact page: Contact Us

Please include:

• Your order number
• Your name
• Your email address
• The reason for the return
• Photos if the item is damaged, defective, incorrect, or incomplete

Our team will review your request and provide the next steps.

Please do not send any item back until your return has been approved and you have received the correct return instructions.

Contact Us

If you have any questions about returns, refunds, damaged items, missing parts, or exchanges, contact us below.

Website Name: Courier Vault
Company Name: 
Company Number: 
Business Address: 
Email: info@couriervault.co.uk
Phone: 01302 456718

Customer Service Opening Hours:
Monday to Friday: 9:00am to 6:00pm
Saturday and Sunday: Closed

We aim to respond to customer service enquiries within 24 to 48 hours during working days.

Please note: Our office or mailing address is not a returns address. Do not send returns to this address. We will provide the correct return address once your return has been approved.