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RETURN RUNNER – TERMS AND CONDITIONS

Last updated: 22nd July 2026

These Terms and Conditions (“Terms”) govern the supply of services by Return Runner (the “Company”, “we”, “us”, “our”) to you (the “Customer”, “you”, “your”). By booking, paying for, or using our service (including via our website), you agree to these Terms. If you do not agree, do not use the service.

1. Definitions

  • “Booking” means a paid order for collection and drop-off facilitation.
  • “Carrier” means the third-party postal/courier network selected or used for the return (e.g., Royal Mail, Evri, DPD, UPS, Post Office or similar).
  • “Collection Window” means the time slot selected for collection.
  • “Drop-off Point” means a carrier-authorised point where parcels are accepted/scanned (e.g., Post Office counter, ParcelShop, depot).
  • “Prohibited Items” means items listed in clause 7 and/or prohibited by law or carrier rules.
  • “Parcel” means the item(s) you hand to us for carriage to a Drop-off Point.

2. What We Do (and What We Do Not Do)

2.1 Our service is a first‑mile collection and drop‑off facilitation service only. We collect your Parcel from the collection address you provide and deliver it to a Carrier Drop‑off Point for acceptance.

2.2 We are not the Carrier. We do not deliver Parcels to retailers or final destinations. We do not control Carrier networks, retailer processing times, refunds, chargebacks, or return outcomes.

2.3 Our service is complete once the Parcel has been accepted/scanned by the Carrier at a Drop‑off Point (or otherwise confirmed as accepted).

3. Booking, Fees and Payment

3.1 Fees are shown at checkout and must be paid in full before collection. Fees may change from time to time.

3.2 If you book multiple Parcels, any limits/maximums shown on the website form part of these Terms.

3.3 Payments are processed by third‑party payment providers. You must comply with their terms as well as ours.

4. Customer Responsibilities

You are responsible for ensuring that:

  • 1 The Parcel is securely packaged and sealed for transport and handling.
  • 2 A correct and readable return label is attached, or you have selected an applicable QR option supported by the Carrier and retailer.
  • 3 The return address/details are correct.
  • 4 The Parcel complies with Carrier and retailer rules (size/weight/content restrictions).
  • 5 The Parcel is available for collection at the agreed address within the Collection Window.

5. Collection and Access

5.1 You must provide safe, legal access for collection. If a building requires concierge access, codes, or instructions, you must provide them at booking.

5.2 If we cannot access the Parcel within a reasonable time (e.g., no answer, incorrect details, unsafe conditions), we may treat the booking as a failed collection. A re‑attempt fee may apply (if shown at checkout).

6. Proof of Service Completion

6.1 Proof of completion includes any of the following (as applicable): a Carrier receipt; scan confirmation; drop‑off confirmation; or internal time‑stamped record showing acceptance.

6.2 Proof of completion constitutes full performance of our service. After this point, all handling and liability transfers to the Carrier and/or retailer.

7. Prohibited Items and Safety

7.1 You must not hand to us any Parcel containing Prohibited Items. Prohibited Items include, without limitation:

  • Illegal drugs or controlled substances
  • Weapons, firearms, ammunition, explosives, incendiaries
  • Hazardous, toxic, corrosive or flammable substances (including fuels, solvents, strong chemicals)
  • Pressurised containers/gases (including aerosols where prohibited by carrier rules)
  • Non‑compliant lithium batteries or items containing batteries where prohibited by carrier rules
  • Cash, bullion, precious metals, gift cards used as cash substitutes
  • Stolen goods or items you are not authorised to send
  • Perishable items (food/drink) requiring temperature control
  • Live animals or biological materials
  • Any item prohibited by UK law or by the chosen Carrier/retailer policy

7.2 We may refuse collection or cancel a Booking if we reasonably suspect Prohibited Items or non‑compliance. We do not have to provide a reason where doing so would be unsafe or unlawful.

7.3 If we discover or suspect illegal items, we may notify the police or other authorities.

8. Inspection and Refusal Rights

8.1 For safety and compliance, we may ask you to confirm contents and/or open the Parcel in our presence. If you refuse, we may refuse service.

8.2 We do not routinely open Parcels. Any inspection is limited to what we reasonably consider necessary for safety/compliance.

9. Liability (Critical)

9.1 Our liability is strictly limited to the time period from when we take physical possession of the Parcel at collection until the Parcel is accepted/scanned by the Carrier at a Drop‑off Point.

9.2 Once accepted/scanned by the Carrier, we have no responsibility for: delays; lost Parcels; damage; retailer decisions; late refunds; return disputes; or any downstream issues.

9.3 If loss or damage occurs while the Parcel is in our possession (before Carrier acceptance), our maximum total liability per Booking is limited to the lower of:

  • £100; or
  • the declared value of the contents (where you provided it at booking).

9.4 We are not liable for indirect or consequential loss, loss of profits, emotional distress, or refund disputes with retailers or carriers.

9.5 Nothing in these Terms limits liability where unlawful to do so, including for death or personal injury caused by our negligence, or for fraud.

10. High-Value Items and Insurance

10.1 We do not provide goods‑in‑transit insurance beyond the liability cap in clause 9.

10.2 Do not use the service for high‑value items unless you accept the liability cap and the risk. If you want additional cover, you should arrange it independently and/or use a Carrier service that provides it.

11. Failed Drop-off, Invalid Labels, and Returns Processing

11.1 If drop‑off fails due to invalid labels/QR codes, Carrier refusal, or packaging issues, we will attempt to contact you using the details provided.

11.2 If the Parcel is not collected from us within 7 days of notification (or another period stated on the website), we may dispose of the Parcel. We are not responsible for any value lost due to disposal where you failed to respond.

12. Cancellations and Refunds of Our Fee

12.1 If you cancel before we start the service, refunds of our service fee (if any) will be handled in line with any refund terms shown at checkout.

12.2 If we attend but cannot collect due to your failure to provide access, availability, or correct details, our fee may be non‑refundable.

12.3 You understand that any retailer refund is separate from our service fee and is governed by the retailer’s policy.

13. Customer Indemnity

You agree to indemnify and hold harmless Return Runner, its directors, employees and contractors from any claims, losses, fines, penalties, legal costs and damages arising from:

  • sending Prohibited Items or unlawful goods;
  • breach of these Terms;
  • providing incorrect or misleading information;
  • third‑party claims relating to your Parcel contents or ownership.

14. Fraud, Chargebacks and Non-Payment

If you initiate a chargeback or payment reversal after successful completion (clause 6), we may recover the fee and reasonable administrative costs and/or pursue recovery through lawful means.

15. Force Majeure

We are not liable for delay or failure to perform due to events beyond our reasonable control (e.g., extreme weather, accidents, strikes, Carrier network disruption, road closures).

16. Complaints

If you have a complaint about our service (not about the Carrier or retailer), contact hello@returnrunner.co.uk within 7 days of the Booking date with your booking reference and details.

17. General

  • We may update these Terms from time to time. The version displayed on the website at the time of Booking applies to that Booking.
  • If any part of these Terms is found unenforceable, the remainder will remain in force.
  • No third party has rights under these Terms under the Contracts (Rights of Third Parties) Act 1999.

18. Governing Law

These Terms are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction.

Contact

Email: hello@returnrunner.co.uk

Business address: [TO BE CONFIRMED]