Last Updated: 29 May 2025
1. OUR SERVICE
UK Customs Ltd provides digital customs declaration services. Upon your request and payment, our licensed customs brokers prepare and submit a customs declaration to HM Revenue & Customs (HMRC) on your behalf. This is a professional, bespoke service resulting in a legally-binding document.
2. UNDERSTANDING YOUR PURCHASE – KEY DETAILS
- Service Type: Professional, digital, and bespoke.
- Delivery: The completed declaration is issued to you and submitted to HMRC typically within hours of a complete request and payment.
- Finality: Once a declaration is issued and submitted to HMRC, it is a final, legally-filed document. It cannot be “returned” or “cancelled” in the way a physical product can.
3. GENERAL REFUND POLICY – “NO RIGHT TO CANCEL”
Due to the nature of our services beginning immediately upon your order with the preparation of a bespoke, legal document, you do not have a statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 once the service has been fully performed.
A refund will only be considered under the specific, limited circumstances outlined below.
4. WHEN A REFUND MAY BE CONSIDERED
Refund requests are evaluated on a case-by-case basis at our sole discretion.
| Scenario | Refund Eligibility | Conditions |
| 1. Service Not Rendered | Full Refund | If, due to an error on our part, we have not started the declaration process and have not issued a declaration to you or HMRC. |
| 2. Duplicate Payment | Full Refund | If you have been charged twice for the same service. Proof of duplicate transaction will be required. |
| 3. Our Error Pre-Submission | Partial or Full Refund | If we identify a significant error in the declaration before it is officially submitted to HMRC, and the error is our fault. We will typically correct the error at no charge; a refund is only if correction is impossible. |
| 4. Customer Error Pre-Payment | No Refund | If you provide incorrect information but we have already processed and submitted the declaration based on that information. |
5. When a Refund is Not Possible
Refunds are strictly not available in the following, non-exhaustive, circumstances:
- After Submission to HMRC: Once the declaration has been issued and submitted to HMRC.
- Change of Mind: You change your mind after payment but before or after the declaration is issued.
- Provision of Incorrect Information: You provide incorrect or incomplete information (e.g., wrong commodity code, value, origin) which leads to the declaration being submitted. It is your responsibility to ensure all data provided is accurate.
- Goods Delayed, Seized, or Rejected by Authorities: Issues arising from the physical goods themselves are separate from our declaration service and do not qualify for a refund for the service rendered.
- Failure to Read Service Description: You misunderstood the nature of the service before purchasing.
6. HOW TO REQUEST A REFUND
If you believe your situation qualifies under point 4, you must submit a request to our accounts team at [email protected] within 14 days of your original payment.
Your request must include:
- Your company name and invoice number.
- The date of the transaction.
- A detailed explanation of the reason for the refund request.
- We will review your request and notify you of our decision within 14 business days.
7. CONTACT US
For any questions about this policy, please contact us:
- Email: [email protected]
- Telephone: +44 1233 516996
