Terms and Conditions

These Terms govern:

• your use of ReturnMyOrder.co.uk and any subpages/subdirectories; and
• the returns portal services we provide (label creation, carrier integrations, reporting, billing, and related tools).

These Terms apply to two groups:

• Merchants: businesses using the Platform to offer a returns portal to their customers; and
• End Users: customers/recipients using a Merchant’s portal page to create or request a return.

If you are an End User, you are also subject to the Merchant’s own returns policy/terms, which may add rules about eligibility, deadlines, condition, and outcomes (refund/exchange/credit/rejection).

• Carrier: a shipping/parcel carrier (e.g., Royal Mail, Evri, DPD, etc.).
• Label: a shipping label and/or QR code and associated tracking details generated via the Platform.
• Merchant Portal Page: a Merchant’s returns portal located at a Platform URL path such as returnmyorder.co.uk/[merchant-name].
• Merchant Content: logos, brand assets, text, policies, instructions, and other materials supplied by a Merchant.
• Fees: charges payable to ReturnMyOrder for Platform access and/or services.
• Carrier Charges: amounts charged by Carriers for shipment services, including post-shipment adjustments.
• Surcharge: any additional Carrier Charge applied after label creation (e.g. overweight, oversize, address correction, remote area, fuel, failed collection, re-delivery).
• Prepay Credit: funds pre-loaded to a Merchant’s account and used to pay for Labels and Carrier Charges.

1. Merchant accounts are for businesses. By registering, you confirm you are acting in the course of business and have authority to bind the business.
2. You must provide accurate information and keep it up to date, including billing details.
3. We may refuse registration or suspend accounts where we reasonably suspect fraud, misuse, sanctions risk, or other legal/compliance concerns.
4. You are responsible for anyone you authorise to access your Merchant account (staff, contractors, etc.).

The Platform provides tools that may include:

• Merchant Portal Pages for returns initiation;
• label generation through integrated Carriers;
• return tracking and status updates;
• billing (weekly invoicing and/or Prepay Credit);
• reporting and returns management features.

We are not a Carrier. We do not physically transport parcels. Carriage is performed by Carriers and is subject to their own terms and operational rules.

1. The Platform may provide a free portal URL path (e.g., returnmyorder.co.uk/company_name). This is not a domain name registration and does not grant ownership rights in any domain.
2. We grant you a revocable, non-exclusive right to use your Merchant Portal Page while your account remains in good standing.
3. We may modify or reclaim a portal path where reasonably necessary, including where it infringes third-party rights, is misleading/offensive/unlawful, creates fraud risk, or the Merchant account is suspended/terminated.
4. You are responsible for ensuring the portal path you request does not infringe third-party rights.

Merchants are responsible for:

• the products sold and the underlying sales contract with the End User;
• returns/refunds/exchanges policy and compliance with consumer law;
• ensuring Portal Page instructions and information are accurate, clear, and lawful;
• handling disputes, refunds, chargebacks, and eligibility decisions.

Merchants must not use the Platform to generate Labels for prohibited or restricted items, or any item the selected Carrier will not carry.

• End Users must provide accurate return and address details.
• End Users must package items appropriately and comply with Merchant instructions and Carrier requirements.
• End Users must not submit fraudulent return requests.

The Merchant (not ReturnMyOrder) decides whether a return is accepted and what outcome applies (refund, exchange, credit note, rejection).

1. When a Label is generated, the shipment is subject to the relevant Carrier’s terms, service rules, and operational constraints.
2. Any delivery/collection times are estimates only unless expressly guaranteed by the Carrier.
3. We are not responsible for Carrier service failures, delays, losses, damage, misdeliveries, missed collections, customs delays, or tracking inaccuracies provided by Carriers.
4. You are responsible for ensuring shipment details are correct. Carrier Charges and Surcharges may apply for incorrect or incomplete information.

The Platform may offer billing via:

• Weekly invoicing (paid via Direct Debit and/or stored card payment method); and/or
• Prepay Credit (top-ups paid by credit/debit card, used as Labels/Carrier Charges arise).

All Fees and Carrier Charges are exclusive of VAT where applicable.

Carriers may apply Surcharges after a Label is created, based on actual measured weight/dimensions, address corrections, service eligibility, failed collection, or other factors determined by the Carrier.

Surcharges will be charged as follows:

• Weekly invoicing: added to the next invoice (or a later invoice if received later).
• Prepay Credit: deducted from the credit balance when received/confirmed.

If a Surcharge causes or contributes to a negative/insufficient balance, we may suspend Label creation until the balance is restored and/or collect payment using available billing methods.

1. If payment is overdue, we may suspend access to some or all Platform features, including Label generation and/or Portal Page access.
2. Overdue accounts may be subject to a £12.50 late payment fee (where lawful and reasonably incurred).
3. Suspension does not remove your obligation to pay outstanding Fees, Carrier Charges, or Surcharges.
4. We may require settlement of all arrears (and/or a switch to Prepay Credit) before reactivating an account.

1. Platform Fees: unless otherwise agreed, subscription or service Fees are non-refundable once the billing period has started.
2. Prepay Credit: unless required by law, top-ups are non-refundable once added to your account.
3. Labels/Carrier Charges: refunds for unused/voided Labels depend on the Carrier’s rules and whether the shipment was used/processed/collected.
4. If you initiate a chargeback without contacting us first, we may suspend your account pending resolution.

You must not use the Platform for items that are prohibited by law or prohibited/restricted by the Carrier service selected.

You are responsible for checking applicable Carrier restrictions before generating a Label.

You must not:

• use the Platform for unlawful activity, fraud, or deception;
• interfere with the Platform’s security, performance, or integrity;
• attempt unauthorised access or upload malicious code;
• scrape or reverse engineer the Platform except as permitted by law.

1. We own (or license) all intellectual property rights in the Platform, including code, designs, and branding.
2. Merchants retain ownership of Merchant Content but grant us a worldwide, royalty-free licence to host, display, and use it solely for operating the Platform and providing the services.
3. You must not use our brand, trade marks, or logos except as permitted in writing.

1. Each party will comply with applicable data protection laws.
2. Our collection and use of personal data is described in our Privacy Policy: Privacy Policy.
3. Where we process personal data on behalf of a Merchant, we typically act as a processor and the Merchant acts as a controller. A Data Processing Addendum may apply: Data Processing Addendum.
4. Merchants are responsible for ensuring they have a lawful basis to provide personal data to us and to instruct us to process it.

1. We implement reasonable technical and organisational measures to protect the Platform and data.
2. You agree to use strong passwords, protect account access, and notify us promptly of any suspected unauthorised use.

1. Each party may receive confidential information from the other. Confidential information must be protected and used only for providing/using the services.
2. Confidentiality obligations do not apply to information that is public, independently developed, or required to be disclosed by law.

1. The Platform is provided on an “as is” and “as available” basis.
2. We do not guarantee uninterrupted, error-free operation or that Carrier services will be available or meet any timeframe.
3. Nothing in these Terms limits rights that cannot legally be limited.

1. Nothing in these Terms excludes or limits liability for death/personal injury caused by negligence, fraud, or any liability that cannot be limited by law.
2. Subject to the above, we are not liable for Carrier performance (loss/delay/damage/misdirection), indirect or consequential losses, issues caused by incorrect data submitted, or outages beyond our reasonable control.
3. Total liability cap (Merchant): Our total liability to a Merchant in any 12-month period will not exceed the total Platform Fees paid by the Merchant to us in that 12-month period.
4. End Users: End Users access the Portal at the Merchant’s direction. Claims about goods, refunds, or eligibility must be directed to the Merchant.

The Merchant will indemnify us for losses, claims, and costs arising from the Merchant’s products, policies, customer communications, Merchant Content infringement, unlawful/fraudulent use, or breach of Carrier restrictions.

1. Merchants may terminate their account by giving 30 days written notice unless their plan states otherwise.
2. We may suspend or terminate immediately where there is a serious breach, suspected fraud/unlawful use, overdue payment, or legal/compliance risk.
3. On termination, outstanding Fees and Carrier Charges (including later Surcharges) remain payable and the Merchant Portal Page may be removed.

1. We may update these Terms from time to time.
2. If changes are material, we will take reasonable steps to notify Merchants (e.g. email or account notice).
3. Continued use of the Platform after the effective date means you accept the updated Terms.

These Terms are governed by the laws of England and Wales. Courts of England and Wales will have exclusive jurisdiction, except where consumer law grants End Users mandatory rights in their home jurisdiction.

Questions, notices, or complaints should be sent to:

• Support: help@returnmyorder.co.uk
• Registered address: 129 Comissioners Wharf, Newcastle Upon Tyne, NE296DS