Cancellation policy

This page explains when a Ceylon Shipping booking can be cancelled for a refund. It applies to bookings paid by card through Stripe and to bookings paid by bank transfer.

Before your collection is booked

You can cancel your booking at any time before we book your UK collection with our courier, and any payment already made will be refunded in full. A card payment is refunded automatically to the original payment method; a bank transfer payment is refunded by our team once your cancellation is confirmed. If you chose to drop your packages off yourself, the same applies until we receive them.

Once your collection is booked

Once we have booked your collection, cancelling becomes a request that our team reviews. If it is approved:

• the UK collection charge for the booked collection is not refunded, as it has already been committed to the courier;
• any extra fee you paid for arranging collection again (for example after a missed or rescheduled collection) is not refunded;
• a cancellation fee may apply, and we will tell you the amount before your refund is issued;
• the rest of what you paid is refunded. You will never be asked to pay more than you have already paid.

Once your packages have been collected, the booking can no longer be cancelled — except as described below if your parcel weighs more than you declared.

If your parcel weighs more than you declared

We weigh and measure every parcel when it reaches us. If it is heavier or larger than you declared, we will email you the additional amount due, worked out at the rates of the quote you accepted. Your shipment is held until you accept and pay it. A parcel that is lighter than declared is not refunded. If you don't wish to pay, you can request cancellation from your booking page. If it is approved:

• the UK collection charge is not refunded and a cancellation fee may apply;
• we can return your parcel to a UK address of your choice — the return delivery cost is deducted from your refund — or you can collect it from us by appointment, bringing a passport or national identity card that matches the sender's details on your booking;
• a parcel that is not collected or paid for within 30 days of our notice, and then within 14 days of a final notice, may be disposed of.

The full terms are in clauses 5.2 to 5.10 of our Terms & conditions.

Changing or missing your collection

If you need a different collection date, or you missed the courier, use your booking page to tell us and we will arrange a new date. Arranging collection again may carry an extra fee from the courier — we always ask you to accept it before booking the new collection, and you can choose to drop your packages off yourself instead.

How to cancel

Guest and registered customers can cancel — or, once collection is booked, request cancellation — from their booking confirmation page or booking lookup, or by contacting our team with your booking reference. Every cancellation is recorded against your booking, including who requested it and when.

Prohibited-goods and compliance holds

A booking blocked or held for a prohibited-goods or compliance reason (see Prohibited & restricted goods) is handled separately from a standard customer cancellation and may not be eligible for the same refund terms.