Refund & Cancellation Policy
Last updated: 27 May 2026 · Effective immediately · Consumer Protection (E-Commerce) Rules 2020 compliant
Quick summary: Free cancellation until your parcel is uplifted by the carrier · 14-day claim window after delivery for refunds · maximum liability ₹5,000 per parcel without declared-value insurance · refunds processed in 7–10 working days after approval.
1. When refunds are available
SLP Express ("we", "us") provides refunds in the following circumstances:
- Non-delivery: The carrier confirms in writing that your parcel cannot be delivered and is being returned to origin or has been irrecoverably lost.
- Lost in transit: Parcel has not moved on tracking for 21 consecutive working days beyond the original estimated delivery date, and the carrier has formally declared it lost.
- Damaged on delivery: Parcel arrives visibly damaged or contents are damaged in transit, documented with clear photographs of the carton (all 6 sides) and the damaged contents within 48 hours of delivery.
- Service-failure by SLP: Documented failure on our part such as pickup not arriving despite confirmation, packing errors causing damage, or wrong AWB generation.
- Booking cancellation — see Section 4 below for cancellation refund terms.
2. When refunds are NOT available
The following circumstances are not eligible for refund, as they are outside our control or are caused by the sender:
- Customs duty, GST, or import taxes paid by the recipient at the destination country
- Parcels detained, seized or destroyed by destination customs due to prohibited contents (which were not disclosed at booking)
- Delays caused by destination country customs clearance procedures (these are determined by the destination customs authority, not SLP)
- Delays caused by force majeure events — natural disasters, pandemic-related lockdowns, civil unrest, war, strikes, government shutdowns, or carrier-network disruptions
- Delays where the recipient was unavailable to receive the parcel and the carrier completed the maximum number of delivery attempts
- Refusal of the parcel by the recipient at delivery
- Incorrect or incomplete recipient address provided by the sender
- Damage to items that were not properly declared or packed as prohibited by destination customs (eg. liquid pickles without secondary seal)
- Loss of value on items that were declared at lower than actual market value to minimise duty (under-declaration risk)
3. How to claim a refund
Step 1 — Notify us within 14 days of delivery (or expected delivery date)
WhatsApp +91 99510 83676 or email info@slpcouriers.in with the subject "Refund Claim — [AWB number]" and include:
- AWB / tracking number of the shipment
- Date of pickup from your address
- Date of delivery (or expected delivery date)
- Detailed description of the issue (non-delivery, damage, lost, etc.)
- For damage claims: clear photographs of the carton (all 6 sides) and the damaged contents, taken within 48 hours of delivery
- Original commercial invoice copy if not already with us
Step 2 — We acknowledge and investigate
We will acknowledge your claim within 2 working days via WhatsApp / email. Investigation typically takes 10–15 working days as it involves coordination with the carrier (DHL / FedEx / UPS / Aramex), tracking data analysis, and possibly destination country inquiries.
Step 3 — Decision and refund
If the claim is approved, the refund amount will be confirmed in writing. Refunds are processed within 7–10 working days after approval to the original payment method used at booking (UPI, bank transfer, or card). Cash payments are refunded to a bank account you specify.
Important: All refund claims must be raised within 14 days from the date of delivery (or the original expected delivery date for non-delivery claims). Claims raised after this window cannot be processed.
4. Cancellation policy
You can cancel a booking at any time before the parcel is uplifted by the carrier:
| Cancellation timing | Refund amount | Notes |
|---|---|---|
| Before pickup is scheduled | 100% full refund | No deductions. |
| After pickup, before packing complete | 100% full refund | We collect the parcel back at no charge. |
| After packing complete, before carrier handover | 100% full refund | We return the packed parcel to your address (free). |
| After parcel uplifted by carrier (AWB scanned in) | Not refundable | Once in the carrier network, the shipment is in transit and carrier charges apply. |
To cancel a booking, WhatsApp +91 99510 83676 with your AWB number and the message "Cancel booking". Confirmation will be sent within 1 hour during business hours.
5. Liability cap for lost or damaged parcels
Our liability for lost or damaged parcels is capped as follows:
- Without declared-value insurance: Maximum ₹5,000 per parcel, regardless of declared or actual value. This is in addition to a full refund of the courier charges paid.
- With declared-value insurance (optional add-on at 1.2% of declared value): Up to the declared value, capped at ₹2,00,000 per parcel.
- For documents: Limited to courier charges paid + cost of replacement document procurement (eg. duplicate passport fees), capped at ₹5,000 unless declared-value insurance taken.
If you are shipping items worth more than ₹5,000, we strongly recommend opting for declared-value insurance at booking. WhatsApp us to add this to your shipment.
6. Force majeure exclusions
We are not liable for delays, non-delivery, or damage caused by events beyond our reasonable control, including but not limited to:
- Natural disasters (floods, earthquakes, cyclones, volcanic eruptions)
- Pandemic-related lockdowns or quarantine restrictions
- War, terrorism, civil unrest, riots, sabotage
- Strikes by carriers, customs staff, or transportation workers
- Government action — embargoes, sanctions, import bans, customs system outages
- Airline cargo capacity restrictions or flight cancellations
- Carrier network disruptions (eg. DHL/FedEx hub closures)
- Acts of God
During force majeure events, we will keep you informed via WhatsApp and resume normal service as soon as feasibly possible. Refunds may be considered on a case-by-case basis if the disruption is prolonged beyond reasonable expectation.
7. Refund timeline
Approved refunds are processed as follows:
- UPI / IMPS / NEFT: 1–3 working days after approval
- Credit / debit card: 5–10 working days (subject to your bank's processing time)
- Bank account transfer: 2–5 working days
- Original cash payment: NEFT/IMPS to your nominated bank account within 5 working days
8. Disputes and escalation
If you are not satisfied with our refund decision, you may escalate the matter as follows:
- Internal review — write to our Grievance Officer (see Privacy Policy Section 10) for a second-level review. Response within 7 working days.
- Consumer disputes redressal — file a complaint with the District Consumer Disputes Redressal Commission, Hyderabad, under the Consumer Protection Act 2019.
- National Consumer Helpline — call 1915 or file online at consumerhelpline.gov.in.
9. Changes to this policy
We may update this Refund & Cancellation Policy from time to time. The "Last updated" date at the top reflects the latest version. Changes apply only to bookings made after the change date; bookings before the change are governed by the policy in force on the booking date.
10. Governing law
This Refund & Cancellation Policy is governed by the laws of India and the Consumer Protection Act 2019. Disputes shall be subject to the exclusive jurisdiction of consumer courts in Hyderabad, Telangana, India.
For any clarification or to raise a claim, WhatsApp us at +91 99510 83676 or email info@slpcouriers.in — we respond within 2 working days.