This means that we will refund or credit you with the shipping charges (or the proportionate part if only some of the parcels in a shipment fail to meet the time limit) on request, where the money-back guarantee applies, if we deliver outside our time commitment. This amount will not include any VAT, duties, taxes or levies, provided that the following conditions are met:

• shipping documentation and labels must have been correctly completed and the labels must be affixed at the time of the claim;
• All documentation required by the country of origin, destination or countries of transit must be fully and accurately completed and included with the parcel or provided electronically using UPS Paperless ^® Invoice (no later than 15 minutes before the last collection time specified by UPS) and must have been received by UPS.
• if applicable, the parcel must bear a Saturday delivery routing label (for destinations to which this service is available);
• the shipment must have been given to UPS before the latest collection time specified for guaranteed delivery;
• you must notify UPS of your claim in writing or by telephone within 15 days from the date of the scheduled delivery and advised us of the receiver's name and address, date of shipment, parcel weight and the UPS tracking number;
• the shipment must not have required additional handling as described in the Additional Handling section of our website;
• The shipper must provide timely upload of all applicable information to UPS. Timely upload as used in these Terms refers to the electronic transmission of all applicable information (including, but not limited to, consignee’s full name, complete delivery address, and shipment dimensions and weight) to UPS 15 minutes before the latest collection time specified by UPS.

Please note, the UPS money-back guarantee does not apply when late delivery results from the parcel not complying with the service restrictions and conditions set out in our Terms and Conditions of Carriage, or if it is because of events beyond our control (force majeure).

To find out if the money-back guarantee applies to your shipment, visit ‘Quote' on our homepage and enter your shipping details.

To claim the money-back guarantee for shipping charges, please contact UPS customer service.​​

Alternatively, UPS account holders using the UPS Billing Center can request a Guaranteed Service’ Refund via the invoice ‘Dispute’ option (tick the ‘Disputes and Refunds’ section in the Billing Center’s ‘Help and Support Centre’ for detailed instructions), if submitted within 15 calendar days of the scheduled delivery.