Refunds Policy

The following is our cancellation and refunds policy for each of our shipping services:

1) Documents / Parcels / Boxes
2) Palletized items
3) Full container loads



Cancellation Policy for Courier services: (Documents / Parcels / Boxes)

1. You have the right to cancel a collection up to 24 hours before the collection date and receive a full refund.
2. To cancel a collection, please contact us by either email to cancellations@trexco.net or telephone +442070961031, +442071019257, +442071481150, please provide us with your name and consignment number
3. If you have cancelled a collection at least 24 hours before the collection date and a refund is due to you then we will process the refund as soon as possible and within 3 working days.
4. There is no administrative charges for cancellations.
5. In the event that one of our supplied couriers failed to collect a package because:

  • incorrect paperwork
  • your premises were closed
  • insufficient packaging
  • customer not present

then Trexco will rebook the collection for the next working day, if the failure to collect is deemed by their or our error you may request a full refund, please contact us by either email to: cancellations@trexco.net or telephone +442070961031, +442071019257, +442071481150
6. If a collection fails due to the package containing a prohibited or restricted item our couriers offer the following refund policy:
  • Parcelforce: Full refund less £20 if the shipment has not left the UK
  • TNT: Full refund if the shipment has not left the UK
  • DHL: Full refund if the shipment has not left the UK



Cancellation Policy for Palletized items:

1. You have the right to cancel a collection up to 24 hours before the collection date and receive a full refund.
2. To cancel a collection, please contact us by either email to cancellations@trexco.net or telephone +442070961031, +442071019257, +442071481150, please provide us with your name and consignment number
3. If you have cancelled a collection at least 24 hours before the collection date and a refund is due to you then we will process the refund as soon as possible and within 3 working days.
4. There is no administrative charges for cancellations.
5. In the event that one of our transport suppliers failed to collect your cargo because:

  • inaccessible loading area
  • inappropriately packaged load or pallet
  • incorrect paperwork

then Trexco will rebook the collection for the next available collection date at the customers expense, If the shipment is multimodal, that is, include land transportation as well as air or sea freight, a refund will only be available for the part of the shipment that has not been undertaken.
If the failure to collect is deemed by us or our supplier’s error you may request a full refund, please contact us by either email to: cancellations@trexco.net or telephone +442070961031, +442071019257, +442071481150




Cancellation Policy for Full container loads:

1. You have the right to cancel a reservation up to 48 hours before the container is due to be delivered to your loading point and receive a full refund.
2. To cancel a collection, please contact us by either email to cancellations@trexco.net or telephone +442070961031, +442071019257, +442071481150, please provide us with your name and consignment number
3. If you have cancelled a reservation at least 48 hours before the loading date and a refund is due to you then we will process the refund as soon as possible and within 3 working days.
4. There is no administrative charges for cancellations.
5. In the event that one of our hauliers failed to deliver the container because:

  • inaccessible loading area
  • failure to arrange cargo loading
  • incorrect paperwork

then Trexco will rebook the reservation for the next available loading date at the customers expense, If the shipment is multimodal, that is, include land transportation as well as sea freight, a refund will only be available for the part of the journey that has not been undertaken.
This is because the delivery of the container to the loading point has been done and a wasted journey will be owed to the Hauliers.
If the failure to deliver the container to your loading point is deemed by us or our supplier’s error you may request a full refund, please contact us by either email to: cancellations@trexco.net or telephone +442070961031, +442071019257, +442071481150


Late or delayed deliveries / collections

The delivery time selected by you is an indication of the time, our couriers and hauliers will try their best to deliver or collect your parcel / container, however, delays are sometimes unavoidable. therefore there is not guarantee of the time the parcel, consignment or container will actually be collected or delivered.


Payment Queries

If you have a query about a debit card, credit card or paypal transaction, please contact us by either email to info@trexco.net or telephone +442070961031, +442071019257, +442071481150