• NEEDING TO CLAIM?

    When it’s important to you or your customer don’t forget to include liability insurance.

Loss, Part Loss or Damage?

  • Loss – This category covers the majority of claims and is used when everything from the consignment is missing . It can also be used if you have multiple items in your consignment, but there are only some items missing, provided that the entire box/es are missing and not just some of the goods from inside the box.

  • Part-Loss – If your consignment has arrived and some goods are missing from inside the parcel, this is classed as a part loss.

  • Damage – If your parcel is damaged whilst travelling through our network and is not on our exclusion list. Please note that if the packaging is deemed insufficient you will not be able to claim for damages to your freight, also note the “Consignee choice” below.

Claim Timeline

  • Loss – You have 20 business days to notify us of a loss and 30 business days to submit the information to support the claim.

  • Part-Loss – You have 3 business days to notify us of a part-loss of a consignment and 10 business days to submit the information to support the claim.

  • Damage – You have 3 days to notify us of a damaged parcel you wish to make a claim for and 10 business days to submit the information to support the claim.

What we need from you

To expedite the processing of your claim (see the excluded goods list below) within the designated timeframe set by The APC, kindly reach out to our Customer Services Team via email at your earliest convenience.

Please attach your cost and sales invoices to the email and clearly indicate the specific item you are claiming for. In the case of a claim related to a damaged item, include photographic evidence showcasing both the external damage to the packaging and the damage sustained by the item.

Direct all relevant information to our Customer  Services Team at cs@rushworldwide.co.uk.

For a comprehensive guide on the required evidence, please click here.

Overnight & Same Day refund policy

Refund Policy for Overnight services

Refund Eligibility:

Late Deliveries:

RUSH Europe may offer a refund* in the form of a credit note for shipments that do not meet the agreed-upon delivery time frame. The criteria for late delivery and the corresponding refund process may vary based on the service level chosen.

  • Premium Services (Including Saturday Equivalents like LW10 (Lightweight Pre 10), LW12 (Lightweight Pre 12),): Refunds for delays exceeding 24 hours
  • Standard Services (Including Saturday Equivalents like LW16 (Lightweight Pre 16:00)): Refunds considered for delays exceeding 48 hours.
  • Damage: Eligible for items under the Fragile Service. Partial damage (e.g., one broken item in a set) leads to repacking and delivering remaining items without full shipment refund.

Damaged Goods: Refunds are considered for items shipped under the Fragile Service if breakage occurs, subject to review and frequency of claims. In cases where part of a shipment is damaged (e.g., one bottle in a shipment of eight bottles is broken), and we are able to repack and successfully deliver the remaining intact items, a refund will not be issued for the entire shipment. Refunds in such scenarios will be limited to the damaged item(s) only.

Perishable Goods: Refunds for late deliveries (24 hours for premium services and 48 hours for standard services) are considered, provided the goods were packaged adequately.

Packaging and Responsibility:

  • Senders must ensure proper packaging in compliance with APC Overnight’s guidelines. For perishables, use of coolant gel packs or insulating materials is recommended, for 48hours min.

Exclusions:

  • Services UB (Unboxed), NC (Non-conveyable), MP (Mail Pack), LQ (Limited Quantity), CP (Courier Pack), and their Saturday equivalents are not eligible for breakage refunds.
  • Storms & adverse weather.
  • Rush Europe is not liable for indirect losses or damages (consequential loss).
  • If the shipper selects the “Safe Place” option, and the consignment is left safe in accordance with the required process, then no GIT (Goods in Transit) claims for loss will be permitted.
  • If the shipper selects “consignee choice”, where the product allows, the options will be offered to the consignee within APC Choice. Should the consignee then choose this option, they are agreeing to accept liability and are unable to claim for loss from either the shipping customer or APC.
  • All exclusions are subject to APC terms and conditions here. see the list of excluded items below.

Claim Submission:

  • Claims must be detailed and filed promptly within a specified timeframe after the expected delivery date. Include service type, shipment details, and nature of the claim.
  • Claims (for cost of the damaged goods) can only be made on items that not in the exclusion list of goods.
  • So, excluded goods are
  • acrylics
  • antiques
  • beer
  • bullion
  • ceramics
  • cheques
  • china
  • fibreglass
  • furs
  • glass
  • jewellery
  • living creatures
  • memorabilia
  • money orders
  • pet ashes
  • perishables and other goods liable to spoil
  • perspex
  • plasma screens
  • porcelain
  • pottery
  • precious metals or precious stones
  • securities
  • stamps
  • television sets that are “ non conveyable freight”
  • tickets
  • tobacco
  • vouchers
  • watches
  • wines and spirits
  • works of art;

For further information on our services and guidelines, visit Rush Europe Services and APC Packaging Guidelines.

Same-Day Cover Details:

Standard Insurance: Included with all same-day services, this provides basic coverage up to £100 per consignment. This is suitable for most general shipments.

Additional Insurance: For high-value shipments, we offer enhanced cover up to £15,000 per consignment. High-value items such as computer equipment and mobile phones are capped at £3,000. The cost for this additional insurance is £10.00 per £1,000 of cover.

Exclusions: Certain items, including perishable goods and hazardous materials, are excluded. Please refer to our terms and conditions for a full list.

Conditions: Goods must be properly packed and labelled. Accurate declaration of items is required to ensure appropriate coverage.

Refunds: If you need to make a claim or a refund please contact us at sales@rushworldwide.co.uk within 5 working days of the order.

For more detailed information or to discuss specific insurance needs, please feel free to contact us directly at marketing@rushworldwide.co.uk

*Refund means a refund of the cost of delivery and for the avoidance of doubt not a refund of the cost of the value of the goods.

Claim form