Return & Refund Policy

1. Scope of This Policy

This policy applies to:

• Shipment cancellations
• Failed pickups
• Failed deliveries
• Return to Origin shipments
• Refund requests
• Payment-related issues
• Excess or duplicate payments
• Courier partner return charges
• COD-related return issues

This policy should be read together with our Terms & Conditions and Privacy Policy.

2. Shipment Cancellation

A shipment cancellation request may be accepted only if the shipment has not yet been picked up, processed, dispatched, or handed over to the courier partner.

Cancellation may not be possible once:

• The shipment has been picked up
• The shipment has been processed
• The shipment has been handed over to a courier partner
• The shipment is already in transit
• The shipment has been delivered
• Courier partner charges have already been incurred

Campus Express reserves the right to approve or reject cancellation requests depending on the shipment status and operational feasibility.

3. Refund Eligibility

A refund may be considered only in genuine cases where:

• Payment was made but the shipment service could not be provided by Campus Express
• A shipment was cancelled before pickup or processing
• Duplicate payment was made for the same shipment
• Excess payment was made due to a billing or calculation error
• Payment was received but booking could not be completed due to non-serviceability
• Payment failed but the amount was deducted and received by Campus Express

Refund approval will be subject to internal verification, payment confirmation, invoice records, courier partner status, and applicable deductions.

4. Non-Refundable Cases

Refunds may not be provided in the following cases:

• Shipment cancelled after pickup or processing
• Shipment already handed over to courier partner
• Shipment delayed due to courier partner, weather, strike, traffic, festival rush, natural events, or government restrictions
• Failed pickup due to sender unavailability
• Failed delivery due to receiver unavailability
• Incorrect pickup or delivery details provided by the user
• Receiver refused the shipment
• Shipment returned due to incomplete address, unreachable phone number, or non-cooperation
• Prohibited, restricted, illegal, or wrongly declared items
• Damage caused due to poor packaging
• Courier partner charges already incurred
• COD or handling charges already applied
• Any service already completed or partially completed

Campus Express will not be liable for refund requests arising from incorrect information, poor packaging, user delay, receiver refusal, prohibited items, or circumstances beyond our control.

5. Return to Origin

A shipment may be marked as Return to Origin if delivery cannot be completed due to reasons including:

• Incorrect or incomplete address
• Receiver unavailable
• Receiver refused delivery
• Receiver phone number unreachable
• Delivery location not accessible
• COD amount refused by receiver
• Prohibited or restricted item issue
• Courier partner delivery failure
• Local restrictions or operational limitations

Return to Origin shipments may attract additional return charges, storage charges, COD charges, handling charges, or courier partner charges.

These charges may be payable by the sender or user before the shipment is released, reattempted, returned, or settled.

6. Failed Pickup

If pickup fails due to the sender’s unavailability, incorrect pickup address, package not being ready, unreachable phone number, or any issue caused by the user, Campus Express may reschedule the pickup based on availability.

Additional charges may apply for repeated pickup attempts or courier partner charges already incurred.

Refunds may not be applicable if pickup failed due to the user’s fault or non-cooperation.

7. Failed Delivery

If delivery fails due to receiver unavailability, incorrect address, phone number not reachable, delivery refusal, COD refusal, or other receiver-side issues, the shipment may be reattempted, held, returned, or cancelled as per courier partner policy.

Additional charges may apply for reattempts, returns, storage, handling, or COD-related processing.

Campus Express will not be responsible for delays, return charges, or failed delivery caused by incorrect receiver details or receiver non-cooperation.

8. Damaged, Lost, or Delayed Shipments

Campus Express will take reasonable steps to coordinate with courier and logistics partners in case of shipment damage, loss, or delay.

However, refunds or compensation for damaged, lost, or delayed shipments will depend on:

• Courier partner investigation
• Declared shipment value
• Proof of value
• Packaging condition
• Shipment type
• Applicable courier partner terms
• Insurance or protection plan, if purchased
• Internal verification by Campus Express

Campus Express will not be responsible for damage caused due to poor packaging, fragile goods, leakage, incorrect declaration, prohibited items, or circumstances beyond our control.

Delays alone do not automatically qualify for a refund unless expressly approved by Campus Express or the courier partner.

9. Duplicate or Excess Payment

If a user makes a duplicate payment or excess payment, the user must contact Campus Express with:

• LRN / tracking ID / docket number
• Invoice details
• Payment screenshot
• Transaction ID
• Date and amount of payment

After verification, eligible duplicate or excess payments may be refunded or adjusted against future shipment charges, as decided by Campus Express.

10. Refund Process

To request a refund, the user must contact Campus Express through official support channels and provide all required details.

Required details may include:

• Customer name
• Mobile number
• LRN / tracking ID / docket number
• Invoice number, if available
• Payment screenshot
• Transaction ID
• Reason for refund request
• Shipment status or issue details

Campus Express may request additional documents or clarification before approving a refund.

Refunds will be processed only after verification is complete.

11. Refund Timeline

Once approved, refunds will be processed within a reasonable period through the original payment method or any other method approved by Campus Express.

Refund timelines may vary depending on:

• Bank processing time
• UPI/payment gateway processing time
• Internal verification
• Courier partner confirmation
• Public holidays
• Incorrect or incomplete refund details

Campus Express is not responsible for delays caused by banks, payment gateways, courier partners, or incorrect information provided by the user.

12. Refund Deductions

Refunds, where applicable, may be subject to deductions for:

• Courier partner charges already incurred
• Docket charges
• Pickup attempt charges
• Return charges
• COD charges
• Payment gateway charges
• Handling charges
• Taxes, where applicable
• Any other operational charges already incurred

The final refund amount will be determined after internal and courier partner verification.

13. Non-Transferability

Refunds will generally be made to the original payer or original payment source.

Campus Express may refuse to process refunds to third-party accounts unless proper verification and written approval are completed.

14. Disputes

Any refund or return-related dispute must be raised within a reasonable time from the date of booking, payment, pickup, delivery, or return status update.

Campus Express will review the dispute based on shipment records, payment records, tracking details, courier partner updates, and communication history.

The decision of Campus Express, after verification with courier partners and available records, shall be final and binding, subject to applicable law.

15. Policy Updates

Campus Express may update or modify this Return & Refund Policy from time to time.

The updated version will be posted on our website or shared through official communication channels. Continued use of Campus Express services after such updates means you accept the revised policy.

16. Contact Information

For return, cancellation, refund, or payment-related concerns, please contact:

17. Acceptance

By booking a shipment, making a payment, submitting shipment details, interacting with our WhatsApp chatbot, or using any Campus Express service, you confirm that you have read, understood, and agreed to this Return & Refund Policy.