Last updated: April 2026
1. Introduction
These Terms & Conditions (“Terms”) govern your use of courier and logistics services provided by DPNEX LIMITED (“DpNEx”, “we”, “us”, “our”), Company No. 17006075, registered in England and Wales at 14 Carlton Avenue, Feltham, England, TW14 0EF.
By placing a booking with DpNEx, you agree to be bound by these Terms. Please read them carefully before booking.
2. Booking and Payment
- All bookings are subject to availability and acceptance by DpNEx.
- A booking is only confirmed once you have received a written confirmation from DpNEx.
- Prices quoted on our website are estimates based on the information provided; the final price is confirmed at the time of booking.
- Payment must be made before or at the point of collection via bank transfer or cash on collection.
- Bank transfer details will be provided in your booking confirmation email.
- DpNEx reserves the right to refuse service without explanation.
3. Prohibited Items
You must not send the following via DpNEx:
- Dangerous goods, explosives, flammable or corrosive materials
- Illegal substances, controlled drugs, or counterfeit goods
- Live animals or perishable foodstuffs (without prior written agreement)
- Cash, currency, negotiable instruments, or precious metals
- Human remains or ashes
- Items that violate the laws of the origin or destination country
- Items exceeding our maximum size and weight limits (30 kg / 120×60×60 cm per parcel, unless agreed in writing)
You are solely responsible for ensuring your shipment complies with the laws of both the origin and destination country. DpNEx accepts no liability for seizure, confiscation, or delays resulting from prohibited or incorrectly declared items.
4. Liability
- DpNEx’s maximum liability for any loss or damage to a shipment is limited to the declared value of the goods, or £100 per shipment, whichever is lower.
- DpNEx is not liable for consequential, indirect or special damages.
- We are not liable for delays or failures caused by customs authorities, weather conditions, strikes, or any circumstance beyond our reasonable control.
- Claims for damage or loss must be submitted to us in writing within 14 days of the expected delivery date. Claims made after this period will not be accepted.
- DpNEx is not liable for items prohibited under these Terms or any applicable law.
5. Customs and Import Duties
- All customs duties, import taxes and handling fees at the destination country are the sole responsibility of the recipient.
- DpNEx will provide standard customs documentation (CN22/CN23 forms) as required.
- The sender is responsible for providing accurate and truthful descriptions of parcel contents and their declared value.
- Inaccurate or vague descriptions may result in delays, additional charges or seizure by customs authorities. DpNEx accepts no liability for such outcomes.
- For shipments to Nepal: optional customs clearance assistance is available at an additional cost (see our rates page).
6. Delivery Times
- All delivery times stated by DpNEx are estimates only and are not guaranteed.
- DpNEx is not liable for failure to deliver within any stated timeframe.
- Factors outside our control including customs clearance times, public holidays, and airline schedules may affect delivery timescales.
- International delivery estimates begin from the date of collection, not the date of booking.
7. Packaging
- All items must be securely packaged to withstand the rigours of international transportation.
- DpNEx is not liable for damage to items that were inadequately packaged.
- Fragile items must be clearly marked and double-boxed with appropriate cushioning.
- Packaging assistance is available on request at an additional charge.
8. Cancellation and Refunds
- Bookings may be cancelled for a full refund provided the parcel has not yet been collected.
- Once a parcel has been collected, cancellation charges may apply. Please contact us immediately.
- If DpNEx is unable to deliver a shipment due to reasons beyond our control, we will notify you and arrange a refund or alternative service.
- Refunds are issued within 5–10 business days to the original payment method.
9. Insurance
Basic liability cover is included with all shipments up to £100. Additional insurance is available on request and priced at approximately 2% of the declared value. Please request this at the time of booking.
10. Privacy
Your personal information is processed in accordance with our Privacy Policy. By placing a booking, you consent to your information being used as described therein.
11. Governing Law
These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
12. Changes to These Terms
DpNEx reserves the right to amend these Terms at any time. Updated Terms will be published on our website. Continued use of our services after changes constitutes acceptance of the updated Terms.
13. Contact