Refund policy

PINPOINT REMOVALS

REFUND, RETURNS AND CANCELLATION POLICY

Last updated: 21 July 2026

This Refund, Returns and Cancellation Policy explains when customers may cancel a booking, return a product, receive a refund or request another remedy from Pinpoint Removals.

This Policy applies to:

  • house and domestic removals;

  • office and commercial removals;

  • single-item moves;

  • furniture collections and deliveries;

  • packing and wrapping services;

  • dismantling and reassembly services;

  • move-out and end-of-tenancy cleaning;

  • short-term and long-term storage;

  • moving boxes, packing materials and other products purchased through our online shop;

  • any related service identified in your quotation or order confirmation.

This Policy should be read together with our Terms and Conditions, Privacy Policy and any quotation, booking confirmation or order confirmation supplied to you.

Nothing in this Policy limits or removes any statutory rights that cannot legally be excluded.

1. ABOUT US

Pinpoint Removals is operated by:

Legal company name: PINPOINT REMOVALS LTD
Trading name: Pinpoint Removals
Website: www.pinpointremovals.co.uk
Email: info@pinpointremovals.co.uk
Telephone: 07989 687858

References to “Pinpoint Removals”, “we”, “us” and “our” mean the company identified above.

2. IMPORTANT DISTINCTION BETWEEN SERVICES AND PRODUCTS

Different cancellation and refund rules apply depending on what you have purchased.

2.1 Services

Services include removals, furniture delivery, packing, cleaning, storage and related work.

Service bookings are normally quoted at a fixed price. Unless otherwise agreed, we do not require an upfront deposit and payment is due when the agreed work has been completed.

Because payment is normally made on completion, there may be no advance payment to refund where a service is cancelled before work begins.

2.2 Products

Products include moving boxes, tape, protective covers, packing kits and other physical items purchased through our online shop.

Products are normally paid for when an online order is placed. Separate return and refund rights therefore apply.

2.3 Mixed bookings

Where an order includes both Services and Products, each part will be treated under the relevant section of this Policy.

For example:

  • the removal Service will be treated as a Service;

  • separately purchased boxes will be treated as Products;

  • packing materials already used while providing a packing Service may form part of the Service charge.

PART A — SERVICE BOOKINGS

3. CANCELLING A REMOVAL OR OTHER SERVICE

We understand that moving dates and personal circumstances can change.

We do not impose a standard automatic cancellation fee for removal bookings.

Cancellation requests are considered fairly on a case-by-case basis, taking account of:

  • how much notice has been given;

  • whether any work has already been completed;

  • whether packing materials or Products have already been supplied or used;

  • whether specialist equipment has been hired;

  • whether a storage facility or specialist service has been reserved;

  • whether non-refundable third-party costs have been incurred specifically for the booking;

  • whether a statutory cancellation right applies;

  • any commitments stated in the customer’s quotation or booking confirmation.

Where:

  • no Services have been provided;

  • no Products have been supplied;

  • no specialist purchases have been made; and

  • no unavoidable third-party costs have been incurred,

there will normally be no cancellation charge.

A cancellation charge will not be imposed merely as a penalty for cancelling.

4. HOW TO CANCEL A SERVICE

To cancel a Service, contact us as soon as possible using:

Email: info@pinpointremovals.co.uk
Telephone: 07989 687858

Please provide:

  • your full name;

  • your booking reference, where available;

  • the booked service date;

  • the collection or service address;

  • confirmation that you wish to cancel.

A cancellation will take effect when it is received by us.

We recommend cancelling by email so that both parties have a written record.

Telling a member of the moving crew on the day is not treated as advance notice where the team has already travelled to or started the booking.

5. COSTS THAT MAY REMAIN PAYABLE AFTER CANCELLATION

Where legally permitted, a customer may remain responsible for reasonable amounts relating to:

  • Services already completed;

  • packing work already completed;

  • Products or packing materials already supplied or used;

  • custom or specialist materials ordered specifically for the booking;

  • non-refundable storage charges incurred with the customer’s prior knowledge;

  • specialist equipment hired specifically for the booking;

  • ferry, permit, parking or other third-party charges already committed;

  • reasonable work completed at the customer’s request before cancellation;

  • another evidenced and unavoidable cost incurred specifically to fulfil the booking.

Any amount charged will reflect the Services, Products or reasonable costs involved. It will not be an arbitrary cancellation penalty.

We will provide an explanation of any amount retained or charged.

6. CANCELLATION ON THE DAY OF SERVICE

If a customer cancels after our team has:

  • travelled to the service address;

  • arrived at the property;

  • begun loading;

  • begun packing;

  • begun cleaning;

  • collected an item;

  • committed a vehicle and crew that cannot reasonably be reassigned,

we may charge a reasonable amount for the work undertaken and costs incurred.

The amount will be assessed individually and will take account of:

  • distance travelled;

  • labour already provided;

  • vehicle and fuel costs;

  • packing materials used;

  • third-party costs;

  • the proportion of the agreed Service already completed.

This does not affect any statutory right to cancel or any remedy arising because of a breach by us.

7. RESCHEDULING A SERVICE

We do not impose a standard rescheduling fee.

A request to change a booking date is subject to availability.

Customers should provide as much notice as possible. We will use reasonable efforts to offer a suitable alternative date.

An additional amount may only become payable where the change causes:

  • a material change in the Service;

  • a change of collection or delivery address;

  • a significant increase in the quantity of Goods;

  • a requirement for different staff, vehicles or equipment;

  • an unavoidable third-party cost;

  • a substantially different journey or access arrangement.

Any revised cost will be explained before the rescheduled booking is confirmed.

8. STATUTORY CANCELLATION RIGHTS FOR SERVICES

Consumers entering into certain contracts online, by telephone or away from our business premises may have a statutory right to cancel within 14 days after the contract is formed.

However, the statutory cancellation right may not apply to a contract for the transport of goods where the service is to be provided on a specific date or during a specific period.

Removal bookings may include a combination of transport and other services, including packing, cleaning or storage. Whether a statutory cancellation right applies may therefore depend on the Services booked and the circumstances in which the contract was made.

Nothing in this Policy removes a statutory cancellation right that legally applies.

8.1 Starting work during a cancellation period

Where a statutory cancellation period applies and the customer asks us to begin providing a Service before that period has ended, we may ask the customer to confirm expressly that they want work to begin.

If the customer then validly cancels after work has started, the customer may be required to pay a proportionate amount for the Services already supplied.

8.2 Fully performed Services

Where permitted by law, the statutory right to cancel may be lost once a Service has been fully completed where the customer:

  • expressly requested that the Service begin during the cancellation period; and

  • acknowledged that the right to cancel would be lost once the Service was fully completed.

9. IF WE CANCEL A SERVICE

We may cancel or postpone a Service because of circumstances including:

  • unsafe access or working conditions;

  • severe weather;

  • road closures;

  • unexpected vehicle failure;

  • sudden staff illness or emergency;

  • inaccurate or materially incomplete information;

  • threatening or abusive behaviour;

  • illegal or prohibited items;

  • circumstances outside our reasonable control.

Where we cancel a Service and cannot provide a suitable alternative:

  • the customer will not be charged for Services not supplied;

  • any payment already made for Services not supplied will be refunded;

  • charges relating to Products already supplied or Services already completed may remain payable.

Where we postpone rather than cancel, we will work with the customer to arrange a suitable replacement date.

10. REFUNDS FOR ADVANCE OR DUPLICATE PAYMENTS

Although our removal Services are normally paid for on completion, a refund may be due where:

  • a customer accidentally pays twice;

  • an incorrect amount is taken;

  • an advance payment relates to a Service we do not provide;

  • a booking is cancelled and the customer is entitled to repayment;

  • a payment was taken in error;

  • the final agreed charge is lower than the amount paid.

Approved refunds will normally be made to the original payment method.

We may request reasonable information to identify the transaction and prevent fraud.

11. SERVICES NOT PROVIDED WITH REASONABLE CARE AND SKILL

We are legally required to provide Consumer Services with reasonable care and skill.

If a customer believes a Service was not performed correctly, they should contact us promptly and provide:

  • their name and booking reference;

  • details of the Service;

  • a clear description of the issue;

  • photographs or video where relevant;

  • details of the outcome being requested.

Where appropriate, the usual first remedy will be to correct or repeat the affected part of the Service.

Any repeat performance will be provided:

  • within a reasonable time;

  • without significant inconvenience to the customer; and

  • without charging the customer for the necessary labour or materials.

A repeat Service may not be appropriate where:

  • correcting the Service is impossible;

  • repeating it would not resolve the issue;

  • it cannot be completed within a reasonable time;

  • it would cause significant inconvenience;

  • another legal remedy is more appropriate.

Where repeat performance is impossible or is not provided within a reasonable time and without significant inconvenience, the customer may be entitled to an appropriate price reduction.

A price reduction may, where appropriate, be up to the full price of the affected Service.

12. SERVICE REFUND ASSESSMENTS

A complaint does not automatically entitle a customer to a full refund.

The appropriate remedy will depend on:

  • what was agreed;

  • what part of the Service was affected;

  • whether the agreed outcome can reasonably be corrected;

  • whether the customer received a substantial part of the contracted Service;

  • the extent of any breach;

  • any direct loss caused;

  • the remedies required by applicable law.

Possible remedies include:

  • returning to complete unfinished work;

  • repeating the affected part of the Service;

  • repairing damage;

  • paying reasonable repair costs;

  • replacing a damaged item where appropriate;

  • an appropriate price reduction;

  • a partial refund;

  • a full refund of the affected Service where legally justified;

  • handling the matter through our insurer.

A full refund of an entire removal booking will not normally be appropriate where the move was substantially completed and the complaint concerns only a limited part of the Service. This does not prevent a full refund where it is legally required.

13. REMOVAL DAMAGE AND LOSS CLAIMS

Damage to or loss of a customer’s Goods is not automatically handled as a refund of the removal charge.

A damage or loss claim may instead be resolved through:

  • repair;

  • restoration;

  • replacement;

  • payment of reasonable current value;

  • our insurer;

  • another appropriate legal remedy.

Customers should report visible damage as soon as reasonably possible.

Other loss or damage should preferably be reported in writing within seven days after completion or delivery so that we can investigate promptly.

A delayed report does not automatically remove a Consumer’s statutory rights, but it may affect our ability to determine:

  • when the damage occurred;

  • how the damage occurred;

  • whether the item was included in the move;

  • whether the issue was pre-existing.

Customers should not dispose of, repair or alter an affected item before giving us or our insurer a reasonable opportunity to inspect it, unless urgent action is reasonably necessary to prevent further damage.

14. PACKING SERVICES

Where we provide packing and the Service is cancelled:

  • unused separately charged materials may be refundable where they can be returned to stock;

  • materials already used will normally remain chargeable;

  • completed packing labour will remain chargeable;

  • specialist materials ordered specifically for the customer may be non-refundable where they cannot reasonably be reused.

Where packing has not been completed with reasonable care and skill, we may:

  • repack the affected Goods;

  • provide replacement materials;

  • correct the work;

  • offer an appropriate price reduction or refund where legally required.

We are not responsible for inadequate packing carried out by the customer, unless damage was separately caused by our failure to use reasonable care.

15. CLEANING SERVICES

Customers should inspect the completed cleaning as soon as reasonably possible and report any concern promptly.

Where a reasonable concern is raised, we will normally be given an opportunity to:

  • inspect the affected area;

  • return to correct the cleaning;

  • repeat the affected part of the Service.

We cannot guarantee:

  • the return of a tenancy deposit;

  • acceptance by a landlord or letting agent;

  • removal of permanent stains;

  • correction of wear, damage or deterioration;

  • removal of mould or limescale damage where the surface itself has been affected.

A full refund will not normally be provided where we have not been allowed a reasonable opportunity to inspect or correct a cleaning issue.

Where repeat performance is impossible, cannot be carried out within a reasonable time or would cause significant inconvenience, an appropriate price reduction may be considered.

16. STORAGE REFUNDS

Storage charges may be payable in advance for an agreed charging period.

Where storage ends part-way through a prepaid period, any refund will depend on:

  • the agreed notice period;

  • the storage agreement;

  • whether the period was booked at a discounted fixed-term rate;

  • whether third-party storage charges are refundable;

  • outstanding removal, handling or storage charges.

Where storage is charged on an open-ended basis and the required notice has been given, we will normally refund any unused complete prepaid period after:

  • the Goods have been collected or redelivered;

  • outstanding charges have been paid;

  • any applicable notice period has ended.

Charges may remain payable for:

  • storage already provided;

  • collection or redelivery;

  • handling;

  • access visits;

  • outstanding notice periods;

  • third-party costs;

  • unpaid charges relating to the Goods.

A customer will not be charged for a storage period that we are unable to provide.

17. FURNITURE COLLECTION AND DELIVERY

Where we collect furniture from a retailer, manufacturer, private seller or another third party, we are responsible for providing the agreed collection and delivery Service with reasonable care and skill.

We are not responsible for:

  • whether the item matches the seller’s advertisement;

  • manufacturing defects;

  • missing components that were absent before collection;

  • the seller’s refusal to provide a refund;

  • the item being unsuitable for the customer;

  • the customer changing their mind about the purchase;

  • the item not fitting where access information or measurements were inaccurate.

Where we fail to provide the agreed delivery Service, an appropriate refund or remedy will be assessed according to the circumstances.

Where the item itself is faulty, the customer should normally pursue the retailer or seller responsible for supplying the item, unless the fault or damage was caused by us.

PART B — ONLINE SHOP RETURNS

18. CANCELLING AN ONLINE PRODUCT ORDER BEFORE DISPATCH

Customers should contact us promptly if they wish to cancel an online order before it has been dispatched.

Where the order has not entered the dispatch process, we will normally cancel it and issue a full refund.

Where the order has already been dispatched, the customer may need to receive and return it using the process below.

We cannot guarantee that a cancellation request will stop an order once it has entered the carrier’s delivery network.

19. CHANGE-OF-MIND RETURNS FOR ONLINE PRODUCTS

Consumers who purchase Products online, by telephone or by another distance method normally have the right to cancel without giving a reason.

The customer must tell us that they wish to cancel within 14 days beginning on the day after:

  • the customer receives the Products;

  • a person nominated by the customer receives the Products; or

  • the final Product is received where an order is delivered in separate parts.

After notifying us, the customer normally has a further 14 days to return the Products.

To request a return, contact:

Email: info@pinpointremovals.co.uk

Please include:

  • the customer’s name;

  • order number;

  • Products being returned;

  • reason for return, where the customer wishes to provide one;

  • confirmation of whether the Products have been opened or used.

A reason is not required for a valid statutory change-of-mind cancellation.

20. RETURN ADDRESS

Unless we provide different instructions, Products should be returned to:

Pinpoint Removals Returns
[FULL RETURNS ADDRESS]
[POSTCODE]
United Kingdom

Customers should not send Products to our registered office unless the registered office is also identified as our returns address.

Returns sent to an unauthorised address may be delayed.

21. CONDITION OF CHANGE-OF-MIND RETURNS

Customers may inspect and handle a Product only as much as would reasonably be permitted in a physical shop.

Products should be returned:

  • complete;

  • with all components;

  • securely packaged;

  • with instructions and accessories;

  • in their original packaging where reasonably possible.

Original packaging is not an absolute requirement for exercising statutory rights, but the customer is responsible for packaging the Product adequately for return.

We may make a lawful deduction from a change-of-mind refund where the Product’s value has been reduced because it was handled beyond what was reasonably necessary to establish its nature, characteristics and functioning.

Examples may include:

  • using boxes during a house move;

  • assembling or materially altering a Product;

  • damaging the Product;

  • marking or writing on the Product;

  • returning incomplete kits;

  • removing substantial quantities from a multipack;

  • using tape, wrapping film or other consumable materials.

22. RETURN POSTAGE FOR CHANGE-OF-MIND RETURNS

Unless we agree otherwise, the customer is responsible for the direct cost of returning unwanted Products.

We recommend using a tracked service and retaining proof of postage.

The customer remains responsible for taking reasonable care of Products until they are received by us.

We will pay or reimburse reasonable return costs where:

  • the Product is faulty;

  • the Product is damaged on arrival;

  • the wrong Product was supplied;

  • the Product was materially misdescribed;

  • we have expressly agreed to cover the cost;

  • the law requires us to do so.

23. PRODUCTS EXCLUDED FROM CHANGE-OF-MIND RETURNS

A statutory change-of-mind right may not apply to:

  • Products made to the customer’s specifications;

  • personalised or custom-printed Products;

  • Products that have become inseparably mixed with other items;

  • sealed Products that are unsuitable for return for genuine health or hygiene reasons after being unsealed;

  • any other Product excluded from cancellation rights by law.

This exclusion does not apply merely because packaging has been opened where the Product can still legally and reasonably be returned.

These exclusions do not affect rights relating to Products that are faulty, damaged, misdescribed or not fit for purpose.

24. MOVING KITS, MULTIPACKS AND BUNDLES

Moving kits and bundles may be sold as a single Product at a combined price.

Where a bundle is returned for a change-of-mind refund:

  • all components should normally be returned;

  • used consumable components may not retain their full value;

  • missing components may result in a lawful deduction;

  • a partial return may be refused where the bundle was sold as a single commercial unit and cannot reasonably be divided.

Where an individual component is faulty, we may replace or refund the affected component where appropriate without requiring the return of unaffected components, depending on the circumstances and applicable law.

25. FAULTY, DAMAGED OR INCORRECT PRODUCTS

Products supplied to Consumers must be:

  • of satisfactory quality;

  • fit for their normal purpose;

  • fit for a particular purpose made known to us where applicable;

  • as described;

  • correctly supplied.

Customers should contact us promptly where a Product is:

  • faulty;

  • damaged;

  • incomplete;

  • incorrect;

  • not as described.

Please provide:

  • the order number;

  • a description of the problem;

  • photographs where reasonably possible;

  • details of any missing component;

  • confirmation of when the issue was discovered.

We may ask for the Product to be returned or made available for inspection.

26. SHORT-TERM RIGHT TO REJECT FAULTY PRODUCTS

A Consumer may have a short-term right to reject faulty Products within 30 days, subject to the Consumer Rights Act 2015.

Where the right applies, the customer may be entitled to a full refund.

The 30-day period normally begins when:

  • ownership has transferred;

  • the Product has been delivered; and

  • any required installation has been completed.

The short-term right does not apply where:

  • the customer knew about the particular fault before purchase;

  • the Product was damaged by the customer;

  • the issue was caused by misuse, neglect or improper storage;

  • the issue is ordinary wear and tear;

  • the customer simply changed their mind outside the cancellation period.

27. REPAIR OR REPLACEMENT

Where the short-term right to reject does not apply or is not exercised, the customer may be entitled to a repair or replacement.

We may offer the remedy that is reasonable and proportionate, taking account of:

  • the nature of the Product;

  • the nature of the fault;

  • the cost of each remedy;

  • the inconvenience to the customer;

  • whether the chosen remedy is possible.

Repair or replacement will be provided without charge where legally required.

Where repair or replacement is impossible, unsuccessful, not completed within a reasonable time or causes significant inconvenience, the customer may be entitled to:

  • a price reduction; or

  • the final right to reject the Product.

Any deduction for use will only be made where legally permitted.

28. PRODUCTS DAMAGED BY THE CUSTOMER

We are not responsible for Product damage caused by:

  • misuse;

  • overloading;

  • incorrect assembly;

  • failure to follow instructions;

  • exposure to unsuitable conditions;

  • accidental damage after delivery;

  • modification;

  • attempted repair by the customer or another person;

  • fair wear and tear;

  • use for a purpose for which the Product was not designed.

This does not affect rights where an underlying fault or inadequate instruction contributed to the damage.

29. DELIVERY DAMAGE

Customers should inspect delivered Products as soon as reasonably possible.

Where packaging or Products appear damaged, customers should:

  • photograph the packaging before disposal;

  • photograph the affected Product;

  • retain the Product and packaging;

  • contact us promptly;

  • provide the order number.

A customer’s rights are not automatically lost because delivery was signed for.

We may arrange:

  • collection;

  • replacement;

  • repair;

  • refund;

  • another appropriate remedy.

30. MISSING PRODUCTS OR PARTIAL DELIVERY

If part of an order is missing, customers should contact us promptly.

We will check:

  • dispatch records;

  • parcel counts;

  • tracking information;

  • carrier information;

  • whether the order was sent in separate consignments.

Where a Product has not been supplied, we may:

  • dispatch the missing Product;

  • offer an agreed alternative;

  • refund the missing Product;

  • refund the order where the missing item means the remainder has no reasonable purpose as a commercial unit.

31. FAILED OR REFUSED DELIVERIES

Customers are responsible for providing a complete and accurate delivery address.

Where delivery fails because:

  • the address was incorrect;

  • nobody was available;

  • access was refused;

  • delivery instructions were inaccurate;

  • the customer failed to collect the parcel from the carrier,

we may arrange redelivery or treat the order as returned.

Reasonable additional delivery or return-to-sender costs may be charged where legally permitted.

Where the customer validly exercises a statutory cancellation right, any refund will still be provided in accordance with applicable law.

A refused delivery does not necessarily complete the customer’s cancellation request. Customers should also contact us clearly stating that they wish to cancel.

32. REFUND OF DELIVERY COSTS

Where a Consumer validly cancels a complete online Product order during the statutory cancellation period, we will refund the cost of our least expensive standard delivery method.

If the customer selected:

  • express delivery;

  • timed delivery;

  • next-day delivery;

  • another premium delivery option,

we do not have to refund the difference between that method and the standard delivery cost.

Where only part of an order is returned, the original delivery charge may not be refundable if the same delivery cost would have applied to the Products retained.

Where Products are faulty, incorrect or misdescribed, reasonable delivery and return costs will be handled in accordance with the customer’s legal rights.

33. REFUND TIMESCALES FOR ONLINE RETURNS

For a valid change-of-mind return, we will normally issue the refund without undue delay and no later than 14 days after:

  • receiving the returned Products; or

  • receiving satisfactory evidence that the Products have been sent back,

whichever occurs first.

Where we have agreed to collect the Products, the refund will normally be made within 14 days after we are informed of the cancellation, subject to applicable law.

For other approved refunds, we aim to process the refund promptly and within any legally required period.

The customer’s bank or payment provider may take additional time to display the refund after it has been issued.

34. METHOD OF REFUND

Refunds will normally be made using the same payment method used for the original transaction.

We may use another method where:

  • the customer expressly agrees;

  • the original payment method is no longer available;

  • a technical restriction makes the original method impossible;

  • fraud-prevention or legal requirements justify another method.

We will not charge a customer a fee for receiving a refund that is legally due.

Cash refunds will not normally be provided for an order paid by card, digital wallet or another electronic payment method.

35. GIFT CARDS, CREDIT AND PROMOTIONAL PAYMENTS

Where an order was paid wholly or partly using store credit, gift credit or a promotional balance, the relevant refund may be returned using the same form of credit where legally permitted.

Statutory rights are not reduced because a Product was:

  • discounted;

  • purchased during a promotion;

  • purchased using a promotional code;

  • sold as part of a sale.

36. PROOF OF PURCHASE

We may request reasonable proof that the Product or Service was purchased from us.

Acceptable evidence may include:

  • an order confirmation;

  • booking confirmation;

  • invoice;

  • receipt;

  • bank or card statement;

  • payment reference;

  • email correspondence;

  • other evidence that reasonably identifies the transaction.

Not having the original paper receipt does not automatically prevent a valid claim where other proof is available.

37. BUSINESS CUSTOMERS

The statutory change-of-mind cancellation rights described in this Policy apply to Consumers and do not generally apply to purchases made wholly or mainly for business purposes.

Business Customers may return unwanted Products only where:

  • we have agreed to the return in writing;

  • the Products are unused and resalable;

  • the return is made within the agreed period;

  • the Business Customer pays the return cost;

  • any agreed handling or restocking arrangement is reasonable and lawful.

This does not remove a Business Customer’s contractual rights where Products are faulty or Services are not provided as agreed.

Commercial removal cancellations will be handled under:

  • the quotation;

  • booking confirmation;

  • these Terms;

  • any written commercial agreement.

38. SUSPECTED FRAUD OR ABUSE

We may investigate a refund request where we reasonably suspect:

  • fraudulent activity;

  • a false damage claim;

  • manipulated photographs;

  • an item was not purchased from us;

  • a Product has been substituted;

  • misuse of the returns process;

  • an unauthorised payment dispute;

  • duplicate reimbursement.

We may request further evidence before processing a refund.

This provision will not be used to delay or refuse a legitimate statutory remedy.

39. CHARGEBACKS AND PAYMENT DISPUTES

Customers should contact us first where possible so that we have an opportunity to investigate and resolve the issue.

Starting a chargeback does not automatically determine whether a refund is legally due.

Where a chargeback has been raised:

  • we may provide the payment provider with relevant booking, delivery and communication records;

  • we will not knowingly process a duplicate refund;

  • any additional refund will take account of money already returned through the payment provider.

Nothing in this section prevents a customer from exercising a lawful right through their bank, card provider or other payment service.

40. HOW TO MAKE A REFUND OR RETURN REQUEST

Contact:

Pinpoint Removals
Email: info@pinpointremovals.co.uk
Telephone: 07989 687858
Postal address: [CUSTOMER SERVICE POSTAL ADDRESS]

Please provide:

  • full name;

  • order or booking reference;

  • contact details;

  • the Product or Service affected;

  • a clear description of the issue;

  • photographs or supporting evidence where relevant;

  • the remedy requested.

We will acknowledge and review the request within a reasonable time.

Complex damage, insurance or storage claims may take longer to investigate than a standard online-shop return.

41. COMPLAINTS

If a customer is dissatisfied with how a refund or return has been handled, they may submit a formal complaint to:

Email: info@pinpointremovals.co.uk
Subject line: Formal Complaint – [BOOKING OR ORDER NUMBER]

The complaint should explain:

  • what happened;

  • what contact has already taken place;

  • why the proposed resolution is considered unsatisfactory;

  • what outcome is being requested.

We will investigate complaints fairly and provide a response within a reasonable period.

This complaints process does not prevent a customer from seeking independent advice or using another legal remedy.

42. CHANGES TO THIS POLICY

We may update this Policy from time to time to reflect:

  • changes in law;

  • changes to our Services;

  • changes to delivery or returns arrangements;

  • changes to our business operations.

The version applying to a transaction will normally be the version in force when the relevant booking or order was accepted.

We will not use a later change to remove rights that had already arisen under an existing Contract.

43. STATUTORY RIGHTS

Nothing in this Policy excludes or restricts rights available under applicable law, including rights relating to:

  • Services performed without reasonable care and skill;

  • faulty Products;

  • Products that are not as described;

  • Products that are not fit for purpose;

  • statutory cancellation rights;

  • remedies that cannot legally be limited.

Where this Policy gives a customer greater rights than the minimum required by law, the additional rights apply according to the wording of this Policy.

MODEL CANCELLATION FORM

Complete and return this form only if you wish to cancel a Contract and a cancellation right applies.

To:
[FULL LEGAL COMPANY NAME]
[POSTAL ADDRESS]
Email: info@pinpointremovals.co.uk

I hereby give notice that I cancel my Contract for the following:

Service or Products:

Booking or order reference:

Ordered or booked on:

Products received on, where applicable:

Customer name:

Customer address:

Customer signature, if sent on paper:

Date: