These General Conditions of Use (hereinafter: the "GCU") describe the terms and conditions under which PayPal makes available to its users the PayPal Return Shipping on Us service (hereinafter: the “PayPal Return Shipping on Us service”, “Return Shipping on Us”, or the "Service"). The PayPal Return Shipping on Us service is exclusively reserved, at no additional cost, to PayPal account holders who have activated the Service by entering their e-mail address on https://www.paypal.com/uk/webapps/mpp/refunded-returns (hereinafter: "You" in these GCU). By entering your e-mail, You expressly acknowledge and accept to be bound by these GCU terms. The GCU is a contract between You and PayPal and applies to your use of the Service.

PayPal Return Shipping on Us service is provided by CallPoint New Europe AD (trading as Telus International Europe, hereinafter the “Service Provider”) on behalf of PayPal Pte. Ltd. You agree that in order to operate the Service, PayPal may disclose your e-mail address and other information necessary to enable reimbursement of the shipping costs of the returned item to the Service Provider. CallPoint New Europe AD is a company registered in Bulgaria under no. 9829/2004, VAT BG175138361, with head office at 115K Tsarigradsko Chaussee Blvd., Sofía 1784, Bulgaria.

These GCU describe the PayPal Return Shipping on Us service in effect from 1 January 2017 to 31 December 2017. These GCU replace any previous version You may have been sent or have in your possession.

By registering for the Service, you must read, agree with and accept all of the terms and conditions contained in the GCU. GCU is provided to you and concluded in English. You agree that any use by you of the Service shall constitute your acceptance of the GCU and we recommend that you store or print-off a copy of the GCU (including all other policies) for your records. Protecting your privacy is very important to PayPal. Please review our Privacy Policy in order to better understand our commitment to maintaining your privacy, as well as our use and disclosure of your personal information.

When can I use PayPal Return Shipping on Us?

You may return items using the PayPal Return Shipping on Us service if the following conditions are met: First, to be eligible, You must pay for your online purchase using your PayPal account;You must hold a PayPal account that is not suspended or limited;The Service in only available to holders of a UK PayPal account whose access has not been suspended or limited;You must activate the Service on https://www.paypal.com/uk/webapps/mpp/refunded-returns web page;You must initiate your return within the return period and in accordance with the return conditions authorised by the seller (a person or an entity selling goods via a marketplace, eg. eBay seller, hereinafter the “seller”) or by the merchant (other persons or entities selling goods outside marketplaces, eg. e-shops, hereinafter the “merchant”);The items you wish to return must have been paid for in their entirety using your PayPal account, You must submit a refund request of the shipping costs (hereinafter: the "Refund request”) related to that return within 30 calendar days of mailing the returned item; andYou must mail your items back to the seller or merchant by Royal Mail, courier, or any other regular shipping options or services.

Under what conditions can I not use the PayPal Return Shipping on Us service?

The PayPal Return Shipping on Us service does not apply to: Purchases made in violation of the PayPal Acceptable Use Policy or PayPal User Agreement for PayPal Service. Immaterial or intangible goods and coupons purchases (e.g. Groupon), licenses for digital content and services. Items for which the return by Royal Mail, courier or any other regular shipping options or services is already paid for by the seller or merchant. Cash, traveller's cheques, tickets, credit or debit cards, or any other negotiable instrument. Items that cannot be returned in accordance with the seller or merchant's general conditions of sale (e.g. the seller or merchant's authorised deadline for returns has passed). Costs associated with loss, theft, or damage to the item when it is returned. Items which are paid for wholly or partially in cash or any payment method other than PayPal (only the return costs for items paid for entirely with PayPal may be refunded under the PayPal Return Shipping on Us service). The PayPal Return Shipping on Us service does not apply if You are able to benefit from or, moreover, have already benefited from another type of cost shipping refund returns service or guarantee with any other third party. Purchases made more than 150 calendar days prior to submission of the refund request

Can I use the PayPal Return Shipping on Us service if the seller or merchant already offers a similar service?

No. The Return Shipping on Us service applies when a free or refunded return service by Royal Mail, courier or any other regular shipping options or services is not offered by the seller or merchant from whom You made your purchase. If the seller or merchant from whom You made your purchase offers a free or refund return service by Royal Mail, courier or any other regular shipping options or services, You must use that service.

Is there a cap on the refunds offered by the PayPal Return Shipping on Us service?

Yes. There is a cap of GBP15 (£15) per Refund request.

If You return several copies of the same item at once, that will be considered as a single return which will be subject to the refund cap of £15.

How many refunds can I get under the PayPal Return Shipping on Us service?

You can get up to 12 refunds per person between 1 January 2017 and 31 December 2017 under the PayPal Return Shipping on Us service. Three refunds are allowed per PayPal transaction ID.

Whom should I contact if I have a question about the PayPal Return Shipping on Us service?

For any questions about the PayPal Return Shipping on Us service, You can send an e-mail to: cspaypalreturns_uk@telusinternational.com.

Does the PayPal Return Shipping on Us service cost me anything?

No. You pay no fees or deductible to use this Service. However, you must meet the eligibility requirements listed above to use the Service.

How do I make a Refund request under the PayPal Return Shipping on Us service?

Log into your PayPal account, select the purchase you returned and click on “Request return shipping refund”. Submit the return shipping request form, along with proof of your return within 30 days.

What information do I have to provide with my Refund request?

Please review the refund request form carefully and complete all fields when You submit a refund request. In addition to the completed refund request form, which You will find in your PayPal Account Activity You will need to provide evidence of the return shipping costs You have incurred, as follows:Details of Your return including date shipped, cost to ship, reason for return and items returned.Proof of Your return including the following documents:If You paid the return shipping costs to the post office or a courier service, You must provide:The receipt from the post office or courier service; andProof that the purchased item was returned to the seller. If this information is not included on the original return shipping receipt, please provide a photo of the return package with the seller’s address visible.If the return shipping costs were deducted from the purchase refund of Your item, You must provide:Proof showing the initial price of the item returned; andA Proof showing the amount of the refund (e.g. the email message that acknowledges receipt of the return, or the PayPal email confirming the refund of Your item).Copies or a scanned version of the original documents are acceptable only if the required information is clearly legible. Pictures are acceptable. In all cases, please be sure to keep the original documents, since You may be asked to provide them during the process of verification of Your refund request if the copies provided are not legible. Where requested, additional documents must be provided within 14 days of the request. 

If the event of misappropriation or fraudulent use of the PayPal Refunded Returns service, PayPal reserves the right to restrict the Service.

How will I be refunded?

If your Refund request is accepted, You will receive the corresponding funds directly in your PayPal account.

How will I know if my Refund request is accepted?

You will be kept informed at every stage of the processing of your request by e-mail: Confirmation of receipt of your Refund request: the same day (or the first business day after your Refund request if it was received after 5 PM GMT or on a non-business day)Notice of approval or rejection of your Refund request: 5 business days from the receipt of your complete fileRefund: 5 business days from notice of approval of your Refund request

What happens if I return an item purchased before the launch of the PayPal Refunded Returns service (1 January 2017)?

Unfortunately, the Service is not retroactive.

You may only make a Refund request for items that You purchased and returned between 1 January 2017 and 31 December 2017.

Additional provisions concerning operation of the PayPal Return Shipping on Us service

By using the PayPal Return Shipping on Us service, You acknowledge the following: that all Refund requests form must be complete, honest and accurate; andthat they have familiarised themselves with these GCU and accept their contents unconditionally.
The PayPal Return Shipping on Us service cannot be combined with another service or coverage for the same purpose (i.e. for "refund of return costs") for which You are eligible for, or from which You have already benefited as part of Your initial purchase.

You must notify us if you believe there has been or will be an error, unauthorised transaction, misappropriated or unauthorised use of the Service. Any Refund request that does not comply, for whatever reason, with the conditions and procedures described in these CGU will be automatically rejected and You will not be eligible for any refund.

Likewise, any Refund request knowingly initiated or based on erroneous or false information/documents will be rejected and You will be excluded from the PayPal Return Shipping on Us service, and all benefits associated with the Service will be annulled and void. We will notify you by e-mail if we suspend or lift the suspension of your eligibility for PayPal Return Shipping on Us service.

PayPal and/or its Service Provider will communicate with you by e-mail. As a result, You should regularly check Your mailbox so as to be aware of any messages sent by PayPal and/or any of its service providers.

PayPal (and its Service Providers) shall make every effort to ensure that the PayPal Return Shipping on Us service is fully accessible and high quality at all times. PayPal (and its Service Provider) shall not be held liable for any delays or failures if any such delays or failures happen as a consequence of a circumstance which was beyond PayPal’s (or any of its service providers’) control, which it could not reasonably have been expected to have anticipated, and the consequences of which could neither have been reasonably avoided, nor overcome. Such circumstances may include, but are not limited to:total or partial interruption of the PayPal Return Shipping on Us service, or problems accessing the PayPal Return Shipping on Us service, specifically due to causes beyond its control, such as total or partial failure to fulfill the obligations for which You are responsible, a defect and/or saturation of the telecommunications networks, or action by a third party; infection by a virus, of the PayPal Return Shipping on Us service or your equipment, or other type of malicious attack by a third party despite reasonable security measures taken by You and by PayPal;improper use by You of the PayPal Return Shipping on Us service;provision by You of erroneous information or data;cases of force majeure or action by a third party.
PayPal shall only be liable to you for loss or damage caused directly and reasonably foreseeable by our breach of the GCU. In no event shall we, the other companies in our corporate group, persons who act on our behalf, and/or the persons we enter into contracts with be liable for any of the following types of loss or damage arising under or in relation to the CGU (whether in contract, tort (including, without limitation, negligence) or otherwise: any loss of profits, goodwill, business, contracts, revenue or anticipated savings even if we are advised of the possibility of such damages, loss of profits, goodwill, business, contracts, revenue or anticipated savings; or any loss or corruption of data; or any loss or damage whatsoever which does not stem directly from our breach of the GCU; or any loss or damage whatsoever which is in excess of that which was caused as a direct result of our breach of the GCU (whether or not you are able to prove such loss or damage). We may at any time amend, delete or add to the GCU (a “Change”) by posting a revised version of the GCU on the PayPal website(s). A Change will be made unilaterally by us and you will be deemed to have accepted the Change if you do not object within 1 month. The 1 month notice period will not apply where a Change is required by law or relates to the addition of a new service, extra functionality to the existing Service or any other change which we believe in our reasonable opinion to neither reduce your rights nor increase your responsibilities. In such instances, the Change will be made without prior notice to you and shall be effective immediately. If you do not accept any Change, you must not use the PayPal Return Shipping on Us service.

The PayPal Return Shipping on Us service is offered from 1 January 2017 until 31 December 2017. PayPal may decide, at any time and for any reason whatsoever, to change, suspend, or terminate the PayPal Return Shipping on Us service (or any part or content of the PayPal Return Shipping on Us service) without being liable to You or to any third party for doing so. To the extent possible, You will be so informed by e-mail at least thirty (30) days in advance.

The language to be used for the PayPal Return Shipping on Us service shall be English.

The PayPal Return Shipping on Us service shall be governed by the laws of England. Any dispute arising from implementation of the PayPal Return Shipping on Us service shall be under the exclusive competence of the English courts.

If You have any general questions concerning the PayPal Return Shipping on Us service, please send an email to: cspaypalreturns_uk@telusinternational.com.

The PayPal Return Shipping on Us service is a service made available by PayPal Pte Ltd, a company registered under no. 200509725E, with head offices at 5 Temasek Boulevard #09-01, Suntec Tower Five, 03898 Singapore. The Service Provider is CallPoint New Europe AD (trading as Telus International Europe), acting on behalf of PayPal Pte Ltd.