International Goods Returns Service

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1 International Goods Returns Service Customer User Guide and Rate card v th August 2012

2 Service Overview An international reply-paid goods returns service available across 28 countries It offers end consumers a free and easy returns service, removing one of the biggest barriers to e-commerce. It s free for your customers as you pay for the return of the item and it s easy to use as access is via the post box or post office The service uses a simple return label for all countries making set up quick and easy You can expect items to be with you within 7 to 10 working days from posting There is flexibility for the item to be returned to either your own or a 3 rd party s premises

3 Austria Belgium Czech Republic Denmark Estonia Finland ICELAND France Germany Greece Hungary Iceland* Ireland (No ink cartridges) Italy (No ink cartridges) Latvia Lithuania Luxembourg Malta Netherlands New Zealand* Norway* Poland Portugal Romania Slovakia Slovenia Spain Sweden Switzerland* * Require Customs Declaration REP. OF IRELAND PORTUGAL SPAIN MOROCCO Service Availability UNITED KINGDOM ANDORRA FRANCE NETHERLANDS BELGIUM LUX. ALGERIA NORWAY DENMARK GERMANY SWITZ. ITALY TUNISIA AUSTRIA LIBYA SWEDEN POLAND CZECH REPUBLIC SLOVAKIA HUNGARY SLOVENIA CROATIA BOSNIA GREECE FINLAND ESTONIA LATVIA LITHUANIA MACEDONIA ALBANIA BELARUS UKRAINE MOLDOVA ROMANIA SERBIA MONTENEGRO BULGARIA EGYPT TURKEY SYRIA CYPRUS LEBANON ISRAEL JORDAN RUSSIAN FEDERATION GEORGIA AZERBAIJAN ARMENIA IRAQ KAZAKHSTAN UZBEKISTAN TURKMENISTAN AFGHANISTAN IRAN

4 Pricing as of 2 nd April 2012: You will be charged for each item returned to UK on the following basis: These prices exclude VAT which will be applied at the applicable rate In addition you must hold an International Response Services licence This costs 140 per annum + VAT

5 Size and Weight Restrictions Minimum Size Flat: Surface area not less than 90mm x 140mm* Rolled: Length + (2 x Diameter) > 170mm, Diameter must be > 100mm. Maximum Size Flat: Length, width or height <600, length + width + height <900 Rolled: Length + (2 x diameter) <1040mm with greatest dimension <900 Maximum Weight 2kg.

6 Item Restrictions All items must adhere to the terms and conditions pertaining to Prohibited and Restricted Goods that can be found on Royal Mail s website and those listed on the country specific pages. In addition: Italy and Ireland will not accept ink cartridges returned via this service

7 Item Label Design A design template is available in word format. For a copy please call:

8 Label Design Requirements 1. Put the Prioritaire indicator in the top left hand corner, and below it the letters IBRS/CCRI, followed by the licence number Underneath this insert AA followed by your unique reference number as issued to you by us 2. The no stamp required box must appear 5mm from the top and right hand edges, either 40mm x 30mm or a proportional reduction of this. The box must contain the design shown and the French words NE PAS AFFRANCHIR ideally in capitals. The English (or any native tongue) words are optional. 3. The two bold horizontal lines must be at least 3mm wide, 80mm in length, and 15mm from the right hand edge. Leave 14mm of space between their inside edges. 4. The words Reponse Payee / Reply Paid and THE NETHERLANDS must be shown on two lines between the horizontal lines. The words would ideally be in capital letters but must be at least 4mm high. 5. Advertising can only appear on the left hand side of the label and a barcode, of any sort, must appear outside of the label template.

9 CN22 (Required for non-eu countries) For all packages being returned from countries outside the EU a customs form must be completed and affixed to the outside of the item Returned Goods (Description *) No Commercial Value x The CN 22 customs declaration shall be affixed on the address side, in so far as possible in the top left-hand corner, beneath the sender's name and address, which must appear on the item. * Customer will add description within the brackets eg. if the customer was returning a T-Shirt, the declaration would read: Returned Goods (T-Shirt) No Commercial Value Customer would tick other. Details of the weight must be included on the CN22. CN22 must be signed by returning customer.

10 Other terms and conditions The user guide is in addition to our Response services terms and conditions and if paying on account in addition to our credit terms. Compensation is not payable for items that are damaged or lost

11 Royal Mail is a trading name of Royal Mail Group Ltd. Registered number Registered in England and Wales. Registered office: 100 Victoria Embankment, London, EC4Y 0HQ

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