Claims & Refunds Policy
Last updated: 22 July 2026
1. Filing a Claim
If your shipment arrives damaged, is lost in transit, or is significantly delayed beyond the estimated delivery window, you can file a claim from your dashboard (Shipments → select shipment → “Report an issue”) within 7 days of the delivery date (or, for a lost shipment, within 7 days of the original estimated delivery date). Include a description of the issue and, where applicable, photos of the damaged item and packaging.
2. Claim Types & What We Need From You
- Damage: photos of the item and outer packaging, taken before any repair or disposal.
- Loss: confirmation the item was never delivered and, where available, the original waybill/receipt.
- Delay: the original estimated delivery window versus actual delivery time.
3. How Claims Are Assessed
Our claims team reviews tracking history, proof-of-delivery records, and any evidence you provide. We aim to respond to every claim within 5 business days. Compensation, where approved, is limited to the lower of the item's declared value or the insured amount (if goods-in-transit insurance was purchased at booking) — see our Terms & Conditions. Uninsured shipments may still be eligible for a limited standard compensation amount, disclosed at booking.
4. Cancellations & Refunds
- Before pickup is assigned: full refund to your original payment method or wallet.
- After pickup is assigned but before pickup occurs: refund minus a small cancellation fee to cover driver dispatch costs.
- After pickup has occurred: cancellation is not guaranteed; contact support to discuss options, which may include redirecting the shipment or return-to-sender (additional charges may apply).
Approved refunds are processed to your original payment method or PS Green wallet within 5–10 business days.
5. What's Not Covered
- Prohibited or undeclared restricted items (see our Prohibited & Restricted Items Policy)
- Damage caused by inadequate packaging when packaging was the sender's responsibility
- Delays caused by circumstances outside our reasonable control (e.g. severe weather, security incidents, force majeure)
- Items with inaccurately declared value or contents
6. Contact
Questions about an existing claim or refund can be sent to psgreenlimited100@gmail.com or +234 704 029 6888.