3 questions
 for the keyword « How does the refund work? »
Do I need proof that my return is sent if I want the money from my purchase back?
The original sender of your parcel determines whether you must be able to present a proof of shipment to get the money from your purchase back. The barcode on the label is scanned in the Post Office or Post Point to send the parcel. The original sender sees when the parcel is scanned in our Track & Trace tool. You can always take a screenshot of the Track & Trace tool or the My bpost app and e-mail it as proof. If you purchase a shipping label in a Post Office or Post Point, then you can request a Shipping Receipt and mail a copy to the original sender. You can request a confirmation of receipt via text message or e-mail either online or in your Post Office or Post Point with the 'Confirmation of Receipt' option. As soon as your return shipment is delivered or picked up at a Pick-up Point, you will receive an e-mail or text message. If none of this is sufficient for the sender as proof, please contact our customer service.
My parcel is damaged. Will I receive a new one? Am I entitled to a refund or compensation? Who must pay the return expenses?
If you notice that the contents of your parcel are damaged, then contact the original sender within 7 days of receipt. Provide the sender with photos of the damaged packaging and contents so that he/she can come up with a solution. Your can only submit a complaint to our Customer Care Centre as the original sender. It is best to do that via the online form at the bottom of this page.
Will I get the money from my purchase back?
The original sender of your parcel is responsible for any refunds. The original sender determines: Whether he/she refunds your purchase What you must do to receive a refund Whether he/she makes a partial or full refund When you can expect the amount on your account. Contact him/her to learn the details.