These Terms & Conditions (“Terms”) govern the provision of logistics and fulfilment services by HI-EXPRESS (“We”, “Us”, “Hi-Express”) to the customer (“Customer”).
By using our services, placing orders or submitting the membership application, you accept these Terms.
In these Terms:
We provide professional order fulfilment services from our Greater Manchester facility.
Services include storage, pick & pack, packaging, dispatch, returns handling, live reporting and integrations with ecommerce platforms (e.g., Shopify, Amazon, eBay).
UK parcel pricing (standard service, up to 30kg) is £6.49 per parcel (excluding VAT). International, Highlands & Islands, and Republic of Ireland rates are available on request and quoted separately.
Membership is selective. The annual membership fee is £108 + VAT, payable prior to onboarding.
Membership benefits include priority handling, live dashboard access, reserved handling windows and priority support.
Membership does not guarantee infinite capacity; service levels remain subject to operational constraints and Hi-Express policies.
We aim to dispatch UK parcels within 24 hours of receiving the order. Current dispatch cut-off is 2 pm (with an ambition to extend to 7 pm by September 2026).
All shipments are fully tracked. Live order and fulfilment data is available via our Platform.
Performance metrics (published for transparency) include typical accuracy and success rates; these are operational targets and not guarantees. Current typical metrics: 99.8% accuracy, 97.3% dispatch success and 92.2% delivery success.
Service charges (including parcel price, storage fees where applicable, returns fees and any ancillary services) are payable in accordance with our invoice terms. VAT is charged where applicable.
Payment methods accepted will be noted on the invoice. Failure to pay on time may result in suspension of Services.
Risk Transfer: Risk of loss or damage to goods generally passes in accordance with the applicable carrier terms once a parcel leaves the Hi-Express facility, unless otherwise agreed in writing.
Insurance: Customers are responsible for arranging appropriate insurance cover for stored goods and in transit unless otherwise agreed. Hi-Express may offer insurance options on request.
Hi-Express shall not be liable for indirect, consequential, loss of profit, or loss of business, except to the extent required by applicable law.
Customers must not deliver prohibited or hazardous goods to Hi-Express. A non-exhaustive list of prohibited items includes illegal goods, perishable hazardous materials, and goods requiring special licences.
Hi-Express reserves the right to refuse, quarantine or dispose of prohibited or abandoned goods in accordance with law and at the Customer’s cost. Disposal procedures and notice periods will be documented in the Customer agreement.
Returned parcels are inspected, photographed and processed within 48 hours of receipt (subject to normal operational hours).
A standard return processing fee of £3.49 per parcel (excluding VAT) applies.
Condition reports and photos are available via the Platform as part of our returns service.
Each party shall keep confidential any non-public information received under these Terms.
Customer data and personal data are processed in accordance with our Privacy Policy. Data transmitted through the Platform is subject to our data handling and security practices.
Hi-Express retains all intellectual property rights in the Platform, documentation and any materials provided, except for Customer-owned data and IP provided to Hi-Express.
Customers grant Hi-Express a licence to use Customer data to provide the Services.
Either party may terminate the agreement on written notice where there is a material breach which is not remedied.
Hi-Express may suspend Services immediately if the Customer fails to pay, stores prohibited goods, or otherwise risks operational safety.
On termination, outstanding invoices become due, and the Customer must arrange collection or pay disposal fees for remaining stock.
Neither party shall be liable for failure to perform obligations caused by events beyond reasonable control, including strikes, pandemics, natural disasters, regulatory changes, or carrier failures.
Notices under these Terms must be sent to the contact details specified in the Customer onboarding documentation or on our website.
These Terms are governed by the laws of England and Wales (unless otherwise negotiated).
Disputes will first be referred to senior representatives for good-faith negotiation, and if unresolved, may proceed to mediation or the courts of England and Wales.
Hi-Express may amend these Terms from time to time; changes will be posted on the website with the effective date. Material changes affecting service delivery will be notified in writing.
We work with national retailers and carrier partners to deliver reach and reliability. Partner and carrier relationships include recognised retailers and postal carriers such as B&M, The Range, Asda, B&Q and the carrier network, including Royal Mail.
Use of certain carriers may be subject to their own terms and conditions.
For operational, membership or billing queries, contact: info@hi-express.co.uk.
For legal notices, please use the registered office address once added.
