Terms version 1.0
ImportBack terms of service
These terms cover the BOR286 claim preparation and print-and-post service. Read them before paying.
Who provides the service
ImportBack is an independent commercial service. We are not HMRC, Border Force, Royal Mail or Parcelforce, and we do not act as their agent.
The service is supplied by SANTIAGO DESIGN LTD, company number 13010534, registered in England and Wales, with registered office at 124 City Road, London, England, EC1V 2NX.
What ImportBack does
We help eligible UK consumers prepare a BOR286 claim concerning returned goods delivered by Royal Mail or Parcelforce. You upload evidence, check and correct the proposed form information, approve the exact preview and provide a signature. We prepare a private claim pack and arrange print-and-post fulfilment.
You remain responsible for checking that every answer, amount, document and declaration is complete and correct. ImportBack does not provide legal or tax advice and cannot guarantee acceptance, processing time or repayment by Border Force.
Price and repayment
The ImportBack fee is shown before Checkout. It is currently £10 plus 15% of the estimated customs repayment above £10, capped at £69.99. Stripe collects this separate service fee.
Border Force decides whether anything is repayable and pays any approved repayment directly to the bank account on your BOR286. ImportBack does not receive, hold or deduct money from that repayment.
Your evidence and instructions
Upload only documents relevant to your claim. Do not upload bank statements, payment-card details or unrelated signatures. You must have the right to provide the documents and information you submit.
If information changes after signing, the existing signature and pack may be invalidated and you may need to review and sign again.
Cancellation, refunds and support
Your cancellation rights and the effect of asking us to begin work during the cancellation period are explained on the cancellations and refunds page. Nothing in these terms removes rights you have under consumer law.
Contact details and the complaints route are on the contact page.