Our Terms - Damages


8) Damaged or non-returned items


Most Items are returned without complication. However, we can't offer any guaranty that your Item will be returned in the same condition as it was before you lost it. Where possible and applicable, we will attempt to obtain any compensation from the postal service or courier. In most case, the postal service or courier will request proof of the products value and ownership. Our recovery fee is not included in any compensation. Because your Item may have been handled by several people before the Finder comes across it, it is impossible to establish who is responsible for any damages to it, therefore we cannot offer any guaranty that your Item will be returned in the same condition as it was before it was lost.


8.1 - Compensation for non-returned Items

We define non-returned items as those that are in the process of recovery and we have evidence that they were sent from the Finder or from us. An item is not classed as non-returned if the Finder does not send it.

We will only pay you compensation for a non-returned item if:-

  1. The recovery method was either 'relay recovery', 'direct recovery' or a specialist courier was selected for the recovery. For the puposes of clarity, the 'relay recovery' method involves us sending the Finder a pre-paid postage packet so the Item can be sent to us and the 'direct recovery' method involves us sending the Finder a pre-paid postage packet addressed directly to the Owner.
  2. The recovery fee was paid in full.
  3. Where it has been requested by the postal service or courier, you provide us with proof of the products ownership and value through a receipt, invoice or other means of identifying that the product belongs to you. We understand that it isn't always possible to have this information and we will endeavour to obtain the maximum amount of compensation we can for you with any information you can provide.
  4. It has been more than 28 days since a courier or the postal service took hold of the packet containing your Item from the Finder or from us and you have notified us that you have not recieved the packet in that time.
  5. We have recieved confirmation from the postal service or courier that the packet containing your Item was undelivered.
  6. We have recieved the compensation from the postal service or the courier so that we can pass this on to you.

Where compensation is successful, we will pass the full amount on to you, the Account Holder, by crediting the card used to make the recovery fee payment, within 14 days of Us having received it. In most cases, the compensation amount will not include the recovery fee which is non-refunable as the Service is deemed to have been delivered even if the Item isn't fully recovered.

8.2 - Compensation for items damaged during recovery

A lost item that is recovered may have been handled by several people before the Finder comes across it. As a result, if it is damaged in any way, it is impossible to know who or what was responsible for the damage so we cannot offer any guaranty that your item will be returned in the same condition as it was before it was lost.

Where the recovery process uses the 'relay recovery' method, 'direct recovery' method or a specialist courier as outlined in section 8.1.a above, and it is clearly evident that the item was damaged as a result of poor handling by the postal service or courier, we will attempt to compensate you if the postal service or courier agree to accept liability for the damages. The maximum amount of compensation payable will be set in the option selected by you when the recovery method was chosen and in most cases up to the proven value of the Item. The postal service or courier may require evidence of ownership and we cannot pass on any compensation to you until we receive it.

8.3 - Limitations by the postal service or courier

Where the postal service or courier has imposed limitations on their service (through compulsory action, strikes, or by any other means), we will do our best to ensure any Item that is under recovery is returned to its destination with minimal disruption. However, in some cases, this may add to the delivery time that is out of our control. We cannot provide any compensation for delays in such circumstances.