1. The service
RufioExpress ([…], VAT […]) arranges parcel shipments in Europe using third-party carriers. By booking you accept these terms.
2. Prices and payment
The price is fixed per parcel and depends only on the origin and destination countries: each country belongs to a price band and the more expensive band of the two applies. The price is shown on the Prices page and in the summary before payment. Weight does not change the price. The shipment is arranged after payment.
3. Limits, photos and penalty
Each parcel may weigh up to 30 kg, no side may exceed 120 cm and its length, width and height together may not exceed 220 cm. Parcels declared beyond these limits cannot be booked.
The declared weight and size must be accurate. Before shipping, the customer uploads a photo of each sealed parcel from the order page: without this photo the shipment does not leave. The customer may add photos of the tape measure on each side and of the weight on the scales, which help in case of a dispute.
If the carrier finds that a parcel exceeds the maximum weight, the maximum longest side or the maximum sum of sides, even slightly, the parcel is still delivered and the customer owes a penalty equal to the price of that parcel (for example €30 for a €30 parcel). By accepting these terms and the authorisation requested at booking, the customer authorises RufioExpress to charge the penalty to the payment method used for the order, with an email notice stating the parcel and what the carrier measured. If the charge fails, the penalty remains due.
4. Contents and prohibited goods
The contents must be described fully and truthfully. You may not ship: dangerous, flammable or explosive goods, loose lithium batteries, weapons and ammunition, drugs, cash and securities, live animals, perishable goods, illegal or counterfeit goods, or anything prohibited by the carrier or by the law of the countries involved.
The customer is liable for damage and costs caused by a false declaration or by prohibited goods.
5. Packaging
Packaging is the customer's responsibility and must be suitable for transport. Damage caused by inadequate packaging is not compensated.
6. Insurance
Insurance is optional, costs €10 per shipment and covers the value of the contents up to €500 per shipment. No proof is required when booking.
In case of damage or loss, a refund is only due for the value proven with concrete evidence: invoice, receipt or proof of payment, and photographs of the contents, packaging and damage; the damaged parcel must be kept until the claim is closed. The refund never exceeds the proven value or €500 per shipment and is not due without proof of value. Prohibited goods, damage caused by inadequate packaging, pre-existing damage and delays are not covered. Without insurance the carrier's liability limits apply.
7. Delivery and liability
Delivery times are estimates and are not guaranteed. We are liable within the limits set by the conventions applicable to carriage and by the carrier's conditions.
8. Changes, cancellation and refunds
Within 30 minutes of payment you can correct the sender and recipient details from "My shipments", or cancel the booking by writing to us: in that case the amount paid is refunded.
Once 30 minutes have passed since payment, the shipment can no longer be changed or cancelled and the amount paid is no longer refundable, without prejudice to the rights that the law grants consumers in any event and to insurance refunds (section 6).
9. Claims
Damage or missing items must be reported in writing as soon as possible, and in any case within 7 days of delivery, with photographs of the parcel and its contents. If the damage is visible on delivery, the recipient accepts the parcel with a written reservation or refuses it.
10. Support
Support is available only by WhatsApp and email ([email protected]). There is no telephone service.
11. Governing law
Italian law applies, without prejudice to the mandatory consumer rights of your country of residence.
Last updated: 2026-10-22