Getting a Royal Mail refund for damaged or incorrectly printed mail

You can apply to Royal Mail for a refund if your mail is damaged or has been printed incorrectly.
Products affected: DM60™ (K722), DM110i™, DM160i™, DM220i™ (PR20), DM300M™, DM400M™, DM475™ (G922, RG9224M, SG922, RG9224), SendPro® C, SendPro®+, SendPro® C Auto (2H20, R2H20, R2H20M, R1H20C, 1H20C, R1H20CM, 7H20C, R7H20C, R7H20CM, 7H20A, R7H20A, R7H20AM), Connect+® 500W, Connect+® 1000, Connect+® 2000, Connect+® 3000, SendPro® P1000, SendPro® P1500, SendPro® P2000, SendPro® P3000

Once you print an impression, your device deducts the postage amount from the postage funds. This happens even if the printing is illegible. Therefore, it is important you select the correct value before printing postage.

For up-to-date refund guidelines, refer to the Royal Mail website.

To request a refund via Royal Mail:

  1. Don't post the items.
  2. Remove the contents and start again with a new envelope.
  3. Send any unused franked envelope (the whole envelope) to:
    Royal Mail Franking
    Stone Hill Road
    BL4 9XX
  • The affected mail must be at least £10 in total value.
  • All the impressions must be clear and readable and made within six months of the franked date.
  • You will receive a cheque refund for the value of the unused impressions minus a 15% administration fee.

UPDATED: 02 May 2024