What Happens When You Make a Claim

We know how disappointing it can be when an order doesn’t arrive as expected. Delivery Insurance is there to give you extra peace of mind, ensuring the value of your order is protected if your parcel is lost or intercepted in transit.

If we’ve already resent your order or refunded the value of your products, you may be wondering why the original Delivery Insurance and shipping fees aren’t included. Here’s how it works.

What does Delivery Insurance cover?

Delivery Insurance is an optional, one-time fee added at checkout. It protects the value of the products in your order if your parcel is lost or intercepted while in transit.

If an insured order doesn’t arrive and your claim is approved, we’ll make things right by either:

• Resending the eligible products in your order at no additional product cost, or
• Refunding the value of the eligible products in your order

Once we’ve completed one of these options, your Delivery Insurance has fulfilled its purpose by protecting you from losing the value of the products covered by your claim.

Why isn’t the Delivery Insurance fee refunded?

The Delivery Insurance fee pays for the protection provided to your order. It isn’t a deposit or an additional payment towards the products themselves.

When a claim is approved and we resend your products or refund their value, the insurance service has been used successfully. For this reason, the original Delivery Insurance fee isn’t refundable.

It works in much the same way as other forms of insurance: when you make a successful claim, the premium paid for that protection isn’t returned as part of the claim.

What about the original shipping fee?

The original shipping fee is also non-refundable.

Shipping covers the cost of preparing and sending your parcel through the delivery network. Those costs are incurred when your order is dispatched, even if something unfortunately happens to the parcel while it is in transit.

If your claim results in a replacement order being sent, we’ll arrange the replacement shipment as part of resolving your insured claim.

In short, an approved Delivery Insurance claim covers the eligible product value of your order. The original Delivery Insurance fee and shipping fee are not included in the refund.

Why does it work this way?

Delivery Insurance is designed to provide a simple safety net when something goes wrong in transit. Keeping the insurance fee separate from the value of the products allows us to continue offering this additional protection while ensuring approved claims can be resolved through a replacement or product-value refund.

Shipping is also a genuine cost that has already been incurred once your parcel enters the delivery network, regardless of whether the parcel ultimately reaches its destination.

Most importantly, Delivery Insurance means that when an eligible parcel is lost or intercepted, you don’t have to lose the value of the products along with it.

A few things to keep in mind

Delivery Insurance doesn’t cover orders that fail to arrive because an incorrect or incomplete delivery address was provided, or where a false name was used when placing the order.

Orders placed without Delivery Insurance are not eligible for a replacement shipment under Delivery Insurance.

If you’re unsure whether your order is covered, or you have questions about an existing claim, please get in touch with our Customer Support team. We’ll be happy to take a look and help you understand the options available.

We want ordering from Seedsman to feel straightforward and supported from the moment you place your order, and Delivery Insurance is there to give you that additional peace of mind when your order begins its journey.