Responsibility of the Importer of Record

When a shipment is sent to your returns address across a customs border, there may be some action that is needed from you to ensure the goods reach their destination successfully.

Shipping Terms - DAP Intercoms ®

Ezi Returns, as the shipper, are responsible for clearing the goods for export from the origin country, and for paying for delivery through to the named place of delivery. You, as the recipient/importer, are responsible for facilitating the import customs clearance into the destination country.

As per our standard shipping process, Ezi Returns will indicate that the goods are returns (where applicable) on the shipping paperwork, and provide the commercial invoice for the shipment based on the data you have provided, or through your integration with us. However, customs in the destination country may reach out to you to request additional information or supporting paperwork in order to complete the import clearance - this is not within our control. 

Please note the Importer of Record will be your registered business, which may be different to the delivery address in some cases. 

Your business must be appropriately registered in the country of import – for example, you should have an EORI number in Europe, or the equivalent in other countries.

    Customs Duties and Taxes

    You may be asked to pay import duties and taxes. If your goods are not returning to the country they were originally exported from, you will be required to pay full import tax and duty. Returned goods relief is not applicable if your goods were originally shipped from a 3rd country, or by a different fulfilment company. 

    Note there is a de minimis threshold that may exempt lower value imports from duty and or tax/VAT. This is a daily limit which differs by country.

    Returned Goods

    Supporting evidence may be required by customs if you want to import your shipment as returned goods, and claim returned goods relief. This will be paperwork proving that the goods were originally exported out of the country they are being returned to – e.g. an export customs entry, shipping waybill, or invoice from the original sale to your overseas customer. 

    All countries deal with returned goods slightly differently, and some are more straightforward than others. It is your responsibility as the importer to understand the rules in your country. If you require any specific adjustments to shipping documentation to support this, please let us know. 

    If you are not successful in importing a shipment as returned goods upon arrival in the destination country (for example, you are unable to provide the necessary paperwork at the time), you will need to pay the customs duties and tax at the point of import. You may be able to claim back charges paid by submitting a claim with your local customs. Please note that it is your responsibility as the importer to facilitate this. 

    When a shipment is arranged by Ezi Returns, you will receive an email from us with the shipment reference, courier and tracking details. This information will be available in your Ezi customer portal, where you will also find a copy of the commercial invoice. 

    You may also receive additional emails directly from the courier, requesting further information or payment of import charges. Please ensure you respond to any requests from couriers promptly, as inaction can result in shipments getting stuck in customs, or being returned to origin at your cost - Ezi Returns will not be held liable for additional charges when requests from couriers are not actioned. 

    If you are unsure what is needed, please get in touch with us and we will assist where possible.

    Pallet/Freight Shipments

    For courier/box shipments, courier networks have their own internal customs brokerage to clear shipments. For any pallet shipments arranged through a shipping company or freight forwarder, a customs broker will be required to clear the shipment for import. 

    If you have your own preferred import broker, please provide Ezi Returns with full contact details so they can be contacted to arrange customs clearance. If not, you may be required to sign a Power of Attorney document in order to give our broker authorisation to import the goods on your behalf. 

    In certain circumstances you may have to pay the import broker for clearance directly, but this will be specified when you are quoted for the shipment.

    Shipping Cross-Border

    More information on cross-border shipments can be found here.