1. Cancellation before sailing or flight
You can cancel a freight booking at any time before the cargo gates in at the port or airport. We refund the full amount paid, minus any third-party charges already irrecoverably committed on your behalf (for example, an Airway Bill stock fee or a non-refundable carrier deposit). Refunds are processed within ten working days to the original payment method.
2. Cancellation after gate-in or loading
Once cargo has gated in at the terminal or has been loaded onto the carrier, the booking is considered fulfilled by us. Charges are payable in full. If you need cargo to be diverted or returned, we can arrange this as a new movement at separate cost.
3. Service credits for missed transit windows
If a shipment we have quoted with a specific transit window arrives outside that window, and the delay is caused by something within our control (for example a mis-routed truck or a documentation oversight on our side), we will issue a service credit equivalent to 25% of our handling fee on that booking. The credit is applied to your next invoice.
Carrier-caused delays, port congestion, weather and force majeure events are not eligible for a service credit but we will keep you informed throughout.
4. Warehousing services
Storage charges are paid weekly in advance. Cancellations within a paid storage week are not refunded. We require seven days' notice for permanent removal of stock so we can release the racking and update the warehouse plan.
5. Customs brokerage
Customs declaration fees are payable on lodgement of the declaration. If a declaration is rejected by JKDM because of an error on our side, we re-lodge at no additional cost. Where rejection is caused by errors or omissions in the documents you supplied, the re-lodgement attracts a re-work fee equivalent to 50% of the original declaration fee.
6. Overpayments
If a customs duty or carrier surcharge is later refunded to us by a third party (for example, a duty drawback applies retrospectively), we credit the refunded amount to your account within fifteen working days of receipt.
7. Disputes
If you disagree with an invoice or a service-credit decision, write to [email protected] within thirty days of the invoice date with the booking reference and a short description of the issue. Our operations director will review and respond within ten working days.
8. Goods on hand
For sake of clarity: this is not a retail returns policy. The terms here apply to freight, warehousing and brokerage services we provide. We do not sell goods on this site.