1. Introduction
At EcomEx, customer satisfaction is one of our top priorities. This Refund & Cancellation Policy explains the conditions under which shipment bookings may be cancelled, refunds may be processed, and the circumstances where refunds may not be applicable. By booking our courier or logistics services, you agree to the terms outlined in this policy.
2. Order Cancellation
Customers may request cancellation of a shipment before the pickup process has been initiated. Cancellation requests received after shipment pickup, processing, or dispatch may not be accepted, as operational activities would already have commenced.
3. Pickup Cancellation
If a pickup request is cancelled before our logistics team has been assigned or dispatched, the booking may be cancelled without additional operational charges. However, once the pickup process has started, applicable service charges may be deducted.
4. Shipment Cancellation After Pickup
Once a shipment has been collected from the sender, cancellation is generally not possible. In exceptional cases, cancellation requests may be considered based on the shipment status, location, and operational feasibility. Additional handling or return charges may apply.
5. Refund Eligibility
Refunds may be considered in situations such as:
- Duplicate payment made by the customer.
- Payment deducted but booking not successfully completed.
- Service unavailable at the requested pickup location.
- Booking cancelled by EcomEx due to operational limitations.
Refund approval is subject to verification by our support team.
6. Non-Refundable Situations
Refunds will generally not be provided in the following cases:
- Shipment already picked up.
- Shipment already dispatched.
- Incorrect shipment information provided by the customer.
- Delay caused by weather, government restrictions, customs clearance, or force majeure events.
- Delivery failure due to incorrect address or recipient unavailability.
- Customer refusal after shipment processing has begun.
7. Failed Pickup
If a scheduled pickup cannot be completed because of customer unavailability, incorrect address, inaccessible location, or shipment not being ready, EcomEx reserves the right to reschedule the pickup or apply applicable operational charges.
8. Refund Processing
Approved refunds will be processed through the original payment method whenever possible. Depending on the payment provider and banking system, refund processing may take several business days.
9. Payment Disputes
If you believe you have been charged incorrectly, please contact our customer support team with your booking details and payment reference. We will investigate the matter and respond within a reasonable timeframe.
10. Return Shipment Charges
If a shipment is returned to the sender due to customer-requested cancellation, incorrect address, refusal by the recipient, or unsuccessful delivery attempts, additional return transportation and handling charges may apply.
11. International Shipments
International shipment cancellations and refunds are subject to customs procedures, airline regulations, destination country requirements, and applicable international shipping charges. Customs duties, taxes, or government fees are generally non-refundable.
12. Service Interruptions
EcomEx shall not be responsible for delays or service interruptions caused by circumstances beyond our reasonable control, including natural disasters, strikes, civil unrest, transportation disruptions, government restrictions, pandemics, or other force majeure events.
13. Changes to this Policy
EcomEx reserves the right to modify or update this Refund & Cancellation Policy at any time without prior notice. Any revised version will become effective immediately upon publication on our website.
14. Contact Us
If you have any questions regarding cancellations, refunds, payment issues, or shipment-related concerns, please contact EcomEx through the official contact information available on our website. Our support team will review your request and provide appropriate assistance.