Return and Refund policy

Return and Refund policy

At Ship LUX, customer satisfaction and service integrity are at the core of everything we do. While freight forwarding services are generally non-returnable due to the nature of logistics, we have established clear policies for refunds, service adjustments, and dispute resolutions to ensure transparency and trust.

1. Service Cancellations & Refunds

a. Cancellation by Customer:

  • If a shipment is cancelled before dispatch, a full or partial refund may be issued, depending on the timing and any costs already incurred (e.g., booking, handling, or documentation fees).

  • Cancellations must be requested in writing via email or official communication.

  • No refunds will be issued once a shipment has been picked up, dispatched, or in transit.

b. Cancellation by Flyway Freight:

  • In rare instances where we are unable to fulfill the service due to operational constraints, a full refund will be provided.

  • We will notify clients immediately and offer alternative solutions whenever possible.

2. Delays, Damages & Service Failures

a. Service Delays:

  • Ship LUX is not liable for delays caused by customs, weather, strikes, or third-party carrier issues.

  • Refunds or discounts may be considered on a case-by-case basis if a delay is caused directly by our negligence.

b. Damaged or Lost Shipments:

  • Claims for damaged or lost cargo must be filed within 7 days of delivery.

  • Please include all supporting documentation: photos, delivery records, and a written description.

  • Refunds will be handled per the terms of the shipment insurance (if purchased), or under limited liability clauses as outlined in our shipping agreement.

3. Non-Refundable Services

The following services are non-refundable:

  • Documentation and customs clearance fees

  • Government and third-party carrier charges

  • Warehousing or storage after free days expire

  • Shipments where incorrect or incomplete information was provided by the client

4. How to Request a Refund

To request a refund or raise a concern, please contact our Customer Support team

Email: info@shiplux.site

Please include:

  • Your shipment/tracking number

  • Reason for refund or issue

  • Any supporting documents or photos

5. Dispute Resolution

If you are not satisfied with the resolution, you may escalate your case to our senior management team. All disputes are subject to the laws and regulations of the country where the shipment originated or as stated in the service agreement.

Thank you for choosing Ship LUX . we are committed to providing reliable and accountable logistics solutions.

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