Refund & Claims Policy

Last updated: August 2026

We want every shipment to reach safely. This policy explains refunds, and how to claim for loss or damage.

1. Refunds

• If a shipment is not picked up or the service is not started, the amount paid is fully refundable.
• Once a shipment has been dispatched to a carrier, freight charges are generally non-refundable.
• Refunds, where applicable, are processed to the original payment method within 7–10 working days.

2. Loss or damage claims

If your parcel is lost or damaged in transit, you may file a claim. If transit insurance was purchased, the claim is settled up to the insured/declared value, subject to the carrier's and insurer's terms.

3. How to file a claim

1. Contact us within 7 days of the delivery date (or expected delivery date for a lost parcel).
2. Provide the AWB number, booking receipt, and a description of the issue.
3. For damage, share photos of the item and packaging.
4. We will investigate with the carrier and update you on the outcome.

4. What is not covered

• Prohibited or undeclared items (see Prohibited & Restricted Items).
• Poor or inadequate packaging by the sender.
• Value above the declared/insured amount.
• Delays caused by customs, weather or events beyond our control.
• Indirect or consequential losses.

5. Timeframe

Approved claims are typically settled within 15–30 working days after the carrier's investigation is complete.

6. Contact

📞 0729 092 8455  ·  ✉️ customercare@avecshipping.com