Refund and Returns Policy
Last Updated: [1 Sep 2026]
Welcome to TezEx Logistics. This Refund and Returns Policy explains how refund, cancellation, return, damage, and claim requests are handled for our logistics, freight forwarding, product sourcing, purchasing assistance, warehousing, customs support, and doorstep delivery services.
By confirming a booking, paying an advance, or using our services, the customer agrees to this policy.
1. General Refund Policy
TezEx Logistics accepts refund requests only for bookings that have been properly negotiated, quoted, confirmed, and paid in advance.
Once a customer confirms a booking and pays an advance, TezEx Logistics may begin service processing, including supplier coordination, product purchase, carrier booking, pickup arrangement, warehouse handling, packing, documentation, customs preparation, and operational planning.
If the customer later cancels the booking, a refund may be considered, but deductions will apply if TezEx Logistics has already started processing the order or shipment.
2. Cancellation Before Processing Starts
If a customer cancels the booking before TezEx Logistics has started processing the service, the customer may be eligible for a refund of the paid advance.
However, the following charges may still be deducted where applicable:
Payment gateway charges
Bank transfer charges
Currency conversion charges
Administrative or documentation charges already incurred
Any third-party non-refundable fee already paid
3. Cancellation After Processing Starts
If TezEx Logistics has already started processing the booking, the refund amount will be calculated after deducting all costs already incurred.
These deductions may include, but are not limited to:
Supplier or product purchase cost
Local pickup or transportation charges
Freight booking charges
Carrier cancellation charges
Warehouse handling charges
Packing and repacking charges
Inspection charges
Documentation charges
Customs preparation charges
Staff and administrative processing charges
Bank, payment gateway, or currency conversion charges
Any third-party service fee paid on behalf of the customer
Only the remaining balance, if any, will be refunded to the customer.
4. Non-Refundable Situations
A refund will not be applicable in the following cases:
The shipment has already been picked up, dispatched, loaded, or handed over to the carrier.
The product has already been purchased and the supplier does not accept cancellation or refund.
The shipment is under customs clearance or has already entered customs processing.
The customer provided incorrect, incomplete, or misleading shipment details.
The customer provided the wrong delivery address or consignee details.
The consignee refused to receive the shipment.
The shipment is delayed due to customs, government authorities, port congestion, airline/shipping line delays, strikes, weather, war, force majeure, or other events outside TezEx Logistics’ control.
The shipment contains restricted, prohibited, misdeclared, counterfeit, illegal, or high-risk goods.
The shipment is held, seized, destroyed, or confiscated by customs or any government authority due to the nature of goods or incorrect declaration.
The service has already been completed.
5. China Product Purchase / Product Sourcing Refunds
If TezEx Logistics purchases a product from China or any other country on behalf of the customer, TezEx Logistics acts as a purchasing and logistics facilitator unless otherwise agreed in writing.
Refund of product cost depends on the supplier, seller, manufacturer, or marketplace policy.
If the supplier accepts cancellation and refunds the product amount, TezEx Logistics will refund the received amount to the customer after deducting applicable service charges, bank charges, exchange rate differences, local handling, and any other cost already incurred.
If the supplier refuses refund, cancellation, exchange, or return, TezEx Logistics will not be responsible for refunding the product cost from its own funds.
TezEx service charges are non-refundable once sourcing, negotiation, purchasing, inspection, pickup, or shipping work has started.
6. Returns Policy
Returns are only accepted if they are approved in writing by TezEx Logistics and/or the supplier before return processing starts.
A return may be possible only if:
The supplier or seller accepts the return.
The product is unused, undamaged, and in original condition.
Original packaging, labels, manuals, accessories, and invoices are available.
The return request is made within the allowed supplier or seller return period.
The product is not custom-made, special-order, restricted, fragile, perishable, used, opened, or non-returnable.
The customer will be responsible for return freight, local transportation, customs duties, taxes, warehouse charges, repacking charges, and any other charges related to the return unless the return is due to a confirmed mistake by TezEx Logistics.
7. Damaged, Missing, or Lost Shipment Claims
Customers must inspect the shipment immediately at the time of delivery.
For visible damage, missing cartons, broken packaging, or shortage, the customer must report the issue immediately and provide proof within 24 hours of delivery.
For hidden damage, the customer must notify TezEx Logistics within 48 hours of delivery with complete evidence.
Claim evidence may include:
Clear photos and videos of the package
Unboxing video
Delivery receipt
Tracking number
Invoice or purchase proof
Packing list
Photos of damaged goods and outer packaging
Written explanation of the issue
TezEx Logistics will assist the customer in filing a claim with the carrier, supplier, insurance provider, or relevant third party where applicable.
Compensation, if any, will be subject to carrier terms, insurance coverage, declared value, applicable transport law, and the decision of the responsible carrier, supplier, or insurance provider.
8. Liability Limitation
TezEx Logistics is not responsible for indirect, special, or consequential losses, including loss of profit, business interruption, market loss, delay loss, or loss of opportunity.
For international shipments, liability may be limited under carrier terms and applicable transport laws or conventions. For example, international air cargo liability under the Montreal Convention is subject to defined liability limits, and ICAO announced that the cargo liability limit increased to 26 SDR per kilogram effective 28 December 2024.
Customers are strongly advised to request cargo insurance before shipment, especially for high-value, fragile, branded, electronic, commercial, or sensitive goods.
If the customer does not purchase insurance, any claim will be limited to the carrier’s standard liability terms or the applicable law, whichever applies.
9. Customs Duties, Taxes, and Government Charges
Customs duties, taxes, import fees, demurrage, detention, examination charges, storage at port/airport, penalties, and government charges are not controlled by TezEx Logistics.
These charges are normally non-refundable by TezEx Logistics because they are paid to customs, government authorities, ports, airports, carriers, or third parties.
Unless otherwise agreed in writing, the customer is responsible for destination customs duties, taxes, import approvals, and compliance requirements.
10. Delivery Delays
Estimated delivery timelines are provided for guidance only.
TezEx Logistics will make reasonable efforts to deliver within the expected timeline, but delivery delays may occur due to:
Customs clearance
Carrier delays
Port or airport congestion
Weather conditions
Public holidays
Government restrictions
Security checks
Incorrect customer information
Supplier delay
Force majeure events
Delay alone does not automatically qualify for a refund unless TezEx Logistics has specifically guaranteed a delivery date in writing.
11. Refund Processing Time
Approved refunds will normally be processed within 7 to 14 business days after final approval.
The actual time for the refunded amount to appear in the customer’s account may depend on the bank, payment gateway, card provider, or payment method.
Refunds will usually be made through the original payment method unless TezEx Logistics approves another method.
12. Exchange Rate Difference
For international product sourcing, freight, or supplier payments, exchange rates may change between the payment date and refund date.
Any exchange rate difference, conversion fee, bank deduction, or payment gateway charge will be deducted from the refundable amount.
13. Abandoned Shipments
If a customer fails to provide required documents, pay pending charges, clear customs, receive delivery, or respond to TezEx Logistics within the requested time, the shipment may be treated as delayed, on-hold, or abandoned.
Abandoned shipments may attract storage, demurrage, detention, return, disposal, or legal charges.
TezEx Logistics will not be responsible for loss, damage, penalty, or disposal of abandoned shipments where the delay or non-response is caused by the customer.
14. Customer Responsibilities
The customer is responsible for providing correct and complete information, including:
Product details
Supplier details
Invoice and packing list
Delivery address
Receiver name and contact number
Import documents
Customs information
Product description and value
Any special handling instructions
The customer must ensure that the goods are legal, allowed, correctly declared, and compliant with origin and destination country laws.
15. Chargebacks and Payment Disputes
Customers are requested to contact TezEx Logistics before initiating any bank chargeback or payment dispute.
If a chargeback is filed after services have started or third-party costs have been incurred, TezEx Logistics reserves the right to provide service records, invoices, supplier confirmations, carrier receipts, tracking details, and related evidence to the payment provider or bank.
16. Policy Updates
TezEx Logistics may update this Refund and Returns Policy from time to time.
The latest version published on our website will apply to all new bookings and service requests.
17. Contact Us
For refund, cancellation, return, or claim requests, please contact:
TezEx Logistics
Email: info@tezexlogistics.com
Phone/WhatsApp: +923469895954
Website: TezExlogistics.com
All refund and claim requests must be submitted in writing with complete booking details, payment proof, shipment details, and supporting evidence.