Refund and Returns Policy

Introduction

At Advantium Cargo Limited, customer satisfaction is our top priority. We strive to provide efficient and reliable logistics, shipping, and forwarding services. This Refund and Returns Policy outlines the circumstances under which refunds and returns may be processed.

Refund Policy

We offer refunds under the following conditions:

1. Service Cancellation

  • A full refund is available if the cancellation is made before the shipment has been processed.
  • Partial refunds may be issued if services have already commenced but have not been completed.
  • No refunds will be provided once the shipment has been dispatched or delivered.

2. Delayed or Failed Delivery

  • If we fail to deliver your goods within the agreed timeline due to factors within our control, you may be eligible for a partial or full refund.
  • No refunds will be issued for delays caused by customs clearance, unforeseen weather conditions, or incorrect recipient details.

3. Lost or Damaged Shipments

  • If a shipment is lost or significantly damaged during transit due to our negligence, we will offer compensation or a refund, subject to investigation.
  • If the loss or damage occurs due to incorrect packaging by the sender, force majeure, or mishandling by third-party carriers, no refund will be issued.

4. Incorrect Charges

  • If you are overcharged due to a system or billing error, we will issue a refund for the excess amount charged upon verification.
  • Refunds for incorrect charges must be requested within 14 days of the transaction.

Returns Policy

Our returns policy applies only to goods that are eligible for return under specific circumstances:

1. Incorrect or Wrongfully Delivered Goods

  • If you receive the wrong goods due to our error, you must notify us within 48 hours of delivery.
  • The incorrect items must be returned in their original condition for replacement or refund.

2. Goods Damaged Upon Arrival

  • If goods arrive damaged, you must report the issue within 24 hours of receipt.
  • Supporting evidence (photos or videos) must be provided to process a claim.

3. Non-Returnable Items

Certain items cannot be returned, including:

  • Perishable goods such as fresh produce and frozen items.
  • Customized or specially manufactured products.
  • Items damaged due to mishandling by the recipient.

Refund and Return Process

To initiate a refund or return, please follow these steps:

  1. Contact our customer support team at support@advantiumexports.com or call +254 722 606 631.
  2. Provide your order details, proof of purchase, and relevant supporting documents (if applicable).
  3. Our team will review your request and inform you of the next steps within 5 business days.
  4. If approved, refunds will be processed via the original payment method within 10 business days.

Exceptions and Special Cases

  • In cases of force majeure (natural disasters, political unrest, pandemics, etc.), refunds and returns may be subject to special terms.
  • Refunds for international shipments may take longer due to banking and regulatory procedures.

Contact Us

For any inquiries regarding our Refund and Returns Policy, please contact us at:

Advantium Cargo Limited
JKIA Cargo Terminal, Seven Season Building
Phone: +254 722 606 631
Email: info@advantiumexports.com

We are committed to providing the best service and ensuring a fair refund and return experience for all our customers.