Refund / Claims Policy

Talvyr Global Logistics

This Refund / Claims Policy explains how Talvyr Global Logistics handles requests relating to cancellations, service disputes, payment adjustments, and shipment-related claims arising from website inquiries, quotation discussions, and logistics support arrangements. Talvyr Global Logistics is operated by Yiwu Mulanluo Trading Co., Ltd.

1. General Principle

Because our business involves freight inquiry, quotation, shipment coordination, and logistics-related support rather than standard retail product sales, refunds and claims are assessed on a case-by-case basis. Not every inquiry, service fee, deposit, booking-related payment, carrier charge, or logistics cost is refundable. Whether any refund, credit, or adjustment is available depends on the stage of service, the nature of the payment, third-party costs already incurred, documentation provided, and the reason for the request.

2. Non-Binding Inquiries vs. Confirmed Services

Website inquiries and quotation requests are generally free unless expressly stated otherwise. Once a shipment arrangement, booking, paid consultation, document handling, warehousing action, pickup arrangement, or other operational service has been confirmed or started, fees or payments may become non-refundable in whole or in part, especially where third-party carrier, broker, storage, customs, banking, or handling charges have already been incurred.

3. When Refunds May Be Considered

A refund, partial refund, service credit, or other adjustment may be considered where: (a) a payment was made in error; (b) a duplicate payment was made; (c) a booked service was cancelled before meaningful operational work or third-party cost was incurred; (d) we expressly agreed in writing that a particular fee was refundable under stated conditions; or (e) applicable law requires a refund. Any refund determination may take into account payment method fees, bank charges, exchange losses, and non-recoverable third-party costs.

4. Non-Refundable Items

Unless otherwise agreed in writing or required by law, the following are generally non-refundable once incurred or commenced: booking fees, carrier charges, warehousing fees, document processing fees, customs-related service costs, storage fees, pickup charges, inspection charges, re-delivery fees, address correction fees, handling charges, insurance premiums, and any third-party amounts already paid or committed.

5. Shipment Delays Are Not Automatic Refund Events

Transit delays, customs delays, inspection delays, weather issues, route disruptions, public holidays, port congestion, regulatory checks, security events, force majeure events, or third-party carrier delays do not automatically entitle a customer to a refund, cancellation, or compensation unless we expressly agreed otherwise in writing for that shipment.

6. Cargo Loss, Damage, or Shortage Claims

If a shipment-related claim is to be raised for loss, damage, shortage, or similar issue, the customer must notify us promptly and provide all reasonably requested supporting materials, which may include shipment identifiers, invoices, packing lists, photos, delivery records, proof of value, proof of damage, packaging evidence, timelines, and any related communications. Failure to provide timely and sufficient documentation may reduce or eliminate the ability to review or pursue a claim.

7. Claim Review and External Limits

Any review by us does not mean that liability is admitted. Claims may be subject to third-party carrier rules, warehouse terms, insurance conditions, customs circumstances, applicable conventions, booking terms, or local legal requirements. Where a third party is responsible for all or part of the issue, recovery may depend on that third party’s own process, evidence standards, and time limits.

8. Exclusions from Claims or Compensation

To the fullest extent permitted by law, we are not responsible for claims arising from inaccurate shipment information, improper or inadequate packaging by the customer or supplier, restricted or non-compliant goods, customs seizure, destination-country compliance failures, consignee unavailability, refused delivery, address errors, force majeure, or acts and omissions of third-party carriers or authorities outside our reasonable control.

9. Time for Raising Requests

Refund or payment-error requests should be submitted as soon as reasonably possible after the issue is discovered. Shipment-related claims should also be submitted promptly after delivery or the event giving rise to the claim, together with supporting evidence. We reserve the right to deny requests that are submitted unreasonably late, lack sufficient documentation, or are impossible to verify because records or third-party processes are no longer available.

10. Form of Resolution

Where a refund or adjustment is approved, we may choose the form of resolution in our reasonable discretion unless otherwise required by law, including refund to the original payment method, partial refund, service credit, offset against outstanding charges, or other commercially reasonable adjustment. Processing times may vary depending on payment provider, bank, currency, and documentation review.

11. Chargebacks and Payment Disputes

Before initiating a chargeback or payment dispute, we ask that you contact us first and provide reasonable detail so that we can attempt to review and resolve the matter. If a chargeback is initiated after a legitimate service has been performed or third-party costs have been incurred, we reserve the right to provide relevant records and contest the dispute where appropriate.

12. Contact for Refund or Claim Requests

To submit a refund request or shipment-related claim, please contact us with the relevant details. Please include, where applicable: your name, company, email, phone/WhatsApp, shipment details, quote or order reference, destination, date of issue, description of the problem, and supporting documents.

Talvyr Global Logistics
Operated by Yiwu Mulanluo Trading Co., Ltd.
Email: [email protected]
Website: https://talvyrglobal.com