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Refund & Cancellation Policy

At RNR Global Logistics, we strive to provide reliable and efficient logistics services. This Refund & Cancellation Policy explains the conditions under which shipment bookings may be cancelled and when refunds may be applicable.

By booking our services, you agree to this policy.

1. Shipment Cancellation

Before Pickup

Customers may request cancellation of a shipment before it has been picked up.

If the shipment has not yet entered our logistics network, the booking may be cancelled without penalty, subject to any administrative charges already incurred.

After Pickup

Once a shipment has been collected from the sender, cancellation may no longer be possible.

If cancellation is approved after pickup, the customer shall be responsible for any costs already incurred, including but not limited to:

  • Pickup charges

  • Transportation charges

  • Warehouse handling charges

  • Documentation costs

  • Return transportation charges (if applicable)

After Shipment Dispatch

Once a shipment has been dispatched through an airline, shipping line, courier partner, or other transportation network, cancellation requests cannot be accepted.

No refund will be issued after dispatch except where required by applicable law.

2. Refund Eligibility

Refunds may be considered only in the following situations:

  • Duplicate payment made by the customer.

  • Booking cancelled before pickup, where no operational costs have been incurred.

  • Payment collected for a service that could not be provided due to reasons solely attributable to RNR Global Logistics.

NOTE: Refund requests are reviewed on a case-by-case basis.

3. Non-Refundable Charges

The following charges are generally non-refundable once incurred:

  • Pickup charges

  • Freight charges after dispatch

  • Customs processing fees

  • Documentation charges

  • Fuel surcharges

  • Government duties and taxes

  • Warehousing or storage charges

  • Insurance premiums

  • Packaging charges

  • Any third-party charges already paid on behalf of the customer

4. Customs-Related Cancellations

International shipments may be delayed, held, returned, or refused by customs authorities.

Refunds will not be provided for costs arising from:

  • Incorrect documentation

  • False declarations

  • Restricted or prohibited goods

  • Non-payment of customs duties or taxes

  • Import restrictions imposed by the destination country

NOTE: Any return shipping, storage, customs penalties, or disposal costs shall be the responsibility of the customer unless otherwise agreed in writing.

5. Shipment Delays

Delivery delays caused by circumstances beyond our reasonable control do not qualify for a refund.

Such circumstances include, but are not limited to:

  • Customs inspections

  • Flight or vessel delays

  • Weather conditions

  • Public holidays

  • Government regulations

  • Airline or shipping line disruptions

  • Force majeure events

NOTE: We will make reasonable efforts to keep customers informed of significant delays.

6. Lost or Damaged Shipments

If a shipment is lost or damaged, customers should notify RNR Global Logistics as soon as reasonably possible after becoming aware of the issue.

Compensation, if applicable, will be handled in accordance with:

  • The applicable carrier's terms and conditions,

  • Any shipment insurance purchased, and

  • Applicable law.

Supporting documents may be required to process any claim.

7. Refund Processing Time

Approved refunds will be processed to the original payment method, wherever possible.

Refund processing typically takes 7–14 business days, although the actual credit timeline may vary depending on the customer's bank or payment provider.

8. Incorrect Booking Information

Customers are responsible for providing accurate shipment details at the time of booking.

Additional charges may apply if incorrect information results in:

  • Re-weighing or re-measurement

  • Address corrections

  • Shipment re-routing

  • Customs amendments

  • Re-delivery attempts

NOTE: Such situations generally do not qualify for a refund.

9. Refused Deliveries

If the consignee refuses to accept a shipment, or delivery cannot be completed due to incorrect contact details, unavailable recipients, or failure to comply with destination country requirements, the customer shall remain responsible for:

  • Return freight charges

  • Storage charges

  • Customs duties and taxes

  • Disposal charges (if applicable)

  • Any other charges imposed by the carrier or authorities

10. How to Request a Refund

To request a refund, please contact our customer support team with:

  • Booking or Shipment Reference Number

  • Customer Name

  • Reason for Refund Request

  • Proof of Payment

  • Supporting Documents (if applicable)

NOTE: Each request will be reviewed based on the circumstances and applicable terms.

11. Changes to This Policy

RNR Global Logistics reserves the right to amend this Refund & Cancellation Policy at any time.

The latest version will always be available on our website.

12. Contact Us

RNR Global Logistics

For any questions regarding cancellations or refunds, please contact our customer support team.