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Refund & Claims Policy

Last Updated: September 2, 2026

This Refund & Claims Policy explains how refunds, cancellations, shipment loss claims, damage claims, warehouse-service claims and other service-related disputes are handled by CN-DELIVERY.

For the purpose of this Policy, “CN-DELIVERY,” “we,” “us,” and “our” refer to the warehouse, inspection, consolidation, repacking and international shipping services operated by:

斯客威環球貿易有限公司

By using our warehouse, inspection, packing, consolidation, repacking or international shipping services, you acknowledge that different stages of the service involve different refund and liability rules.

International shipping may also involve third-party couriers, airlines, shipping lines, trucking companies, customs brokers, destination delivery companies, insurance providers and other logistics partners. Where a claim involves a third-party carrier or insurer, their applicable claim rules may also apply.

1. General Refund Principle

We charge for services that have been requested, performed, booked or committed on your behalf.

As a general rule:

Each request will be reviewed according to the stage of the shipment and the costs already incurred.

2. Cancellation Before Goods Arrive at Our Warehouse

If you request warehouse services but cancel before any goods arrive and before we have incurred any third-party cost, you may cancel the service without a warehouse handling charge.

If we have already:

those actual non-recoverable costs may be deducted from the refundable amount.

3. Warehouse Receiving Fees

Once goods have physically arrived at our warehouse and receiving work has been completed, the relevant receiving or handling service is considered performed.

Receiving-related fees are normally non-refundable after the warehouse has:

If we charged for a receiving service that was not performed, the unused service fee may be refunded after verification.

4. Product Inspection Fees

Inspection fees are charged for the inspection work performed according to the agreed inspection scope.

Once inspection has started or been completed, inspection fees are normally non-refundable.

An inspection fee is not refundable merely because:

The purpose of inspection is to help identify visible or specifically requested issues before international shipping. It does not guarantee that the products are defect-free.

If an inspection service that was paid for was not performed, or if an agreed inspection item was clearly omitted due to our operational error, we will review whether:

5. Photo and Video Service Fees

Once requested photos or videos have been produced and provided, the photo or video service is considered completed and the service fee is normally non-refundable.

If the requested photo or video work has not yet started, the customer may request cancellation.

If an agreed photo or video requirement was missed, we may provide additional photos or videos where the goods are still available at our warehouse.

Photo and video services provide visual information only and do not constitute:

6. Consolidation Fees

Consolidation fees become non-refundable once the warehouse has started work such as:

If consolidation has not started, the customer may request cancellation.

Additional labor or materials required to reverse a completed consolidation may be charged separately.

7. Repacking Fees

Repacking fees become non-refundable once repacking work has begun.

This includes work such as:

Custom packaging materials purchased or prepared specifically for the customer are normally non-refundable once ordered or used unless the supplier of those materials accepts a return.

8. Shipping Cancellation Before Carrier Handover

If you cancel international shipping before the shipment is handed to the carrier, we will review whether the transportation booking can still be cancelled.

A refund may be available for the unused shipping amount after deducting any costs already incurred, such as:

If the carrier allows the booking to be cancelled without charge, the unused transportation amount may be refunded.

9. Shipping Cancellation After Carrier Handover

Once goods have been handed to the international carrier or entered the transportation network, the shipment normally cannot be cancelled simply because the customer changes their mind.

This may include shipment stages such as:

If a shipment can technically be recalled, returned or redirected, all resulting transportation, customs, storage, handling and return costs will normally be the customer’s responsibility unless the need for recall was caused by our verified operational error.

10. Shipping Delays Are Not Automatically Refundable

International transportation times are normally estimates unless a specific guaranteed service has been expressly confirmed in writing.

A delay does not automatically entitle the customer to a shipping refund.

Delays may be caused by circumstances including:

Where the carrier provides a guaranteed service with a specific delay-refund mechanism, any eligible refund will be handled according to that carrier’s applicable terms.

11. Estimated Delivery Dates

Any transit time displayed on our website, quotation, WhatsApp message or shipping proposal should be understood as an estimated transit time unless expressly stated otherwise in writing.

Estimated delivery times do not constitute a guaranteed delivery date.

Customers should not arrange weddings, exhibitions, product launches, retail promotions, production deadlines or other time-sensitive events solely on the assumption that an estimated international delivery date is guaranteed.

12. Lost Shipment Claims

A shipment is not considered lost simply because tracking has temporarily stopped updating or delivery is delayed.

A loss claim normally begins after:

We may need to wait for the carrier’s investigation before determining whether a shipment is officially lost.

13. Reporting a Suspected Lost Shipment

If you believe a shipment may be lost, contact us as soon as possible and provide:

We will review the shipment status and, where appropriate, open an investigation with the relevant carrier or logistics provider.

14. Damage Claims

If goods arrive visibly damaged, please report the damage as soon as reasonably possible.

We strongly recommend reporting visible transportation damage within 48 hours of delivery.

A formal claim should generally be submitted within 7 calendar days of delivery, unless the carrier, insurer or applicable law requires a shorter deadline.

If another mandatory claim deadline applies to a particular transportation route, carrier or jurisdiction, that deadline will take priority.

15. Evidence Required for a Damage Claim

A damage claim should include as much supporting evidence as reasonably available.

This may include:

Do not dispose of damaged products or original packaging until the claim has been reviewed, unless keeping them would create a safety risk.

16. Concealed Damage

Sometimes the outer carton appears normal but damage is discovered after opening the shipment.

Please report concealed damage promptly after discovery.

The claim should explain:

Photos of the original packaging and damaged product are important when reviewing concealed-damage claims.

17. Missing Contents Claims

If a carton arrives but some products appear to be missing, please provide:

We may compare this information with warehouse records, packing photos, weight records and carrier information.

18. Partial Loss

If only part of a shipment is lost, the claim will normally relate only to the affected portion.

A partial loss does not automatically entitle the customer to reimbursement of the entire shipment value unless the remaining goods have also become unusable and such loss is recognized by the applicable carrier, insurer or law.

19. Carrier Liability

International shipments may be handled by third-party transportation providers.

Carrier liability may be determined by:

Where compensation is payable by a carrier, we will assist the customer in presenting the required claim information where reasonably possible.

20. Shipping Insurance

Customers shipping valuable, fragile or commercially important goods should ask about cargo insurance before shipment.

Where separate cargo insurance has been purchased, claims will normally be processed according to the insurer’s policy terms.

Insurance may require:

Insurance coverage must be confirmed before the shipment leaves the warehouse.

Insurance cannot normally be added retroactively after a loss or damage has occurred.

21. Uninsured Shipments

If no separate cargo insurance was purchased, compensation for loss or damage may be limited by the applicable carrier or shipping route terms.

The purchase price of the goods does not automatically become the carrier’s liability amount.

Customers shipping high-value cargo should therefore declare the nature and value of the goods before transportation and request available insurance options.

22. High-Value Goods

Customers must tell us before shipment if the cargo contains high-value goods.

Examples may include:

Some shipping routes may impose value limits or require additional insurance.

Failure to disclose unusually high-value cargo may affect route availability or claim coverage.

23. Damage Caused by Inadequate Supplier Packaging

If goods arrive at our China warehouse with inadequate packaging, we may recommend repacking or reinforcement.

If the customer declines recommended protective packaging and instructs us to ship using the original packaging, any later claim may be affected if the damage is determined to have resulted from insufficient packaging.

Examples include:

We will not intentionally use obviously unsafe packaging where doing so creates an unreasonable transportation risk.

24. Customer-Approved Packing

When we provide packing photos or recommendations and the customer confirms the packing arrangement, the shipment proceeds based on that approval.

Customer approval does not remove responsibility for our own proven negligence, but it may be relevant when a claim concerns a packing method specifically requested or approved by the customer.

25. Customs Delays

Customs delays are normally outside our direct control and are not automatically refundable.

Customs may delay a shipment because of:

We will provide reasonable assistance with logistics-related information where appropriate.

26. Customs Seizure, Rejection or Confiscation

A refund or compensation is not automatically payable when customs authorities seize, reject, destroy or confiscate goods.

The cause of the customs action must first be reviewed.

Claims may not be accepted where the problem results from:

If the customs issue is caused by a verified error attributable to our service, we will review the claim based on the actual circumstances and documented loss.

27. Duties and Taxes

Import duties, VAT, GST and other government charges are governed by the destination country.

Where duties or taxes have already been paid to customs authorities or a destination agent, they are normally not refundable by CN-DELIVERY merely because the customer later cancels, returns or refuses the shipment.

If customs authorities later issue a refund, any amount actually returned to us may be passed back to the customer after applicable third-party charges, where permitted.

28. DDP Shipping Claims

For DDP shipments, the exact service scope depends on the quotation confirmed for that shipment.

A DDP quotation may include agreed elements such as:

Before shipping, customers should review exactly what is included.

DDP does not mean that every possible customs, regulatory, storage, inspection or special-delivery cost is automatically included.

29. Wrong Address or Receiver Information

The customer is responsible for providing accurate delivery information.

Additional costs resulting from incorrect information may be charged to the customer, including:

A shipping refund is normally not available when delivery fails because the customer provided an incorrect or incomplete address.

30. Receiver Refusal

If the receiver refuses delivery without a verified transportation or service failure, shipping charges are normally non-refundable.

Any additional costs resulting from refusal may include:

These costs may be charged to the customer.

31. Supplier Product Problems

CN-DELIVERY does not manufacture or sell the products purchased from your suppliers.

Therefore, we are normally not responsible for the purchase price of goods because:

Our inspection and photo services are intended to help identify certain problems while the goods are still in China.

Product disputes should normally be resolved between the buyer and the supplier.

32. Return to Supplier

If you decide to return goods to a Chinese supplier while they are still at our warehouse, we may assist with domestic return handling where available.

Return-related costs may include:

These costs are separate from a refund of CN-DELIVERY services already performed.

33. Restricted and Prohibited Goods

Customers must provide accurate information about the products being shipped.

Claims may be rejected or reduced where loss, seizure, delay or damage is directly caused by undisclosed or incorrectly declared restricted goods.

This may include certain:

Customers should ask us before sending uncertain products to the warehouse.

34. Incorrect Product Declaration

Customers and suppliers must not intentionally provide false information about:

We reserve the right to refuse or suspend a claim where materially false information contributed to the loss or problem.

35. Force Majeure

We are not responsible for loss or delay caused solely by events outside reasonable operational control, subject to applicable law.

These may include:

Where possible, we will provide reasonable updates and assistance.

36. Consequential and Indirect Losses

To the extent permitted by applicable law, claims are normally limited to direct and documented loss relating to the affected goods or service.

CN-DELIVERY is not normally responsible for indirect or consequential losses such as:

This limitation does not apply where such liability cannot legally be excluded.

37. Claims Caused by Our Proven Operational Error

If documented evidence shows that direct loss was caused by our operational error, we will investigate the circumstances in good faith.

Examples may include:

The appropriate remedy will depend on:

A remedy may include re-performance of the service, refund of the affected service fee, reimbursement of documented direct loss, or another reasonable resolution depending on the circumstances.

38. Claim Submission Deadline

To protect your ability to recover from carriers and insurers, claims should be submitted promptly.

Unless a shorter mandatory carrier or legal deadline applies:

Visible damage: report as soon as possible, preferably within 48 hours after delivery.

Formal damage claim: generally submit within 7 calendar days after delivery.

Missing contents: generally submit within 7 calendar days after delivery.

Suspected loss: notify us promptly once the shipment becomes materially overdue so a carrier investigation can begin.

Customers should not wait until weeks or months after delivery to report visible transportation damage.

39. How to Submit a Claim

When submitting a claim, please provide:

Incomplete information may delay the investigation.

40. Claim Investigation

After receiving sufficient evidence, we will review the claim and, where necessary, contact the carrier, warehouse team, delivery company, customs agent or insurance provider.

The investigation may include reviewing:

Complex international freight claims can take time to investigate.

Carrier or insurance investigations may take several weeks or longer depending on the shipping route and circumstances.

41. Claims Are Not Automatically Approved

Submitting a claim does not mean that compensation is automatically payable.

Claims may be:

We will explain the result where reasonably possible.

42. Refund Processing

Once a refund is approved, we will arrange payment using the original payment method where reasonably possible.

If the original method cannot be used, another agreed payment method may be used.

Approved refunds are normally initiated within 10 business days after the final refund amount has been confirmed.

Banking institutions, card processors and payment providers may require additional processing time.

43. Payment Processing Fees

Third-party payment processing charges that were charged to us and are not returned by the payment provider may be deducted from the refund where permitted by applicable law.

International bank-transfer fees or intermediary bank charges may also apply.

44. Currency

Where possible, refunds will be calculated in the currency originally paid.

If conversion is necessary, differences may arise because of exchange-rate movements or banking charges.

CN-DELIVERY does not guarantee reimbursement for foreign-exchange losses caused solely by currency fluctuations.

45. No Double Recovery

A customer cannot receive compensation twice for the same loss.

If a loss has already been compensated by:

any additional claim through CN-DELIVERY may be adjusted accordingly.

46. Cooperation With Carrier or Insurance Claims

If a claim must be submitted to a carrier or insurer, the customer agrees to provide reasonable cooperation and documentation.

Failure to provide required documents may prevent the carrier or insurer from processing the claim.

47. Mandatory Legal Rights

Nothing in this Refund & Claims Policy is intended to remove any rights that cannot legally be excluded under applicable law.

If a mandatory law, international transport convention or carrier rule provides rights that conflict with a provision of this Policy, the mandatory requirement will apply to the extent required.

48. Contact Us About Refunds or Claims

For questions about refunds, shipment damage, missing goods, service disputes or claim submissions, please contact CN-DELIVERY as soon as possible.

Company

斯客威環球貿易有限公司

Hong Kong Address

Room 2401-16, Wing Shing Industrial Building
26 Wang Fung Street
San Po Kong, Kowloon
Hong Kong

香港九龙新蒲岗宏丰街26号永盛工业大厦 2401-16室

Guangzhou Address

Room 705, Building A, Building 1
No. 1 Yiheng Road, West Zone
Tongda Creative Park, Hebian
Helong Street, Baiyun District
Guangzhou, China

705, בניין A, מס' 1, רחוב 1, אזור מערב פארק היצירתיות טונגדה, רחוב הלון, רובע באייון, גואנגג'ואו

WhatsApp

+44 7536479263

Website

CN-משלוח

Customers submitting a claim should include the shipment reference or tracking number so that we can locate the shipment more quickly.

49. Policy Updates

We may update this Refund & Claims Policy when our warehouse procedures, shipping routes, carrier arrangements or legal requirements change.

The latest version published on the CN-DELIVERY website will show the applicable “Last Updated” date.

Changes will not retroactively reduce rights relating to a claim where applicable law prevents such a change.