Refund Policy

Refunds will be granted only where services are not performed or where service failures are directly attributable to the Company. Fees paid to third-party carriers, customs authorities, suppliers, ports, terminals, or government agencies are generally non-refundable unless recovered by the Company. The Company's liability is limited to the amount paid for the affected service and does not extend to indirect, consequential, or business interruption losses.

Payments are generally non-refundable once a shipment has been processed, dispatched, transported, delivered, warehoused, cleared through customs, or otherwise acted upon by Vernon G. Edwards Ltd.

Refunds will not be issued for services that have already been performed, except where required by applicable law or where Vernon G. Edwards Ltd. determines that a refund is warranted due to a billing error or service failure.

Payment of an invoice does not affect any rights related to cargo claims, damage claims, loss claims, service disputes, or other matters governed by the applicable transportation, warehousing, freight forwarding, customs brokerage, or logistics services agreement.

Eligibility for Refunds

Customers may request a refund under the following circumstances:

Duplicate or accidental payments
Overpayments resulting from billing errors
Charges made in error by Vernon G. Edwards Ltd.
Services paid for but not provided due to cancellation by Vernon G. Edwards Ltd.
Other circumstances approved by Vernon G. Edwards Ltd. after review of the transaction and supporting documentation

Refund requests must be submitted in writing to info@vgeedwards.com within 7 days of the payment date and must include the invoice number, payment confirmation, and reason for the request.

Non-Refundable Fees

The following fees are generally non-refundable once incurred:

Payment processing fees charged by banks, card issuers, or payment processors.
Administrative and account maintenance fees.
Customs duties, taxes, governmental charges, and regulatory fees already remitted to third parties.
Storage, handling, detention, demurrage, inspection, and related operational charges that have been incurred.
Third-party carrier charges and pass-through expenses that cannot be recovered by Vernon G. Edwards Ltd.

Refund Processing Time

Approved refunds will be processed within 3-5 business days following approval. Depending on the customer's financial institution, card issuer, or payment provider, it may take an additional 5–15 business days for the refund to appear in the customer's account.

Right to Deny Refund Requests

Vernon G. Edwards Ltd. reserves the right to deny refund requests that are incomplete, fraudulent, submitted outside the applicable request period, or otherwise inconsistent with these Refund Policy provisions, applicable service agreements, or governing law.

1. General Principle

Refunds will be considered when services are not delivered as contracted due to errors or omissions directly attributable to the company. Refunds are not guaranteed for delays, disruptions, or losses caused by third parties, government agencies, force majeure events, or customer actions.

Refunds will be granted only where services are not performed or where service failures are directly attributable to the Company. Fees paid to third-party carriers, customs authorities, suppliers, ports, terminals, or government agencies are generally non-refundable unless recovered by the Company. The Company's liability is limited to the amount paid for the affected service and does not extend to indirect, consequential, or business interruption losses.

2. Courier Services

Eligible for Full or Partial Refund

Shipment not collected due to company error.
Shipment delivered to an incorrect address due to company error.
Shipment lost while under the company's direct custody.

Not Eligible for Refund

Delays caused by weather, customs, carrier disruptions, strikes, or force majeure.
Incorrect recipient information provided by the customer.
Refusal of delivery by recipient.

Recommended Compensation

Refund of shipping charges only.
Exclusion of consequential damages unless covered by declared-value insurance.

3. Consolidation Services

Eligible for Refund

Failure to consolidate shipments as contracted.
Incorrect handling resulting in loss or damage while in company-controlled facilities.

Non-Refundable

Storage fees already incurred.
Customs duties, taxes, and regulatory fees.
Carrier charges already paid on behalf of the customer.

Recommended Refund Structure

Service fees refunded in full if consolidation service was not performed.

Partial refund if service was only partially completed.

4. Freight Forwarding Services

Eligible for Refund

Booking errors directly caused by the company.
Failure to secure transportation after payment and acceptance of the shipment.

Non-Refundable

Freight charges paid to carriers.
Customs duties and taxes.
Port, terminal, handling, and regulatory fees.
Delays caused by customs inspections, port congestion, carrier schedules, or government actions.

Recommended Approach

Refund only the company's forwarding fee where the company is at fault.
Third-party costs are refunded only if recovered from the third party.

5. Trucking Services

Eligible for Refund

Vehicle fails to arrive without notice or valid cause.
Pickup or delivery missed due to company scheduling error.
Shipment damaged due to negligent handling.

Non-Refundable

Customer cancellation after dispatch.
Delays due to traffic, accidents, road closures, weather, or government restrictions.

Cancellation Schedule

More than 24 hours before service - 100% Refund
12-24 hours before service - 50% Refund
Less than 12 hours before service - No refund

6. Sourcing Services

Eligible for Refund

Supplier search not initiated after payment.
Company unable to provide supplier options within agreed scope.

Non-Refundable

Completed sourcing work.
Supplier performance issues after customer approval.
Product quality disputes unless the company expressly guaranteed quality.
Product incorrect or does not meet the customer’s expectations

Structure

Initial consultation fees: refundable if service not started.

Research and sourcing fees: non-refundable once work commences.

Supplier deposits: subject to supplier refund terms.

7. Customer Cancellation Policy

Before Service Begins

Full refund less any processing fees.

After Service Begins

Refund only for unperformed portions of service.
Administrative fee may be deducted.

8. Claims for Loss or Damage

Require:

Written claim within 7–14 days of delivery.
Photographs and supporting documentation.
Original invoices and proof of value.

Compensation should be limited to:

Declared value of goods (if declared and accepted).
Applicable cargo insurance coverage.
Maximum liability limits stated in service agreements.

9. Refund Processing

Approved refunds processed within 10–15 business days.
Refunds issued using the original payment method whenever possible.
Bank charges, exchange rate differences, and payment gateway fees may be deducted where permitted by law.

10. Force Majeure Clause

No refunds shall be due for delays, disruptions, or service failures resulting from:

Natural disasters
Weather events
War, civil unrest, or terrorism
Government actions
Customs holds or inspections
Labor strikes
Carrier operational disruptions
Epidemics or pandemics