Refund Policy

1. Overview

This Refund Policy outlines the terms and conditions under which Shipzen ("we," "us," or "our") may provide refunds for services rendered. Please read this policy carefully. By using our services, you agree to the terms of this Refund Policy.

Note that Shipzen primarily provides shipping and logistics services. Refunds related to the purchase price of goods ordered from third-party merchants are subject to the merchant's return and refund policy.

2. Refund Eligibility for Shipzen Service Fees

Refunds for Shipzen service fees (such as shipping costs, consolidation fees, handling fees) may be considered under the following circumstances:

• Service Failure:If Shipzen fails to provide a service you paid for due to our direct error or negligence (e.g., failure to ship a package after payment and receiving the item).
• Billing Errors:If you were incorrectly charged for a service or billed an incorrect amount due to a system error or human error on our part.
• Lost or Severely Damaged Shipments (Covered by Insurance):If your shipment is confirmed lost or severely damaged by the carrier, and you purchased shipping insurance through Shipzen covering the loss/damage, a refund may be part of the insurance claim settlement. The refund amount will be subject to the terms of the insurance policy and carrier liability limits. See our Shipping Policy for details on insurance claims.

3. Non-Refundable Fees and Situations

The following fees and situations are generally non-refundable:

• Shipping Costs (Completed Shipments):Once a shipment has been processed and handed over to the carrier, shipping costs are non-refundable, even if there are delays in delivery beyond our control (e.g., customs delays, weather, carrier issues).
• Customs Duties and Taxes:Fees paid for customs duties, taxes, or other government-imposed charges are non-refundable by Shipzen. Issues regarding these fees must be addressed with the relevant customs authorities.
• Abandoned or Refused Shipments:If a shipment is abandoned by you or refused upon delivery, associated service fees are non-refundable.
• Prohibited Items:Fees associated with attempting to ship prohibited items are non-refundable.
• Merchant-Related Issues:Shipzen service fees are generally non-refundable if the issue stems from the merchant (e.g., merchant sent the wrong item, defective item, merchant delays in shipping to our facility).
• Change of Mind:Fees for services already rendered (e.g., package receiving, storage, consolidation) are non-refundable if you simply change your mind.
• Uninsured Shipments:If a shipment is lost or damaged and insurance was not purchased, Shipzen service fees are typically non-refundable, and compensation is limited by the carrier's standard liability (which may be minimal).

4. Refund Request Process

To request a refund for Shipzen service fees based on eligibility criteria (Section 2), please follow these steps:

• Contact Shipzen Customer Support via email at support@shipzen.net or through your account dashboard within [e.g., 14 days] of the issue occurring or the expected service delivery date.
• Provide your account information, relevant tracking numbers, a detailed explanation of the issue, and any supporting documentation (e.g., photos of damage, proof of billing error).
• For lost/damaged insured shipments, follow the insurance claim process outlined in our Shipping Policy.

We will review your request and investigate the circumstances. We aim to respond to refund requests within [e.g., 5-7 business days].

5. Refund Processing

If your refund request is approved, the refund will typically be processed back to the original payment method used for the transaction within [e.g., 7-10 business days] after approval. In some cases, we may offer account credit as an alternative.

6. Returns of Goods

Shipzen does not handle returns of merchandise to the original merchant unless specifically requested and paid for as a separate service. If you need to return an item received at our facility or after international delivery, you must coordinate the return directly with the merchant according to their return policy. You are responsible for any return shipping costs and associated fees.

7. Policy Changes

Shipzen reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after any changes constitutes your acceptance of the new Refund Policy.

8. Contact Us

If you have questions about this Refund Policy, please contact us at:

Shipzen Customer Support
Email: support@shipzen.net or legal@shipzen.net
[Link to Contact Page or Dashboard Support Section]