Return & Refund Policy

Scope of this policy

This policy covers fees and charges paid to Warplink Freight Sdn Bhd in respect of freight forwarding, warehousing, customs brokerage, and ancillary services. It does not extend to disbursements paid on your behalf to third parties — duties, taxes, port charges, or carrier surcharges — which are administered under the rules of the relevant authority or carrier.

When refunds apply

You may request a refund or service credit in the following circumstances:

• Service not rendered: a booked service that we are unable to perform, in whole or in part, due to a cause attributable to us. The amount refunded is the unused portion of the fee.
• Duplicate billing: where the same charge appears more than once on the same shipment file. We credit the duplicate against the next invoice or refund it on request.
• Tariff or rate error: where we've quoted a rate and subsequently billed at a higher figure without your written agreement to the change. The difference is refunded.
• Cancelled bookings: if you cancel before any non-recoverable third-party cost has been incurred, fees paid against the cancelled booking are refunded in full. After dispatch, refunds are limited to the unused portion net of carrier amendment charges.

When refunds do not apply

Refunds will not be issued in the following circumstances:

• Delays or additional charges arising from incomplete, inaccurate, or late documentation supplied by you or your counterparty.
• Customs duties, port charges, demurrage, or detention assessed by carriers or authorities — these are administered by the issuing party.
• Cargo refused at destination by the consignee, where return-to-origin or onward routing has been performed in good faith.
• Force majeure events as defined in our trading terms.
• Marine cargo insurance premiums for movements that completed without claim.

How to request a refund

1. Email [email protected] with the subject line "Refund request" and the relevant Warplink reference number.
2. Include a brief description of the issue, the invoice number, and the amount in dispute.
3. We acknowledge receipt within two business days and respond with our position within ten business days.

Processing

Approved refunds are processed within fourteen calendar days of confirmation. Refunds are returned via the original payment method where possible — bank transfer payments are refunded to the originating account; credit card payments are reversed against the original card transaction. Foreign exchange differences between the date of payment and the date of refund are borne by the customer.

Service credits

Where mutually agreed, refunds may be applied as service credits against future bookings rather than as cash refunds. Service credits do not expire and may be transferred between affiliated entities of the same customer group with our agreement.

Escalation

If you're not satisfied with the outcome of a refund review, the matter can be escalated to our Operations Director by writing to Warplink Freight Sdn Bhd, Level 18, Wisma Goldhill, 67 Jalan Raja Chulan, 50200 Kuala Lumpur, Malaysia. We acknowledge escalations within five business days and respond substantively within twenty-one business days.

Disputed invoices

Where a portion of an invoice is in dispute, the undisputed portion remains due on the original payment date. Withholding payment of an entire invoice on the basis of a disputed line item may trigger interest charges as set out in our trading terms.