Refund and Returns Policy
Effective Date: November 10, 2025
Applies to: All freight, transport, and logistics services provided by Chain Wise Logistics
Chain Wise Logistics ships goods on behalf of clients. The company does not sell physical products. Therefore, “returns” of cargo to sellers are handled differently than standard e-commerce refunds. This policy defines when money is returned, when shipments are re-routed, and who bears the cost.
When Refunds Are Issued
A full or partial refund is issued only when Chain Wise Logistics fails to perform the contracted service. Specific qualifying events include:
Lost shipment: Cargo is declared lost after 21 days beyond estimated delivery window. Full refund of transport fees plus declared value compensation per signed agreement.
Undeliverable due to Chain Wise error: Missorted, misrouted, or abandoned by carrier without client instruction. Full refund of transport fees.
Proven temperature deviation with spoilage: Active refrigeration fails within Chain Wise control. Refund of reefer surcharge plus documented product value up to declared limit.
Wrong delivery address delivered: Chain Wise dispatcher error, not client-provided incorrect address. Full refund plus cost of recovery and re-delivery.
Service not rendered: Shipment booked, paid, but never picked up. 100% refund within five business days.
When Refunds Are Not Issued
Chain Wise Logistics does not issue refunds for:
Client-caused delays: Incorrect paperwork, unavailable consignee, refused delivery, customs holds due to incomplete declarations.
Acts of nature: Hurricanes, floods, blizzards, earthquakes, volcanic ash, or any weather event delaying transport.
Government actions: Border closures, new sanctions, port strikes, security holds, or regulatory seizures.
Third-party carrier bankruptcy: Chain Wise Logistics will re-book cargo at no additional charge but does not refund paid rates if a carrier fails financially mid-transit.
Change of mind: Client decides to cancel after shipment is already in transit. Re-routing fees apply. No transport refund for completed miles.
Minor delays: Delivery within 48 hours of original estimate. Freight moves in windows, not seconds.
Cancellation and Refund Timing
Cancellation before pickup: 100% refund. No penalty. No questions.
Cancellation after pickup but before first scan: 90% refund. Ten percent covers dispatch and documentation labor.
Cancellation after first scan (in transit): No refund of transport fees. Unused fuel surcharges are refunded at 50%.
Pet transport cancellation: 100% refund if canceled seven days prior. 50% refund if canceled 48–72 hours prior. No refund within 48 hours of scheduled pickup.
Returns (Cargo Going Back to Sender)
Chain Wise Logistics facilitates returns when a consignee refuses delivery, an address is incorrect, or a client requests re-routing.
Client-initiated return: Full return shipping rates apply. No refund of original outbound fees.
Chain Wise error return: Return shipping at no cost. Original outbound fees refunded 100%.
Consignee refusal return: Return shipping billed to either shipper or consignee per original contract terms. No outbound refund.
Undeliverable (no fault): Missing suite number, closed business, moved without forwarding. Return shipping billed to shipper. Outbound fees stand.
Return shipments receive the same tracking, chain-of-custody, and proof-of-delivery standards as outbound freight.
How to Request a Refund or Return
Log into Chain Wise Logistics dashboard.
Locate the shipment in question.
Click “Request Refund” or “Request Return” .
Attach any supporting evidence (photos, temperature logs, proof of delivery mismatches).
Submit. Response within two business days.
For urgent return requests (perishables, medical, time-sensitive): Call the 24/7 exception line listed in your shipment confirmation email. Do not rely on dashboard form alone.
Dispute Resolution
If a refund request is denied, clients may escalate:
Internal appeal: Request supervisor review via support@eurosenderlogistics.online. Responded within five business days.
Third-party mediation: Binding mediation at client’s request for disputes between $500 and $10,000. Chain Wise Logistics pays mediator fees if client prevails.
Arbitration or small claims: For disputes exceeding $10,000, binding arbitration per the Master Services Agreement. Small claims court remains available to individual pet transport clients at their election.
No refund dispute cancels Chain Wise Logistics’ right to collect unpaid legitimate invoices.
Chargeback Policy
Clients who file credit card chargebacks without first requesting a refund through the Chain Wise dashboard forfeit automatic refund eligibility. Chargebacks trigger account suspension and referral to collections for any legitimate unpaid freight bills. Chain Wise Logistics disputes all chargebacks filed for services that were delivered as contracted.
Damaged Goods (Not Lost)
Damage claims are handled separately from refunds. Refer to the Cargo Insurance and Claims Policy available in the client dashboard. In summary: Photograph damage before unloading. Note damage on proof of delivery. File claim within seven days. Chain Wise Logistics will not process damage claims through the refund request form.
Contact for Refund and Return Inquiries
Email: agent@eurosenderlogistics.online (allow two business days)
Phone: 24/7 exceptions line — provided in every shipment confirmation
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