Refund Policy

At Mackay Shipment Ltd., we are committed to providing a reliable and transparent service. This Refund Policy outlines the terms under which customers may request a refund for services rendered through our website or directly via our support team.

Refunds are granted only under specific circumstances and in accordance with the conditions set out below. By using our services, you agree to the terms of this policy.

Eligibility for Refunds

Refunds may be issued in the following situations:

If the customer cancels an order before the shipment has been collected or processing has begun.
In the case of duplicate or erroneous payments made due to system error or user mistake.
If Mackay Shipment Ltd. is unable to fulfil the service as agreed due to our own fault.
Where a service was not provided at all and the customer received no benefit from the transaction.

Non-Refundable Cases

Refunds will not be issued in the following cases:

After the shipment has been dispatched or entered customs processing.
If delays are caused by third-party logistics providers, customs authorities, or force majeure (e.g., natural disasters, war, transport strikes).
If the customer provides inaccurate or incomplete information, resulting in processing failure or delays.
For services partially rendered, unless otherwise agreed in writing.

Request Process

To request a refund, the customer must submit a written request by email to within 7 calendar days of payment or the scheduled dispatch date, whichever comes first. The request must include:

Full name and contact information
Order number or shipping reference
Reason for the refund request
Supporting documentation (if applicable)

All refund requests will be reviewed within 5 business days. If approved, the refund will be processed to the original method of payment within 10 business days, depending on the payment processor’s timeframe.

Partial Refunds

In cases where services were only partially performed or costs already incurred (such as packaging, collection, storage, or documentation), a partial refund may be issued, minus the non-recoverable costs.

Disputes and Chargebacks

If a refund is initiated via a payment dispute or chargeback without first contacting us, we reserve the right to suspend further services and contest the claim. We encourage all customers to seek resolution directly through our support team before pursuing formal disputes with payment providers.

Policy Changes

Mackay Shipment Ltd. reserves the right to amend this Refund Policy at any time. Any updates will be posted on our website and will apply to future transactions.