REFUND & RETURN POLICY – 90S CARGO
1. Introduction
This Refund & Return Policy is established to regulate the rights and obligations of both 90S Cargo and its customers with respect to refunds, compensation, and returns of shipments. Our company is committed to operating in line with international freight conventions (Montreal for air transport, Hague-Visby for sea freight, CMR for road freight) as well as Vietnamese law.
We recognize that despite strict operational standards, delays, losses, or damages may occur. This policy therefore outlines in detail when refunds may be granted, under what conditions returns are accepted, and what limitations apply.
2. General Principles
- Refunds will only be considered where there is clear evidence of error or service failure attributable to 90S Cargo or its appointed carriers.
2. Refunds are not automatic and require the customer to submit a formal claim within the timeframes stated in this policy.
3. Compensation for loss or damage is subject to international liability limits, unless the shipper has purchased additional insurance.
4. Customers must cooperate by providing complete and accurate information about their shipments. False declarations or missing documentation may void any claim.
3. Eligible Refund Cases
– Failure of Service Commitment: If a shipment booked under a time-definite service is not delivered within the agreed timeframe and the delay is solely due to our operational fault.
– Loss of Shipment: If a package, pallet, or container is confirmed lost after investigation.
– Damage During Transit: If goods arrive in a damaged condition as a direct result of mishandling by 90S Cargo or its contracted partners.
– Billing Errors: If the customer has been overcharged, billed twice, or charged fees that do not correspond to the agreed service.
4. Non-Refundable Cases
– Shipments delayed due to customs clearance, quarantine inspections, strikes, or public holidays.
– Incorrect or incomplete address or consignee details provided by the shipper.
– Goods that deteriorate naturally, including perishables such as fruits, flowers, frozen foods, unless special arrangements were purchased.
– Shipments containing restricted or prohibited items that are seized or destroyed by customs or authorities.
– Any event of force majeure such as natural disasters, wars, pandemics, or political unrest.
– Shipments booked under discounted promotions or free-of-charge services.
5. Refund and Claims Procedure
- Submission of Claim: A written claim must be sent to claims@90scargo.com within:
– 7 calendar days of delivery for damaged shipments.
– 14 calendar days of expected delivery date for undelivered shipments.
– 30 calendar days for billing disputes.
2. Documentation Required:
– Air Waybill (AWB), Bill of Lading (B/L), or tracking number.
– Commercial invoice or proof of shipment value.
– Payment receipt.
– Photographs of damaged goods and packaging (if relevant).
– Customs clearance documents (where applicable).
3. Acknowledgement: 90S Cargo will acknowledge receipt of the claim within 48 hours.
4. Investigation: Our Claims Department will conduct a full investigation. The investigation normally takes 7 to 15 working days, but may extend up to 30 days for complex cases.
5. Decision and Payment: If approved, the refund will be processed within 7 to 14 working days using the same payment method originally used.
6. Liability and Compensation Limits
Unless additional insurance has been purchased, compensation will be strictly limited to:
– Air Freight: 20 USD per kilogram (Montreal Convention).
– Sea Freight: 500 USD per package or container (Hague-Visby Rules).
– Road Freight: 8.33 SDR per kilogram (CMR Convention).
– Warehouse Loss: Limited to the declared value of the goods under storage.
Compensation will never exceed the declared value of the goods and will not cover indirect or consequential losses such as lost profits, lost business opportunities, or contractual penalties.
7. Insurance
Customers are strongly advised to purchase cargo insurance at the time of booking for full protection. Insurance policies may cover total loss, partial damage, theft, and risks beyond the liability limits stated above. Without insurance, recovery will be restricted to the international liability limits only.
8. Returns Handling
– If a shipment must be returned to the shipper due to incorrect address, consignee refusal, or customs prohibition, the cost of return will be borne by the customer unless the error was caused by 90S Cargo.
– Return shipping charges, duties, and customs fees are non-refundable.
– Damaged goods may only be returned after documentation and inspection have been completed.
9. Escalation Process
If a customer is not satisfied with the resolution of a claim:
1. Written appeal to the Claims Manager.
2. Escalation to the Customer Relations Director for independent review.
3. If unresolved, referral to arbitration under the Vietnam International Arbitration Center (VIAC).
4. Final resolution in accordance with Vietnamese law and applicable international conventions.
10. Case Examples
Case A (Damaged Shipment): A 100kg consignment of electronics worth USD 50,000 arrives with 10% broken. Liability under Montreal rules is capped at USD 2,000. If insurance purchased, full USD 5,000 covered.
Case B (Lost Container at Sea): A 40ft container worth USD 100,000 lost at sea. Under Hague-Visby, refund capped at USD 500. Without insurance, recovery limited.
Case C (Late Express Shipment): Medical supplies promised in 48h arrive in 120h. Service guarantee applies → full freight USD 3,000 refunded.
11. Governing Law
This policy is governed by the laws of Vietnam. In international cases, relevant conventions (Montreal, Hague-Visby, CMR) shall prevail. Disputes resolved through arbitration at VIAC unless otherwise agreed.
12. Contact Information
Claims Department: claims@90scargo.com
General Support: support@90scargo.com
Hotline: +84 925 424 242
Head Office: 585/12/18 National Highway 13, Ho Chi Minh City, Vietnam