Refund Policy

Refund Policy

1. Service-Based Refunds: Refunds are provided according to the service definitions associated with the specific service selected at the time of payment. Please review your service details carefully.
2. How to Request a Refund: Refund claims can be made through writing, email, Live Help, or telephone. When submitting a refund request, please provide:
   • Your Ace Express Cargo reference number.
   • If related to a service failure, your parcel tracking number will also be required.
3. Exclusions: Refunds cannot be processed for any consequential losses.
4. Refund Method: If a refund is deemed appropriate, it will be issued to the original card or payment method used to book the transaction. Refunds can only be processed to the contracting party who placed the order.
5. Processing Time: Refunds will be processed through the same online payment method used initially. Please note that the process may take some time as all refunds undergo a verification process to ensure no collection occurred.
6. Timeframe for Refund Requests: You have up to 28 days from the date the order was placed to request a refund.
7. Shipment Cancellation: Please note that we do not accept shipment cancellations.

If you have any questions regarding this policy, please contact us before sending your parcel.