PrimeRoute acts strictly as a logistics provider. We do not sell goods, and therefore, do not process standard e-commerce returns for products we did not ship. However, we provide "Reverse Logistics" or return shipping services for businesses that require products to be returned to their origin or a designated facility.

If a package is undeliverable due to an incorrect address, recipient refusal, or failure to clear customs, it will be categorized as a "Return to Sender" shipment. The original sender will be responsible for all associated return freight charges, duties, and administrative fees unless otherwise agreed.

Because our services consist of labor, space reservation, and active transport execution, shipping fees are generally non-refundable once the cargo has been dispatched from the origin facility.

• Cancellations Before Dispatch: Bookings cancelled at least 24 hours prior to scheduled pickup or vessel loading may be eligible for a full refund minus administrative booking fees.
• Cancellations After Dispatch: No refunds are provided once the journey has physically commenced.

A refund of the shipping cost is distinct from an insurance claim for damaged cargo. If goods are damaged or lost while in our care:

1. The recipient must clearly note the damage on the Proof of Delivery document at the exact time of delivery.
2. A formal written claim must be filed within 7 days of delivery containing photographs and value proof.
3. Compensation will be determined based on the declared value of the shipment and the level of insurance purchased (if any). If no additional insurance was purchased, liability is limited to standard international freight carrier limits based on weight, not value.

If you purchased an "Express Guaranteed" service and the shipment arrives significantly later than the contracted date due to our error, you may be eligible for a partial or full refund of the transportation charges. However, this does not apply to delays caused by "Force Majeure" events, including but not limited to: severe weather, customs inspections, border closures, pandemics, strikes, or civil unrest.

For any billing disputes or refund requests, clients must submit a written request to support@primeroute.com within 30 days of the invoice date. PrimeRoute aims to resolve all financial disputes within 14 business days.