1. Shipment Cancellation

• Before Pickup/Dispatch: Customers may cancel their shipment within 2 hours from the time of booking. Refunds (less processing or cancellation charges) will be processed promptly.
• After Pickup/Dispatch: Once the shipment is picked up or handed over to a carrier (DHL, FedEx, UPS, etc.), cancellations are not permitted.

2. Damage, Loss, or Delay Claims

• Damage or Loss: If a parcel arrives damaged or is lost in transit, customers must notify us in writing within 3 working days of delivery or discovery.
• Investigation Process: We'll initiate an investigation with our logistics partners. If the claim is validated, a refund or replacement will be issued per the terms of the chosen shipping service and our liability policy.
• Delays: In the event of significant delays caused by us or the carrier, customers may request a partial or full refund, subject to:
  • Maximum liability being based on actual freight charges, except when higher value coverage was purchased.

3. Proof & Documentation

• For damage claims, customers should provide photographic evidence, the original packing list or invoice, and the courier tracking number.
• For missing or lost items, all available documentation related to the shipment must be submitted.

4. Processing Time & Method

• Approved refunds will be processed within 7 business days, via the original payment method or as a credit note (based on agreement).
• Any offsets due to declared value, extra insurance, or non-refundable service charges will be deducted.

5. Exclusions & Non-Refundable Situations

• Claims are not eligible if:
  • The issue—such as delays or damage—is caused by force majeure (natural disasters, customs delays, strikes, etc.).
  • The item was improperly packaged by the sender.
  • The customer fails to report the issue within the stipulated timeframes.

6. Contact and Escalation

• To initiate a claim, reach us at sales@legendxpress.com (HQ: 0421-4338986) or visit our branch at Tirupur, Tamil Nadu.
• Train staff to escalate unresolved or disputed claims to senior management.

7. Policy Updates

This policy may be revised over time. The latest version will always be available to customers upon request or on our website.