Your World.
Our Network.

1. Payment Before Shipment

Full payment of the agreed shipment charges must be received and confirmed before dispatch. Unless a separate written agreement expressly states otherwise, shipments will not be dispatched on a payment-later basis.

• Prices and service arrangements should be confirmed before booking.
• Additional charges, including customs duties, taxes, storage or handling fees, are allocated according to the agreed booking terms.
• Payment does not guarantee a specific delivery date unless confirmed in writing.

2. Customer Cancellation

Cancellation requests should be submitted in writing as soon as possible. Available options depend on the stage of the shipment.

• Before a booking is confirmed or costs are committed, payments will be reviewed for a refund, subject to applicable law.
• Costs already incurred or non-recoverable third-party charges may be deducted where lawful and consistent with the agreed terms.
• Once goods have been collected, dispatched or handed over to a carrier, cancellation may no longer be possible.
• Return, redirection, storage or handling charges may apply to changes requested after arrangements have begun.

3. Refund Policy

Refund requests are assessed individually, taking account of the service booked, shipment stage, costs incurred, partner terms and applicable consumer rights.

• Approved refunds will normally be returned through the original payment method where practicable.
• We aim to process approved refunds within 5–10 business days. Banks or payment providers may take additional time.
• Charges for services already performed and costs that cannot be recovered may be excluded where lawful.
• If the agreed service cannot be provided, we will review the circumstances and explain any available refund, remedy or alternative.
• Nothing in this policy removes rights that cannot legally be excluded.

4. Delivery Times and Delays

Transit times are estimates unless a specific delivery commitment has been confirmed in writing. Delays may arise from customs inspections, weather, port congestion, carrier schedules or other circumstances outside our reasonable control.

We aim to communicate material updates received from our logistics partners. A delay does not automatically qualify for a refund; requests will be assessed under the agreed terms and applicable law.

5. Fragile and Valuable Goods Insurance

Customers are strongly advised to obtain suitable transit insurance for fragile, valuable, delicate or easily damaged goods before shipment.

• Examples include glassware, artwork, antiques, musical instruments, electronics and delicate equipment.
• Customers should accurately declare the nature and value of goods and use suitable protective packaging.
• Insurance is not automatically included unless confirmed in writing.
• Coverage, exclusions, excesses and claim requirements depend on the insurer and policy.
• Obtain written confirmation of any insurance arranged, including the insured value and relevant terms.

6. Damage, Loss and Claims

Customers should inspect delivered goods promptly and report visible damage, missing items or suspected loss as soon as possible.

• Provide your shipment reference, photographs and a description of the issue.
• Keep damaged items and original packaging where possible.
• Carrier and insurer claim deadlines may be short. Follow the relevant instructions and submit evidence promptly.
• Claims are subject to applicable contracts, insurance terms where relevant, evidence requirements and governing law.

7. Customs and Restricted Goods

International shipments may be subject to customs duties, taxes, inspections, permits and destination-country rules. Responsibility for applicable charges is determined by the quotation and booking terms.

Customers must provide accurate descriptions, declared values and required documents. Prohibited or restricted goods must not be shipped without the necessary authorisation.

8. Logistics Partners and Service Scope

Solvanta Logistics coordinates shipments through logistics partners. Providers, routes, handling arrangements and available services depend on the shipment and partner confirmation.

The booking confirmation should identify the agreed service and relevant terms. Responsibility for transport, loss, damage and delays depends on the applicable contract, each provider's role and governing law.

9. Changes to a Shipment

Requests to change a destination, delivery address, shipment contents or service should be made in writing as soon as possible. Changes are subject to operational feasibility and partner approval. Additional charges may apply.

10. Questions and Complaints

For questions about a quotation, cancellation, refund or shipment, contact us with your booking reference and a description of your concern. We aim to review concerns fairly and explain the next steps.

These policies do not override mandatory legal protections or rights that cannot lawfully be waived.