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Return & Refund Policy
Last updated 14 March 2026. Freight forwarding is a service business rather than a goods sale, but our customers ask sensible questions about refunds when bookings change or when a service falls short. This page sets out how we handle those situations.
1. Scope
This policy applies to invoices issued by BlazeKit Freight Sdn Bhd for freight forwarding, customs brokerage, warehousing and ancillary logistics services. It supplements clause 7 (Cancellation) of our Terms & Conditions and the liability framework in clause 6 of the same document.
2. Refunds on cancellation
If you cancel a booking before any external cost has been incurred on your behalf, we will refund any deposit in full within ten working days. If costs have already been incurred — for example, slot deposits with an airline, charter mobilisation fees, terminal handling pre-payments, or permits already lodged — we will refund the balance net of those pass-through costs and our reasonable administrative fee, supported by the relevant carrier or authority invoice.
3. Refunds for unused services
Occasionally a service is paid for in advance but not used — for instance, a charter is stood down at the last minute, or a warehouse is vacated mid-month. In those cases we will pro-rate the unused element of the invoice and refund the difference, retaining only confirmed third-party costs and our administrative fee.
4. Service quality adjustments
Where a service falls short of what we committed to deliver and the shortfall is our responsibility, we will adjust the invoice through a credit note rather than a cash refund unless cash is required by you. Typical situations include a missed cut-off on a confirmed booking, a customs declaration submitted with an error that caused a delay, or an incorrect rate applied.
Service quality adjustments are agreed within fifteen working days of you raising the issue with the operations desk. Credit notes are usable against any future invoice and do not expire.
5. Cargo claims
Loss or damage to cargo is handled under the cargo claim framework set out in clause 6 of our Terms & Conditions. This is separate from refunds against the freight invoice. Recovery of loss or damage is principally a matter for the cargo insurer; we will assist with documentation, surveyor liaison and recovery action against carriers and terminals.
6. How to request a refund or adjustment
To request a refund or adjustment, email [email protected] with the booking reference, the invoice number, a short description of the issue and any supporting paperwork. A senior coordinator acknowledges every request within one working day and aims to close it within ten working days.
7. Method of refund
Refunds are made to the original method of payment. Where the original payment was made by foreign bank transfer, exchange-rate variances and intermediary bank charges are deducted from the amount refunded, supported by the relevant bank statement.
8. Disputes
If we cannot agree on the appropriate refund or adjustment, the dispute resolution framework in clause 10 of our Terms & Conditions applies. Most matters are resolved at coordinator and branch lead level within a single conversation.
9. Contact
For any question on this policy please write to [email protected] or call our finance desk on +60 3-7611 4820 during business hours.