At Yonah Logistics, we are committed to providing reliable and timely logistics services. However, we understand there might be situations where a refund is necessary. This Refund Policy outlines the conditions and process for refunds related to our logistics services.

Eligibility for Refunds

Before Pick-up: Cancellations requested before the parcel has been picked up are eligible for a refund as long as the cancellation was submitted up to 48 hrs before the allocated pick-up time subject to any non-refundable fees (e.g., booking or processing fees).

After Pick-up before shipment: After the item has been picked up, cancellations may still be possible, but refund will be partial factoring in the processing and pick-up fees plus any non-refundable fees. Any return shipment costs will be the customer’s responsibility.

Refunds may be issued under the following circumstances:

Service Failures: If we fail to deliver your shipment on time as per the agreed-upon delivery window or if we fail to provide the agreed service, you may be eligible for a refund.

Damaged or Lost Goods: If your shipment arrives damaged or is confirmed as lost due to our fault or mishandling during transit, you may be eligible for a refund.

Incorrect Deliveries: If you receive an incorrect shipment or items that do not match the order, you may be entitled to a refund or replacement.

Refunds are not issued for reasons outside of the conditions above, including but not limited to:

Customer cancellation after the item has been shipped or in transit.

Delays caused by third-party carriers, customs, weather, or unforeseen events outside of our control.

Returns for personal reasons (e.g., change of mind, product dissatisfaction).

How to Request a Refund

To request a refund, please follow these steps:

Contact Customer Support: Reach out to our customer support team 48 hours before your chosen pick-up day & time. You can contact us via:

Phone: [Phone Number]

Email: support@yonahlogisitics.co.uk

Online Form: [Welcome to Yonah Logistics]

Please include the following information in your request:

Order Number or Tracking Number

Reason for requesting refund (e.g., damaged goods, late delivery, incorrect shipment)

Supporting documents (e.g., photographs of damaged goods, delivery receipt, tracking information)

Our team will review your request and respond with the next steps within 4 business days.

3. Refund Process

Refund Approval: Once your request is approved, we will process the refund within 10 business days. We may ask for additional documentation if needed.

Refund Method: Refunds will be issued to the original payment method used during booking. If the payment was made by credit card, the refund will be processed back to the same credit card.

Partial Refunds: In some cases, a partial refund may be issued depending on the nature of the issue. For example, if the item has already been picked up but not shipped, a partial refund or credit may be applied.

4. Delays in Processing Refunds

While we aim to process refunds as quickly as possible, please note that depending on the nature of the refund, the process may take up to 14 business days. For payments made via credit cards or third-party processors, it may take an additional 7 days for the refund to appear in your account.

5. Non-Refundable Charges

The following charges are non-refundable:

Booking Fees: Booking fees are typically non-refundable unless the booking was due to an error on our part.

Pick-up fee: In cases where the item has been picked up but not yet shipped, the pick-up fees will become non-refundable.

6. Lost or Damaged Shipments

Lost Shipments: If your shipment is confirmed as lost (after investigation with the carrier), you will be entitled to a refund or reshipment.

7. Customer Responsibility

It is the customer’s responsibility to ensure that the correct address and shipping details are provided at the time of booking. Incorrect information provided by the customer may affect the eligibility for a refund.

8. Refund Policy Exceptions

We reserve the right to modify, suspend, or cancel our refund policy at any time, at our discretion. Any updates will be communicated to customers through our website or via email.

9. Contact Us

For more information or to request a refund, please reach out to our Customer Support team:

Phone: 07405783854

Email: support@yonahlogisitics.co.uk