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Refund and Returns Policy

Effective Date: June 7, 2025

At The Light Express Logistic, we prioritize reliability, transparency, and customer satisfaction in every shipment we handle. This Refund and Returns Policy outlines the conditions under which you may be eligible for a refund or service credit, and how we manage returns in compliance with industry standards.

1. Service Refunds

Refunds may be considered in the following circumstances:

  • Shipment Not Collected or Delivered: If a confirmed shipment is not picked up or delivered due to an error on our part or a partnered carrier, a partial or full refund may be issued.

  • Duplicate Payments: Any duplicate transaction charges made in error will be promptly refunded after verification.

  • Cancellation Before Dispatch: If you cancel your shipment before pickup or processing, we may issue a refund minus any administrative or handling fees.

  • Service Downtime: If our platform or tracking system experiences prolonged downtime that directly impacts your shipment or logistics operations, we may offer service credit on a case-by-case basis.

Note: Refunds are not guaranteed in cases where delays were caused by weather, natural disasters, customs issues, recipient unavailability, or incomplete/incorrect documentation provided by the customer.

2. Return Shipments

Returns apply to physical goods being shipped under your instruction. We do not sell products directly but assist with logistics for client-owned goods. Our policy on returns is as follows:

  • Client-Initiated Returns: If a package must be returned to sender due to refusal, wrong address, or failed delivery attempts, return shipping costs will be borne by the client unless agreed otherwise.

  • Damaged or Mishandled Shipments: If a shipment was damaged in transit and verified under insurance or carrier fault, we will facilitate return processing and claim filing with the responsible party.

  • International Returns: For global freight, return processes may vary based on country-specific regulations, and additional customs duties may apply. All international returns must be arranged through our support team.

3. Refund Request Process

To request a refund:

  1. Contact us at support@thelightexpresslogistic.com within 7 business days of the issue.

  2. Include your tracking ID, invoice number, and a clear description of the issue.

  3. Attach any supporting documentation (e.g., photos of damage, email confirmations, payment receipts).

Our team will review your request within 5 business days and notify you of the outcome. Approved refunds will be processed to the original payment method or via direct bank transfer.

4. Exclusions

We do not offer refunds or compensation for:

  • Late delivery due to force majeure events (storms, strikes, etc.)

  • Delays caused by incorrect consignee information

  • Goods restricted or seized by customs or border control

  • Packaging damage with no impact on item integrity

  • Third-party courier issues not covered under our operational scope

5. Contact for Claims or Questions

For any questions about this policy, reach out to:

The Light Express Logistic
📧 Email: support@thelightexpresslogistic.com
📞 Phone: +1(919) 925 2370
🏢 Address: 3500 International Parkway, Atlanta, GA 30354, USA