Refund and Cancellation Policy

1. Cancellation Policy

We understand that plans can change. If you need to cancel your shipment, please follow these guidelines:

• Cancellation Window: Cancellations can be requested before the parcel is dispatched or picked up by our courier team.
• How to Cancel: To cancel a booking, please contact our customer support team immediately via:
  • Email: info@offonexpress.in
  • Phone: 7021782616
• Cancellation Fees: If the cancellation request is made after the parcel has been dispatched, a cancellation fee may apply depending on the weight of the parcel. If the cancellation occurs before dispatch, no fee will be charged.
• Exceptions: If the shipment has already been picked up or is in transit, cancellation may not be possible. In such cases, please reach out to our customer support team for further assistance.

2. Refund Policy

We strive to provide the best service. If you are dissatisfied with your shipment experience, we may offer a refund under the following conditions:

• Eligibility for Refunds: Refunds may be provided in cases of:
  • Lost or damaged parcels (up to a maximum of ₹2000 as per courier partner).
  • Incorrect delivery (e.g., delivered to the wrong address).
• Partial Refunds: If your shipment was delayed or partially completed, a partial refund may be issued, based on the nature of the issue.
• How to Request a Refund: To request a refund, please contact our customer support team with the following details:
  • Tracking number
  • Proof of issue (e.g., photos of damaged goods, evidence of delay, etc.)
  • A brief description of the problem
• Refund Processing Time: Refunds will be processed within 5-10 business days from the receipt of your claim. The refund will be credited back to the original payment method used for the order or by bank transfer.
• Non-refundable Fees: Please note that certain fees (e.g., insurance, fuel surcharges) may not be refundable.

3. Shipping Insurance and Coverage

For additional peace of mind, we offer optional shipping insurance that covers the cost of lost or damaged goods during transit. If you opted for insurance, your parcel will be covered according to the terms of the policy. For claims related to insured shipments, please contact our support team for further guidance.

4. Disclaimers

• Force Majeure: Offon Express is not responsible for delays or cancellations due to circumstances beyond our control, such as severe weather, natural disasters, strikes, or other unforeseen events.
• Damage Claims: Claims for damages must be submitted within 24 hours after delivery. Claims submitted after this period may not be eligible for compensation.