Send Air Global
Refund & Dispute Policy | Send Air Global
Send Air Global — Legal

Refund & Dispute Policy

This policy explains when refunds may be available and how we handle disputes for orders placed with Send Air Global.

1. General Principles

Our services involve purchasing, handling, and shipping physical goods internationally. Once we have purchased items on your behalf or shipped your package, many costs become non-refundable. This policy explains:

  • When you may be eligible for a refund
  • When fees and payments are non-refundable
  • How to report an issue or dispute

This Refund & Dispute Policy should be read together with our Terms & Conditions, Privacy Policy, and any other applicable service guidelines on our website.

2. Buy For Me Orders

2.1 Before We Purchase Your Items

If you wish to cancel a Buy For Me request before we have purchased any items:

  • If no payment has been made yet, we simply close the request.
  • If you have already paid, and we have not made any purchases, we will usually refund you the full amount minus any non-refundable payment gateway, bank, or foreign exchange charges.

2.2 After We Purchase Your Items

Once we purchase items on your behalf, certain costs are generally non-refundable:

  • The product cost and applicable US taxes are usually non-refundable, unless the seller issues a refund to us under their own policy.
  • Our service fees for purchasing, handling, and US warehouse processing are non-refundable once services have been performed.
  • Shipping charges may be adjusted based on final weight or volume, but are not fully refundable once shipping is booked or performed, except if a clear error is caused by us.

2.3 If the Seller Cancels or Fails to Deliver

  • If a US seller cancels the order or issues a refund to us, we will pass the refund amount to you after deducting any bank, foreign exchange, or payment processing costs.
  • If a seller fails to deliver or sends the wrong item, we can assist you in contacting the seller or marketplace, but we cannot guarantee outcomes. Any final decision on refund, replacement, or credit is made by the seller or marketplace.

3. Ship For Me / Forwarding Orders

For Ship For Me orders where you purchase items and ship them to our US warehouse:

  • We are not responsible if a seller fails to deliver items to our warehouse or sends incorrect or defective items.
  • Our fees for handling, repacking, consolidation, and forwarding are generally non-refundable once services have been performed.
  • If you decide not to ship items onward to Bangladesh, storage and return-to-sender costs (if possible) will be your responsibility.

4. Shipping Fees & Weight Adjustments

Shipping quotes are often based on estimated weight and volume. Final charges may change after actual weighing and repacking at our warehouse.

  • If the final charge is less than the amount you pre-paid, we will credit or refund the difference after deducting any applicable transaction fees.
  • If the final charge is higher, you must pay the difference before your shipment is dispatched or released.
  • Shipping fees are not refundable once a shipment has been dispatched, except where a clear error is caused by us (for example, billing the wrong weight).

5. Damaged, Missing, or Lost Items

If items are damaged or missing when you receive your shipment:

  • You must notify us within 3 days of delivery so that we can investigate promptly.
  • You must provide clear photos of the outer box, inner packaging, shipping labels, and any damaged items.
  • We may request additional documentation, such as invoices or product details, for investigation.

We will review each case and, where possible, assist you in making a claim with our carrier or insurance (if applicable). Any compensation is subject to:

  • The carrier’s terms and limits of liability
  • Our Terms & Conditions and any declared value or insurance option you selected

Our total liability is limited as described in our Terms & Conditions and any applicable insurance or coverage policies.

6. Customs Issues & Confiscation

Customs authorities in Bangladesh or transit countries may inspect, delay, or confiscate shipments. This can happen due to:

  • Prohibited or restricted items
  • Incorrect or incomplete declarations by you or the seller
  • Random inspections or regulatory checks

Customs duties, taxes, and penalties are your responsibility unless expressly agreed otherwise in writing. If goods are confiscated, destroyed, or returned by customs due to regulatory reasons, we are not able to refund the value of the goods or shipping fees.

7. Non-Delivery & Address Issues

A shipment may be marked as undeliverable in situations such as:

  • Incorrect or incomplete address provided by you
  • Recipient not available or refusing delivery
  • Failure to pay duties, taxes, or other charges required for release

Any return shipping, re-delivery, or storage fees will be your responsibility. In some cases, carriers may dispose of undeliverable items; in such situations, refunds are not possible.

8. Dispute Resolution Process

If you have a complaint or dispute about a payment, order, or shipment, we encourage you to contact us directly so we can review and resolve the issue where possible.

  1. Contact Us First: Email or WhatsApp us with your order or tracking number and a clear description of the issue.
  2. Provide Evidence: Send photos, screenshots, invoices, and any relevant documents that can help us understand the situation.
  3. Internal Review: We will investigate and respond within a reasonable timeframe, usually within 5–7 business days, depending on the complexity of the case.
  4. Proposed Resolution: Where appropriate, we may offer partial refunds, shipping credits, re-shipments, or other solutions in line with this policy and our Terms & Conditions.

Working with us directly often allows issues to be resolved more quickly and clearly than through external dispute processes.

9. Chargebacks & Payment Disputes

You may have the right to dispute a payment with your bank or payment provider (for example, your card issuer or digital wallet provider). If you are considering a chargeback, we encourage you to contact us first so we can review your case and, where appropriate, offer a resolution.

If a chargeback or payment dispute is initiated:

  • We may temporarily suspend processing of new shipments or services on your account until the dispute is resolved.
  • We may provide documentation to the payment provider (such as order details, tracking, and communication history) to demonstrate the services that were performed.
  • If the dispute is resolved in our favor, you may remain responsible for the original charge and any associated fees charged to us by the payment provider.

This section does not affect any rights you may have under applicable law or with your payment provider.

10. Exceptions & Special Cases

In rare cases (for example, clear operational errors by us), we may offer refunds, credits, or other adjustments outside the general rules described in this policy. Such decisions are made on a case-by-case basis at our sole discretion and do not create an ongoing obligation or precedent.

11. Policy Changes

We may update this Refund & Dispute Policy from time to time to reflect changes in our services, operational practices, or legal requirements. The most current version will always be available on this page with a revised “Last updated” date.

12. Contact Information

If you have any questions about this Refund & Dispute Policy, or if you would like to request a review of a payment or shipment, you can contact us at: