Policies & Terms
Transparency & Trust
Your Rights Protected
Learn about our refund policies for shipping, air freight, and logistics services
Important Shipping Terms & Conditions
Please review these essential guidelines before shipping your cargo with INGAWA AIRCARGO
Package Length Restrictions
For very long packages that cannot be cut short, for flight assurance, please ensure that the length is not longer than 3 meters. This ensures safe handling and compliance with aircraft cargo hold specifications.
Minimum Weight & Consolidation
Packages below 1kg will be charged as 1kg. We also offer consolidation service - we can collect your packages from different suppliers and ship them together to get charged a shared weight of all your packages. This can save you a lot of money.
Payment Before Shipping
Customers are required to pay the shipping cost before the goods get shipped. If the customer doesn't pay the cost, their goods won't be shipped. We accept multiple payment methods for your convenience.
Warehousing & Redirection Fees
After the goods have been delivered to our warehouse and we've given you feedback, if you want to take them to another shipping agent, we'll charge you warehousing fees + service fees for the handling and storage period.
Prohibited Items
All illegal goods such as weapons, fake guns (that look just like the real ones), drugs, adult toys, explosives, and other hazardous materials are strictly prohibited. Violation may result in legal action.
By using our services, you agree to comply with all terms and conditions. INGAWA AIRCARGO reserves the right to refuse shipment of any items that violate these terms.
Refund Policy for Service Fees
Refunds for service fees are allowed only under the following conditions:
Duplicate Payment
If a client is mistakenly charged twice for the same service, the duplicate amount will be refunded in full.
Service Not Performed
If INGAWA GROUP LIMITED fails to perform the agreed commission-based service (e.g., booking the flight or coordinating shipment), and the client does not receive the intended benefit, a full or partial refund may be issued.
Cancellation Before Service Execution
If a client cancels before booking/coordination has been executed, the Company will refund any unused portion of the service fee, minus administrative charges if applicable.
Non-Refundable Situations
Service fees are generally non-refundable when: the air transportation service has already been arranged, booked, or confirmed; the client provided prohibited goods; delays or losses occur due to airline actions; or the client cancels after the service has already been performed.
Refund Processing Timeline
Once a refund is approved: Processing time is 2-7 business days. Refunds are issued using the original method of payment. Clients will receive a written confirmation of the refund.
How to Request a Refund
Clients may submit refund requests through the following channels:
Required Information
- Client's full name/company name
- Invoice or transaction number
- Description of the issue
- Supporting documents (payment receipt, etc.)
INGAWA GROUP LIMITED reserves the right to amend this Return & Refund Policy at any time. Updates will be effective upon posting or client notification.