Policies & Terms
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Learn about our refund policies for shipping, air freight, and logistics services
Important Shipping Terms & Conditions
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.
China Export Law
Dear customer, our job is to export your goods from China to the Democratic Republic of Congo. The Chinese government has the legal right to hold any goods destined for export for as long as it deems necessary, in order to carry out a thorough inspection before authorizing air shipment.
Key Facts
This does not happen frequently, but when the authorities decide to carry out an inspection, we have no choice but to comply with their directives. It is a government decision and they have full authority over it.
In the event of a hold, the inspection usually lasts about 7 business days, after which the goods are released if everything is in order. In rare cases, the authorities may decide to hold goods for up to one month. This happens very rarely (about four or five times a year), but it is important that you know this procedure exists and does not follow a fixed schedule. When the authorities order it, all affected shipments must remain on hold.
This regulation does not only concern China. In China, the Democratic Republic of Congo, and many other countries, inspection authorities have the right to hold any goods for export — even small ones — for several days in order to carry out the necessary checks to their full satisfaction.
If our goods are held by the Chinese inspection authorities, we do everything possible to expedite the process with the relevant departments so that the inspection is completed as quickly as possible. As soon as the goods are released, we immediately ship them on the next available flight to your destination.
Frequently Asked Questions
Rest assured — these are standard export protocols, and we are here to ensure that these procedures do not excessively delay your shipment. We will be happy to help you ship your goods quickly and safely!
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.