💰 Refund Policy
CIF EXPRESS USA - Fair and Transparent Refund Process
Refund Eligibility
Refunds may be issued in the following cases:
- Shipping damages or lost packages in transit from our Miami facility to the customer's final destination.
- Refunds will be calculated on the USD value of the invoice provided by the customer at the time of shipping, submitted through our online customer portal.
- Packages must be covered by shipping insurance for refund eligibility.
- Once a claim is made by the customer and a refund approved, the item for which the refund has been issued becomes the property of CIF EXPRESS USA and must be returned to the agent at the destination office for the refund to be issued.
Important: All packages must be insured and have proper invoice documentation for refund eligibility.
Conditions for Refund Approval
To be eligible for a refund:
- The customer must inspect all packages at the time of receipt at the destination counter or upon home delivery, if delivery is requested.
- Notification of damages MUST be given to the CIF EXPRESS USA agent at the counter or THE CIF EXPRESS agent delivery driver at the time the customer takes receipt of the package and the inspection in performed.
- Claims must be submitted promptly after inspection, with clear documentation and supporting evidence.
- The supplier invoice for the item/package the claim is being made for must have been uploaded via the CIF Express USA online portal at the time the package was actioned for shipping. The eligible amount refundable will be based on the value of the item/package on the supplier invoice submitted in the customer portal on our website WWW.CIFEXPRESSUSA.COM
- Upon approval of the claim the customer must return the package and its contents to the CIF EXPRESS USA destination agent's office to be able to receive a refund. If the package and items contents for whatever reason are no longer in the customer's possession or the customer does not return the package and its contents to the CIF EXPRESS USA destination agent's office at the time that the refund is to be issued the claim will become null and void and the customer will not be eligible for a refund for that claim.
Critical: Failure to return damaged items will void your refund claim completely.
Non-Refundable Situations
Refunds will not be issued under the following circumstances:
- Missing items due to supplier error, including items missing from repacked packages at the customer's request.
- Items not received at our Miami warehouse. Our services begin only upon receipt of the package at our Miami facility.
- Delays or non-receipt of packages from suppliers due to issues with third-party delivery services (e.g., courier, postal service).
- Delays in customs clearance for any reason, including:
- Customer's failure to submit required invoices
- Submission of incorrect or invalid invoices
- Acts of God, overbooking by our carriers, or any other circumstances beyond the control of CIF Express USA or its destination agents.
Remember: These situations are outside of CIF EXPRESS USA's control and therefore not eligible for refunds.
Inspection Requirement
All deliveries are considered final once received.
If the customer fails to inspect the package at the time of delivery or pickup, no claim for refund will be entertained at a later date.
This policy ensures transparency and helps address issues immediately upon delivery.
Inspection Checklist:
- Check package exterior for damages
- Open and inspect contents immediately
- Verify all items against your invoice
- Report any issues to the agent immediately
Lost Packages and Insurance
Refunds for lost packages in transit are only issued if the package is insured and the invoice was submitted at the time of shipment via the online portal.
We strongly advise all customers to insure their packages for coverage in case of loss.
Insurance Benefits:
- Full coverage for lost packages
- Protection against transit damages
- Peace of mind for valuable shipments
- Quick refund processing when claims are approved
Supplier Errors
If items are missing from your order due to supplier or merchant error, it is the customer's responsibility to contact the supplier directly.
CIF Express USA does not process claims related to supplier errors, whether or not repacking services were requested.
What to do if items are missing:
- Contact your supplier immediately
- Provide proof of purchase and expected items
- Request replacement or refund from supplier
- Keep documentation of all communications
Delivery Timelines and Expectations
Delivery times may vary based on:
- The service option selected at the time of shipment
- Customs processing
- Force majeure events (natural disasters, political instability, etc.)
Customers are encouraged to review our Delivery Policy for estimated timelines based on their selected service level.
Note: Delivery delays due to circumstances beyond our control are not eligible for refunds.
Contact Information
For questions, claims, or further clarification, please contact:
When contacting us, please include:
- Your tracking number
- Order details and invoice
- Clear description of the issue
- Photos of damages (if applicable)