At COWPL, we aim to deliver professional, timely, and reliable freight forwarding services. This Return & Refund Policy explains how cancellations and refunds are managed if circumstances require a change to your confirmed freight booking.
This policy applies to all logistics services offered through our company, including air freight, sea freight, and customs-related services.
1. Service Cancellation
If you need to cancel a confirmed freight service, we request written notice at least 48 hours prior to the scheduled dispatch, documentation submission, or booking finalisation.
To cancel, please email info@cowpl.com with your service reference, full name, and reason for cancellation. This helps us process your request promptly and efficiently.
Cancellations received within the advised timeframe may be eligible for a partial or full refund, depending on the service stage and whether third-party bookings (e.g. carriers, port agents) have already been confirmed.
2. Non-Refundable Items
Some freight forwarding activities involve irreversible external coordination. As such, the following may be non-refundable once initiated:
Prepaid customs documentation processing
International air or sea freight booking fees
Port handling or clearance costs already incurred
Local courier pickup charges or consolidation services already rendered
These costs will be disclosed during the quotation or booking process and will only be charged if executed.
3. Refund Process
If a refund is approved, we will process it using the original method of payment unless otherwise agreed. Refunds may take between 5–10 business days, depending on banking and processing times.
We will notify you via email once the refund has been initiated.
All refund assessments are handled fairly, and each case is reviewed based on the progress and timing of your original request.
4. Delays Due to External Factors
We understand that freight services may face delays due to external factors such as weather, customs clearance, or third-party logistics schedules.
COWPL will always work to minimise such impacts, but refunds are not issued in cases where delivery delays occur beyond our operational control.
5. Requesting a Refund or Change
To request a change or refund, please contact our customer service team using the details below. We encourage clear and early communication to ensure the best possible outcome for your case.
When contacting us, please include:
Your full name and business (if applicable)
Booking reference or service ID
Description of the issue or reason for the request
Preferred resolution (cancellation, adjustment, etc.)
6. Policy Changes
This policy may be updated periodically to reflect changes in our services, pricing, or operational structure. Any updates will be published on this page with a revised effective date.
7. Contact Us
For questions about this Return & Refund Policy, or to make a formal cancellation or refund request, please contact:
COWPL
📍 15 Cam Ln, Annerley QLD 4103, Australia
📞 +61 7 3843 9201
📧 info@cowpl.com
We are committed to delivering freight forwarding solutions with transparency, care, and professional support every step of the way.