REFUND POLICY AND CLAIMS PROCEDURE
Welcome to Bringo Express!
Bringo Express is committed to providing safe and reliable transportation service for all of our customers' goods. However, we understand that situations may occur where an item is lost or a delivery is not completed. In such cases, our refund policy and claims procedure are designed to ensure fair and transparent treatment for the customer.
1. REFUND ELIGIBILITY CONDITIONS
The customer may request a refund if the item is lost or missing at any time from the time the items have been delivered to our warehouse until prior to delivery to the final address provided. In order for the client to be eligible to request a refund, the following conditions must be met:
The customer must provide a valid tracking number confirming that the item was delivered to our warehouse on the date and time specified, and with the correct address format as it appears on our website.
A copy of the commercial invoice for the item must be provided, clearly showing the value of the good purchased and any other details relevant to the identification of the package.
The customer may initiate a refund request if more than 25 days have passed since the date the item was delivered to our warehouse and delivery to the final address has not occurred.
2. REFUND REQUEST PROCESS
If the customer meets the above conditions and wishes to proceed with the refund request, the following steps must be followed:
2.1. Formal Refund Request: The client should contact the Bringo Express customer service team through the channels provided (email, WhatsApp or form on the website).
The request must include:
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Shipment tracking number.
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Date and time of delivery to the Bringo Express warehouse.
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Commercial invoice for the item.
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Details of the claim, including any additional relevant information.
2.2. Case Verification and Analysis: Upon receipt of the claim, Bringo Express will proceed to verify the validity of the claim. This process involves reviewing tracking history, delivery records at our warehouse, and contacting our partners and parties involved in the logistics process.
2.3. Resolution Time: Bringo Express will take a maximum of 20 days to analyze the case, starting from the date the refund request is received. During this period, a thorough investigation will be conducted to determine the location of the item and the possible cause of the incident.
2.4. Communication of the Result: Upon completion of the verification process, the customer will be notified of the outcome of the claim:
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Approval of Refund: If the loss of the item during the period it was under our responsibility is confirmed, Bringo Express will proceed to issue the refund to the customer. The refund will include the declared value of the item as per the commercial invoice provided, plus any shipping fees paid to Bringo Express for shipping the item.
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Refund Denial: If the investigation concludes that there was no loss of the item while in the custody of Bringo Express, or if the loss was attributable to factors beyond our control (such as incorrect information provided by the customer), the refund request will be denied. In this case, the client will receive a detailed explanation of the reasons for rejection.
3. REFUND METHOD
If the refund request is approved, the refund will be processed using the same payment method originally used by the customer. In the event that this method is no longer available, Bringo Express will contact the client to arrange an alternative form of refund.
Estimated refund processing time may vary depending on the payment method, but generally funds will be credited within 5 to 10 business days once the refund is approved.
4. ADDITIONAL CONSIDERATIONS
Associated Costs and The Customer's Responsibility: Bringo Express will not be liable for lost or damaged items if it is determined that the cause of such loss or damage is attributable to an error on the part of the customer, such as providing an incorrect address, insufficient packaging prior to receipt at our warehouse, or prohibited items that should not have been shipped.
Items Not Covered by Refund Policy: Bringo Express will not process refund claims for items that are not eligible under our service policies, such as prohibited items, items held by customs authorities, or items whose declared value is false or fraudulent.
5. REFUND LIMITATIONS
Refund will be limited to the value declared on the commercial invoice for the item and shipping costs paid to Bringo Express. Bringo Express is not responsible for any other additional costs the customer may have incurred, such as local taxes, customs fees, insurance costs or other indirect expenses.
6. CONTACT US
If you have any questions or concerns about this refund policy, please contact us using the contact information below:
Bringo Express.
Phone: +243 819 407877
Email: partners@bringoexpress.com