REFUND, RETURN & CANCELLATION POLICY
CBP EXPRESS & LOGISTICS / BAGAS INC.
Door to Door Cargo Services & Market Place Services
1. Policy Scope
This policy applies to (a) cargo shipment services from Saudi Arabia to Malaysia , and (b) physical goods sold through our website or application to Malaysian pilgrims and customers.
2. Cargo Shipment Services
2.1 Cancellation:
- Cancellation requests must be submitted before collection. Once the shipment has been collected from your hotel/location, cancellation is not permitted.
- Valid cancellations (pre-collection) result in a full refund, processed within 14 days.
- Refunds are issued only in cases of (a) pre-collection cancellation, or (b) Company failure to collect due to Company error. Refunds exclude payment processing fees (1–3%).
- Refunds for delay-caused complaints or shipment loss are excluded (see Terms & Conditions, Liability Section 4).
- Refund processing: Credit/debit card refunds 7–14 days; bank transfer refunds 5–10 business days; mobile wallet refunds 2–5 days.
- Cargo shipment services are non-returnable. Once delivered, items belong to the recipient. The Company accepts no liability for items returned to us post-delivery.
- Orders for physical goods may be cancelled within 24 hours of purchase for a full refund, provided the item has not entered the fulfillment/packaging stage.
- Cancellation requests after 24 hours are subject to Company discretion; a 15% restocking fee may apply if the item has been prepared for shipment.
- Items may be returned within 7 calendar days of delivery if (a) unopened/unused, (b) in original packaging, and (c) returned via the Company's designated return process.
- Returned items must be in resalable condition. Items showing signs of use, damage from customer mishandling, or missing parts are not eligible for return.
- Return shipping is the customer’s responsibility; Company does not cover return shipping costs unless the return is due to Company error (wrong item, defective product).
- Valid returns result in a refund of the product cost only; shipping fees, customs duties, and service charges are non-refundable unless the return is caused by Company error.
- Refunds are issued within 14 days of return inspection and verification. Payment processing fees (1–3%) are deducted from refund amount.
- Customized, personalized, or made-to-order items are non-refundable and non-returnable.
- Items damaged due to customer mishandling, improper storage, or natural events (rain, heat) during customer possession are not refundable.
- Items seized by customs authorities are non-refundable; the Company assumes no responsibility for customs actions.
- If the Company sends the wrong item, fails to deliver, or delivers a defective/damaged product due to Company fault, a full refund or replacement will be issued at the Company’s discretion.
- Damage claims must be filed within 14 days of delivery with photographic evidence. Claims submitted after 14 days will not be considered.
- Submit refund/return requests via email (support@bagasihaji.com), WhatsApp, or in-app form within required timeframes (24 hours for cancellation, 7 days for returns, 14 days for damage claims).
- The Company will respond to all refund/return requests within 5 business days.
- Disputes shall be resolved per the Terms & Conditions, Section 8 (Dispute Resolution and Governing Law).
2.2 Refunds:
2.3 No Returns:
3. Physical Goods Sales
3.1 Cancellation:
3.2 Returns:
3.3 Refunds:
4. Exclusions & Non-Refundable Items
5. Special Cases & Company Error
6. Requesting Refunds/Returns & Dispute Resolution
7. Policy Modifications
The Company reserves the right to modify this policy at any time. Changes are effective upon posting to the website/application. Continued use of services indicates acceptance of the updated policy.
CBP EXPRESS & LOGISTICS / BAGAS INC. | Effective Date: April 2026