Refund Policy

1. Overview

This Refund Policy explains when fees and payments made to ShipEgy are eligible for a refund. It applies to service fees, shipping payments, and Buy For Me orders.

2. Service Fees That Are Non-Refundable Once Performed

Fees for services that have already been completed — such as consolidation, repacking, or an inspection that has already taken place — are non-refundable, since the work has already been done.

3. Shipping Payments Before Carrier Pickup

If you cancel a shipment after paying but before it has been handed to the carrier, the shipping charge is refunded to your wallet balance, minus any label or processing costs already incurred.

4. Shipping Payments After Carrier Pickup

Once a shipment has been collected by DHL or FedEx, the shipping payment is no longer refundable by ShipEgy, since the carrier has already been paid to transport the package. Loss or damage in transit is instead handled under our Claims Policy.

5. Buy For Me Order Cancellations

If an item cannot be purchased after you have paid for a Buy For Me order — for example, because it becomes unavailable — the affected amount is refunded to your wallet or original payment method. Once an item has been purchased on your behalf, the purchase itself follows the originating store's own return policy, where applicable.

6. Wallet Balance Refunds

Unused wallet balance can be requested back to your original payment method by contacting support, subject to identity verification and any applicable payment processor fees.

7. Failed or Duplicate Payments

If a payment fails to process correctly or is charged more than once due to a technical error, the duplicate or erroneous amount will be refunded promptly once identified.

8. How to Request a Refund

Refund requests can be submitted through your dashboard on the relevant order or shipment, or through our Contact page. Please include the order or shipment reference to speed up review.

9. Processing Time

Approved refunds to your ShipEgy wallet are typically applied within 1–2 business days. Refunds to an original payment method may take longer depending on your bank or payment provider.