Return & refund policy

Because we provide services (transport, customs and warehousing) rather than goods, "returns" do not apply in the usual retail sense. Refunds, service credits and cargo claims are handled as set out below.

1. Cancelling a booking before dispatch

You may cancel a booking before the cargo is collected and we will refund any pre-paid amounts in full, less any third-party costs already irrevocably incurred (for example, an airline rate that has already been issued under a non-refundable contract). We will tell you in writing what those costs are before processing the cancellation.

2. Cancelling after dispatch

Once cargo has been collected or handed to an asset partner, cancellation is rarely possible. We will, however, make best efforts to re-route the shipment back to origin or to a substitute destination at your cost. Third-party charges already incurred (such as ocean BL fees, customs entries, terminal handling) are not refundable.

3. Service failures

If we fail to perform a service in accordance with the agreed scope — for example, we miss a guaranteed pickup window or fail to file a customs declaration on time — and you suffer demonstrable additional cost as a result, you are entitled to one of the following remedies:

• Re-performance of the service at no charge.
• A credit against future Optiqra invoices equal to the value of the affected service.
• A refund of the corresponding portion of the invoice.

We choose the appropriate remedy in consultation with you. Claims under this clause must be raised within 30 days of the original service date.

4. Loss or damage to cargo

Claims for physical loss of or damage to cargo are subject to the limitations of liability set out in our terms and conditions and, where applicable, to international carriage conventions (Hague-Visby, Montreal Convention, CMR). To pursue a claim:

1. Note any visible damage on the delivery receipt at the time of delivery.
2. Notify us in writing within seven (7) days of delivery, attaching photographs and a description of the damage.
3. Provide the commercial invoice, packing list and proof of value of the affected cargo.
4. Where you have all-risk cargo insurance, also notify your insurer.

We will acknowledge the claim within five working days, investigate, and provide a written response within 30 days. Where the claim is accepted, payment is made within 14 days of acceptance.

5. Invoicing errors

If you believe an invoice has been issued in error — for example, double billed, charged for cargo we did not actually move, or with the wrong accessorial — notify our finance team at [email protected] within 60 days of the invoice date. We will investigate within five working days, issue a corrected invoice or credit note as appropriate, and process any refund within 14 days.

6. Warehousing service credits

For warehouse customers under a written SLA, we credit the affected service fee on any breach of an agreed KPI (for example, missed inbound putaway SLA, missed order cut-off, picking accuracy below 99.5%). The credit appears on the next monthly invoice.

7. Method of refund

Refunds are paid by bank transfer in MYR to the bank account from which the original payment was made. We do not pay refunds in cash or to third-party accounts.

8. Disputed cases

Where we and you cannot agree on the outcome of a claim, the dispute is referred to the dispute resolution provisions of our terms and conditions. We are also happy to mediate through the FMFF dispute service.

Questions about claims or refunds can be sent to [email protected].