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Skyforma.
Legal

Returns & Refund Policy

Skyforma is a logistics services provider — we move cargo, we don't sell goods. This policy explains how we handle service-level claims, refunds and recovery of costs where something doesn't go to plan.

1. Scope

This policy covers refunds and adjustments for the services Skyforma provides: domestic freight, international shipping, warehousing, express delivery and brokerage. It is not a product return policy — we do not sell physical products from this website.

2. When a refund applies

A refund or credit may be due where:

  • A service we charged for was not delivered, in whole or in substantial part.
  • A duplicate invoice has been raised in error.
  • A surcharge has been billed that was not in the original written quotation and cannot be substantiated.
  • Stored goods could not be released within five business days of the Customer's release instruction, due to our fault.

3. When a refund does not apply

Refunds are not issued where:

  • The service was delivered as described and quoted, but the Customer wishes they had not bought it.
  • Delay or non-performance was caused by the Customer, by a third party (carrier, customs authority, port operator), or by force majeure.
  • The claim is brought more than 14 days after the relevant event, unless we agree in writing that a longer window applies.
  • Loss or damage to cargo is being claimed — see section 5 below.

4. How to make a claim

Send a written claim to [email protected] within 14 days of the event. Please include:

  • The shipment reference or invoice number.
  • A short description of what went wrong.
  • Any supporting evidence: photos, POD, weighbridge slip, customs entry, email exchange.

We acknowledge claims within two business days and aim to resolve them within ten business days. Complex claims involving carriers or customs may take longer; we keep you updated.

5. Cargo loss or damage

Claims for cargo loss or damage are handled under section 6 (Limitation of liability) of our standard terms and conditions, and under any applicable carrier or marine insurance terms. Recovery is typically pursued through our cargo insurance, and we ask Customers to:

  • Note any visible damage on the POD at the point of delivery.
  • Notify Skyforma in writing within 24 hours of delivery for hidden damage.
  • Provide commercial invoice, packing list and photographs to support the claim.

6. Refund mechanics

Approved refunds are issued by the original payment method — bank transfer for invoiced clients, card refund for any card payments. Refunds normally land within five business days of approval.

7. Escalation

If you are not happy with the outcome of a claim, ask for it to be escalated to a director. The director will respond within ten business days. If the matter remains unresolved, you retain all rights under Malaysian law to seek independent remedy.

Last updated: 5 May 2026.