Refund & Cancellation

Freight is a service that is consumed as it is performed, so what can be refunded depends entirely on how far the consignment has travelled. This is where the line falls.

Before a label is generated

An order still in Draft, Ready or On Hold can be cancelled by you at any time, in the portal, with no charge. Nothing has been committed to a carrier and nothing has been debited.

After booking, before pickup

Once an AWB is issued the booking exists with the carrier. We will request a cancellation and, where the carrier allows it, reverse the freight charge in full to your wallet. Some carriers levy a cancellation or documentation fee; where they do, that fee is deducted and shown on the reversing entry.

After pickup

Once a consignment is in the carrier's hands it cannot be cancelled. If it is subsequently returned to origin, return-to-origin charges apply and the outbound freight is not refundable.

Loss, damage and non-delivery

Raise a dispute from the order in the portal. We will pursue the claim with the carrier on your behalf. What is recoverable is the compensation available under that carrier's terms of carriage, plus a refund of the freight we charged. Claims must be raised promptly — carriers impose short windows, often 30 days from dispatch, and a late claim is usually refused outright.

Courier adjustments

A corrected weight, a return-to-origin charge, destination duties billed back on a DDP shipment, or another documented courier charge is posted to your wallet with the courier's evidence. You can dispute it from the order page within the window shown on the adjustment; a disputed adjustment is reviewed before it stands.

How refunds are made

• Refunds are credited to your ShipGoPick wallet as a reversing entry linked to the original debit. The ledger is append-only, so the original charge and its reversal both remain visible. A tax invoice already issued for the charge is corrected by a credit note.
• The wallet is a closed loop: balances cannot be transferred to another account and earn no interest.
• A wallet balance is paid out only by us, on request, to the bank account verified by your cancelled cheque, with a refund voucher. Top-ups made through the payment gateway may also be refunded to the original payment method, typically within 5–7 working days of approval.

Duties and taxes

Duties, taxes and import charges assessed at destination are levied by that country's authority, not by us. Where a consignment is refused and returned, those charges are generally not recoverable, and any that we have advanced on your behalf remain payable by you.

Anything unclear, or a case that does not fit the above? Write to admin@pgmdistributors.com and we will look at it on its facts. PGM Distributors would rather resolve a borderline case than win it.