1. Cancelling before a carrier accepts your shipment
You can cancel a shipment yourself at any point before a carrier accepts it. Open the shipment from your dashboard and choose Cancel.
If you had already paid, cancelling raises a refund request automatically — you do not need to contact us separately.
If you had not yet paid, nothing is owed and nothing is charged.
2. After a carrier has accepted it
Once a carrier accepts a shipment they begin arranging collection, so it can no longer be cancelled from your dashboard. Contact support@corelynxgroup.com with your tracking ID and we will review it individually.
3. How a refund is reviewed
Refund requests are reviewed by our finance team. Every request is either approved or declined, and you are notified either way — a declined request always comes with a reason.
Refunds are returned to the payment method you used. If your account is invoiced on billing terms, the amount is credited against your account instead of being paid out.
Refunds are processed manually, so please allow up to 10 working days from approval for the money to reach you.
4. Damage, loss or delay in transit
These are handled as insurance claims, not refunds, and follow a different process. Cover is based on the value you declared when booking.
5. Charges that are not refundable
Where a shipment has already been collected or is in transit, the carriage has been performed and the freight charge stands. Government taxes already remitted, and third-party costs already paid on your behalf, cannot be returned.
6. If you disagree with a decision
Email support@corelynxgroup.com with your tracking ID and we will look at it again. Nothing here limits any right you have under Nigerian consumer protection law.