1. Eligibility

Refunds are considered when a paid service was not delivered as described or when a clear error occurred on our side.

Requests must be submitted within a reasonable time after the issue occurs and include enough detail for our team to review what happened.

2. How to Request a Refund

To request a refund, contact our support team and include your full name, order or shipment reference, and a brief description of the issue.

Our team will review your request and may ask for additional documentation such as receipts, photos, or delivery confirmations to complete the evaluation.

We aim to respond to refund requests within 3–5 business days, depending on volume and the complexity of the case.

3. Exclusions & Limitations

Some services may be non-refundable where costs have already been incurred on your behalf, such as customs duties, government fees, or completed third-party services.

Refunds are not provided for issues outside our reasonable control, including customs decisions, regulatory inspections, or situations resulting from incorrect information provided by the customer.

4. Refund Methods & Timing

Approved refunds are generally issued to the original payment method used for the transaction, unless a different arrangement is agreed with you in writing.

Once processed, it may take several business days for the refund to appear on your account depending on your bank or payment provider.

In some cases, we may offer a credit toward future services instead of a direct refund, where appropriate and agreed with you.

5. Contact

Questions about a refund? Email info@fhlgo.com