Refund policy

RDW Freight Express — Returns, Cancellations & Warehouse Claims Policy

Last updated: October 28, 2026

Because RDW Freight Express operates as an international parcel forwarding service (transporting goods purchased from US and UK merchants to your final doorstep), standard retail merchandise returns back to merchants or between international borders are not managed directly by our forwarding service. However, we handle warehouse discrepancies, damages, and dispatch cancellations under the terms below.

1. Inbound Warehouse Discrepancies & Damaged Items

  • Inspection Upon Arrival: When your items are delivered by online merchants to our US or UK warehouses, our team logs them into your portal.

  • Damaged or Incorrect Items: If a merchant delivers an item that is visibly damaged, defective, or incorrect to our warehouse, we will notify you via your customer account portal.

  • Merchant Returns: If you need to return an item back to the original online merchant (e.g., Amazon, eBay, or a US retailer) before it is shipped internationally, you must coordinate the return label and merchant instructions with our support team. You are responsible for any merchant-required return shipping costs to send the item back domestically within the US/UK.

2. Forwarding Dispatches & Order Cancellations

  • Pre-Dispatch Cancellations: You may cancel your international shipping and forwarding request at any time before your package has been processed, paid for, and dispatched from our warehouse.

  • Non-Cancellable Shipments: Once your package has been paid for, cleared for export, and handed over to the international air carrier, forwarding requests cannot be cancelled, recalled, or intercepted.

3. International Refunds (Prepaid Shipping & Duties)

  • Approved Cancellations: If you cancel a forwarding request before dispatch, any prepaid international shipping costs, duties, or VAT collected will be refunded to your original payment method.

  • Processing Time: Refunds are processed promptly, though please allow standard banking timeframes for your payment provider to post the funds.

  • Non-Refundable Fees: Once a package has successfully cleared export from our warehouse and entered international transit, shipping, handling, and customs processing fees are strictly non-refundable.

4. Lost or Damaged Shipments in International Transit

  • If your consolidated package is lost or arrives severely damaged due to international transit carriers, you must notify us immediately. We will open an official investigation and assist you through the carrier claims process.

5. Contact Us

  • If you have questions regarding an inbound warehouse item, need help organizing a domestic merchant return, or wish to cancel a forwarding dispatch, please contact our team at rdwfreightexpress@gmail.com.