Effective Date: March 12, 2026

Last Updated: March 12, 2026

This Refund & Compensation Policy applies to freight quotation, shipment coordination, freight forwarding, and related logistics services provided by BlueBridge International Logistics ("BlueBridge", "we", "our", or "us").

Important Notice: Because international logistics services involve third-party carriers, customs procedures, route conditions, cargo compliance requirements, and destination-specific operational factors, refunds and compensation are not automatic. All requests are reviewed on a case-by-case basis in accordance with applicable carrier rules, international transport conventions, service confirmations, and relevant laws and regulations.

1. General Principles

1.1 Nature of Service: BlueBridge provides B2B logistics and transportation services rather than retail consumer goods. Accordingly, this Policy is governed by international freight practices and industry standards and does not follow eCommerce-style "no reason return" rules.

1.2 Case-by-Case Review: Every refund or compensation request is subject to review. Submission of a request does not mean that the request is accepted.

1.3 Basis of Liability: Our responsibility depends on the actual carrier’s conditions, applicable international conventions, the service confirmation, and relevant laws and regulations.

2. Non-Refundable Situations

As a general rule, fees that have already been incurred or committed are not refundable, including but not limited to:

2.1 Booking and Operational Charges

• Booking fees used to reserve shipping space
• Carrier charges already incurred for air, sea, or land transportation
• Handling fees, operational fees, and documentation fees

2.2 Customs-Related Charges

• Duties, taxes, GST/VAT, or other government-imposed charges
• Customs inspection fees and examination fees
• Customs clearance service fees
• Customs penalties or fines

2.3 Storage and Handling Charges

• Storage fees and demurrage-related charges
• Cargo handling, loading, and unloading charges
• Packing or repacking costs

2.4 Charges Caused by Customer Actions or Omissions

• Costs arising from incorrect, incomplete, or false cargo information
• Charges caused by prohibited, restricted, or non-compliant goods
• Costs caused by delayed document submission, delayed payment, or delayed response by the customer
• Return charges caused by consignee refusal, failed contact, or refusal to pay duties and taxes

2.5 Government-Imposed Charges

• Any fees, taxes, penalties, inspection fees, or other charges imposed by government authorities

3. Refund Eligibility

3.1 A refund may be considered where:

• BlueBridge confirms in writing that the service cannot be provided before shipment dispatch and before any third-party cost has been incurred
• A duplicate payment has been made
• A billing error has occurred
• A service cancellation is approved by us before processing, booking, or operational costs are incurred

3.2 Any approved refund may be partial, depending on the actual costs already incurred.

4. Delays

4.1 Transit delays do not automatically entitle the customer to a refund or compensation.

4.2 Delays may result from factors including:

• Carrier flight or vessel changes or cancellations
• Port or airport congestion
• Customs clearance or customs inspections
• Regulatory restrictions
• Severe weather or natural disasters
• Strikes or labor disputes
• Peak season space shortages or roll-overs
• Local delivery disruptions
• Other force majeure events

4.3 If a delay is clearly and solely caused by BlueBridge’s direct operational error, we may review possible remedies on a reasonable case-by-case basis, subject to the applicable service arrangement. However, indirect losses caused solely by delay, such as loss of profit or business opportunity loss, are generally not compensable.

5. Cargo Loss, Damage, or Shortage

5.1 Any claim for cargo loss, damage, or shortage must be submitted in writing promptly and must include:

• Shipment reference number or bill of lading / airway bill number
• A detailed description of the issue
• Supporting photo or video evidence
• Proof of cargo value, such as commercial invoices or purchase records
• Delivery records or packaging evidence
• Any other documents reasonably requested by us

5.3 Failure to provide timely notice may affect the eligibility of the claim.

6. Packaging and Customer-Provided Information

6.1 BlueBridge is not responsible for loss or damage caused by:

• Improper, insufficient, or unsuitable packaging
• Fragile items that were not properly protected
• Incorrect or incomplete labeling
• Inherent defects or hidden defects in the goods
• Incorrect declared value
• Misdescription or non-disclosure of the cargo nature
• Restricted or prohibited items shipped without approval

6.2 In line with common international freight practice, where cargo is detained, seized, forfeited, destroyed, or fined due to inaccurate documents or false information provided by the customer, BlueBridge shall not be responsible.

7. Compensation Limits

7.1 Any compensation accepted by BlueBridge will be subject to:

• The terms applicable to the shipment concerned
• The relevant carrier’s conditions
• The actual direct loss proven by supporting documents
• Any limitation of liability imposed by law or contract
• Any declared value arrangement or cargo insurance arrangement, where applicable

7.2 International Transport Liability Benchmarks:

• International sea freight: Under common Hague-Visby benchmark rules, compensation limits are often approximately 2 SDR per kilogram or 666.67 SDR per package, subject to the applicable contract and legal framework.
• International air freight: Under widely adopted air carriage standards, compensation may be limited to approximately 22–25 SDR per kilogram, depending on the applicable convention, contract, and route.
• Undeclared-value cargo: Compensation may be limited under carrier conditions and may in some cases amount only to a multiple of the freight charges.

7.3 Recommendation: For high-value cargo, customers are strongly advised to purchase cargo insurance, as standard carrier liability is often significantly lower than the actual cargo value.

7.4 Exclusion of Indirect Loss: BlueBridge is not responsible for indirect or consequential loss, including but not limited to:

• Loss of profit
• Business interruption loss
• Market loss
• Delay penalties imposed by third parties
• Reputational damage

8. Customs, Seizure, and Regulatory Action

8.1 No refund or compensation will be provided for loss, delay, seizure, detention, destruction, or fines caused by:

• Customs action or customs requirements
• Regulatory enforcement
• Restricted or prohibited goods
• Misdeclared or non-compliant cargo
• Missing or inaccurate import/export documents
• Anti-dumping, countervailing duties, or other trade remedy measures
• Failure to collect cargo at destination or cargo abandonment by the consignee

9. Insurance Recommendation

9.1 Customers are strongly encouraged to purchase cargo insurance where shipment value or risk justifies it.

9.2 Unless expressly agreed in writing, BlueBridge does not guarantee that all cargo is automatically insured.

9.3 Cargo insurance premiums are often relatively modest compared with the actual cargo value and can help bridge the gap between standard carrier liability limits and the true commercial value of the goods.

9.4 If you would like assistance arranging cargo insurance, please contact our team.

10. Claim Review Process

10.1 All refund and compensation requests are subject to BlueBridge review. Submission of a request does not mean that the request is accepted.

10.2 We reserve the right to:

• Request additional documents or evidence
• Investigate with carriers, agents, or third parties
• Reject unsupported or non-compliant claims
• Apply carrier or contractual liability limits where applicable

10.3 Once our review is completed, we will notify you of the outcome in writing. If a claim is approved, any refund or compensation will be processed in accordance with the agreed method and timeline.

11. Contact Us for Claims

To submit a refund or compensation request, please contact:

BlueBridge International Logistics

Email: [email protected]

Phone / WhatsApp: +86 155 0440 1886

Address: Building D, No. 180 Yongjun Road, Yiwu, Jinhua, Zhejiang, China

Website: https://bluebridge-au.com/contact

Please include the following when submitting your request:

• Your shipment reference number or bill of lading / airway bill number
• A detailed description of the issue
• All supporting materials, including photos, videos, invoices, or records
• Your contact details