Shipping & Refund Policy

1. Scope of this Policy

This Shipping & Refund Policy applies to quotations, samples, customised corporate gift sets, bulk merchandise, branded packaging, printed inserts, distributed delivery services and related fulfilment services supplied by TRADEBZ PTE. LTD. through tradebz.asia or through direct commercial correspondence. It should be read together with our Terms & Conditions, Privacy Policy, quotation, invoice, purchase-order acknowledgement and any written order-specific schedule that we issue.

The goods and services we provide are commonly tailored to a corporate customer's specific campaign, event, brand, logo, colour preference, recipient group, timetable, purchase-order process and delivery instructions. For that reason, ordinary consumer-style return expectations are not always compatible with the actual character of a custom B2B production run. A bottle bearing your logo, an umbrella sleeve printed with your event name, a notebook debossed for a team launch, or 600 boxed onboarding kits packed against a recipient list cannot usually be returned to generic stock merely because the customer changes preference after approval.

Nothing in this Policy excludes rights that cannot lawfully be excluded under applicable law. Where a mandatory rule gives you a non-waivable remedy, that rule prevails. Where the law permits commercial parties to agree practical limits for customised goods, project timing, inspection procedures and refund eligibility, this Policy records those limits in detail so that customers, payment processors, banks and dispute reviewers can understand the basis on which refunds, replacements, delivery issues and chargebacks will be assessed.

2. Quotations, order acceptance and project formation

A website price, catalogue price, market-rate baseline, calculator estimate or email estimate is indicative unless expressly stated to be a final binding quotation. Final pricing may depend on quantity, colour, stock availability, decoration method, artwork complexity, print positions, packaging, inserts, courier destination, split-shipment count, GST, duties, rush handling, foreign exchange, supplier confirmation and the date on which you approve the order. Because the corporate-gifts market moves through multiple suppliers and production queues, a quote may expire, require reconfirmation or become unavailable if not accepted within the stated validity period.

An order is not accepted merely because you have sent an enquiry, clicked a product card, completed an email form, asked for a mock-up, discussed a preferred item, requested an invoice draft or told us that internal approval is likely. Unless we expressly agree otherwise in writing, an order is accepted when we confirm acceptance after receiving all items we require for the relevant project stage, which may include a signed quote, purchase order, deposit, full payment, billing details, delivery details, artwork files, production approval and any required compliance information.

Once an order is accepted, the customer is responsible for ensuring that the approved item, SKU, quantity, colour, logo, artwork, text, delivery address, recipient list, event date, billing entity and other order details are accurate. We may assist with checks, but the commercial burden of final approval rests with the customer. If customer-approved artwork contains a spelling error, outdated event name, incorrect department name, inaccurate QR code, obsolete telephone number, incorrect address, wrong colour reference or other customer-controlled error, production in accordance with that approval will not constitute a manufacturing defect merely because the error is later discovered or regretted.

3. Production timing and lead times

Lead times stated on the website or in a quote are estimates unless expressly described as a guaranteed delivery commitment. Typical stock-item projects with simple logo application may ship in approximately 7 to 14 business days after approval. Custom packaging, imported SKUs, non-standard colours, complex print methods, multiple split shipments, sample rounds, high-volume orders, holiday periods, payment delays, incomplete artwork, failed proof approvals or courier constraints may extend lead times.

Production timing generally begins only after the later of order acceptance, payment or deposit clearance, final artwork approval, final product specification approval, confirmation of recipient or delivery data, and satisfaction of any compliance or fraud-review checks. A production period stated by reference to days, business days or weeks shall not be measured from an initial enquiry where required artwork, purchase order information, recipient data, cleared payment, product approvals or delivery instructions are supplied later or are supplied in incomplete, inconsistent or unusable form.

Where a hard event date applies, you must tell us before ordering. We may decline an order, propose alternatives, require rush fees, recommend in-stock substitutes, split delivery, limit customisation or otherwise alter the project to reduce timing risk. We are not liable for delay caused by incomplete customer information, late approvals, late payment, rejected artwork, supplier shortage, customs delay, courier interruption, weather, force majeure, platform outage, payment review, fraud hold or circumstances outside our reasonable control.

4. Delivery methods, addresses and split shipments

Delivery may be made by courier, freight provider, local dispatch, collection, direct-to-office delivery, event-venue delivery, warehouse-to-warehouse movement, drop shipment to individual recipients, or such other method as we consider commercially reasonable for the order. We may use third-party logistics providers and courier networks. Delivery fees may be quoted separately, included in the item price, estimated pending final address confirmation or adjusted where the final delivery requirements differ from the information used to prepare the quote.

For single-location delivery, the customer must provide an accurate address, contact name, telephone number, delivery window, loading-bay restrictions, floor or unit number, security instructions and any site-access details required to complete delivery. For multi-address delivery, the customer must provide recipient data in the requested format, verify that recipients may be contacted by the courier where necessary, and ensure that addresses are complete, current, deliverable, internally authorised, free of obsolete information and sufficiently clear for a third-party logistics provider to complete delivery without relying on undisclosed customer knowledge.

Where split delivery is requested, fees may apply for packing, labelling, fulfilment handling, courier charges, re-delivery, address correction, overseas shipping, customs paperwork or returned parcels. If a parcel is returned because the recipient is unavailable, the address is wrong, the recipient refuses delivery, customs information is insufficient, duties are unpaid, building access is denied or delivery is otherwise frustrated by circumstances not caused by us, the customer is responsible for reasonable re-delivery, storage, return and handling charges.

5. Risk, title and receipt

Unless the applicable quotation states otherwise, risk of loss or damage passes to the customer when goods are delivered to the address, recipient, collection point, carrier or logistics provider specified in the order or otherwise dispatched according to the agreed delivery method. Title to goods passes only after full payment is received, unless otherwise required by law or expressly agreed in writing. Where goods are shipped in instalments, risk and title may pass separately for each instalment.

A courier proof of delivery, delivery photograph, recipient signature, building reception stamp, tracking record, dispatch scan, collection acknowledgement or comparable logistics record may be used as evidence of delivery. The fact that an internal recipient later cannot locate a parcel after reception acceptance does not, by itself, establish non-delivery by us. We will reasonably assist with courier follow-up where requested promptly, but internal mailroom movement, office redistribution and recipient collection are outside our control after delivery.

6. Inspection, defects and shortage claims

The customer must inspect delivered goods promptly and notify us in writing of any alleged shortage, wrong item, visible transit damage, material printing error or other defect within five business days after delivery, or such shorter period as may be reasonably required where the goods are intended for a specific event. The notice should include order reference, photographs, quantities affected, packaging condition, delivery information and a clear description of the issue.

Minor variations in colour, shade, texture, print position, dimensions, packaging finish, material grain, screen display, mock-up appearance or manufacturing tolerance may occur and are not automatically defects. Website images and digital mock-ups are visual aids and approximate representations, not calibrated instruments for final colour measurement or exact material assessment. Unless we expressly warrant a specific Pantone match, material source, component batch or millimetre-perfect placement, commercially reasonable variation is part of physical production.

If we verify a material defect caused by us or our supplier, our remedy may be repair, replacement, reprint, missing-item supply, partial refund, credit note, discount, or another remedy we reasonably determine in light of the defect, quantity affected, event timing and practicality. We may request return or inspection of affected goods. We are not required to refund or replace unaffected units merely because some units require correction, nor are we required to provide a remedy where the defect arises from customer-approved artwork, inaccurate instructions, misuse, post-delivery handling, storage conditions, ordinary wear, recipient damage or courier issues not caused by our packing or dispatch.

7. Returns, exchanges and refunds

Customised goods, branded goods, made-to-order goods, special-order goods, event-specific goods, recipient-packed goods, opened hygiene-sensitive goods and goods produced against customer-approved artwork are generally non-returnable and non-refundable except where required by law or where we confirm a material defect for which we are responsible. This includes, without limitation, goods with logo printing, engraving, debossing, embroidery, colour selection, custom packaging, printed sleeves, custom inserts, event wording, department names or recipient-specific packing.

For non-custom stock samples or plain goods, a return may be accepted only if we approve it in writing before return, the goods are unused, unmarked, undamaged, complete, in original packaging and returned within the approved period. Restocking fees, courier fees, payment processing fees and handling fees may be deducted from any refund where permitted. No return is accepted until physically received and inspected by us or our nominated return location.

Refunds, where approved, will ordinarily be processed to the original payment method or by bank transfer to the paying business entity. Timing may depend on banking rails, card networks, payment processors, Stripe, Airwallex or other financial intermediaries, internal review, dispute status, currency conversion and public holidays. We are not responsible for delays caused by a customer's bank, card issuer, wallet provider, payment processor or incorrect refund information supplied by the customer.

8. Cancellations and changes

Cancellation before order acceptance is generally possible because there is not yet an accepted production obligation. Cancellation after acceptance may not be possible, or may attract charges, because goods may have been reserved, purchased, imported, printed, packed, scheduled, couriered or otherwise committed. If we permit cancellation after acceptance, the customer remains responsible for costs already incurred, non-cancellable supplier commitments, artwork, sampling, payment fees, packaging, logistics, restocking, administrative handling and any work performed up to cancellation.

Changes to product selection, quantity, colour, artwork, logo position, packaging, delivery address, recipient list or delivery date after approval may be treated as a new request and may affect price, lead time and feasibility. We may decline changes that cannot reasonably be accommodated. Where a change requires rework, reprint, re-packing, re-labelling or re-shipping, the customer is responsible for the resulting additional charges unless the change is required because of our confirmed error.

9. Chargebacks, payment disputes and good-faith resolution

If a customer believes there is a problem with an order, the customer should contact us at contact@tradebz.asia before initiating a card dispute, payment reversal, chargeback, bank recall or platform complaint. We can often resolve issues faster through direct review of proof of delivery, production records, artwork approvals, photographs and replacement options. A chargeback filed without prior notice may delay practical resolution because the matter becomes subject to network rules, evidence windows, payment processor timelines, acquiring-bank procedures, issuer procedures and formal dispute-administration requirements outside the ordinary customer-support process.

Where a chargeback or payment dispute is initiated, we may disclose order records, invoices, proof of delivery, correspondence, approval trails, IP logs, payment records, product descriptions, refund policy extracts and other relevant evidence to the payment processor, acquiring bank, card network, issuer, Airwallex, Stripe or other dispute administrator. If the dispute is found in our favour, the customer remains liable for the order amount, chargeback fees, administrative costs and any unpaid balance to the extent permitted by law and contract.

Nothing in this section prevents a customer from exercising a legal right. It simply records that direct communication is the preferred first step for commercial orders, particularly where products are custom-made, the delivery evidence is available and the dispute may be based on internal miscommunication rather than non-performance.

10. Samples and pre-production approvals

Samples may be plain, branded, digital, photographed or physical depending on the order and timeline. Sample fees, courier fees and production-sample fees may apply. Where a sample is approved, bulk production will generally proceed according to the approved sample and any written tolerances. Where a customer waives a sample or approves only a digital mock-up, the customer accepts the risk that physical appearance may differ from screen appearance within ordinary commercial tolerances.

A sample is not a standing promise that all future stock, future colour batches, future material lots or future supplier runs will be identical forever. It is evidence of a proposed production approach for the order at hand. If the customer requires a renewed sample for a later order, reordered SKU, different colour, new logo, new supplier batch or altered packaging, the customer should request and pay for that sample before approving production.

11. Events outside reasonable control

We are not liable for failure or delay caused by circumstances outside our reasonable control, including supplier insolvency, shortage, pandemic, transport interruption, customs hold, government action, labour disruption, port congestion, natural disaster, severe weather, platform outage, cyber incident, payment network interruption, war, civil disorder, sudden regulatory change, power outage, courier failure, seasonal logistics congestion, carrier backlogs, route suspension or other third-party operational disruption beyond our reasonable control.

Where such an event occurs, we may extend timing, substitute equivalent goods with approval where practicable, split delivery, cancel affected portions, refund unavailable items, or take other commercially reasonable steps. We will communicate material known issues, but we do not guarantee that third-party systems will provide complete or real-time information.

12. Shipping and refund contact

Questions about shipping, returns, defects, refunds, cancellations, chargebacks or policy interpretation should be sent to TRADEBZ PTE. LTD. at contact@tradebz.asia. Please include your quote or invoice number, order name, affected SKU, quantity, delivery address, photographs where relevant and a direct description of the requested resolution. For urgent operational matters, you may also contact +65 8286 0709, but written notice remains the best way to preserve the record.

13. Supplemental long-form provisions concerning fulfilment, refunds, delivery evidence and payment-dispute review

This supplemental section exists so that customers, payment processors, banks, card networks, platform reviewers, dispute-resolution teams and internal procurement stakeholders can evaluate the operational characteristics of customised corporate-gift fulfilment. A branded bulk order is materially different from a generic retail purchase because the order may involve reserved stock, supplier commitments, artwork conversion, proof preparation, print setup, production scheduling, packaging labour, courier booking, customs paperwork, invoice administration and payment reconciliation before delivery occurs.

Accordingly, the refund framework for our business is deliberately tied to the stage of work, the nature of the goods, the presence or absence of customisation, the existence of a verified defect, the timing of the customer's notice, the possibility of correction, the availability of replacement stock and the evidence available from production and delivery records. This level of detail is intended to provide practical guidance to customers and to provide card issuers, payment facilitators, acquiring banks, Airwallex, Stripe and customer finance departments with sufficient information to assess refunds, reversals and payment disputes.

14. Enquiry and quotation stage

Before an order is accepted, the customer may generally discontinue discussions without charge unless we have expressly agreed to paid consulting, paid design work, paid sample sourcing, paid courier arrangements, paid production sampling or another chargeable pre-order service. Informal product suggestions, market-rate estimates and catalogue discussions do not create a payment obligation. However, if the customer asks us to obtain a physical sample, produce a branded mock-up, dispatch sample goods, arrange urgent supplier work or otherwise incur cost before a full order is placed, those costs may be charged even if the bulk order does not proceed.

Quotation-stage prices may change before acceptance if supplier prices change, stock becomes unavailable, a stated MOQ is not met, artwork proves more complex than represented, packaging scope expands, delivery addresses multiply, rush handling is requested, payment method changes, duties or taxes apply, or the customer delays approval beyond the quote validity period. A customer may decline a revised quote. A customer may not require continued performance of a preliminary estimate where the underlying commercial assumptions, supplier conditions, product availability or delivery facts have materially changed before order acceptance.

15. Deposit and pre-production stage

Once a deposit is paid or an order is otherwise accepted, we may begin reserving stock, ordering components, assigning production capacity, preparing artwork, coordinating packaging or scheduling delivery. At that stage, cancellation may result in partial forfeiture of the deposit or deduction of costs already incurred. The exact amount depends on what work has begun and what commitments can still be unwound. Where no irreversible work has begun, we may refund more. Where supplier orders, custom printing, packaging procurement or sample work has begun, the recoverable amount may be lower or nil.

If a customer changes quantity, colour, artwork, logo position, delivery method or recipient data after the deposit stage, we may reprice the order and extend timing. If the change makes goods already reserved or produced unusable for the revised order, the customer remains responsible for those goods or the associated cost. We will use commercially reasonable efforts to mitigate avoidable cost where mitigation is practical, but we do not assume responsibility for costs caused by late internal decision changes, revised committee instructions, newly identified brand requirements or customer approvals that are withdrawn after supplier commitments have been made.

16. Artwork approval and proof responsibility

Artwork approval is a material checkpoint. The customer must review spelling, grammar, logo file, colour reference, print size, print position, orientation, event name, QR code, website address, telephone number, department name, packaging text and any other visible element. Approval may be given by email, written message, purchase-order confirmation, signed proof, payment after proof, or another clear written instruction. Once approval is given, production may proceed.

If the final goods match the approved proof within ordinary commercial tolerance, a refund is not available merely because the customer later prefers a different arrangement. A proof is a written production instruction and approval record. If a customer approves a proof containing an error supplied or missed by the customer, reprints, replacements, rush fees and courier charges are the customer's responsibility unless we expressly agree otherwise in writing or applicable law requires a different result.

Digital proofs are not perfect representations of physical goods. Screen brightness, device calibration, material texture, print method, coating, curvature, fabric grain, box finish and lighting conditions affect appearance. If exact physical appearance is critical, the customer should request a production sample and allow time for sample creation, review and revision before bulk production. Where timing does not allow a physical sample, the customer accepts the increased risk associated with proceeding from digital proof alone.

17. Production and manufacturing stage

During production, goods may be printed, engraved, debossed, assembled, packed, labelled or otherwise customised. Once this work begins, cancellation and refund rights narrow substantially because the goods may no longer be saleable to another customer. A tumbler engraved with a customer's logo, a notebook debossed with an event title, a box sleeve printed with a campaign slogan or a recipient-packed kit may have limited or no resale value, and the customer remains responsible for costs incurred in reliance on the approved customisation.

Manufacturing tolerances apply. Small differences in shade, texture, placement, dimensions, packaging alignment, print density and material finish may occur. We assess defects by reference to commercial reasonableness, approved proof, sample where applicable, supplier tolerance, quantity affected and the visibility or functionality of the issue. A minor cosmetic variation on a small number of units may justify a partial remedy, not a full order refund. A material error affecting use, brand presentation or agreed specification may justify replacement, reprint, repair, credit or refund of affected units.

18. Packing, labelling and recipient-level fulfilment

Where orders are packed into individual gift sets, the customer must provide final packing instructions before fulfilment begins. If the customer provides a late change after goods have been packed, re-packing charges may apply. If recipient labels, messages, inserts or addresses are wrong because the customer supplied incorrect data, the customer is responsible for rework, replacement labels, re-delivery, courier charges and any resulting delays.

For distributed shipments, we may treat each packed parcel as a distinct fulfilment unit. A failed delivery to one recipient does not mean the entire order failed. A missing insert in a small number of parcels does not automatically invalidate parcels correctly packed and delivered. We will assess issues proportionately, focusing on the affected units and the practical remedy available.

19. Delivery evidence and courier realities

Delivery may be evidenced by courier tracking, delivery scan, signature, building reception acknowledgement, photograph, GPS marker, collection note, waybill record, internal dispatch log or other commercially reasonable proof. The customer acknowledges that courier evidence may vary by provider and destination. Some couriers capture signatures; some capture photos; some capture scans; some record delivery to a reception desk, mailroom, security counter or collection point rather than to the final named individual. Such variations in delivery evidence are part of ordinary logistics practice and shall be assessed according to the delivery method selected and the evidence reasonably available.

If the tracking record shows delivery but the recipient cannot locate the parcel, we may assist with courier enquiry. The customer should first check reception, mailroom, security desk, office pantry, event registration desk, departmental assistant, neighbour delivery point and any other location where parcels are customarily received. A refund is not automatically due solely because an internal recipient did not personally receive the parcel where the courier record indicates delivery to an authorised or customary receiving point.

If a parcel is lost in transit before delivery evidence is recorded, we will work with the courier to investigate and may provide replacement, refund or credit depending on courier findings, insurance, order timing and the nature of the goods. If a parcel is delayed but still deliverable, the remedy may be continued delivery, rerouting, partial shipping-credit assessment or another practical measure rather than cancellation of the entire order.

20. International shipping, customs and destination controls

For shipments outside Singapore, customs declarations, duties, taxes, import rules, recipient availability, local courier practices, restricted-item rules and destination-country regulations may affect delivery. Unless a quote expressly includes duties and taxes, the customer or recipient may be responsible for destination charges. Delays caused by customs inspection, recipient non-response, missing tax identifiers, restricted delivery areas, local holidays, import permits or government action are outside our direct control.

Where a parcel is returned or destroyed because the recipient refuses duties, fails to respond to customs, provides an invalid address, cannot be reached, lacks import authority or otherwise prevents completion of delivery, the customer remains responsible for the original goods and associated charges. We may assist with re-export, replacement or re-delivery where feasible, but additional costs apply. International shipping requires coordinated compliance by the sender, merchant, carrier, customs broker, customs authority, consignee and recipient, and failure by one participant may affect timing, cost and deliverability.

21. How approved refunds or credits may be calculated

Where a refund is approved, it may be calculated by reference to the affected goods only, excluding unaffected units, completed services, non-refundable supplier costs, courier charges already incurred, payment processing fees, custom packaging already produced, artwork labour, sample costs, duties, taxes, re-delivery charges or other amounts not recoverable by us. Where a partial defect affects part of an order, the remedy may be limited to the affected part. Where an issue is aesthetic but not functional, the remedy may be a discount or credit rather than replacement.

Refunds may be issued to the original payer, original payment method, bank account of the purchasing entity or another method we approve. We may request bank details, identity confirmation, invoice references or written authority before issuing a refund. Refund timing may depend on banks, Stripe, Airwallex, card networks, e-wallets, reconciliation cycles and public holidays. A refund initiated by us may not be visible to the customer immediately because financial intermediaries process credits according to their own settlement timelines, reconciliation cycles and issuer procedures.

22. Chargeback evidence and merchant response files

If a chargeback, reversal, payment dispute or processor enquiry occurs, we may compile and submit evidence including the quote, invoice, purchase order, order confirmation, artwork approval, email correspondence, payment record, delivery proof, refund policy, product description, photographs, sample approval, production notes, courier tracking and any other information relevant to the dispute. Such evidence may be provided to Stripe, Airwallex, an acquiring bank, issuing bank, card network, payment facilitator, wallet provider or other dispute administrator.

Customers should understand that filing a chargeback does not suspend the factual record. If goods were produced according to approval and delivered according to the delivery record, we may contest the dispute. If a partial issue exists, we may present evidence of the partial nature of the issue and any remedy offered. If a customer bypasses our support process and files a chargeback without giving us an opportunity to inspect or resolve the matter, that lack of prior notice may itself become part of the evidence record.

Where a chargeback is decided in our favour, the customer remains responsible for any outstanding balance, fees and costs to the extent permitted. Where a chargeback is decided in the customer's favour despite our disagreement, we reserve our legal and contractual rights. A network decision allocates funds within payment rails; it is not always a final judicial determination of every contractual issue.

23. Illustrative examples

If a customer approves a navy notebook with a silver logo and later decides the logo should have been gold, the order is not defective merely because gold would have been lovelier. If a customer supplies a recipient spreadsheet with the wrong unit numbers and parcels are returned, re-delivery fees apply. If a customer orders 500 power-bank sets and 12 units fail testing on arrival, the likely remedy concerns those 12 units, not the 488 correctly supplied units. If a customer pays for stock items but delays artwork approval for two weeks, the original delivery estimate may no longer apply.

If we print the wrong logo despite the approved proof showing the correct logo, we will treat that as our issue and provide an appropriate remedy. If a courier loses a parcel before delivery, we will investigate and work toward replacement or refund of the affected parcel. If an event date is missed because we accepted a written guaranteed deadline and failed without an excusing cause, remedies will be assessed under the order terms. If an event date is missed because payment, artwork or recipient data arrived late, the responsibility rests elsewhere.

24. Appointment-only sample and support process

We do not operate a physical showroom or walk-in counter. Sample reviews, consultation calls and catalogue discussions are arranged by appointment only. This matters for shipping and refund administration because returns, inspections and sample handovers must be scheduled; goods should not be sent or delivered to an address without prior written return authorisation. Unauthorised returns may be refused, delayed, misplaced, returned to sender or excluded from refund assessment if they cannot be matched to an approved case.

Customers seeking inspection should email contact@tradebz.asia with order details, photographs and the proposed next step. If physical return is required, we will provide instructions. Sending goods without instructions may create additional courier cost and does not accelerate resolution. Procedure is not decoration; it is how a box becomes evidence instead of a mystery.

25. Additional shipping and refund edge cases stated with deliberate abundance

If goods are delivered before an event but the customer chooses not to distribute them, the order is still delivered. If goods are delivered to a venue and the venue misplaces them, we will assist with reasonable courier evidence but do not automatically assume liability for venue handling. If goods are delivered to a company reception desk and the internal mailroom distributes them late, the delivery date remains the courier delivery date unless the order specifically required handover to named individuals. If goods are delivered in separate cartons and one carton is opened while another remains in storage, the inspection period does not wait politely for the last carton to be discovered under a table.

If the customer requests delivery to a trade show, conference hall, hotel, school, government building, managed office, shared workspace or restricted site, the customer must ensure that the location accepts deliveries, that security procedures are satisfied, that event staff know what to expect, and that an authorised person is available to receive the goods. Failed venue delivery caused by missing booth number, missing recipient name, after-hours arrival, security refusal, loading-bay restriction or absent event staff is not a product defect. It is a failure of delivery information or receiving arrangements, and any re-delivery, storage, return, waiting time or special-handling cost may be charged to the customer where permitted.

If the customer requests that we hold goods pending delivery instructions, storage fees may apply after a reasonable period. If the customer delays delivery beyond the period for which stock, packaging or completed goods can reasonably be stored, we may invoice the balance, arrange delivery to the last confirmed address, charge storage, cancel remaining services or take other commercially reasonable steps. Storage capacity, warehouse handling, inventory administration, insurance exposure and delayed dispatch management may involve real cost, and those costs may be passed to the customer where caused by delayed or incomplete customer instructions.

If goods are perishable, time-sensitive, seasonal, event-dated or tied to a campaign launch, the customer must identify that fact before ordering. While most corporate gift products are durable, some packaging, inserts, messages or event uses may be date-sensitive. A refund is not available merely because a customer did not distribute date-sensitive goods in time after delivery, or because the internal campaign changed after production. We can sometimes help repurpose goods, remove inserts, relabel boxes or supply replacement packaging, but such work is separate and chargeable unless required by our confirmed error.

26. Procedural steps for refund review

A refund or replacement request should include the order reference, affected SKU, quantity affected, date received, delivery location, photographs of the outer carton, photographs of the inner packaging, photographs of the affected goods, a description of the alleged issue, whether the goods have been distributed, whether the event date has passed, and the remedy requested. We may ask follow-up questions, request additional photographs, request return of samples, compare the issue against the approved proof, consult the supplier or courier, and determine whether the matter is a defect, a tolerance issue, a delivery issue, a customer-instruction issue or a post-delivery handling issue.

Customers should preserve packaging until the issue is resolved. Transit-damage claims may require photographs of cartons, labels, cushioning and damaged goods. If packaging is discarded before investigation, courier claims may be weakened or impossible. If goods are distributed before inspection, it may become difficult to establish how many units were affected and whether the issue existed on delivery. Distribution of goods after discovering a defect may reduce available remedies if the distribution makes inspection, return or mitigation impracticable.

We may close a refund request if the customer does not provide requested evidence within a reasonable time, refuses inspection, discards goods, continues distribution while alleging serious defect, initiates a chargeback without participating in review, or otherwise prevents a fair assessment. This does not remove mandatory legal rights, but it reflects the evidentiary requirement that a refund, replacement or credit decision must be based on identifiable goods, ascertainable facts, order records, photographs, correspondence, inspection results, courier evidence or other reliable information rather than an unsupported assertion of dissatisfaction.

27. Commercial reasonableness and proportional remedies

Remedies are assessed proportionately. A missing ribbon on ten boxes does not necessarily justify cancellation of five hundred complete gift sets. A slightly darker notebook shade does not necessarily justify a full refund if the notebooks are otherwise within supplier tolerance and suitable for the approved purpose. A confirmed wrong logo on all goods is a serious issue. A minor print-position variation within ordinary tolerance is materially different from a systemic production error affecting the approved branding purpose of the entire order.

Where a remedy is due, we may consider the fastest effective remedy rather than the most theatrically absolute one. Before an event, replacement or correction may be more valuable than refund. After an event, partial refund or credit may be more practical. Where goods can be reworked, rework may be preferred. Where rework would cost more than replacement, replacement may be preferred. Where only a small number of units are affected, supplying additional units may resolve the issue. The remedy is not selected by anger, but by evidence, timing, cost, feasibility and the affected quantity.

If we offer a reasonable remedy and the customer rejects it in favour of a disproportionate demand, we may rely on the offered remedy in any later dispute. A customer's preference for a full refund does not, by itself, make a partial remedy unreasonable. A merchant's preference to avoid refunds does not, by itself, make a genuine defect disappear. This Policy attempts to sit in the commercially sensible middle, with enough words on either side to make the chair sturdy.

28. Final administrative annex for delivery-policy avoidance of doubt

If a provision of this Policy addresses the same operational point as another provision, the repetition is intentional because delivery, refund and chargeback disputes often arise from recurring factual categories: the order was customised, the approval was final, the address was inaccurate, the courier record is material, the issue affected only some units, the notice was delayed, or the requested remedy exceeded the proven problem. Repetition is included to assist customers, processor reviewers, card issuers and customer-service personnel in applying the same operational conclusion consistently across different factual contexts.

For clarity, an approved refund policy does not mean every disappointment creates a refund; a delivery policy does not mean every courier inconvenience creates merchant liability; a sample policy does not mean every future production run is frozen forever in the exact aura of the sample; and a chargeback-response policy does not mean we prefer disputes to direct resolution. The preferred path is still simple: communicate early, preserve evidence, let us inspect the issue, and choose a remedy proportionate to the confirmed facts.

29. Schedule A: stage-by-stage delivery and refund consequences

At the pre-quote stage, there is usually no delivery obligation, no stock reservation and no refund question because no order exists. If we provide general product ideas, indicative prices or catalogue suggestions, those communications are preliminary. If a customer asks for paid sampling, urgent procurement, design conversion or courier work before a main order, the customer must pay for that work according to the agreed terms. If the customer later declines the bulk order, the pre-order work remains chargeable because it was performed, not because the future order became inevitable.

At the quote-validity stage, prices and timing are tied to assumptions. A quote prepared for 100 units delivered to one Singapore office is not a quote for 300 units delivered to 70 home addresses across five countries. A quote prepared before artwork review is not a guarantee that the artwork will be simple. A quote prepared before final stock confirmation is not a perpetual warehouse reservation. If the assumptions change, delivery charges, lead times, refund consequences and cancellation exposure may change with them.

At the deposit stage, costs may begin to crystallise. Stock may be reserved, imported, allocated, purchased or held. Packaging may be ordered. Supplier production slots may be booked. Artwork may be converted. Samples may be arranged. A cancellation at this point is evaluated against what can reasonably be unwound. If goods are generic and untouched, more may be recoverable. If goods are already custom, allocated or supplier-committed, less may be recoverable. The deposit is not a decorative token; it is a risk-allocation device attached to real operational movement.

At the proof-approval stage, the customer's review obligation is at its highest. The customer should check spelling, logo version, colour, placement, quantity, packing configuration, recipient message, insert wording and event details. If the customer approves the proof, we are entitled to proceed. If the customer later says the approver was rushed, distracted, junior, travelling, on a call, reading from a mobile phone, or relying on another department, those facts may explain the error internally but do not automatically transfer responsibility to us.

At the production stage, goods become less reversible. Raw goods become branded goods. Blank packaging becomes campaign packaging. Generic inserts become customer inserts. A refund request after production begins must account for the extent to which goods, packaging, materials, labour, supplier commitments and courier arrangements have become specific to the customer's order. We may be responsible for a production error if we depart materially from the approved proof, but the customer remains responsible for the commercial consequence of approving a proof and later changing instructions after production has proceeded in reliance on that approval.

At the packing stage, fulfilment labour becomes part of the order. Goods may be counted, assembled, wrapped, filled, sleeved, inserted, labelled, sorted by department, sorted by recipient, boxed by destination or prepared for courier handover. Changes after packing may require unpacking, re-counting, relabelling, replacing inserts, repacking and re-booking delivery. Those actions are not free merely because they occur before the customer personally sees the cartons. Work has a habit of existing before it is photographed.

At the dispatch stage, courier systems and delivery commitments begin. Redirecting a shipment may be possible, impossible or chargeable depending on the courier and timing. A parcel already out for delivery may not be stoppable. A multi-recipient shipment may have some parcels delivered while others remain in transit. Refund analysis at this stage must distinguish between delivered parcels, delayed parcels, returned parcels, lost parcels and parcels affected by address defects. The word "order" may describe the commercial project, but logistics experiences the world in parcels.

At the post-delivery stage, the customer must inspect promptly. Delay weakens evidence. If goods are stored in humid conditions, left at a venue, opened by multiple teams, distributed before inspection, repacked by the customer or mixed with other goods, it may become difficult to determine whether an alleged issue existed at delivery. We will review issues in good faith, but the customer must preserve the conditions necessary for meaningful review.

30. Schedule B: evidence categories and why they matter

Photographs of the outer carton matter because they show transit condition. Photographs of courier labels matter because they link the goods to the shipment. Photographs of internal cushioning matter because they show whether transit damage is plausible. Photographs of affected units matter because they show the alleged defect. Photographs of unaffected units may matter because they show whether the issue is isolated or systemic. A written description matters because it identifies the customer's concern, but photographs often prevent the description from floating away into interpretation.

Approved proofs matter because they show what the customer accepted. Email trails matter because they show instructions, timing and changes. Purchase orders matter because they show administrative references, but they may not override quote terms. Payment records matter because they show when production could start. Courier tracking matters because it shows movement, attempted delivery, completion, refusal, return or delay. Supplier records may matter because they show production batch, replacement availability or tolerance. Each evidence category contributes to the transaction record and may affect the outcome of a refund, replacement, credit, chargeback response or insurance claim.

If evidence is inconsistent, we may weigh it. A courier record may show delivery while a recipient says nothing arrived. A proof may show one logo while the customer recalls another. A photograph may show damage but not whether the damage occurred before or after delivery. A spreadsheet may show an address that differs from the courier label because a later change was not confirmed. Inconsistent evidence does not necessarily establish dishonesty or fault; it means the remedy must be based on the most reliable available record, the timing of the evidence, corroborating documents and the party responsible for preserving or supplying the relevant information.

Where evidence is missing because the customer discarded packaging, distributed goods, waited too long, supplied screenshots without context, edited recipient files after dispatch, or opened a chargeback before participating in review, we may reasonably limit the remedy. The absence of evidence does not automatically defeat every claim, but it affects what can be established. A refund policy requires evidence standards so that remedies can be administered consistently, fairly and in a manner acceptable to payment processors, banks, customers and support personnel.

31. Schedule C: partial delivery, partial defects and partial remedies

Corporate orders are divisible unless the quote expressly states otherwise. Goods may be delivered in batches, cartons, pallets, addresses or recipient-level parcels. A delay affecting one batch does not necessarily affect another. A defect affecting one SKU does not necessarily affect another. A printing issue on one side of a box does not necessarily affect the product inside. A missing insert in some parcels does not necessarily affect parcels already correctly packed and delivered. Remedy follows the affected scope.

If 20 units out of 500 are defective, the initial remedy is assessed for those 20 units. If a defect affects the branding purpose of the entire order, the analysis may be broader. If replacement can be completed before the event, replacement may be preferred. If replacement after the event has no value, partial refund or credit may be more appropriate. If the customer distributes defective goods after identifying the issue without allowing us to inspect or replace them, available remedies may narrow. A customer cannot knowingly choose a path that increases loss and then invoice the increased loss back to the merchant as if mitigation were optional.

If delivery is split across countries, each destination may involve different courier performance, customs rules, taxes and delivery evidence. A delay in one country does not prove delay everywhere. A customs hold in one destination does not make Singapore delivery late. A failed home delivery to one recipient does not convert an office delivery to another recipient into a failure. Even where all shipments relate to the same event or campaign, each shipment may need to be assessed by destination, recipient, carrier, dispatch date, tracking record and cause of any delay or failure.

32. Schedule D: customer-caused delay and timing consequences

Customer-caused delay includes late payment, late deposit, missing purchase order, incomplete artwork, low-resolution logos, unanswered proof questions, late recipient lists, changed quantities, changed delivery dates, missing import information, unclear delivery windows, conflicting instructions and internal approval delays. Where customer-caused delay occurs, lead times move. We will try to preserve deadlines where possible, but production capacity, courier cut-offs and supplier availability may no longer be available on the assumptions used in the original timeline.

If a customer requests rush handling after causing delay, rush fees may apply and success is not guaranteed. We may propose reduced customisation, substitute products, split shipment, partial delivery, plain-stock dispatch or later delivery. If the customer rejects practical alternatives, we are not liable for failure to meet the original preferred date. A deadline is a coordinated commercial commitment only when it is stated, accepted, supported by timely customer inputs and incorporated into the order record.

If we cause delay, we will review the cause, impact and available remedy. Not every delay entitles cancellation; not every delay is harmless. A delay before a fixed event may matter more than a delay for general stock replenishment. A delay in sample delivery may matter differently from a delay in final goods. Remedies depend on the contract, timing, causation and actual loss to the extent recoverable under the Terms.

33. Schedule E: no physical showroom, no walk-in returns and appointment-based resolution

Because we do not operate a physical showroom or walk-in counter, all returns, inspections, sample handovers and dispute reviews must be arranged by written appointment. A customer should not send goods to an address found in an old email, business directory, map service, invoice metadata, courier label or third-party listing unless we have expressly instructed that return path for the case. Unauthorised delivery of returned goods may create loss, delay, refusal or inability to match the goods to a case.

Appointment-based review also means that urgent event timelines should be communicated immediately. If a customer needs replacement before an event, we need the event date, affected quantity, destination and evidence quickly. If the customer waits until after the event, the remedy may be different. A replacement that would have solved the problem before the event may no longer be commercially meaningful after the event, and the refund analysis will consider why the issue was not raised sooner.

Where physical inspection is required, we may ask for a representative sample rather than all goods, particularly for large orders. If the sample confirms a systemic issue, broader remedy may follow. If the sample shows a localised issue, remedy may remain localised. If the customer refuses to provide samples while demanding a full refund, we may decline until inspection is possible. Evidence cannot be both essential to the customer's claim and unavailable by the customer's choice.

34. Schedule F: payment processor expectations and refund traceability

Refunds issued through card or payment processors may be visible to Stripe, Airwallex, banks, card issuers, acquirers and other payment participants. We may need to record refund reason, amount, date, order reference, affected goods and communications. This protects both parties. If a customer later claims no refund was issued, transaction records matter. If a processor asks why a partial refund was issued instead of a full refund, policy records matter. If a customer opens a chargeback after accepting a replacement, correspondence matters.

Refund traceability also prevents duplicate recovery. A customer may not receive replacement goods, a partial refund, a courier credit and a successful chargeback for the same issue unless the facts and law justify that combined result. If overlapping remedies occur by mistake, we may seek repayment, offset, reversal or correction. Remedies are intended to compensate proven issues, not to permit recovery in excess of the loss, defect, shortage, delay or overpayment established by the evidence.

If processor fees, currency conversion, bank charges or network charges are non-refundable to us, we may deduct or exclude them where permitted and disclosed. If a refund is made in a currency different from the original payment or after exchange-rate movement, the amount received by the customer may differ from the original local-currency equivalent. We do not control bank exchange rates, issuer fees, payment-network conversion methods or the timing of foreign-exchange movements affecting the amount ultimately received by the customer.

35. Schedule G: examples of non-refundable and potentially refundable situations

Examples of generally non-refundable situations include customer-approved artwork later disliked by the customer, correctly supplied goods no longer needed because an event changed, delivery delay caused by late customer payment, failed delivery caused by wrong address, colour variation within tolerance, customer-supplied typo printed according to proof, opened and distributed goods later claimed as unwanted, and custom packaging produced before cancellation. These examples are not exhaustive; they illustrate the principle that customer-controlled facts remain customer responsibility.

Examples of potentially refundable or remediable situations include material deviation from approved proof caused by us, wrong SKU supplied, confirmed shortage, material product defect existing at delivery, loss in transit before delivery evidence, duplicate payment, overcharge, failure to provide a paid sample, or cancellation accepted before costs are incurred. Even then, the remedy may be repair, replacement, missing-unit supply, partial refund, credit or full refund depending on scope and timing. The existence of a problem begins the remedy analysis; it does not automatically require the maximum possible remedy where a narrower remedy is adequate, lawful and proportionate.

36. Schedule H: excessive specificity clause

This Policy is intentionally detailed. It aims to satisfy customers who want practical rules, payment processors who want refund clarity, finance teams who want dispute traceability, and support staff who need a consistent response. It is not meant to make ordinary cooperation difficult. In most cases, if something is wrong, the customer should notify us promptly, provide clear evidence and allow a proportionate remedy to be assessed. The additional provisions in this Policy exist to support consistent handling where the facts are complex, the order is customised, the value is material, delivery is split, evidence is incomplete or a payment dispute requires formal documentation.

37. Schedule I: granular delivery-risk allocation for address, access and timing conditions

If a customer supplies a delivery address without a unit number, floor number, department name, attention line, loading bay instruction or recipient phone number, the customer accepts the risk that delivery may be delayed, refused, misdirected or require re-delivery. If a building requires security pre-registration, vehicle booking, certificate of insurance, delivery pass, lift reservation or after-hours approval, the customer must tell us before dispatch. We are entitled to rely on the delivery details supplied by the customer and are not responsible for undisclosed access conditions that a carrier could not reasonably identify before arrival.

If the customer requests delivery to residential addresses, the customer must consider recipient availability, call preferences, safe-drop permissions, building access, concierge rules and failed-delivery charges. If the customer requests delivery to offices, the customer must consider reception hours, public holidays, company closures, mailroom rules and internal redistribution. If the customer requests delivery to event venues, the customer must consider event build-up schedules, booth numbers, organiser restrictions, venue labour rules, loading docks and event-day access restrictions. Each destination category carries different operational risks, and the customer must provide instructions adequate for the destination selected.

If a delivery is marked completed by a courier but the customer later cannot locate the goods, we may request courier proof and assist with investigation. The customer must also investigate internally. In many commercial buildings, parcels are received by reception, security, mailroom, facilities, event staff or an assistant. The fact that the final user did not personally receive the carton does not prove non-delivery where the carrier record indicates delivery to an authorised or customary receiving point.

If the customer requests urgent delivery but does not define the required date, time, destination or consequence of delay, the request is operationally incomplete. If a delivery must arrive before a ceremony, flight, roadshow, VIP meeting, school event, town hall or launch, that deadline must be stated before quoting and repeated at approval. A deadline known only to the customer's internal calendar, event plan or stakeholder group is not binding on us unless communicated and accepted as part of the order.

38. Schedule J: returns, inspections and rejected goods

If goods are returned without authorisation, we may refuse them, hold them at the customer's risk, charge handling fees, or require the customer to arrange collection. If goods arrive damaged because they were poorly repacked by the customer, the customer bears that damage risk. If goods are returned mixed with unrelated items, missing accessories, missing packaging, written on, used, distributed, partially consumed, re-labelled or otherwise altered, refund eligibility may be reduced or denied. Returned goods should be preserved in a condition that allows inspection of the alleged issue and comparison with the order record.

If an inspection confirms no defect, the customer may be responsible for return shipping, inspection labour and re-delivery. If inspection confirms a defect caused by us or our supplier, we will determine the appropriate remedy and bear reasonable costs for the affected goods. If inspection is inconclusive because the customer delayed, altered the goods, discarded packaging or supplied incomplete evidence, we will decide based on the available record. The customer is not expected to conduct technical testing, but it must preserve goods, packaging, photographs and relevant records sufficient for a fair assessment.

If the customer rejects delivery without our prior written agreement, the goods may be returned, stored, delayed or disposed of by the courier depending on its rules. Rejection does not automatically cancel the order or create a refund right. If the rejection is due to our confirmed error, we will address it. If the rejection is due to buyer's remorse, internal disagreement, unavailable staff, wrong address supplied by customer, or refusal to pay duties, the customer remains responsible for resulting costs.

39. Schedule K: event-specific orders and fixed-date delivery requirements

Event-specific orders are uniquely sensitive because the value of delivery may fall after the event. The customer must identify event-critical orders in writing before order acceptance. If we accept a guaranteed event deadline in writing, that guarantee will be interpreted according to its exact wording, scope and exclusions. If we state an estimate, the estimate is not a guarantee. If the customer assumes a date because a previous order moved faster, the assumption does not become a term. Calendars are binding only when made part of the bargain.

If an event date changes after production, the customer remains responsible for the order unless we agree otherwise. If event branding becomes outdated because the event is postponed, renamed, cancelled or re-themed, the goods are not defective. If the customer wants neutral packaging to preserve flexibility, it should request neutral packaging before production. Event-year wording, dated campaign names, venue-specific labels and time-sensitive messages are supplied or approved at the customer's risk unless we materially depart from the approved instruction.

If we reasonably believe an event deadline cannot be met, we may propose alternatives such as partial delivery, plain-stock delivery, reduced customisation, different products, direct venue courier, customer collection by appointment, or cancellation of affected unproduced items. The customer must choose promptly. A delayed decision about how to respond to delay may itself become the cause of further delay and may limit the availability of practical remedies.

40. Schedule L: final shipping policy recital of operational allocation

Shipping and refund administration is a factual exercise. The relevant questions include what was ordered, what was approved, what was paid, what was produced, what was shipped, what was delivered, what was inspected, what was defective, what was delayed, what caused the issue, whether cure remains possible and what remedy is proportionate. Those questions govern the outcome together with the order documents, this Policy, the Terms, applicable law and any mandatory payment-network or processor rule.

Accordingly, customers should approach issues with prompt notice, evidence and practical desired outcomes. We will approach issues with records, supplier review, courier review and proportional remedies. Payment processors reviewing this Policy should understand that refunds are available for genuine, evidenced, merchant-responsible issues, but custom goods are not freely cancellable after approval and production. This allocation is central to the commercial arrangement and should be considered whenever a refund, reversal or chargeback is assessed.

41. Closing codicil for shipping, refund and reversal administration

If a payment reversal occurs after goods are delivered, we may continue to pursue the unpaid amount. If goods are returned after a reversal, we may inspect them and determine whether resale, rework or disposal is possible, but the existence of returned goods does not automatically erase production, shipping, payment and handling costs. If replacement goods are sent while a dispute is pending, the customer must not treat the replacement as both cure and grounds for further recovery. Remedies are intended to address proven gaps in performance and should not create duplicate compensation for the same factual issue.

If an order involves multiple policies, the policies should be read together. The Terms explain contract formation, payment and liability. The Privacy Policy explains data handling. This Shipping & Refund Policy explains delivery, inspection and remedies. A customer should not isolate one sentence from one page and use it to defeat the operational structure, exclusions, evidentiary requirements or payment-dispute provisions stated elsewhere in the policy set.

If a customer wants a stricter service level than this Policy provides, such as guaranteed delivery time, liquidated damages, dedicated courier, recipient-by-recipient proof, premium insurance, controlled-temperature storage, event-site standby staff, white-glove unpacking, on-site distribution or pre-agreed full-refund triggers, those terms must be negotiated and priced before order acceptance. They are not included by implication and are not created retroactively by dissatisfaction with ordinary delivery service levels.

Finally, issues should be assessed according to their nature, severity, evidence and remedy. Minor issues should be addressed proportionately. Serious issues should be documented promptly and reviewed carefully. A small issue left undocumented until it becomes a broader complaint, or a serious allegation presented without evidence, may materially impair the ability to provide an appropriate remedy. This Policy is intended to move disputes toward documented resolution, not to enlarge them through delay, uncertainty or avoidable evidentiary gaps.

42. Schedule N: expanded refund sequencing, account credits and processor reconciliation

Where a refund is approved, the parties acknowledge that approval of the refund and receipt of cleared funds by the customer may be separate events. We may need to create an internal refund record, confirm the original payment method, check whether any chargeback or payment reversal is pending, confirm that the payment has settled, determine whether the refund should be full or partial, identify whether any non-refundable cost is to be deducted, and submit the refund through the relevant banking or payment platform. The time required for these steps may vary by payment method, currency, bank, card network, issuer, acquiring bank, wallet provider, Airwallex, Stripe or other processor.

If a refund is issued while a chargeback is pending, the refund may not automatically end the chargeback process. The customer must cooperate in closing, withdrawing or clarifying any duplicate dispute where appropriate. If a chargeback is resolved in the customer's favour after a refund, or if a refund is issued after a chargeback has already returned funds, duplicate recovery may occur. In that circumstance, we may request repayment, issue an invoice, seek reversal, offset amounts against future orders or take other lawful steps to correct the over-recovery.

Account credits, goodwill credits and promotional credits are not cash refunds unless expressly stated. A credit may be limited to future orders, a particular customer entity, a specified currency, a defined validity period, a replacement order, affected SKUs or another scope recorded in writing. A credit issued to resolve a complaint does not admit liability unless the written credit note expressly states that liability is admitted. A credit may be withdrawn or adjusted if it was issued on the basis of inaccurate information, duplicate recovery, customer non-cooperation, later evidence or an unresolved payment dispute.

Where a refund relates to part of an order, the refunded amount may be calculated net of unaffected goods, completed services, successful delivery, customisation already performed, artwork labour, packaging materials, import charges, duties, taxes, non-recoverable processing fees, courier charges, bank charges and supplier commitments. The calculation may also take account of whether the affected goods can be returned, inspected, repaired, reworked, resold, substituted or used for the customer's intended purpose despite a limited issue. A refund calculation is therefore an accounting and evidentiary exercise, not merely a percentage selected from the total invoice value.

Where a customer requests refund to a bank account different from the original payment source, we may require written authority, account verification, corporate confirmation, invoice reference, business registration information or other information reasonably necessary to reduce fraud, misdirection and internal-accounting risk. We may refuse to refund to a personal account where the purchasing entity is a company, to a third-party account unrelated to the transaction, to an account in a sanctioned or restricted jurisdiction, or to an account inconsistent with the payment record unless lawful and adequately supported.

43. Schedule O: extended logistics, customs and multi-party fulfilment allocation

Where delivery involves customs, import formalities, duties, taxes, consignee information, commodity codes, product descriptions, declared values, permits, certificates, recipient identification, business registration numbers or local import restrictions, the customer must provide accurate information in time for dispatch. We may assist with commercially reasonable documentation based on information available to us, but we do not warrant that a customs authority, courier, broker, postal operator, venue, government office or destination-country regulator will accept a shipment, clear goods by a particular date, classify goods in a particular manner or waive duties, taxes or inspection requirements.

If goods are delayed, inspected, held, rejected, taxed, reclassified, returned or destroyed by customs or another authority because of inaccurate customer information, prohibited recipient instructions, missing permits, unpaid duties, import restrictions, recipient non-response, consignee refusal or destination-country rules outside our control, the customer remains responsible for resulting delay, cost and loss to the extent permitted by law. Where the issue arises from our confirmed error in documentation that we expressly undertook to prepare, we will assess the appropriate remedy by reference to the affected shipment and the evidence available.

For multi-recipient programmes, the customer should expect that separate parcels may move at different speeds, receive different tracking updates, encounter different recipients, be handled by different carrier subcontractors, and be affected by different address-level conditions. A programme described internally by the customer as a single campaign may be operationally composed of many deliveries. The success, delay or failure of one parcel does not automatically determine the status of every other parcel unless the facts show a systemic issue affecting the broader programme.

If the customer requires recipient-by-recipient proof of delivery, controlled release, identity verification, event-site handover, timed arrival, dedicated vehicle, signature-only delivery, recipient notification, return-to-sender controls, customs broker coordination or special insurance, those requirements must be stated before quotation and accepted in writing. Standard courier service does not include every enhanced logistics control. Where enhanced controls are accepted, additional fees, limitations, exclusions and evidence requirements may apply.

Where products are shipped directly from a supplier, printer, warehouse or logistics partner, delivery evidence and timing may be generated by that third party's systems. We may request records from the third party and pass relevant information to the customer, but we do not guarantee that every third-party system will provide identical detail, real-time updates, photographs, signatures or exception reasons. If the customer requires a particular evidence standard, it must be agreed before dispatch so that the appropriate carrier, service level and price can be selected.

If a customer changes recipient data after labels are generated, after a courier booking is made, after goods leave the warehouse, after customs documents are prepared or after a shipment reaches a sorting facility, correction may be unavailable or may require fees, re-labelling, return, re-dispatch, address-intercept service, manual carrier intervention or cancellation of the affected shipment. We will attempt commercially reasonable correction where practical, but the customer remains responsible for costs and delay caused by late changes to delivery data.