Legal
Refund Policy
When a booking can be cancelled, what happens to the payment, and how claims for lost or damaged cargo are handled.
REFUND POLICY
Forms part of our Terms and Conditions of Carriage.
1. What this policy covers
This policy explains when a payment made to Lord Taylor will be refunded, in whole or in part, and how to ask for a refund. It applies to cargo booked at any of our branches or through our website.
2. Cancelling before your cargo is dispatched
If you cancel before your cargo has left the receiving branch, we will refund the carriage charge in full, less [ADMINISTRATION FEE / nil], provided the cargo has not already been consolidated into a consignment.
Where cargo has been consolidated, crated or otherwise prepared for dispatch, we may deduct the reasonable costs already incurred.
3. Cancelling after dispatch
Once cargo has left the receiving branch, the carriage charge is not refundable. We have by that point performed the service you paid for.
4. Weight corrections
Where the chargeable weight recorded at booking is later found to be too high, we will refund the difference to the payment method used.
Where it is found to be too low, we will ask you to pay the difference. Cargo may be held until the additional amount is paid.
5. Cargo we refuse
Where we refuse cargo at the counter, before payment, no charge arises.
Where we accept cargo and later discover it contains prohibited items, the carriage charge is not refundable. You remain liable for any fine, penalty or cost we incur, and we may recover those amounts from you.
6. Cargo seized or detained by customs
No refund is due where cargo is seized, detained or destroyed by a customs or border authority. We will give you whatever information we have about the seizure so that you can deal with the authority directly.
7. Delays
Transit times are estimates and not guarantees. A delay does not by itself entitle you to a refund, including where the delay is caused by weather, airline or shipping schedules, customs inspection, congestion or industrial action.
Where a shipment is delayed for more than [NUMBER] days beyond the estimated transit time for reasons within our control, we may at our discretion refund [PROPORTION] of the carriage charge.
8. Lost or damaged cargo
Loss or damage is dealt with as a claim, not a refund, and is governed by the liability and claims clauses of our Terms and Conditions. A successful claim may include a refund of the carriage charge in addition to any compensation payable.
9. How to request a refund
Contact us at info@lordtaylor.ng, or on WhatsApp quoting your invoice number and tracking reference and explaining what you are asking for.
We will acknowledge your request within 5 working days and tell you our decision within 5 working days.
10. How refunds are paid
Refunds are made to the original payment method, in the original currency. We cannot refund to a different card, account or person.
Refunds are normally processed within 7 working days of approval. How quickly the money reaches you after that depends on your bank or card issuer.
Where you paid in Naira and are refunded in Naira, or paid in sterling and are refunded in sterling, you receive the same amount you paid. We do not refund in a different currency and so do not apply an exchange rate.
11. Chargebacks
If you believe a payment is wrong, please contact us before raising a chargeback with your bank. Where a chargeback is raised against a shipment we have already carried, we reserve the right to recover the amount from you and to decline future bookings.
Questions about this?
Message us on WhatsApp and a person will answer. We would rather explain it than have you guess.