Refund policy

Last updated: June 2026

Applicable to: cargovelox.com | Canada, Australia, New Zealand, India

Overview

This Return and Refund Policy governs all purchases made through cargovelox.com. By placing an order with Cargovelox, you acknowledge and agree to the terms set out in this policy. Cargovelox is an online retail business operating from Canada.

Our Commitment

Cargovelox is committed to delivering products that match the description, photographs, specifications, and quality represented on our store at the time of purchase. Where an order does not meet these standards due to fault on our part, we will resolve the matter promptly and fairly.

Eligibility for Refund or Replacement

You may be eligible for a full refund or replacement if one or more of the following apply:

•       Your item arrived physically damaged or broken during transit

•       Your item is defective and does not function as described in the product listing

•       You received an item materially different from what you ordered

•       Your item is missing components described in the product listing

To be eligible, you must contact Cargovelox at support@cargovelox.com within 15 days of the date your order was marked as delivered by the carrier. Requests submitted after this window may not be accepted under this policy, except where your statutory consumer rights provide otherwise as set out in the Statutory Consumer Rights section below.

Evidence Requirements

To process your refund or replacement request efficiently and fairly, we require the following:

•       Your full name as used at checkout

•       Your Cargovelox order number

•       A clear written description of the issue

•       Photographic or video evidence of the damage, defect, or incorrect item where the issue is visible

Cargovelox reserves the right to request additional evidence where the initial submission is insufficient to assess the claim. Claims submitted without adequate evidence may be delayed or declined. The submission of false, manipulated, or misleading evidence constitutes fraud and may result in permanent account suspension and referral to relevant authorities.

Refund Without Return

For eligible orders with a total value at or below CAD 25.00, or the equivalent in your local currency at the time of purchase, Cargovelox operates a refund-without-return policy. If your claim is approved, you will receive a full refund and are not required to return the item.

For eligible orders above CAD 25.00, Cargovelox will assess each case individually. Resolution options may include a full refund, partial refund, store credit, or replacement shipment, at the reasonable discretion of Cargovelox based on the nature and evidence of the issue.

Refund Processing

Once your refund is approved, it will be returned to your original payment method. Estimated processing times:

•       Credit and debit cards: 5 to 10 business days

•       PayPal: 3 to 5 business days

•       Other payment methods: as per your provider standard processing time

Cargovelox is not responsible for delays caused by your bank or payment provider after the refund has been issued from our end.

Wrong Item Received

If the item you received does not match your order, contact us at support@cargovelox.com within 15 days of delivery. We will arrange a replacement shipment or issue a full refund at your preference. In most cases you will not be required to return the incorrect item.

Lost or Undelivered Orders

If your tracking information shows your order as delivered but you have not physically received it, contact us within 7 days of the marked delivery date. We will initiate a carrier investigation and aim to resolve your case within 48 to 72 hours.

If your order is confirmed lost in transit prior to delivery, we will reship your order or issue a full refund. You will not be charged for reshipping a lost order. Cargovelox is not liable for orders lost or delayed due to incorrect addresses provided at checkout, customs holds, force majeure events, or circumstances outside our reasonable control.

Situations Where Refunds Will Not Be Issued

Cargovelox will not issue a refund in the following circumstances:

•       The item was delivered as described and the customer has changed their mind more than 15 days after delivery

•       An incorrect or incomplete delivery address was provided by the customer at checkout

•       The package was refused at delivery without prior written agreement with Cargovelox

•       A refund request is submitted more than 15 days after confirmed delivery and no statutory obligation applies

•       The item shows damage or modification caused after delivery that was not present at the time of receipt

•       The customer has filed a chargeback for the same order without prior contact with Cargovelox

•       The claim is based on false, exaggerated, or unverifiable statements

Cargovelox reserves the right to refuse refund requests that, in our reasonable assessment, are fraudulent, abusive, or intended to exploit our customer service policies. Repeat abuse of our refund policy may result in orders being cancelled and accounts being blocked from our store.

Statutory Consumer Rights

Nothing in this policy limits, overrides, or excludes any rights you have under the applicable consumer protection laws of your country.

Australia: Customers have statutory rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010), including guarantees as to acceptable quality, fitness for disclosed purpose, and correspondence with description. These guarantees cannot be excluded by this policy. Where a major failure occurs, you are entitled to a replacement or refund. Where a failure does not amount to a major failure, you are entitled to have the failure remedied within a reasonable time.

New Zealand: Customers have statutory rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. These rights apply independently of this policy and cannot be excluded or limited by it.

Canada: Customers have rights under applicable provincial consumer protection legislation including, where applicable, the Ontario Consumer Protection Act 2002. These rights apply independently of this policy.

India: Customers have rights under the Consumer Protection Act 2019. Cargovelox will cooperate with the National Consumer Disputes Redressal Commission and applicable State Consumer Dispute Redressal Commissions where required.

Where your statutory rights provide a remedy beyond what this policy offers, your statutory rights will prevail. Please contact us first at support@cargovelox.com before pursuing a statutory remedy, as we aim to resolve all disputes directly.

Chargebacks and Payment Disputes

We strongly encourage all customers to contact Cargovelox at support@cargovelox.com before initiating a chargeback or payment dispute. In most cases, we can resolve the issue faster through direct communication.

Filing a chargeback without first contacting us may result in your refund being delayed, the order being investigated for fraud, and your account being permanently suspended from Cargovelox. Where a chargeback is filed fraudulently or in bad faith, Cargovelox reserves the right to provide all order evidence to the payment processor and pursue the matter through appropriate legal channels.

Contact

Email: support@cargovelox.com

Response time: Within 24 hours on business days

Business location: Ontario, Canada