Riffblox sells logistics services rather than physical goods, so “returns” work a little differently from a retail shop. This page sets out, in plain language, how we approach cancellations, refunds and service-quality claims.
Cancelling a booking
A booking can be cancelled at any time up to the moment the Goods have been physically tendered to the carrier or have entered our warehouse. Once that has happened, cancellation is no longer possible — we will instead arrange the most economic disposition of the cargo (return-to-shipper, on-forwarding or storage) on your written instruction.
Cancellation charges
- More than 72 hours before scheduled pick-up: no charge.
- 24 to 72 hours before pick-up: documented out-of-pocket costs only (typically nil).
- Less than 24 hours before pick-up: MYR 220 administration charge plus any non-refundable carrier amendment fee.
- After tendering to carrier: see “Returning a tendered shipment” below.
Returning a tendered shipment
If you ask us to recall a shipment that has already been tendered to an air or ocean carrier, we will use reasonable endeavours to retrieve the Goods. You are responsible for the carrier’s recovery charges, our handling fee (typically equivalent to one full freight charge), and any storage, demurrage or detention that arises while the recovery is arranged. We’ll always quote these in writing before incurring them.
Service quality claims
If something went wrong — a missed sailing, a paperwork error, damage on our floor, a cold-chain excursion — tell us in writing within 14 calendar days of delivery (or expected delivery for non-delivery). Send the claim to [email protected] together with:
- Your shipment reference and the original booking confirmation.
- A short statement of what happened, with dates.
- Photographs of any damage, taken at the point of receipt.
- Commercial invoice or other evidence of the value of the Goods.
- The amount you are claiming and how it has been calculated.
We will acknowledge within 3 working days and aim to give a substantive response inside 21 calendar days. Where the claim is justified, refunds are processed to the bank account that issued the original payment within 14 working days of approval.
Refund methods and timing
Refunds are issued by bank transfer in the same currency as the original invoice. For card payments, refunds may be made back to the original card if processed inside 90 days. Cash refunds are not made — only bank-channel reversals, for audit reasons.
Warehousing storage refunds
Warehousing is invoiced monthly in advance. If you remove your stock mid-month, we’ll pro-rate the storage fee to the day of release and issue a credit note for the unused portion. Inbound and outbound handling charges already incurred are not refundable.
Insurance pay-outs
Where you took out marine cargo insurance through Riffblox, an indemnity for a covered loss is paid by the insurer directly to you under that policy. It sits outside our refund process and is handled in accordance with the policy wording.
If you’re still not happy
Escalate to the Managing Director by writing to [email protected] with “Escalation” in the subject line. Failing internal resolution, the dispute resolution clause in our terms & conditions applies (AIAC arbitration in Kuala Lumpur).