Effective date: October 1, 2026
This policy explains how refunds and payment disputes are handled for freight services and for duties, taxes and fees collected by KDX Group LLC ("KDX Group").
1. Duties, taxes and customs fees
Duties and taxes are assessed by customs authorities and paid by KDX Group on the consignee's behalf. They are generally non-refundable once paid to customs, except in the following cases:
- Incorrect assessment: if the duties were calculated on an incorrect value or classification, we will file a correction request with customs. Any amount refunded by customs is passed on to you in full.
- Duplicate or erroneous charge: if you were charged twice or charged for a shipment that is not yours, we refund the amount in full within 10 business days of confirmation.
- Refused shipment before clearance: if a shipment is refused or returned before customs clearance and no duties were paid, any amount you paid is refunded.
2. Clearance and handling fees
Our clearance and handling fee covers work already performed (entry filing, documentation) and is non-refundable once the shipment has been cleared, except in case of our error.
3. Freight and delivery services
Bookings cancelled before pickup are refunded, minus any costs already incurred and stated in your quote. Once a shipment has been picked up, freight charges are not refundable, except where we fail to perform the service.
4. Damaged or lost shipments
Claims for loss or damage are handled under our Shipping Policy and Terms of Service.
5. How to request a refund
Email [email protected] or use our contact form with your tracking number, the invoice concerned and a short explanation. We acknowledge every request within 2 business days and give a decision within 10 business days. Approved refunds are issued to the original payment method.
6. Card disputes
If you believe a charge is incorrect, please contact us first: most issues are resolved quickly and refunds through us are faster than a card dispute. If you open a dispute with your bank, we will provide the shipment records, customs documents and invoice to the card issuer.
Contact
KDX Group LLC
1209 Mountain Road Pl NE, Ste H, Albuquerque, NM 87110, USA
Email: [email protected]