Cancellation & Refund Policy

This policy explains how SUPER SAVE LANKA (PVT) LTD evaluates cancellation, rescheduling, and refund requests for Colombo Mail services. Because our services are operational in nature, we incur costs the moment a pickup, airway bill, or customs filing is created. The timelines below describe when a request can be honored.

1. Before pickup

• Shipments can be cancelled up to 2 hours before the confirmed pickup slot with zero fee. Any prepaid amount is refunded to the original payment method within 6–8 working days.
• Rescheduling to a new slot is free if requested at least 1 hour before the driver is dispatched.

2. After pickup but before export

• If the shipment has been collected but not yet manifested with an airline or line-haul partner, we charge an operational fee covering pickup, handling, and storage. Remaining freight charges are refunded.
• Dangerous goods, temperature-controlled shipments, and high-value cargo become non-refundable once they enter bonded storage.

3. After export or delivery attempt

• Once the airway bill is activated, freight charges are non-refundable. We will assist with recall or return-to-origin on a best-effort basis and bill the actual airline/carrier fees.
• Failed delivery due to consignee unavailability will trigger up to two reattempts. Storage/demurrage beyond the free period is chargeable to the shipper.

4. Service issues

• Claims for damage or partial loss must be reported within 48 hours of delivery with photographs, invoice, and packing proof. Approved claims are settled as per our liability limits or purchased cargo insurance.
• If we miss the committed pickup or dispatch window without force-majeure justification, we will credit the affected shipment fee or arrange a no-cost reattempt.

5. Refund processing

• Approved refunds are initiated via Razorpay or bank transfer within 6–8 working days.
• Depending on the payment instrument, funds may take an additional 2–4 days to reflect in the customer account.
• We provide GST-compliant credit notes for every reversal. These should be retained for your records.

6. How to raise a request

Email info@colombomail.lk or call (+94) 114 896 660 with the airway bill number, pickup date, and reason for cancellation/refund. Our support team responds within 4 business hours and logs the case ID for tracking.