Refund Policy

Overview

At Lava Fulfillments, we strive to provide exceptional fulfillment services. This refund policy outlines the circumstances under which refunds or service credits may be issued.

Service Credits

We may issue service credits in the following circumstances:

• Service Errors: If we make an error in fulfillment that results in additional costs to you
• Inventory Damage: For damage caused by our negligence (subject to investigation)
• System Downtime: Extended unplanned outages affecting your operations
• SLA Violations: Failure to meet agreed service level agreements

Non-Refundable Services

The following services and fees are non-refundable:

• Setup and onboarding fees (if applicable)
• Storage fees for periods already utilized
• Completed fulfillment services
• Custom packaging or materials already produced
• Rush processing fees
• Third-party shipping costs

Cancellation Policy

Service Cancellation

• 30 days written notice required for account closure
• All outstanding fees must be paid before closure
• Inventory must be removed within 30 days of cancellation
• Abandoned inventory may be disposed of after 60 days

Order Cancellation

• Orders can be cancelled before processing begins
• Once picking has started, cancellation fees may apply
• Shipped orders cannot be cancelled

Refund Process

1. Submit refund request in writing within 30 days of the service date
2. Include order numbers, dates, and detailed explanation
3. Our team will investigate within 5 business days
4. If approved, credits will be applied to your next invoice
5. Cash refunds may be issued at our discretion

Dispute Resolution

If you disagree with our refund decision:

1. Request a review by senior management
2. Provide additional documentation supporting your claim
3. If unresolved, disputes will be handled through arbitration
4. All disputes must be filed within 60 days of the service date

Limitations

Our liability for any service issue is limited to:

• The fees paid for the affected service
• Reasonable replacement costs for damaged inventory (up to declared value)
• We are not liable for consequential or indirect damages
• Force majeure events are excluded from refund eligibility

Contact Us

For refund requests or questions about this policy: