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Refund & Cancellation Policy

Understanding our refund process and cancellation terms

Last Updated: 01 May 2026  |  This policy outlines the conditions under which refunds and cancellations are processed by CrystaLogistics. We aim to be fair, transparent, and prompt in all refund matters.

Cancellation before Pickup
Full refund within 5–7 business days
Cancellation after Pickup
No refund; return charges may apply
Loss/Damage Claim
Raise within 7 days; resolved in 15 days
COD Remittance
3–7 business days post delivery
Before Pickup

You may cancel a booked shipment before it is picked up by our courier executive. To cancel:

  • Contact our support team at support@crystalogistics.in or call +91 6207672544 with your AWB number.
  • A full refund of the prepaid shipping charge will be processed within 5–7 business days.
  • Convenience fees or payment gateway charges (if any) may be deducted from the refund.
After Pickup
  • Once a shipment has been picked up and inducted into our network, cancellation is not possible.
  • If you wish to get the shipment back, a return request can be raised. Return charges at standard rates will apply.
  • No refund will be issued for shipments already in transit.

Refunds will be considered in the following situations:

ScenarioRefund StatusTimeline
Cancellation before pickupFull Refund5–7 business days
Service failure — shipment not picked up within 48 hrs of bookingFull Refund5–7 business days
Shipment lost in transit (confirmed by investigation)Up to declared value or ₹5,00015 business days
Shipment damaged in transit (verified)Partial / Full (case-by-case)15 business days
Duplicate paymentFull Refund3–5 business days
Incorrect charge billedDifference Refunded5–7 business days
Cancellation after pickupNo Refund—
Refused/RTO shipments (consignee refusal)No Refund—
Prohibited item seizureNo Refund—

Refunds will not be issued in the following cases:

  • Delay in delivery due to incorrect or incomplete address provided by the consignor.
  • Consignee unavailability leading to return-to-origin (RTO).
  • Damage caused by improper or inadequate packaging by the consignor.
  • Natural calamities, strikes, lockdowns, or any force majeure events causing delay or loss.
  • Shipments containing prohibited or restricted items.
  • Claims raised after the specified claim window (7 days for loss, 24 hours for damage on delivery).
  • Shipments covered under a special SLA where separate compensation terms apply.
  • COD amounts collected from the consignee will be remitted to the consignor's registered bank account within 3–7 business days from the date of delivery confirmation.
  • Bank account details must be registered and verified in advance. Delays due to incorrect bank details are the consignor's responsibility.
  • COD remittance may be withheld if the consignor has any outstanding dues with CrystaLogistics.
  • If a COD shipment is returned undelivered, the COD amount will not be collected and no remittance will be made.

To file a claim for a lost or damaged shipment:

  1. Email support@crystalogistics.in with subject: "Claim — AWB [your AWB number]".
  2. Attach: Original booking invoice, photos of damaged item/packaging (for damage claims), and a brief description of the issue.
  3. Our claims team will acknowledge your request within 48 hours and initiate an investigation.
  4. Investigation and resolution will be completed within 15 business days.
  5. Approved claim amounts will be credited to your wallet or bank account as agreed.
Important: Claims for damage must be raised within 24 hours of delivery. Claims for loss must be raised within 7 days of the expected delivery date. Late claims will not be entertained.
  • Approved refunds may, at CrystaLogistics' discretion, be credited to your CrystaLogistics Wallet instead of the original payment method — unless you specifically request a bank/source refund.
  • Wallet credits can be used for future shipments and have no expiry.
  • Wallet balance is non-transferable and non-cashable unless the account is being closed.
  • On account closure, remaining wallet balance above ₹500 will be refunded to the registered bank account within 10 business days.

Our support team is available Monday to Saturday, 9:00 AM – 7:00 PM IST.

Please keep your AWB number handy when contacting us — it helps us resolve your query faster.

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