Refund policy

REFUND POLICY — YEO CARGO LLC

 

This policy covers two distinct situations: (1) refunds for lost or missing international shipments, and (2) returns and exchanges of products purchased from our online store.

1. Refunds for Lost or Missing International Shipments

Shipments handled through a virtual mailbox (purchases from external vendors): YEO CARGO LLC will only issue refunds for packages that were pre-alerted, had their commercial value declared, and, if applicable, had a declared-value level purchased prior to the shipping date.

Direct shipments not using a virtual mailbox (dropped off at our locations): YEO CARGO LLC will only issue refunds for packages whose value was declared and, if applicable, that had a declared-value level purchased prior to the shipping date.

This policy does not constitute, and should not be interpreted as, an insurance contract. The refundable amount is determined by the declared-value level purchased by the CUSTOMER (or, absent that, the default released value), in accordance with Chapter VIII — Declared Value of our Terms and Conditions of Service.

Process for Requesting a Refund

  1. Notification: The CUSTOMER must notify YEO CARGO LLC of the loss or disappearance of the package as soon as they become aware of it.
  2. Submitting proof (3 days): Within three (3) consecutive days following notification, the CUSTOMER must submit the corresponding purchase order or, in the case of shipments not using a virtual mailbox, proof of the declared value of their merchandise.
  3. Investigation (30 business days): Once this information is received, YEO CARGO LLC will have thirty (30) business days to verify in its system that the pre-alert and value declaration requirements were met, and to carry out the physical search and corresponding investigation before declaring the merchandise lost.
  4. Refund (30 + 15 days): Once the investigation is complete and YEO CARGO LLC's responsibility is established, the company will declare the loss and will have an additional thirty (30) business days, plus a fifteen (15) day extension, to issue the refund.

The refund will be issued exclusively as a credit balance to the CUSTOMER's mailbox account, to be used toward the payment of future shipments, for the amount corresponding to the declared-value level purchased. This refund will proceed provided the CUSTOMER submits an explanatory letter and/or pro forma invoice supporting the loss, damage, disappearance, theft, or robbery of the contents, and provided such responsibility is attributable to YEO CARGO LLC during a leg other than that within the final destination country (Venezuela or Colombia, as applicable) — that is, while the merchandise was in the custody of YEO CARGO LLC or its logistics partners prior to its customs clearance at destination.

For details on the available declared-value levels, their costs, coverage, and exclusions, please see Chapter VIII of our Terms and Conditions of Service.

2. Store Product Returns and Exchanges

Yeo Cargo LLC offers refunds and/or exchanges on products purchased from our online store within the first 30 days of purchase. After this period has elapsed, no refund or exchange of any kind will be offered.

Eligibility for refunds and exchanges:

  • The item must be unused and in the same condition in which it was received.
  • The item must be in its original packaging.
  • A receipt or proof of purchase is required to complete the return.
  • Only regular-priced items may be refunded; sale or discounted items are not eligible for a refund.
  • A charge of 15% of the order value will apply for restocking, return labels, and/or return shipping of the order to our facilities.

Exchanges: We only replace items if they arrive defective or damaged. If you need to exchange a defective or damaged item for the same item, email us at hola@yeocargo.com and send the item to: 1219 Hilton Rd Ste H, Knoxville, TN 37921.

Goods exempt from refund:

  • Gift cards.

Estimated refund time: Refunds may take 3-5 business days to be reflected. We recommend first checking your bank account or the statement of the card used; in some cases, your bank or card issuer may take additional time to officially process the refund.

If you have completed this process and still have not received your refund, please contact us at hola@yeocargo.com or by phone at +1 (305) 846-8060.

 

Effective date: September 11, 2026Â