1. The nature of our services
Sparkium provides freight forwarding, customs brokerage and warehousing services. These are professional services delivered on a per-shipment basis — not physical goods. As such, "returns" do not apply in the traditional retail sense, but cancellations and refunds do, and the rules below apply.
2. Cancelling a booking
Once a booking is confirmed in writing, the following cancellation framework applies:
- Before any carrier or supplier costs are incurred — full refund of any deposit paid, less an RM 150 administration fee.
- After carrier booking but before cargo collection — refund of paid amounts less third-party cancellation charges actually levied (carrier no-show, container detention, etc.) and an RM 250 administration fee.
- After collection / loading — refunds are generally not possible because performance has begun. We will still review on a case-by-case basis where appropriate.
3. Service failure
If we materially fail to perform the agreed service — for example, missing a documented uplift window without acceptable explanation — we will refund the applicable portion of our forwarding fee. Liability for cargo loss, damage or delay is governed by the Standard Trading Conditions referenced in our terms.
4. Duplicate or erroneous charges
Where you have been billed twice for the same line item, or where a clerical error has resulted in an over-charge, contact [email protected] with the invoice reference. We will validate and refund within ten working days.
5. How we process refunds
Refunds are returned via the same payment channel and bank account used for the original payment. Cross-currency refunds use the prevailing rate on the day of processing. International bank charges are deducted unless the refund arises from our error.
6. Disputes
If you are unhappy with how a refund request has been handled, please escalate to our Operations Director at [email protected]. We are also a FIATA-affiliated forwarder and follow FIATA's recommended dispute resolution practice for unresolved international cases.
7. Statutory rights
Nothing in this policy limits any rights you have under the Malaysian Consumer Protection Act 1999 or other applicable law.
Questions about a specific case? Contact [email protected] or call +60 3-2785 4216.