Refund Policy

1. What this policy covers

This policy covers payments made to Swiftbox T&T for an invoice: shipping and handling charges, insurance, and the government charges (customs duty, Online Purchase Tax and VAT) we collect on behalf of the Government of Trinidad and Tobago. It applies whether you pay by card online, or in cash or LINX on delivery. It forms part of our Terms of Service.

2. Card payments are charged in US dollars

Your invoice is in Trinidad and Tobago dollars (TT$). When you pay online by card, Apple Pay or Google Pay, your card is charged in US dollars at the exchange rate shown to you at checkout, for example “TT$680.00 = US$100.00 at 6.80”. That rate is fixed for your payment the moment you pay. Your bank may add its own foreign-transaction fee; Swiftbox does not receive that fee and cannot refund it.

3. Government charges are not refundable

Customs duty, Online Purchase Tax and VAT are assessed by Trinidad and Tobago Customs and paid over to the Government. Once a package has been cleared, those charges cannot be refunded by Swiftbox. If you believe an assessment was wrong, contact us and we will help you raise it with Customs.

4. When Swiftbox's own charges are refunded

Swiftbox refunds its own shipping, handling and insurance charges where:

• we made a billing error, such as charging the wrong weight or the wrong rate;
• you were charged twice for the same invoice;
• a package was lost or damaged while in our care, up to the insured value stated on the invoice, under the conditions in section 6 of our Terms of Service.

Shipping charges are not refunded because a package was delayed by customs, weather or a carrier, or because you changed your mind after the package left the United States.

5. How refunds are paid

A card payment is refunded to the same card, in US dollars, at the same exchange rate that was used when you paid — never at a later rate. A refund of the whole payment returns exactly the US$ amount charged; a part refund converts the TT$ amount at that same rate. Refunds are sent within 10 business days of approval; your bank may take a few more days to show it.

A payment made in cash or LINX on delivery is refunded by bank transfer to a Trinidad and Tobago bank account in your name.

6. Disputed card payments

Please contact us before asking your bank to reverse a payment. We keep the invoice, your pre-alert, the customs clearance record and the signed delivery record for every card payment and will share them with you on request. A payment disputed with your bank while a package has already been delivered may be referred to your bank with that record.

7. How to ask for a refund

Message us on WhatsApp at (868) 609-3000 or email info@swiftboxtt.com with your invoice number and what went wrong. We answer within two business days.