Refund policy

1. General principle

Each shipment is governed by the warranties offered by the carrier and by the commercial agreements Cuba Envios assumes with the customer. Those conditions are the ones confirmed in writing when the shipment is accepted. The site does not allow you to contract or pay for a shipment online: contracting and payment are formalized with the operation through the service channels.

When a shipment cannot be completed for reasons attributable to the operation, Cuba Envios reviews the case and, where appropriate, refunds the amount or agrees on another solution with the sender.

2. Cases in which a refund applies

• The shipment is not dispatched for reasons not attributable to the sender, such as suspension of the route or inability to collect the goods.
• A customs incident occurs that is shown to be attributable to an error by the operation, and the goods cannot continue in transit.
• Delivery is not made because Cuba Envios or the carrier does not complete distribution at destination.
• An error by the operation is established, for example incorrect execution of the delivery instruction or an assessment that does not correspond to what was agreed.

3. Cases in which a refund does not apply

• The shipment is delayed for reasons beyond the operation's control, provided the operation informs of the delay and offers the available alternatives.
• The recipient is not at the address, does not accept delivery, or refuses to receive the goods.
• The sender changes their mind after the shipment has been dispatched and is in transit.
• The goods are not admitted at destination, provided the declaration submitted was truthful and the restriction was applicable and verifiable.

4. Form and timing of the refund

The refund is returned by the same means used to pay for the operation, once Cuba Envios has reviewed the incident and accepted the claim. If payment was made by transfer, the refund is made through that same channel.

The period to resolve the claim and execute the refund is the one Cuba Envios can commit to in the written response it provides. That communication always states what will be refunded, within what period, and on what grounds.

5. Refund costs

If the refund applies for a reason attributable to the operation, the refund is made at no additional cost to the sender.

If a refund is agreed and the incident arose from an incorrect declaration by the sender, the operation may deduct from the refunded amount the transport, storage, or return costs already incurred, provided they are itemized in writing.

6. Claims

The written channel to file a claim is Pending completion by legal counsel, stating the tracking number, a description of the incident, and the date it occurred. While that address does not exist, you can file a claim by telephone at +1 (239) 258-7677, by WhatsApp at https://wa.me/12392587677, or at any of the three Florida offices (Cape Coral, Lehigh Acres, and Port Charlotte). Cuba Envios is responsible for assessing the case.

If the response does not satisfy you, you may request a review of the case through the channel we indicate and, ultimately, turn to consumer bodies or the appropriate judicial route.