01Before you pay
A quote is not an order until you approve it and payment is completed. You can ask us to revise or cancel a quote before payment at no charge.
02After payment, before we purchase
If you cancel before we buy the item, we will refund the amount you paid, less any payment-provider or currency-conversion fee that PayPal or the payment provider does not return to us.
We will tell you whether the purchase has started before we cancel. If it has, the next section applies.
03After purchase, before international shipping
If we have already bought the item, cancellation depends on the seller's return policy and the item's condition.
We will try to return the item to the seller where possible. Amounts that may be non-refundable include:
- the item cost, if the seller does not accept a return;
- return shipping, restocking, or supplier fees;
- payment-provider and currency-conversion fees; and
- any carrier, customs, or storage cost already incurred.
Checks and packing are included in the service at no separate charge. There is no service-fee line to refund.
We will show you the deductions before processing the refund.
04After international shipping
Once a parcel has been handed to the international carrier, a change of mind is generally not a cancellation right. We may be able to request an interception or return, but the carrier may refuse, charge a fee, or deliver the parcel anyway.
If a return is possible, you are responsible for the carrier's return fee, original shipping cost, customs charges, and any non-refundable service cost.
05After delivery
We do not offer unconditional change-of-mind returns after delivery. This does not affect a statutory right that cannot be excluded, including any applicable EU/UK withdrawal right.
If the item is damaged, lost, or materially different from the approved quote or description, contact us within 7 days of delivery.
06Damaged, lost, or materially different
Report the issue within 7 days of delivery and include:
- your request reference;
- photos of the parcel, shipping label, packaging, and item;
- an unboxing video if available; and
- a clear description of what is wrong.
We will review the evidence, the seller's description, the QC record, and the carrier's claim rules. Possible remedies include:
- a replacement or repair;
- a partial refund;
- a full refund of the affected item; or
- support with a carrier or seller claim.
We cannot guarantee a particular outcome where the cause is a seller's misdescription, carrier loss, customs action, or a risk that was disclosed before purchase. We will explain the reason for the decision.
07What is generally non-refundable
Unless the law says otherwise, the following are generally non-refundable once the work or cost has been incurred:
- personalised, custom-made, or made-to-order items;
- perishable goods;
- items that cannot be returned for hygiene or safety reasons;
- international shipping and carrier surcharges already incurred;
- customs duties, taxes, and clearance fees already paid;
- payment-provider and currency-conversion fees that are not returned to us; and
- storage or disposal costs caused by a prohibited, misdeclared, or abandoned item.
Checks and packing are included at no separate charge. They are not a fee line that can be refunded or deducted.
08US and Canada DDP fees
US and Canada shipping prices include import duties and taxes under the forwarder's DDP service. If an order is cancelled or returned, the DDP portion is refundable only to the extent the forwarder refunds it to HaulMio.
Customs may re-assess a parcel after delivery. If the forwarder or customs assesses an amount outside the DDP scope, we will contact you and explain the options.
09How to request a cancellation or refund
Email hello@haulmio.com with:
- your request reference (for example,
HM-2026-0001); - whether you want a cancellation, refund, or return;
- the reason; and
- photos or documents that support the request.
We may ask for more information. Please keep the item, packaging, and labels until the request is resolved.
10Refund method and timing
We refund through the original payment method where possible, usually PayPal. The amount and currency may differ from the original charge because of exchange rates or payment-provider rules.
We aim to process approved refunds within 10 business days business days after approval. PayPal or your bank may take additional time to post the refund.
11Chargebacks
If you have a problem, contact us first. A chargeback can take longer than a direct refund and may require us to provide evidence to PayPal.
We may dispute a chargeback that we believe is inaccurate or duplicated. We will cooperate with PayPal and provide the order, quote, delivery, and communication records.
12Statutory rights
Nothing in this policy limits a consumer right that cannot be limited by agreement.
EU/UK customers: you may have a 14-day right to withdraw from certain distance contracts. The right does not apply to personalised or made-to-order goods, perishable goods, sealed goods that were unsealed after delivery, or other statutory exceptions. Because HaulMio buys and handles goods on your instructions, some orders may be treated as personalised or made-to-order. Please ask us before approving a quote if you are unsure.
13Contact
Refund questions: hello@haulmio.com