Refund Policy

1. Scope and covered services

We cover three distinct services, each with its own cancellation and refund rules:

• Catalog orders: products from our store shipped to Cuba. The product price includes shipping.
• Shipping orders: you give us your own packages and we ship them to Cuba. Shipping and customs fees are charged separately.
• Transport orders: ground delivery within the state of Florida.

2. Catalog orders

Each catalog product price includes shipping to Cuba. When applicable, refunds apply to the full order total.

• Cancellation before dispatch: you may cancel and receive a full refund as long as the package has not yet been dispatched. Submit cancellation requests as soon as possible by emailing soporte@paketico.com with your order number.
• After dispatch: once the package leaves our warehouse, cancellations are not accepted. Non-delivery coverage applies per section 5.
• Item out of stock at dispatch: if available inventory is insufficient to complete your order, we automatically refund the unavailable items to your original payment method. No action is required from you.

3. Shipping orders

In shipping orders, you prepare and seal your own package. The fees you pay cover handling, international transport, and customs processing. The contents of the package are entirely your responsibility.

• Before the package reaches our warehouse: you may cancel and receive a full refund of fees paid.
• After we take possession of the package: handling and processing fees are non-refundable. If you wish to retrieve the package, you may do so at your own transport cost.
• Package contents: you are responsible for the items you ship and for compliance with United States export laws and Cuban import regulations. Paketico does not inspect or guarantee package contents.

4. Transport orders

For ground transport services within the state of Florida the following rules apply:

• Before the scheduled pickup: you may cancel and receive a full refund.
• After pickup begins (package in transit): 50% of the fee is refunded. The remaining 50% covers operational costs already incurred (fuel, driver time, assigned route).
• After successful delivery: refunds are not accepted.

5. Delivery times

The delivery windows shown at checkout are estimates and reflect typical timing under normal conditions. Actual delivery may extend due to Cuban customs processing, transport availability, force majeure events (natural disasters, regulatory changes), and other circumstances outside our control. Estimated windows are not guaranteed.

If a package is never delivered — whether lost in transit, seized by customs without justification, or for any other reason not attributable to you — we issue a full refund to your original payment method. For catalog orders, inventory is restored automatically.

6. Damaged products on arrival

This coverage applies only to catalog orders, as we are the ones packing the products. For shipping orders, package sealing and packing are your responsibility.

If a catalog product arrives damaged, contact us within 7 days of delivery at soporte@paketico.com with:

• Your order number.
• Clear photographs of the outer package and the damaged product.
• A short description of the damage.

7. Cuban customs seizures

Decisions made by Cuban customs are at the discretion of the Cuban government and are outside Paketico's control. The refund policy depends on the order type:

• Catalog orders: the products we offer comply with United States export regulations and Cuban import rules. If a catalog item is nonetheless seized, it is considered non-delivered and section 5 applies (full refund).
• Shipping orders: the contents of shipping packages are determined by you. The fees paid cover the handling, transport, and customs processing performed in full. Shipping fees are non-refundable in the event of customs seizure of shipping orders.

8. Refund processing

Refunds are issued to the original payment method used at purchase (credit card, debit card, or digital wallet). Typical processing takes 5 to 10 business days, depending on the issuing bank and Stripe's standard timing as our payment processor.

Paketico is not responsible for delays in when the refund appears on your statement once Stripe has confirmed dispatch to your bank.

9. How to request a refund

To request a refund or cancellation, contact us through one of the following channels:

• Response time: we respond to requests within 2 business days. Urgent requests (package about to be dispatched) are prioritized.

• Email: soporte@paketico.com (always include your order number).
• Support chat inside the Paketico mobile application.

10. Non-refundable cases

We do not issue refunds in the following cases:

• Products damaged after successful delivery to the recipient in Cuba (post-delivery handling beyond our reach).
• Successfully completed transport orders.
• Shipping fees paid on shipping orders seized by Cuban customs.
• Tip charges or voluntary contributions to the driver or recipient, when applicable.
• Cancellations requested after the package has left our warehouse, except for cases covered by sections 5 and 6.

11. Bank chargebacks

If you have an issue with an order, please contact us first before initiating a chargeback with your bank. We resolve most cases directly and faster than the bank process, which can take 30 to 90 days.

Chargebacks initiated without prior contact may result in the suspension of your account until the dispute is resolved.

12. Changes to this policy

We may update this policy periodically. Significant changes will be communicated through a notice on our platform or by email. The last updated date appears at the top of this page.

13. Contact

For any question about this policy or to start a refund request, contact us at:

• Email: soporte@paketico.com
• Operator: IMB Logistics LLC dba Paketico
• Florida, United States