Refunds or replacements will not be issued on orders that do not clear customs or are delayed clearing customs due to missing permits or non-payment of VAT/taxes/duty fees. International customers are responsible for requesting any necessary import permits from their government agency prior to the scheduled shipping date(FAQ: What documents are required for shipments to locations outside the United States?), and be prepared to pay any applicable VAT/taxes/duty fees to ensure the package can be cleared through customs (FAQ: Who pays duty fees/taxes/VAT?).
If the fault lies with UTEX, we will send a replacement free of charge--for example if UTEX did not include the customer provided permit, or the order was packaged incorrectly. UTEX has the right to refuse all return shipments.