Any claim will only be made from the Australian warehouse to the destination receiving place. The customer arranges or selects a third party company to send it to the warehouse of AuAsia experss, and AuAsia express does not bear any responsibility for this section of transport. In case of loss, damage or partial loss during the express transportation of AuAsia express, the customer can apply for compensation according to these rules and standards.
A. Compensation for lost or damaged items
Full case lost – Whole parcel lost
1. Since the system shows that the processing center of our company has not received the package within 30 working days, it is confirmed that the whole package is lost after our company verifies the situation.
2. No matter whether the items are received by customer themselves or by any third person, once the parcels are normally signed, the application for "full container loss" will be deemed invalid, and the company will not compensate.
3. The claim time limit for the loss of full container items is 10 working days (with the package confirmed by our company as the calculation point for the loss of full container items). If the time limit for compensation is exceeded, the company will be deemed as giving up the claim.
Some items lost
1. When signing for the items, if the missing items are found, the addressee shall ask the courier for the unpacking certificate to confirm that part of the items are missing.
2. Our company is based on checking the weight of package. If it is found that the weight of the whole box of items is the same at different nodes during transportation, no claim will be made. If a single article is lost and cannot be provided with express box opening certificate or cannot be proved as the responsibility of express delivery, no claim will be made.
3. The claim time limit for the loss of some items is 2 working days. If the time limit for compensation is exceeded, the company will regard the customer as giving up the claim.
Damaged internals - Damaged items
1. After the package is sent out, it is necessary to track the route of the package in time and sign in as much as possible. The confirmation process of damaged package is as follows:
1) When signing, check whether the outer package is intact and whether the sealing tape has traces of unpacking and repackaging.
2) If the package is damaged or seriously deformed, first ask the courier to issue the damage certificate and photo retention certificate face to face, then open the box to check the damage or loss of the contents, and colleagues also ask the courier to issue the certificate.
3) If the package is in good condition and the internal parts are damaged or lost, the courier should also issue a certificate on the spot.
2. If you entrust others to collect the package, you need to remind the agent to complete the above process of face-to-face unpacking and signing. Otherwise, if the package is damaged or lost upon receiving, our company will not compensate.
3. If the courier is entrusted to send it to the express cabinet and other agent points to sign for it, it will be signed in person by default, and our company will not bear any responsibility for damage or loss.
4. When unpacking and signing, if the package is intact and the contents are damaged or lost, the courier will issue relevant certificate and if the outer package is slightly damaged but the contents are intact and intact, the recipient will refuse to sign. If the package is damaged or lost again in the process of return and redistribution, our company will not compensate.
5. The time limit for claim settlement is 2 working days. If the time limit for compensation is exceeded, the company will regard the customer as giving up the claim.
B. Compensation Evidentiary requirements
Claim channel
1. AuAsia express Malaysia special line official website：https://www.au-mas.com.au/
2. "Online customer service" page in mobile app [au-mas]
3. Claim processing time: 10:00 to 18:00 on weekdays (except public holidays)
Claim process
1. If the whole package is lost, the claim shall be made within 10 working days. If some packages are lost or damaged, the claim shall be made within two working days. Our company has the right not to accept the claim beyond the time limit.
2. Within 48 hours after putting forward the claim, the relevant claim evidence shall be provided to the staff as required by our company.
3. Wait patiently for the results.
Evidentiary requirements
1. The overall picture of the items at the time of signing in;
2. Clear photos of damaged parts of items;
3. Photos of the leakage contaminated parts of the parcel;
4. Photos of the attached surface sheet of the parcel;
5. Proof of purchased (part of claim requirements);
6. List of items (please mark the name and price with obvious identification).
Claim amount
The compensated amount is determined by price provided when filling in the form,purchase receipt and Australian market price, with the upper limit of $150 per box. The claim amount is limited to the value of the items. There is no claim for freight, consumables and other expenses.
C. Claim settlement
Special commodities
1. Fragile and liquid parts
Glass products, ceramic products, LCD screen, powder, liquid, iron, shampoo and so on, customers need to use cushioning materials to reinforce and package separately, our company will not claim.
2. Easy to melt
On the contrary, in winter and summer in the northern and southern hemispheres, it is impossible to keep the temperature constant in the whole process of international transportation and distribution. Therefore, chocolate, capsules, soft candy and other contents appear to melt, please take protective measures, our company will not claim.
Packaging requirements
1. Please pack them in a thick cardboard box. If the gap between the boxes and the checked items is very large, please add proper fillers, such as bubble column, plastic foam, and so on. If the package is not properly packed due to the large gap in the package, it will be damaged and damaged.
2. Please do not pack the prohibited items in the packing box. Please refer to the prohibited items section for the specific types of prohibited items.
3. Please do not put too many items in one packing box, which will cause overweight. Please refer to our packing rules for package weight requirements.
4. Fragile products and liquid products should be wrapped with bubble column or multi-layer bubble paper. If the bare package is damaged, it will be regarded as improper packaging and cannot be compensated.
5. If the liquid bottle cap is not sealed with wide adhesive tape, it can not be compensated by shaking and twisting.
D. Disclaimer
1. For the loss caused by the delay of prescription not caused by our company. Such as: customs clearance time limit, customs fastener return, flight delay, customer delay in payment, express delivery delay, recipient information error and other changes in the nature of the items, our company will not claim;
2. Claims that exceed the acceptance time limit and those with incomplete claims materials will be returned;
3. Because of the design defects, such as Ensure and powdered milk, Bio-E enzyme, Maxigenes canned whole milk powder, and so on, due to design defects, our company will not claim damages if the cans are not damaged and the packages are not damaged.
4. Weather or pressure: there will be no compensation for the deformation, melting and bursting of the items caused by weather or pressure difference. There will be no compensation for the deformation of the solid items in the package under the influence of external force (such as changing the original shape due to the powdery air pressure difference). For example: natural ` s way full range of soft candy melting, bio island full range of bottle deformation, internal melting, chocolate and other related products melting, black sugar pop cans and capsule products melting, adhesion;
5. No claim will be made for leakage of health care products or liquid due to untightened bottle mouth;
6. The loss or damage of the items falsely reported, concealed, overstated or omitted by the customer in the list of declared items. The customer shall be responsible for the losses caused by the customs' request for return, customs duties and fines due to the customer's failure to declare truthfully; We also reserve the right to pursue further responsibility.
7. Losses or expenses caused by natural wear and tear, essential defects of items, rise and fall of market price, etc;
8. Due to factors beyond our control such as customs clearance and customs inspection, the products will not be compensated for overdue or deterioration;
9. Due to the nature of the consigned items, the damage, defects, characteristic or inherent defects, poor packaging of the items, natural nature and inherent defects caused by the transportation process can not be avoided by reinforcement;
10. The quality or quantity of the customer's items is poor before they are delivered to our company;
11. Due to the customer forecast is not consistent with the result of less (commodity quantity understatement, omission, error report);
12. The contents of the package are damaged or missing due to customs open case inspection;
13. The outer package of the package is not damaged, and there is no trace of unpacking and secondary packing. Our company will not be liable for the damage and loss of the items in the package;
14. If the outer packing box is deformed, damaged or cracked, but does not affect the internal products, no matter whether it is reinforced or not, it will not participate in the damage claim;
15. Dangerous items and contraband are not included in the claim (for example: compressed gas, liquefied gas, flammable liquid, acid-base corrosive items and other prohibited items);
16. If the consignment is damaged or lost due to force majeure (earthquake, tsunami, plane crash, etc.) or the nature of the consignment itself, or due to the fault of the sender or the addressee, it shall not participate in the settlement of claims; Air crash, invasion of public enemy, act or negligence of government authority, legal authority, customs or quarantine officer, riot, strike or other regional dispute, civil commotion, danger brought by war, or caused by matters beyond the control of the company, such as interruption of national or regional air or ground transportation system or interference or failure of communication system. In this case, the company will still make reasonable efforts to deliver the items to the destination as soon as possible. However, we have no obligation to give you notice and bear the liability for compensation after the event;
E. Prohibited items
International express contraband:
1. Valuable securities that are difficult to estimate value and valuables that are easy to lose, such as Bill of lading, verification form, passport, quota certificate, permit, license, personal certificate, bill of exchange, invoice, domestic or foreign currency (cash), gold and silver ornaments, artificial jewelry, mobile phone;
2. Inflammable, explosive, corrosive, toxic, strong acid-base and radioactive dangerous items, such as matches, detonators, gunpowder, firecrackers, gasoline, diesel oil, kerosene, alcohol (liquid and solid), sulfuric acid, hydrochloric acid, nitric acid, organic solvents, pesticides and other chemical products listed in the "practical manual of dangerous chemicals" published by chemical industry press;
3. All kinds of strong poisons, narcotic drugs and psychotropic substances, such as arsenic, opium, morphine, cocaine, heroin, marijuana, etc;
4. Articles prohibited by national laws and regulations, such as cultural relics, weapons, ammunition, simulated weapons, etc.
5. Newspapers, books, pictures, publicity materials, audio-visual products, laser discs (VCD, DVD, LD), computer disks and discs containing reactionary, obscene or indecent contents;
6. Those that hinder public health, such as corpse bones (including burned corpse bones), animal skins without nitrate, animal bones without medicine, etc; Animals, plants and their specimens;
7. White powder with unidentifiable components;
8. Personal letters, etc.
Air contraband:
The article that threatens the safety of air flight refers to the article or substance that may obviously endanger personal health and safety or cause damage to property in air transportation.
There are mainly the following categories:
1. Explosives: such as fireworks, detonating fuse, etc;
2. Gas: such as compressed gas, dry ice, fire extinguisher, air accumulator (without discharge device, can not be re inflated), life saver (can automatically expand), etc;
3. Flammable liquids such as paint, gasoline, alcohol, oil, camphor oil, engine starter, turpentine, tin water, glue, perfume, etc.
4. Flammable solids: spontaneous combustion substances, substances that release flammable gases when meeting with water, such as candles, activated carbon, titanium powder, dried coconut, castor products, rubber crumbs, safety matches (box or piece), dry white phosphorus, dry yellow phosphorus, magnesium powder, etc;
5. Oxidants and organic peroxides: such as potassium permanganate;
6. Toxic and infectious substances: such as pesticides, lithium batteries, tear gas, etc;
7. Radioactive substances;
8. Corrosive products: such as batteries, alkaline battery liquid;
9. Magnet, magnetic steel and other products with strong magnetism without degaussing protection package.
The final interpretation right of these rules belongs to AuAsia express