All claims must be submitted in writing within 3 days of HKG Ship receiving the shipment.
Each shipment is limited to one claim, and once compensated, it is considered fully resolved.
Shipment Inspection, Shortage and Damage Claims
1. Inspection upon Receipt
Customers should inspect the condition of the outer packaging, seals, waybill labels, internal packaging, and contents of the shipment as soon as reasonably practicable after delivery.
2. Obvious Loss, Damage or Tampering
If a shipment arrives with obvious signs of damage, unboxing, tampering, resealing, or shortage of contents, the customer should, as soon as reasonably practicable:
* Refuse to accept the shipment or request that the issue be noted on the proof of delivery;
* Take photos of all sides of the package before opening; and
* Notify HKG Ship in writing within 24 hours of delivery.
3. Shortage, Incorrect Items or Concealed Damage
If the outer packaging appears intact, but the customer claims a shortage, incorrect items, or damage to the contents, a written claim must be submitted to HKG Ship within five (5) calendar days from the carrier's recorded delivery date.
The notification must clearly specify the shipment and the items involved.
4. Required Evidence
The customer must submit all reasonably obtainable evidence, including:
* HKG Ship shipment number;
* Tracking number of the relevant inbound package;
* Purchase invoice or proof of value;
* Accurate name, quantity, dimensions, and description of the product;
* Photos of all sides of the outer packaging;
* Photos of the waybill label, seals, and internal packaging;
* Photos of all received items;
* Unboxing video (if available);
* Date and approximate time of the first unboxing; and
* Carrier report, delivery documents, or other relevant information.
HKG Ship may also request the customer to sign a statement confirming the actual situation of receipt and unboxing.
5. Retention of Packaging
The customer must retain the original outer packaging, waybill labels, seals, internal packaging, and all received items until the investigation is complete. These items must not be disposed of, altered, or returned without the written consent of HKG Ship.
Failure to retain relevant packaging or evidence may prevent HKG Ship or the carrier from properly investigating the claim.
6. Late Notification
A claim will not be automatically rejected solely because the notification period has been exceeded.
However, if the delay has materially hindered a reasonable investigation, such as the unavailability of relevant packaging, weight records, carrier evidence, photos, CCTV footage, or other operational records, HKG Ship may reject or reduce the claim.
This clause does not exclude or limit any rights that cannot be excluded or limited under applicable law.
7. Investigation
The customer submitting a claim does not imply HKG Ship's admission of liability.
HKG Ship may conduct an investigation based on existing evidence, including warehousing records, inbound and outbound tracking records, weight records, packaging records, photos, CCTV footage, and carrier information.
The customer must provide reasonable cooperation and necessary supporting documents. HKG Ship may defer a final decision until it receives information that the customer should reasonably provide.
For privacy, security, and operational reasons, HKG Ship is not obligated to provide unrestricted full CCTV footage or internal records containing other customer and warehouse security information. Where reasonably practicable, HKG Ship may provide relevant investigation results, redacted records, or appropriate footage.
8. Assessment of Compensation
Any compensation will be assessed based on existing evidence, proven cause of loss, and applicable terms of service.
Unless otherwise required by applicable law, the maximum compensation will not exceed the lowest of the following three amounts:
* The actual purchase cost documented by the customer;
* The declared value of the goods to HKG Ship before shipment; or
* The maximum liability or coverage accepted by the customer when purchasing the service.
To the extent permitted by law, anticipated resale profit, business loss, loss of opportunity, and other indirect or consequential losses are not included in the compensation.
Unless otherwise stated in writing by HKG Ship, any discretionary compensation does not imply HKG Ship's admission of liability.
9. False or Misleading Claims
Customers must ensure that all information and evidence submitted for a claim are complete and accurate.
If HKG Ship has reasonable grounds to believe that the customer has submitted materially false, altered, or misleading information, HKG Ship reserves the right to reject the claim, suspend the account, or take other appropriate actions.
