Claims & compensation | AV Logistics

This policy describes how AV Logistics handles complaints and compensation when goods are lost, damaged or delayed.

How to file a claim

the shipment code, or the sender and recipient details;
what happened;
photos or video of the parcel and the goods (a video taken while opening is best);
proof of the goods' value (invoice, receipt), if you have it.

Please tell us as soon as you notice a problem, ideally when the parcel arrives. The sooner you tell us, the easier it is to check with our carriers.

Receipt: we confirm we have your claim and tell you if anything else is needed.
Investigation: we check the shipment record and work with our carriers and customs to find the cause.
Agreement: when the fault lies with AV Logistics or our partners, we agree the compensation with you.
Payment: compensation is paid in the way we agree, confirmed in writing.

Compensation is based on the declared value of the goods, the extent of the loss and any cargo insurance you bought.
Insured goods are compensated under the terms of that insurance.
The compensation for uninsured goods is explained to you before you ship. Please ask us, and consider insurance for valuable goods.

AV Logistics is not liable for compensation when:

the goods are prohibited, undeclared, or declared with the wrong name, quantity or value;
the goods are held, seized or destroyed by the authorities for breaking the rules of the sending or destination country;
damage comes from the nature of the goods (perishable or fragile goods not disclosed in advance) or from packing done by you against our guidance;
delays are caused by flight schedules, weather, customs inspections, public holidays or force majeure;
the recipient signed for the parcel without noting any damage and without supporting evidence;
the recipient details you gave us were wrong.

For any question about claims and compensation, contact us through the channels on our contact page.