Our Refund and Claim Policy outlines the steps and requirements for filing claims related to insured goods, including lost or damaged items. This policy ensures transparency and fairness, helping customers understand their rights and the procedures for seeking compensation. By adhering to these guidelines, we aim to provide efficient and reliable support throughout the claims process.
If goods were insured, a customer must notify Aquantuo of any claim for failure to deliver, lost item or damages in writing by submitting a claims report here, within 15 business days from the delivery date and provide Aquantuo with the inbound tracking number, sender details, the waybill number (if any) and complete receiver information.
Within 15 calendar days after the item has been identified as missing, Aquantuo will be required to fulfill their obligation as per the terms of the insurance policy or provide the customer with information explaining the reason that the shipment is not eligible for refund under the applicable limitations, exclusions or provide the customer with evidence of delivery to them.
Refunds will be made based on the item value insurance was paid on.
Aquantuo reserves the right to review the value of the package provided by the customer. In the case where failure to provide receipts, the market value of the item will be assumed.
The maximum declared value is $10,000 per package and $15,000 per pallet. If a single package or pallet to be insured exceeds this value, an Account Manager can be engaged for review prior to shipping.
For damaged items, Aquantuo will review the extent of damage and cost involved in fixing the item. A decision to fix or fully replace the item will be arrived at after consultations with the member if insurance is purchased. Please note that we will not refund refurbished or used items due to the risk involved in purchasing them.
If an item arrives damaged at any of our origin warehouses, we will notify you to arrange a return or inform us on how to proceed with the package. If an item gets lost between receipt at the country-of-origin warehouse and delivery to the destination, and insurance was paid, we will reimburse all fees except for the insurance fees and any accrued storage fees. Each case of damage or loss will be assessed individually.
A claim will not be eligible for refund where loss of item or failure to deliver on time is due to circumstances beyond Aquantuo’ s control to include but not limited to, inaccurate or incomplete shipment information to our warehouse, delivery instructions or information (missing, inaccurate or no receiver telephone number),shipment of prohibited items or force majeure.
A customer will not assign a different party to file a claim on their behalf.
Aquantuo will make every reasonable effort to deliver its consolidated shipments to the airline on time, but these schedules are not binding and do not form part of this contract.
Aquantuo can choose to settle with no refund to the customer if they were made aware of the need to purchase insurance but still ignored.
Aquantuo will not refund any lost or damaged items to customers who have confirmed fraudulent activities on their account or whose accounts have been blocked for any reason.
Aquantuo reserves the right to update our insurance policy anytime, with notifications via our website or direct communication.
By using Aquantuo’ s service, you agree to this policy.
This statement was last updated at 02/07/2024
If you have any questions or need further information, please contact us at mailto:claims@aquantuo.com
We appreciate your co-operation and support.
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We appreciate your cooperation in following these guidelines to ensure we can serve you better and keep your shipments moving without delay.