A claim regarding damage to or loss of a shipment (or part thereof) may be submitted by the Sender (Payer), i.e., a legal entity or person who sends the shipment and pays directly to VENIPAK for the delivery services. The Recipient, in cases of discrepancies in the quantity or quality of the ordered goods, as well as in cases of damage to or loss of the shipment or its contents, must contact the Sender.

In case of damage to the shipment (or part thereof):

• Photos of the damaged goods;
• Photos of the outer packaging;
• Purchase or sales VAT invoice.

 

In case of loss of shipment (or part thereof):

• Purchase or sales VAT invoice;
• Photos of what the shipment looked like (if you have them).

*  Depending on each individual situation, additional information/documents may be requested.

• If it is a local shipment (Baltic countries), the claim will be processed within 14 business days;
• If it is an international shipment, the claim may take up to 90 calendar days to process.

In case of local shipments (Baltic countries):

• If a sales VAT invoice is provided, we will reimburse 70% of the value of the goods excluding VAT, but not more than EUR 500 (except for the exceptions specified in the cooperation agreement or its annexes);
• If a purchase VAT invoice is provided, we will reimburse 100% of the value of the goods, but not more than EUR 500 (except for the exceptions provided for in the cooperation agreement or its annexes).

 

In the case of international shipments:

• Damages are compensated exclusively on the basis of the provisions of international conventions applicable to the specific transport (the CMR Convention, the Montreal Convention, etc.);
• Damages are calculated based on the weight of the damaged/lost goods (rather than their value).

You can contact us by email: [email protected]