MYSENDEX Claims & Compensation Policy

1. Scope

This Policy applies where a Customer believes that a Shipment handled through logistics arranged or coordinated by MYSENDEX has experienced:

• confirmed loss of a Shipment;
• an identifiable shortage;
• suspected transport-related cargo damage;
• an abnormal transportation event requiring investigation; or
• an insured event under an applicable cargo-insurance arrangement.

Eligibility, responsibility and any compensation amount depend on the investigation outcome, applicable route, stage of responsibility, Actual Carrier or warehouse rules, purchased insurance and applicable law.

2. Matters That Are Not Transportation Loss

MYSENDEX is not a party to the sale contract between the Customer and the seller. The following are generally not transportation loss:

• items not shipped by the seller;
• a seller dividing an order into several parcels;
• incorrect item, model, colour, quantity or specification supplied by the seller;
• product defects, quality, authenticity or functionality disputes;
• incorrect order, tracking or product information supplied by the Customer or seller; or
• Goods that were never actually received by the relevant warehouse.

The Customer should first verify these matters with the seller, marketplace or original shipper.

3. Claims Notification Period

Where possible transportation loss, shortage, abnormality or damage is discovered, the Customer should contact MYSENDEX promptly and should normally provide initial written notification within 7 calendar days after the issue is discovered or reasonably should have been discovered.

Where applicable law, an international transport convention, insurance terms or valid Actual Carrier rules provide a mandatory period that cannot lawfully be shortened or a longer applicable notification period, that applicable period will prevail.

Prompt notification is important because warehouse CCTV, weight records, handover records, carrier information and third-party system data may be retained only for limited periods.

4. Evidence to Be Retained

To support investigation, the Customer should provide where available:

• MYSENDEX shipment or reference number;
• seller or original courier tracking number;
• order or purchase record;
• payment or transaction evidence;
• clear details of the missing or short item;
• photographs of the outer packaging and shipping label;
• parcel-weight evidence, where available;
• photographs or video showing the abnormality; and
• other information reasonably requested by MYSENDEX, the warehouse, Actual Carrier or insurer.

5. Investigation Process

Once sufficient information is received, MYSENDEX may:

1. review warehouse receiving and release records;
2. review available weight, quantity, packing or scanning records;
3. raise enquiries with the relevant warehouse, Actual Carrier, courier or Upstream Service Provider;
4. request additional evidence from the Customer;
5. identify the probable stage at which the issue arose and the applicable responsibility rules; and
6. process the outcome under the applicable route, carrier, insurance or other valid conditions.

Some investigations require cooperation from third-party warehouses, airlines, shipping lines, road carriers, couriers or insurers. MYSENDEX therefore does not guarantee that every investigation will be completed within a fixed number of days.

6. China-to-Malaysia Loss Compensation

For applicable China-to-Malaysia air and sea freight services, where investigation confirms that a Shipment or identifiable Goods were actually lost during the applicable transport process and qualify for compensation, the maximum compensation is:

This is a maximum liability limit and is not an automatic entitlement upon submission of a claim. Compensation remains subject to investigation confirming that qualifying loss occurred during the applicable logistics or transport stage. Where a specific quotation, route, transport product, upstream carrier condition or purchased insurance arrangement expressly provides different compensation terms, those specific conditions apply.

7. Other Countries and Routes

Warehouses, air freight, sea freight, land transport and other logistics channels outside China may be performed by different Upstream Service Providers and Actual Carriers. Their compensation standards may therefore differ.

Where investigation confirms qualifying loss or shortage within the relevant logistics process, responsibility and compensation will be determined by:

• applicable route-specific conditions;
• Actual Carrier rules;
• the relevant overseas warehouse or Upstream Service Provider rules;
• purchased insurance or cargo-protection arrangements; and
• applicable law and any non-excludable transport liability rules.

The China-to-Malaysia “3 × freight or RMB 600” limit does not automatically apply to other countries or routes.

8. Cargo Damage

MYSENDEX's standard international freight-forwarding service does not include unconditional cargo-damage compensation.

The following do not automatically create liability on the part of MYSENDEX:

• fragile, leak-prone, deformable, moisture-sensitive or other inherent characteristics of the Goods;
• inadequate packaging by the seller or original shipper;
• minor outer-packaging wear arising from normal transport handling;
• reasonable opening or examination by customs or competent authorities;
• damage relating to an undeclared special characteristic of the Goods; or
• other causes outside MYSENDEX's reasonable control.

If investigation establishes responsibility under valid Actual Carrier, warehouse, insurance or mandatory legal rules, the matter will be handled under those applicable rules. Cargo damage does not automatically qualify for the China-to-Malaysia lost-cargo compensation formula.

9. Transportation Delay

Transit times stated on the website, quotation or by customer service are generally estimated transit times and are not guaranteed delivery dates unless the relevant product is expressly identified in writing as a Guaranteed Service.

Delay caused by customs inspection, governmental action, weather, flight or sailing changes, port congestion, road or border conditions, public holidays, strikes, carrier networks, transport-equipment failure or other circumstances outside reasonable control does not automatically create an entitlement to compensation or refund of freight charges.

10. Insurance Claims

Standard freight charges do not automatically include cargo insurance.

Insurance is an optional additional service and is confirmed case by case according to the Goods, route, mode of transport, declared value and available insurance arrangements.

If applicable insurance was purchased before shipment, a claim will be processed in accordance with its:

• coverage;
• declared value;
• deductible;
• exclusions;
• required documents; and
• insurer's final assessment and settlement conditions.

Assistance by MYSENDEX in submitting an insurance claim does not guarantee acceptance or a particular compensation amount.

11. Third-Party Claims Assistance

Where an event falls within the responsibility of a third-party warehouse, Actual Carrier or another Upstream Service Provider, MYSENDEX may reasonably assist by:

• forwarding Customer information;
• obtaining available logistics records;
• assisting with submission of a claim; and
• following up on the investigation.

Such assistance does not transfer the third party's responsibility to MYSENDEX and does not constitute a guarantee that the third party will accept the claim or pay any particular amount.

12. False, Misleading or Fraudulent Claims

The Customer must provide truthful and complete claim information.

Where there is reasonable evidence of forged documents, false cargo values, manipulated photographs or video, intentional concealment, duplicate claims or other fraudulent conduct, MYSENDEX may reject the claim and may restrict the relevant account or Services to the extent permitted by applicable law.

13. Statutory Rights and Liability

Nothing in this Policy excludes or limits any responsibility or Customer right that cannot lawfully be excluded or limited.

To the extent permitted by applicable law, loss of profit, sales, business opportunity, goodwill and other indirect, incidental, special or consequential commercial loss are not part of ordinary transportation compensation.

The Customer remains subject to the current MYSENDEX Terms & Conditions of Freight Forwarding and Logistics Services.

14. Contact MYSENDEX

15. Policy Dates and Updates

Effective Date: 1 January 2026

Last Updated: 12 September 2026

This version consolidates and clarifies MYSENDEX's current claims and compensation procedures.

Where a provision reflects a policy already applied from 1 January 2026, this version reflects that policy from that date. Any newly introduced provision materially changing Customer rights or responsibilities applies prospectively to Shipments accepted after publication unless otherwise permitted by applicable law or expressly and lawfully agreed.