Compensation policy for lost, damaged or missing goods

Vạn Hiệp publishes compensation levels for each shipping method so you can choose the right insurance before shipping.

Compensation policy for lost or missing goods

Consigned goods with insurance (fee 5% of order value)Up to 50%of declared value, if lost or damaged due to transport faults or external factors

Consigned goods without insurance5× freightof that shipment's freight cost, if lost or missing

Purchasing agent and import agency orders100% refundof goods value if lost or missing

Example: An order worth 10,000,000 VND, insurance fee 500,000 VND (5%). If lost or damaged, compensation is up to 5,000,000 VND (50% of goods value).

Terms and conditions

For consigned goods, the warehouse does not deal with suppliers or inspect goods, and only receives by the number of packages declared. We are therefore not responsible for damage or discrepancies that existed before arrival at the warehouse.
Insurance applies from the China warehouse to the Vietnam warehouse; it does not apply once handed to a third-party carrier for provincial delivery.
If the declared value exceeds the actual value, the difference is not compensated. Claims require the goods bill and tracking number.
No compensation for delays caused by force majeure: natural disasters, epidemics, border congestion, inspections…

Making a claim

Check and reconcile goods immediately on receipt.
Take photos and video of the package condition.
Send the goods bill and tracking number via Zalo 0816 969 905 or email [email protected].

See deadlines for reporting missing packages or measuring errors in our shipping rules.