General Conditions for the Provision of the Postal Services of DHL International Romania S.R.L. (Postal Terms and Conditions)

("Terms and Conditions")

When ordering the services of DHL INTERNATIONAL ROMANIA S.R.L (hereinafter called DHL) you, as “Shipper”, agree, on your behalf and on behalf of anyone else with an interest in the postal shipment that these Terms and Conditions mentioned below shall apply from the time that DHL accepts the Postal Shipment unless otherwise agreed in writing with an authorized officer of DHL, which does not prejudice mandatory legal provisions.

1. Scope of the Services

DHL shall provide postal services as per the certificate issued by Ancom, attesting the legal right to provide postal services based on the general authorization conditions.

2. Conditions on the acceptance of postal shipments

Rules regarding the Postal Shipment relating to the conclusion or performance of the contract for the delivery of postal services:

2.1 In order for the shipment to be delivered to its destination under the best circumstances, Shipper must observe the recommendations/conditions about the packaging and preparation of the shipment:

Shipper must take into account the size of the shipment and the packaging options as well as the specifications as for the weight limits on the used packaging materials as overfilled packages can give in, the boxes with a very heavy content can tear or break, etc.

The packaging of the postal shipments can be made using wooden/cardboard boxes, envelopes, plastic packaging materials, prisms etc. according to the nature of the goods making the object of the postal shipment, so that it will protect the goods.

The quality of the packaging materials is very important and, consequently, no damaged boxes or packages will be used; if necessary, filling materials must be used, the resistance and durability of the chosen packs must be taken into account; in case of reusing the boxes, they must not contain the old labels or stickers; presents should be repacked as their decorative packaging is not appropriate for their delivery; cushioning materials must be used in order to avoid loss of shipment content; fragile objects must be protected with cushioning materials all around them, flat fragile objects must have protection separators, informatics discs must be protected with special bubbles materials, the sharp edges of the goods must be protected with supporting, well secured material; valuable goods must be protected with double cardboard packs for the valuable goods; the corners of the wooden boxes must be checked/secured and the lid must be well closed (sealed).

Applying the “Fragile” and “Handle with Care” stickers involves DHL giving increased attention to the handling of the postal shipments but it does not exempt Shipper from providing proper packaging of the postal shipment for the protection of the goods.

As for the packaging of liquids, powders, lithium batteries, we recommend that the liquids be stored in sealed containers, protected with light materials such as polystyrene and sealed in plastic bags, the viscous, fat materials or those with a strong smell must be sealed with self-adhesive tape, the powders in plastic bags, sealed and then the bag must be introduced in a rigid MDF box, etc.

The packaging conditions, as well as the DHL advice concerning the preparation of a shipment, the recommended steps for the packaging, examples about labels, seals, stickers which may be used by the shipper are available on the DHL website, at this address:

2.2. The shipper should fill-in the name and address of Receiver, including details as: Person/Company name, delivery address (DHL does not deliver to P.O. boxes), postal code, country, contact person, telephone, fax / e-mail; the name and address of Shipper, details as account number of Shipper (if the case), contact person, Shipper’s reference (maximum 32 characters, out of which only the first 12 will appear on the invoice), address, postal code, telephone, fax or e-mail (required) will be mentioned on the waybill accompanying the postal shipment.

2.3 Postal Shipment shall be deemed unacceptable if (i) it is classified as (contains) hazardous material, dangerous objects, prohibited or restricted goods by International Air Transport Association, International Civil Aviation Organisation, European Road Transport on Dangerous Goods or any competent governmental department or other relevant organizations;(ii) no customs declaration is made when required by applicable customs regulations;(iii) it contains counterfeit goods, animals, bullions, currency, tax parcel/stickers, bearer negotiable instruments, precious metals and gems, real or imitation firearms, parts thereof, weapons, explosives and ammunition, human remains, pornography or illegal drugs), (iv) it is not packed according to the conditions established by DHL or the packaging is defective or inadequate, the packaging of the postal shipment displays inscriptions that infringe public order or good manners etc..

2.4. Postal Shipments cannot be delivered to PO boxes or postal codes. Postal Shipments are delivered to the Receiver’s address given by Shipper to Shipper personally or to the authorized person to receive the postal shipment. Postal Shipments to addresses with a central receiving area will be delivered to that area. If the Postal Shipment it has been undervalued for customs purposes or Receiver cannot be reasonably identified or located, or Receiver refuses delivery or to pay for delivery, DHL shall make reasonable efforts to return the Postal Shipment to Shipper at Shipper’s cost, failing which after expiring the legal term for keeping the Shipment, it will become DHL property and it may be released, disposed of or sold by DHL without incurring any liability whatsoever to Shipper or anyone else, with the proceeds applied against service charges and related administrative costs and the balance of the proceeds of a sale to be returned to Shipper.

2.5. DHL can use an electronic device to obtain proof of delivery and the shipper agrees not to object on the fact that DHL is using printed copy as proof of the electronic storage.

2.6. The payment for postal service charges can be done: by Shipper / Receiver / Third Party; in Cash / by Cheque / Credit Card / Money Order.

2.7. DHL’s Postal Shipment charges are calculated according to the higher of actual or volumetric weight.. Shipper shall pay or reimburse DHL for all Postal Shipment charges, ancillary charges, duties and taxes owed for services provided by DHL or incurred by DHL on Shipper’s or Receiver’s or any third party’s behalf and all claims, damages, fines and expenses caused by the postal shipment, generated by the nature of the goods making the object of Postal Shipment or any other circumstances DHL was not aware of.

2.8. The calculation formula for the volumetric weight of the shipment: (L x l x h)/5000.( the length, the width, the height are set in centimeters and the weight in kg).

3. Retention period of the postal shipments

In case the Postal Shipment cannot be delivered to the Receiver, the retention period of Postal Shipments for delivery to Receiver is five (5) days subsequent to the notification of Receiver. The retention period for shipments that have not been delivered to Receiver or returned to Shipper is nine (9) months from the date of their /submission.

If during the 9 months’ time the Postal Shipment is revoked neither by the Shipper nor by the Receiver, it shall be considered abandoned and shall pass to DHL property without any notice or any prior formality.

4. Quality conditions

DHL will make every reasonable effort to deliver the Postal Shipment according to DHL’s regular delivery schedules. DHL is not liable for any consequential damages.

DHL shall comply with the delivery times provided for Express services, as they were established by the law, namely Decision 2858/2007, respectively in the case of the internal postal shipments, the delivery times shall not exceed 12 hours for same city delivery, 24 hours cities inside the same county, 36 hours between any other two cities; for international delivery, the delivery times afferent to express services having as object international postal shipments differ according to the country, according to appendix 1, but the term the postal item is in Romania will not exceed the limits for domestic shipments and the time the postal item is outside Romania cannot exceed the time the same shipment would be outside Romania if subject to standard postal service provided by universal service providers;

Times established for domestic postal shipments are two working days.

The delivery time afferent to the postal services having as their object international postal shipments is different according to the destination, being made up of: (i) the times established for domestic postal shipments (two working days) + (ii) the transit times in the DHL network specified in Appendix [1] + (iii) the time afferent to the destination country (maximum 7 business days for remote areas).

5. DHL liability

5.1 DHL Liability for providing the postal services in case of theft, loss, damage, destruction is governed by applicable international conventions and/or by the applicable national law (as Ordinance 13/2013 chapter VIII: Postal shipment suppliers are liable for the domestic postal shipments as follows:

a) in case of loss, theft or total damage:
1. for the entire stated value, for a postal shipment which is declared value service;
2. with 10 times the service transport fee, for the shipments which are not declared value services;

b) In case of loss or partial destruction or damage:
1. for the declared value of the missing, damaged or destroyed part, mentioned in the inventory, for open submitted postal shipments which are declared value services;
2. a share corresponding to the missing weight of the declared value, for open submitted postal shipments which are declared value services;
3. for 10 times the service fee, in case of partial loss, partial destruction or damage of the postal shipments which are not declared value services.

5.2 For the amounts mentioned at letter a) and b) adds the penalty legal interest resulting from the moment the previous claim is submitted or, accordingly, the moment of the sue petition is filed, whichever comes first.

The total loss of the content is equivalent with the loss of the postal shipment.

If the Shipper declared a smaller value than the real one, the indemnity is at the level of the declared value.

Except for the indemnities mentioned at letter a), the fees charged at the submission of the postal delivery will be refunded as well.

5.3 Postal service provider is liable for international postal shipments in accordance with international agreements to which Romania is a party. If there are no international agreements, the above mentioned provisions apply.

5.4 DHL is not liable for any circumstantial damages.

A. The only responsibility for the delays will be the refunding of 1% of the fees actually paid to the delivered postal services for each 12 hours of delay.

B. As a facility, also in the case of the late postal shipments, DHL offers money-back guarantee for some services, which provides for a credit or total or partial refund of the services fees for the postal shipment. The Money-Back Guarantee Terms and Conditions are available on the DHL website ( or from DHL Customer Service. The Money-Back refund guarantee mentioned in this article applies only in case the liability for delay established in the previous article (point A). Has not and will not be called upon.

Shipper shall indemnify and not hold DHL harmless for any loss or damage arising out of Shipper’s failure to comply with any applicable laws or regulations and for Shipper’s breach of the following warranties and representations: (i) all information provided by Shipper or its representatives is complete and accurate; (ii) the Postal Shipment was prepared in secure premises by Shipper’s employees;(iii) shipper employed reliable staff to prepare the Shipment;(iv) Shipper protected the Postal Shipment against unauthorized interference during preparation, storage and transportation to DHL; (v) the Postal Shipment is properly marked, addressed and packed to ensure safe transportation;(vi) all applicable customs, import, export and other laws and regulations have been complied with ;(vii) the general Terms and Conditions for postal services delivery constitute binding obligations of Shipper.

6. DHL liability extends;

6.1. DHL can arrange insurance for Shipper covering the declared value in respect of loss, theft of or physical damage to the Postal Shipment, provided the Shipper completes the insurance section on the front of the waybill or requests it via DHL’s automated systems and pays the applicable premium.

6.2. DHL offers to its customers this additional service applying a percentage fee of the declared value of the shipment; the service is activated only if the appropriate box on the consignment note is checked and after the payment afferent to this service is made, as per the signed agreement, namely a payment equal to 1 % of the declared value of the shipment, with a 45 Ron minimum value for air transport and 90 Ron for road, plus VAT rate. Insurance is optional for the Shipper.

6.3. If the following conditions are met : (i ) subject to shipments send from Romania to countries outside EU are documents( ( eg: certificates, identity documents), (ii ) the shipper selects this option, or request it via DHL automated systems and pays the fix fee 18 RON, the liability of DHL in case of loss, theft, partial or total destruction is represented by the fix amount 1800 ron ( including service charge).

7. Customs, Exports and Imports

DHL may perform any of the following activities on Shipper’s behalf in order to provide its services: (1) complete any documents, amend product codes, and pay any customs duties or taxes required under applicable laws and regulations; (2) act as Shipper’s forwarding agent for customs and export control purposes and as Receiver’s agent for the purpose of designating a customs broker to perform customs clearance of the postal shipment and ensure its entry into the country, and (3) redirect the postal Shipment to Receiver’s import broker or other address upon request by any person who DHL believes in its reasonable opinion to be authorized to place such requests.

8. Circumstances beyond DHL’s control

DHL is not liable for any loss or damage arising out of circumstances beyond DHL’s control. These include but are not limited to: electrical or magnetic damage to, or erasure of, electronic or photographic images of data or recordings; any defect or characteristics related to the nature of the Postal Shipment; any action or omission by a person not employed or contracted by DHL e.g. Shipper, Receiver, third party, Customs or other Government official; “Force Majeure” - e.g. earthquake, cyclone, storm, flood, fog; war, plane crash or embargo; riot or civil commotion; industrial action.

9. Routing

Shipper agrees to all routing and diversions, including the possibility that the postal Shipment may be carried via intermediate stopping places.

10. Claims

10.1. Claims may be submitted by Shipper or Receiver. The claim must be submitted by the applicant personally, at the public services points or at the headquarter, by post (receipt confirmation) by telephone or by e-mail addressed to Customer Service department or online to;

10.2. All claims shall be submitted to DHL within 6(six) months from the date the Postal Shipment was accepted by DHL; the claim shall be registered into DHL electronic claim system.

10.3. The receipt of the claim shall be confirmed in the same manner as registered.

10.4. The term for solving a claim shall not be more than three months from the claim submission, on condition that within the 30 (thirty) days term from the claim submission all the required documents respectively acceptable evidences and setting options for claims ( cash/bank account) to be submitted to DHL.

Accepted evidence: Copy of the carriage document (AWB), Copy of invoice and Proof of payment; receipt/money order, damage report, packaging, content, if applicable, etc.

10.5. If the customer is not satisfied with the solution provided by DHL, he/she has the right to notify ANCOM or begin legal proceedings according to the Romanian legislation. According to the provisions set forth by the Ordinance no. 13/2013 on postal services, the time limit for submitting an application for summons is one year from the date the Postal Shipment was submitted or picked up by DHL.

10.6 In case a postal shipment is delivered by several providers, the provider who delivered the postal shipment is forced to send the claims received to be solved to the provider who picked up the respective postal shipment.

10.7. The time limit for the prejudice and tarrifs payment is 30 days from the claim settlement. Indemnities shall be paid to the bank account of the natural person or legal entity subsequent to the notification of DHL regarding such bank accounts, or in cash, if the respective person does not have a bank account.

11. Severability

The invalidity or unenforceability of any provision shall not affect any other part of these Terms and Conditions.

12. Data Protection

DHL is registered with the National Supervisory Authority for Personal Data Processing under no 17089 and the customer acceptance of Terms and Conditions, by using DHL services, is implying customer consent that his personal data to be processed in accordance with Law no.677/2001.

In accordance with Law no. 677/2001, the customers have the right to access, to modify the data, not to be subject to an individual decision and the right to appeal to justice. Also, the customers have the right to be against the processing of the personal data and to request their deletion. In order to exercise these rights the customers can submit to DHL International Romania SRL, Customer Service Department, a written, dated and signed request; you can find the information at the address

Information note on personal data protection

In accordance with the provisions of Law no. 677/2001 regarding the persons protection related to the personal data processing and their circulation, modified and adjusted and of Law no. 506/2004 regarding the personal data processing and the privacy protection within electronics communications, DHL INTERNATIONAL ROMANIA SRL has the obligation to manage under safety conditions and only for the aims specified, the personal data you provide about yourself, about a member of your family or another person. The purposes of data collection are marketing activities, other postal and courier activities (CAEN 5320).

You are required/ you are not required to provide data which are needed for the above activities. Your refusal will determine the impossibility of performing the activities you requested.

The information recorded are for the exclusive use by the operator. Do you agree to receive information about DHL International Romania products, services and promotions?
I agree/ I don’t agree.

In accordance with Law no. 677/2001, you have the right to access, to modify the data, not to be subject to an individual decision and the right to appeal to justice. Also, you have the right to be against the processing of your personal data and to request their deletion. In order to exercise these rights you can submit to DHL International Romania SRL, Customer Service Department, a written, dated and signed request. If some of your data are incorrect, please inform us as soon as possible.

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