DHL Express Money-Back Guarantee Terms and Conditions
| DHL’s money-back guarantee (“the Guarantee”) is subject to the following conditions: |
A. The Guarantee only applies to the services
DHL EXPRESS 9:00
DHL EXPRESS 9:00 IMPORT
DHL EXPRESS 10:30
DHL EXPRESS 10:30 IMPORT
DHL EXPRESS 12:00
DHL EXPRESS 12:00 IMPORT
(each a "Service") and to shipments which comply fully with the restrictions which are described herein.
B. The Guarantee applies to the premium over and above the customer’s price for a standard end of day service (DHL EXPRESS WORLDWIDE, DHL EXPRESS WORLDWIDE IMPORT, or in the case of domestic shipments, DHL EXPRESS DOMESTIC) (the “Premium”). The Guarantee is exclusive of all other items, including, without limitation, fines, taxes or other charges or amounts (such as any fuel surcharge component), and transportation charges resulting from returned shipments.
C. In the case of multiple piece shipments, the Guarantee will apply to every piece in the shipment. If a late delivery occurs for any piece within the shipment, the credit or refund will be applicable to the entire shipment.
D. Customer must notify DHL of any claim for late delivery, in writing or by telephone, within 14 calendar days of the shipment date and provide DHL with the account number (if any), the waybill number, the date of shipment, and complete receiver information. Within 30 calendar days after customer so notifies DHL, DHL shall either:
- provide the customer with the credit or refund,
- provide the customer with information explaining the reason that the shipment is not eligible for the Guarantee under the applicable limitations or exclusions, or
- provide the customer with evidence of timely delivery.
E. Customer may not permit any other party to notify claims on its behalf nor assign claims to any other party. Payment by DHL of the Premium to the customer shall constitute a full release of DHL’s obligations for any delay under the Guarantee.
F. The Guarantee will not apply where late delivery or failure to deliver is due to circumstances beyond DHL’s control, as set out in the DHL Terms and Conditions of Carriage and including customs delays, inaccurate or incomplete shipment information, delivery instructions or information (such as P.O. Box for receiver address, missing or inaccurate receiver telephone number), or receiver’s request for delay, shipment diversion or non-standard clearance services; or unavailability or refusal of the receiver to accept delivery or to pay duties and taxes against delivery if requested.
G. All other provisions of the DHL Terms and Conditions of Carriage apply. The Guarantee is subject to modification or cancellation by DHL at any time.
H. If a customer has an extremely time-sensitive shipment, the loss or delay of which may result in consequential damages, the customer must contact his own insurance agent or broker to insure against such risks, as DHL does not assume such liabilities. DHL does not provide and will not arrange such shipment insurance.
I. The Guarantee does not apply to:
(i) shipments linked to clinical trials where temperature sensitive packaging is being used;
(ii) the extra charges applicable to any optional service sold with the shipment, e.g. packaging;
(iii) temporary exports or imports;
(iv) shipments with high value contents that require formal customs clearance;
(v) shipments with pieces exceeding the defined weight or size limits; and/or
(vi) shipments containing permitted Dangerous Goods.
| Service Restrictions/Guidelines |
- the pick-up address,
- the commodity being shipped,
- (if applicable) its value for customs purposes,
- the time and date the shipment is available to be picked-up,
- the exact destination, including post code,
- the shipment weight,
- the shipment dimensions,
- the number of pieces.