Reporting loss or damage
Please report any loss, damage or shortage as soon as possible, and within 7 days of delivery for damage. Carriers have strict deadlines, and late claims may be refused.
Send the following to info@vmllogistics.com or WhatsApp 0316 4217510, with your AWB number in the subject:
- Photographs of the outer packaging, inner packing and damaged items
- The invoice or proof of value of the goods
- A short description of what happened
Keep the damaged items and packaging until the claim is closed, as the carrier may inspect them.
How claims are assessed
We submit and follow up the claim with the carrier. Compensation depends on the carrier's liability limits, the declared value, packaging quality, any insurance purchased and whether the goods were excluded or restricted items.
Cancellations and refunds
- A booking cancelled before pickup or handover to the carrier may be refunded after deducting costs already incurred.
- Once a shipment has been collected, documented or handed to the carrier, charges are generally non-refundable.
- Refunds are made using the original payment method within 14 working days of approval.
Duties, taxes and returns
Customs duties, taxes, storage, return and disposal charges are set by customs and carriers and are not refundable by VML.