Claims and refunds
The two things that matter most: you have thirty days to claim in writing, and liability is capped per kilogram unless you arranged value protection before dispatch.
Thirty days, in writing
All claims must be submitted in writing within thirty days from the date we accepted the shipment. After that we have no liability, and this is not something we can waive on request because our own recourse closes at the same point.
If you think there may be a problem, tell us straight away even if you are not sure yet. An early message costs nothing and preserves your position. Waiting to be certain can cost you the claim entirely.
Last updated 4 October 2026
1. How to make a claim
Send your claim in writing to info@parcelfromindia.com. A WhatsApp message is a good way to alert us quickly, but the formal claim must be in writing by email so there is a dated record.
Include the following:
- Your name and the tracking number or waybill number.
- What is wrong: lost, damaged, missing items, or a short count.
- Photographs of the outer box exactly as it arrived, before unpacking further if possible.
- Photographs of the damaged items and of the packing materials.
- The value of the affected items and any purchase invoice you have.
Keep the packaging. Carriers frequently ask to inspect it, and a claim can fail simply because the box was thrown away.
2. Liability limits
Our liability is strictly limited to direct loss and damage, and is capped as follows:
- USD 25.00 per kilogram, or USD 11.34 per pound, for shipments transported by air or any non-road mode.
- USD 12.00 per kilogram, or USD 5.44 per pound, for shipments transported by road.
Liability is limited to the actual cash value of the goods and will not exceed these figures. Indirect losses are excluded entirely, including loss of profit, income, interest and future business, and including losses caused by delay.
Claims are limited to one claim per shipment, and settlement is full and final for all loss and damage connected with that shipment.
These limits are set out in full in section 6 of our Terms and Conditions of Carriage.
3. What the limit means in practice
The cap is calculated on the weight of the shipment, not on what the contents were worth. A three kilogram parcel carried by air is capped at seventy five US dollars regardless of whether it contained a sixty dollar item or a six hundred dollar one.
We state this plainly rather than burying it, because it is the single most important thing to understand before shipping something valuable. If the cap is not enough for what you are sending, arrange value protection before dispatch.
4. Value protection
Where the standard liability limit is insufficient, you may make a special declaration of value and request value protection. This must be done before the shipment is dispatched and attracts an additional charge, which we will quote before you commit.
Value protection cannot be arranged after a parcel has left our warehouse, and it cannot be arranged after something has gone wrong. If you do not arrange it, you assume all risk of loss or damage above the standard limits.
Value protection does not cover indirect loss, nor loss or damage caused by delay.
5. Delays
Transit times quoted on this website and in our messages are estimates provided by the carriers. They are not binding, they do not form part of the contract, and we are not liable for loss or damage caused by a delay.
This includes delays caused by customs, which are outside our control and are increasingly common on some routes. If a deadline genuinely matters, tell us before you ship and we will give you an honest view of whether it is achievable rather than quoting the best case.
6. Items we cannot claim for
No claim can be made in respect of items that should not have been shipped. This includes everything listed as unacceptable in section 2 of our terms and everything on our Prohibited and Restricted Items list.
Where concealment or prohibited items are found in a shipment, a penalty of twenty thousand rupees is levied, the shipment is not returned, and no claim arises in respect of any part of that shipment.
7. Refunds of our charges
Our service charges are refundable in the following circumstances:
- Before dispatch. If you cancel a shipment before it has been handed to the carrier, any shipping charge you have paid is refunded in full.
- Assisted purchase that cannot be completed. If an item turns out to be unavailable, or the price has changed and you decide not to proceed, the item cost is refunded in full. You choose whether the service fee is refunded or held against your next purchase.
- Our error. If we ship to the wrong address, omit an item we were holding, or otherwise make a mistake on our side, we put it right at our cost.
Our charges are not refundable once a shipment has been handed to the carrier, nor where a parcel is delayed, nor where duty or taxes at the destination are higher than you expected. Duty and taxes are set by your own country and are not ours to refund.
8. Undeliverable shipments
Where a shipment cannot be delivered, the carrier attempts delivery, then holds it, then returns it. Return shipping and any duty already charged are payable by the shipper.
This is why an accurate address and a reachable telephone number for the receiver matter. A parcel returned from the destination country is charged as a new shipment, and in some cases the return cost exceeds the original.
9. Raising a complaint
If you are unhappy with how a claim has been handled, say so directly. We are a small operation and your message reaches somebody who can act on it rather than a ticket queue.
Email info@parcelfromindia.com or WhatsApp +91 94940 29900. Disputes fall under the jurisdiction limits of Hyderabad, Telangana, India, as set out in section 14 of our terms.
