Insurance and Compensation

Package insurance policies and compensation standards

Special Notice

If it is confirmed that a user has provided false information or credentials to fraudulently claim compensation, the platform will impose severe penalties, including "Account Suspension".

1. For "Item Damage" or "Item Defect" Claims:

Required Evidence: The claimant must provide a complete, unedited, and continuous unboxing video that starts before opening the package and clearly shows the damaged/defective condition of the item. This video is mandatory for review.

Penalty: If the platform verifies that the submitted video evidence is forged, altered, or significantly inconsistent with the facts, it will be deemed as providing false credentials. The account involved will be suspended for 1 month.

2. For "Entire Package Not Received" Claims:

Basis for Review: The platform will strictly rely on the final tracking information provided by the official logistics partner as the primary criterion for assessment.

Penalty: If the user falsifies facts, denies receipt, and provides false statements to claim compensation, especially when the tracking information clearly shows "Delivered" or "Successfully Signed For," it will be considered malicious fraud. The account involved will be suspended for 2 months.

1. Compensation Standards for Non-Insured Packages

1.1 Compensation Details

If your package is lost or damaged, and you did not purchase package insurance when submitting the shipping order, we will compensate you according to the compensation standards for the respective shipping route. You can contact our online customer service to apply for compensation.

1.2 Compensation Standards

Compensation varies by shipping route. Please contact customer service for details.

Disclaimer (Non-Insured)

  1. Force Majeure: Including but not limited to war, natural disasters (earthquake, hurricane, storm, flood, etc.), nuclear radiation, nuclear explosion, nuclear contamination, and other radioactive contamination.
  2. The customer is unable to provide relevant proof.
  3. Exceeding the application deadline (no inquiry or claim made within 7 days of delivery or shipment not made within 45 days), or the package was delivered within the application timeframe.
  4. The package is stolen or lost for some reason after dispatch.
  5. Items that are non-insurable, violate prohibitions or restrictions on mailing, and are confiscated by authorities or handled according to relevant laws and regulations.
  6. Damage or loss caused by customer liability, intentional action, or the inherent nature of the product itself.
  7. For transshipment orders, the compensation amount shall not exceed the customer's declared value.
  8. Other scenarios where compensation cannot be claimed.

How to Apply

Contact BuyByBW Customer Service

Payout Method

The claims department will verify the circumstances. If the claim complies with the insurance rules, the compensation amount will be directly refunded to the customer's account.

2. Compensation Standards for Insured Packages

2.1 Compensation Details

This insurance covers confirmed loss in transit only. It does not cover damage, customs seizure or theft after delivery. If the official carrier tracking status is “Delivered”, the parcel is not considered lost and no loss compensation is payable. Compensation is limited to the documented actual loss and may never exceed 5,000 RMB per insured parcel.

2.2 Special Cases

What should be done if the package is returned due to the recipient's reasons, but lost or resent during the return process?

  • Return lost: no return shipping fee + compensation for package value
  • Redelivery loss: refund of redelivery fee + compensation for package value

Disclaimer (Insured)

  1. Delivered status exclusion: If the official carrier tracking status is “Delivered”, no claim or compensation for loss is available.
  2. Loss-only coverage: Damage, defects, customs seizure, confiscation and theft occurring after delivery are not covered.
  3. Force Majeure: Including but not limited to war, natural disasters (earthquakes, hurricanes, storms, floods, etc.), nuclear radiation, nuclear explosions, nuclear contamination, and other radioactive pollution.
  4. The customer is unable to provide relevant supporting documentation.
  5. Claims filed beyond the valid application period (no inquiry or claim made within 7 days of delivery, or shipment not dispatched within 45 days), or parcels delivered within the designated claim period.
  6. Parcels stolen or lost due to various reasons after dispatch.
  7. Items that are not insurable, violate prohibited or restricted mailing regulations, and are confiscated by authorities or handled according to relevant laws and regulations.
  8. Parcel damage or loss caused by customer responsibility, intentional actions, or inherent product characteristics.
  9. For transshipment orders, the compensation amount shall not exceed the customer's declared value.
  10. Other circumstances where compensation claims are not permitted.

3. Insurance Policy / Compensation Rules & Purchase Instructions

Concerned that your parcel may be lost while in international transit?

To address users' concerns and safeguard their rights, BuyByBW offers shipping insurance to provide a more secure package delivery experience.

Optional insurance plans

  • Shipping Loss Insurance: loss-only coverage whose premium is calculated as the percentage displayed at checkout of the international shipping fee only.
  • Full Parcel Loss Insurance: loss-only coverage whose premium is calculated as the percentage displayed at checkout of the documented goods value plus the international shipping fee.
  • If official carrier tracking states “Delivered”, no loss compensation is available under either plan.
  • The plans are optional, mutually exclusive, and can only be purchased with the second payment for international transport.
  • The maximum compensation is 5,000 RMB per insured parcel.
  • Compensation cannot exceed the actual documented loss and is not an automatic payment of 5,000 RMB.

Insurance Coverage Types

1

Shipping Loss Insurance

Covers confirmed loss while the parcel is in international transit. The premium is based only on the shipping fee.

2

Full Parcel Loss Insurance

Covers confirmed loss while the parcel is in international transit. The premium is based on the documented goods value plus the shipping fee.

3

Insurance Coverage

Insurance purchase options for each shipping route: Customers can view and purchase insurance when selecting a shipping route. Some shipping routes include free insurance. If no free insurance is provided, customers need to purchase it separately.

BuyByBW reserves the final right of interpretation of the above content. Thank you for your understanding.