Insurance claims

Tax issues

Generally speaking, if the declared value of a parcel is lower than the tariff threshold of the destination country, the parcel will not be taxed (but this will be different if the declared information is false). If your parcel is taxed and you have not purchased the tax-inclusive service, you will need to pay the tax yourself. However, please rest assured that the chance of this happening is very small, and currently only about 0.3% of parcels are taxed.

Claims Standards

Claim items Compensation Rules Maximum limit (RMB)
Lost parcel If you do not purchase the insurance service, you will be compensated 50% of the value of the goods plus the freight (the freight will not be refunded if it has been posted online). 400
I have purchased the standard insurance service, which will compensate me for the full value of the goods plus the shipping costs (no refunds for shipping costs after I have posted it online). 2000
We have purchased high value merchandise insurance, which will cover the full value of the goods plus shipping costs (shipping costs will not be refunded if they have been posted online). 5000
Less parcels If you do not purchase the insurance service, compensation will be paid at 30% of the value of the missing goods, and the freight will not be refunded. 200
If you purchase the standard insurance service, compensation will be paid based on the value of the missing goods, and the freight will not be refunded. 400
Damaged parts If you do not purchase the reinforcement service or insurance service, compensation will be paid up to 10% of the value of the goods based on the degree of damage, and the freight will not be refunded. 100
If you have purchased the reinforcement service, you will be compensated up to 50% of the value of the goods, depending on the degree of damage. The freight will not be refunded. 200
Standard insurance service has been purchased. Compensation will be paid up to 70% of the value of the goods, depending on the degree of damage. The freight will not be refunded. 300
illustrate
  • No refund for shipping fees that have been posted online: When the goods have entered the transportation process (such as the package being scanned and entered into the express transportation system), if compensation is required, the shipping fees already collected will not be refunded to the sender.

Claims Process

If your package is damaged or lost, please submit your claim materials as follows:

  • Outer packaging pictures
  • Product contents pictures
  • Photos of receipt
  • Abnormal shipment certificate from courier company
  • Platform order screenshots

Please send the above information to the after-sales customer service email address. We will give a reply within 3 working days and complete the claim confirmation within 5 working days.

Email format description:

Email title: Apply for after-sales compensation for the package

Customer service email: service@jiyunservice.com

The email content must include:

  • Real name
  • Payment Account
  • Product amount

The shipping fee will be refunded by the original route; if it involves product compensation, we will pay it by transfer. Please ensure that the information provided is accurate.

Receipt Instructions:

  1. To ensure the safety of the package, please check in front of the courier whether the outer packaging of the package is intact, whether there are any damage, tear marks or loose seals. If there are any abnormalities, please make a note on the receipt and take a photo.
  2. If you find any damage, loss or shortage of goods, please ask the courier to sign and confirm on the delivery note and take photos of the abnormal goods and outer packaging. If there is no courier's signature, you will not be able to apply for a claim.
  3. Once the package is signed for, the transfer process is deemed completed and any problems arising thereafter will not be processed.
  4. If there is no special statement, the compensation amount for the goods shall be the lower of the order amount or the amount predicted on the website. When making a claim, both the order amount and the predicted amount shall be provided.

Disclaimer

  1. No compensation will be given for breakage or leakage of fragile items (such as glass, ceramics, LCD screens, etc.), regardless of whether they are reinforced or not.
  2. No compensation will be given for lost or damaged samples or gifts in the package.
  3. Losses caused by force majeure factors such as natural disasters, wars, riots, etc.
  4. The product is expired or out of shelf life due to force majeure factors such as flight delays, customs clearance delays, etc.
  5. Losses caused by customs issues (such as confiscation, taxation, return, destruction, etc.).
  6. Loss or damage caused by prohibited items.
  7. The merchant missed, sent less or sent the wrong goods during shipment.
  8. Loss or damage caused by the forwarding company or other third party.
  9. No compensation will be accepted for repaired products, second-hand goods or old goods.
  10. The goods are damaged or deformed due to the merchant's delivery.