Policies

Our Refund and Claim Policy outlines the steps and requirements for filing claims related to insured goods, including lost or damaged items. This policy ensures transparency and fairness, helping customers understand their rights and the procedures for seeking compensation. By adhering to these guidelines, we aim to provide efficient and reliable support throughout the claims process.

Our Refund and Claim Policy outline the procedures and requirements for filing claims related to insured goods, including lost or damaged items. This policy ensures transparency and fairness by clearly defining Member rights and Aquantuo’s obligations throughout the claims process.

If goods were insured, Members must notify Aquantuo in writing of any claim for non-delivery, loss, or damage in writing by submitting a claims report here, within 15 business days from the expected delivery date and provide Aquantuo with the inbound tracking number, sender details, the waybill number (if any) and complete receiver information used, within 15 business days from the date the claim is acknowledged as received, Aquantuo will investigate.

Once an item is identified as missing, Aquantuo will investigate the claim and provide a resolution within 5 business days, in accordance with the applicable insurance policy.

For refunds, Aquantuo will fulfill their obligation within 15 business days from when the resolution was offered. Aquantuo reserves the right to extend the refund issuance timeline if necessary. Should an extension be required, Members will be notified accordingly.

For the Buy for Me service, if items are not purchased for any reason, concierge fees, excluding processing fees, will be refunded within seven business days.

Aquantuo reserves the right to review the value of the package provided by the Member. In the case where failure to provide receipts, the market value of the item will be assumed.

The maximum declared value is $10,000 per package and $15,000 per pallet. If a single package or pallet to be insured exceeds this value, an Account Manager can be engaged for review prior to shipping.

For damaged items where insurance was purchased, Aquantuo will assess the extent of damage and the cost of repair. A decision to repair or replace the item will be made in consultation with the Member. Please note that refurbished or used items are not eligible for refunds due to the inherent risks involved.

If an item is lost between receipt at the country-of-origin warehouse and delivery to the destination, and insurance was paid, Aquantuo will reimburse all applicable fees excluding insurance fees and accrued storage fees. Each case of loss or damage will be assessed individually.

A claim will not be eligible for refund where loss of item or failure to deliver on time is due to circumstances beyond Aquantuo’ s control to include but not limited to, inaccurate or incomplete shipment information to our warehouse, delivery instructions or information (missing, inaccurate or no receiver telephone number), shipment of prohibited items or force majeure.

A Member will not assign a different party to file a claim on their behalf.

Aquantuo will make every reasonable effort to deliver its consolidated shipments to the airline on time, but these schedules are not binding and do not form part of this contract.

Aquantuo can choose to settle with no refund to the Member if they were made aware of the need to purchase insurance but still ignored.

Aquantuo will not refund any lost or damaged items to Members who have confirmed fraudulent activities on their account or whose accounts have been blocked for any reason.

Aquantuo reserves the right to update our insurance policy anytime, with notifications via our website or direct communication.

By using Aquantuo’ s service, you agree to this policy.

This statement was last updated at 19/01/2026

If you have any questions or need further information, please contact us at [email protected]

We appreciate your co-operation and support.