Legal

Claims Policy

Last updated: 14 July 2026

This policy sets out the procedure for raising claims relating to loss of or damage to goods during transit. Cargosender facilitates the claims process by contacting Eurosender on your behalf and relaying all communications to you accurately. Physical liability for loss or damage rests with the carrier and is governed by applicable transport law and the carrier terms.

E2. Reporting Damage at Delivery

E2.1 Visible Damage

If the goods are visibly damaged upon delivery:

  • Note the damage on the carrier's delivery receipt or electronic device before signing
  • Take photographs of the damaged packaging and contents immediately
  • Retain all original packaging and packing materials

Failure to note damage on the delivery receipt will significantly weaken any claim.

E2.2 Concealed Damage

Damage not visible at delivery must be reported to Cargosender in writing at support@cargosender.com within 7 calendar days of delivery. Late notification may result in the claim being declined.

E3. Reporting Loss or Non-Delivery

If your goods have not been delivered within a reasonable period beyond the estimated delivery date, report the issue to support@cargosender.com. A shipment is typically treated as lost after 28 calendar days from the scheduled delivery date, though individual carrier policies vary. Cargosender will contact Eurosender on your behalf and update you with all available information.

E4. How to Submit a Claim

Email support@cargosender.com with:

  • Your booking reference number
  • A description of the goods and their value
  • Photographs of damaged goods and packaging (for damage claims)
  • A copy of the purchase invoice or proof of value
  • A copy of the delivery receipt showing any damage notation
  • Any other documentation reasonably requested

E5. Claims Process

Cargosender will acknowledge your claim within 5 business days and forward it to Eurosender for handling with the carrier. We will update you with all information we receive. Cargosender will communicate the outcome to you truthfully and without delay, regardless of whether the result is favourable.

E6. Liability Limits

E6.1 CMR (International Road Freight)

Under the CMR Convention, carrier liability for loss or damage is limited to 8.33 SDR per kilogram of gross weight of the goods lost or damaged. Higher liability can be established by declaring a higher value, subject to carrier acceptance.

E6.2 Montreal Convention (Air Freight)

For international air freight, liability is generally limited to 22 SDR per kilogram under the Montreal Convention (MC99).

E6.3 Other Modes

For other transport modes, limits are set by the carrier terms and applicable conventions or national law.

E7. Claims Exclusions

Claims will not be accepted where:

  • The damage or loss was caused by prohibited goods or undisclosed dangerous goods
  • The claim was submitted outside the applicable reporting deadlines
  • The packaging was inadequate
  • The declared value was inaccurate
  • The loss or damage was caused by a force majeure event
  • The goods were accepted at delivery without any notation of damage

Binod Acharya, Unipessoal Lda

Rua Lucinda Simões, Nº 9 A, Sala K, 1900-304 Lisboa, Portugal

NIF: 516964992 · support@cargosender.com