Legal Document
Returns and Claims Policy
Policy terms for returns handling, damaged parcels, loss claims, and claim documentation timelines.
Effective Date: 2026-03-18
Return Intake and Processing
- Returned inventory is processed according to customer-approved disposition rules (restock, hold, destroy, or forward).
- Operational receiving scans and condition checks are recorded at return intake.
- Any handling exceptions requiring customer approval are paused until written confirmation is received.
Damage and Loss Reporting Windows
- Visible parcel damage claims must be submitted within 5 business days of recorded delivery.
- Loss-in-transit claims must be submitted within 14 business days after expected delivery date unless carrier terms require shorter notice.
- Short shipment claims must be submitted within 3 business days after order receipt confirmation.
Required Claim Documentation
- Order reference, shipment reference, SKU-level impact, and quantity variance.
- Carrier tracking ID and timestamped receiving evidence where available.
- Photos of packaging, labels, and damaged items when physical damage is involved.
Investigation and Resolution
- Helpay performs an internal review and coordinates with relevant platform or processor partners where needed.
- Resolution outcomes may include credit, replacement handling, insurance claim pass-through, or denial with written rationale.
- Claim outcomes depend on data quality, carrier policy, and contractual liability terms in the active service agreement.
Exclusions
- Claims are not accepted for prohibited goods, inaccurate declared values, or customer-supplied non-compliant packaging.
- Force majeure events and carrier exceptions outside operational control are handled per contract terms.
- Expired claim windows are not eligible unless otherwise agreed in writing.
Legal Entity and Notice Channel
Entity: Helpay
Governing law, venue, and dispute process are determined by the applicable signed order form or country-specific service addendum.
Email: legal@helpay.co
Legal Notices: Helpay, Address as stated in your active order form