Parcel Protection & Liability Policy

1. This Is Not an Insurance Policy

Customers who require insurance for the full value of their goods should arrange appropriate independent cover unless LX offers a separate authorised insurance product.

2. Our Responsibility

LX Delivery Service will take reasonable care in collecting, handling, consolidating and arranging transportation of parcels.

Nothing in this policy is intended to exclude or restrict rights or liabilities that cannot lawfully be excluded or restricted.

3. Standard Parcel Protection

For an accepted claim involving physical loss of or physical damage to a parcel while it is under LX's responsibility, compensation may be available subject to this policy and applicable law.

For an accepted claim, compensation will not normally exceed the lower of the reasonable proven value of the affected goods, the actual physical loss or damage, or the applicable protection limit, subject to applicable law.

4. Declared Value

Customers must provide an honest and reasonable value for goods in the LX Goods Declaration.

A declared value does not automatically mean that LX agrees to compensate the customer for that amount.

LX may request evidence such as:

• purchase receipts or invoices;
• photographs;
• proof of ownership;
• evidence of condition before collection;
• reasonable replacement-value information; or
• other supporting documentation relevant to the claim.

5. Packaging

Customers are responsible for packaging goods appropriately for normal handling and transportation.

A claim may be reduced or refused where the loss or damage was caused by inadequate packaging rather than a failure by LX to exercise reasonable care.

Fragile items should be individually protected and packed so that they cannot move excessively inside the box.

6. Items Requiring Special Consideration

Certain goods may not be suitable for standard parcel protection, including:

• cash and negotiable instruments;
• jewellery, precious metals and gemstones;
• antiques and artwork;
• fragile glass or ceramics;
• perishable goods;
• plants and living material;
• medicines;
• prohibited goods;
• undeclared goods;
• restricted goods sent without required approval;
• electronic data; and
• goods whose value cannot reasonably be established.

Acceptance for carriage does not automatically mean an item has enhanced or full-value protection.

7. Customs Detention, Seizure and Confiscation

LX is not responsible for loss resulting solely from lawful action by customs, border authorities, police or other competent authorities where LX has not breached its obligations.

This may include detention, inspection, confiscation, destruction or refusal arising from prohibited or restricted contents, inaccurate declarations, missing documents, import/export restrictions or regulatory decisions outside LX's reasonable control.

8. Delays

Collection and delivery dates may be estimates unless LX expressly confirms otherwise.

International transport can be affected by customs procedures, border controls, carrier schedules, weather, security events, road conditions and other circumstances outside LX's reasonable control.

LX will take reasonable steps to communicate material delays.

9. Indirect or Consequential Loss

Subject to applicable law, LX does not normally accept responsibility for indirect or consequential losses that were not reasonably foreseeable when the contract was entered into, such as lost profits or loss of business opportunity.

This does not exclude liability that cannot legally be excluded.

10. Making a Claim

Customers should report visible damage or a missing parcel as soon as reasonably possible.

Customers should report visible damage as soon as reasonably possible after delivery and should keep the damaged goods and packaging until LX confirms that they are no longer required for the investigation.

The 7-day notification period helps LX investigate promptly. It is not intended to remove or restrict any statutory rights or remedies that cannot lawfully be excluded.

A claim should include:

• Order Number;
• Box ID;
• customer name and contact details;
• description of the affected goods;
• the relevant Goods Declaration;
• photographs where relevant;
• proof of value; and
• a clear explanation of the loss or damage.

11. Investigation

LX may investigate a claim with drivers, warehouses, transport partners, customs agents and other relevant parties.

Customers may be asked to retain damaged goods and packaging while the claim is being investigated.

12. Statutory Rights

Nothing in this policy is intended to exclude or restrict rights or liabilities that cannot lawfully be excluded.