The following procedure describes the steps you need to go through in order to get your compensation after an incident confirmed by our customer service support team :
- Report the incident to our customer service via the platform. Attaching the necessary documents right away will speed up the process.
- Our customer service will open an investigation to determine the nature of the anomaly and the responsibility incurred.
- After the investigation, if Cubyn declares itself accountable for the incident, our customer service will send you an email to confirm your refund.
You will find your refund on the invoice of the month during which it was confirmed by our customer service.
|
Type of incident |
Merchandise refund (*) |
Cubyn shipping refund |
Required documents (**) |
|
Lost parcel |
Yes (Insured value ex-tax) |
Yes 100% |
Commercial invoice*** Dispatch dispute form (if value> 200 € ex-tax) |
|
Damaged parcel |
Yes (Insured value ex-tax) |
Yes 100% |
Commercial invoice*** Dispatch dispute form (if value> 200 € ex-tax) |
|
Shipping did not respect guaranteed delivery delays (****) |
No |
Yes CUBYN STANDARD: 50% CUBYN EXPRESS: 100% |
N/A |
|
Parcel abusive return by sender |
No |
Yes 50% |
N/A |
(*) Value EXCLUDING TAX (ex-tax) according to the insurance on the parcel (250 € ex-tax by default, plus if additional insurance has been subscribed).
(**) No refund will be issued without these documents.
(***) Commercial invoice in the name of your recipient, and dated no later than the day of dispatch of the parcel. Warning : the document has to mention that it is an "Invoice". Documents such as order forms, proof of payments etc. will not be accepted.
(****) Does not apply to shipments with Cubyn Relay, since they are not subject to a delivery time guarantee, nor to shipments outside metropolitan France (all shipment methods combined). Warning : guaranteed delivery times are working days only.