Terms and Conditions: Shipping By DHL Express
Our standard terms and conditions of carriage for express shipments.
International
January 1, 2011
TERMS AND CONDITIONS OF CARRIAGE (“Terms and Conditions”)
IMPORTANT NOTICE
When ordering DHL’s services you, as “Shipper”, are agreeing, on your behalf and on behalf of anyone else with an interest in the Shipment, that the Terms and Conditions shall apply from the time that DHL accepts the Shipment unless otherwise agreed in writing by an authorised officer of DHL.
“Shipment” means all documents or parcels that travel under one waybill and which may be carried by any means DHL chooses, including air, road or any other carrier. A “waybill” shall include any label produced by DHL automated systems, waybill, or consignment note and shall incorporate these Terms and Conditions. Every Shipment is transported on a limited liability basis as provided herein. If Shipper requires greater protection, then insurance may be arranged at an additional cost. (Please see below for further information). “DHL” means any member of the DHL Express Network.
DHL may perform any of the following activities on Shipper’s behalf in order to provide its services to Shipper: (1) complete any documents, amend product or service codes, and pay any duties or taxes required under applicable laws and regulations, (2) act as Shipper’s forwarding agent for customs and export control purposes and as Receiver solely for the purpose of designating a customs broker to perform customs clearance and entry and (3) redirect the Shipment to Receiver’s import broker or other address upon request by any person who DHL believes in its reasonable opinion to be authorised.
Shipper agrees that its Shipment is acceptable for transportation and is deemed unacceptable if:
- it is classified as hazardous material, dangerous goods, prohibited or restricted articles by IATA (International Air Transport Association), ICAO (International Civil Aviation Organisation), ADR (European Road Transport Regulation on dangerous goods), any applicable government department or other relevant organisation;
- no customs declaration is made when required by applicable customs regulations;
- it contains counterfeit goods, animals, bullion, currency, banderols/tax stickers, bearer form negotiable instruments, precious metals and stones; real or imitation firearms, parts thereof, weapons, explosives and ammunition; human remains, pornography or illegal narcotics/drugs),
- it contains any other item which DHL decides cannot be carried safely or legally, or
- its packaging is defective or inadequate.
Shipments cannot be delivered to PO boxes or postal codes. Shipments are delivered to the Receiver’s address given by Shipper (which in the case of mail services shall be deemed to be the first receiving postal service) but not necessarily to the named Receiver personally. Shipments to addresses with a central receiving area will be delivered to that area. If the Shipment is deemed to be unacceptable, or it has been undervalued for customs purposes, or Receiver cannot be reasonably identified or located, or Receiver refuses delivery or to pay for delivery, DHL shall use reasonable efforts to return the Shipment to Shipper at Shipper’s cost, failing which the Shipment may be released, disposed of or sold by DHL without incurring any liability whatsoever to Shipper or anyone else, with the proceeds applied against service charges and related administrative costs and the balance of the proceeds of a sale to be returned to Shipper.
DHL’s Shipment charges are calculated according to the higher of actual or volumetric weight and any Shipment may be re-weighed and re-measured by DHL to confirm this calculation. Shipper shall pay or reimburse DHL for all Shipment charges, ancillary charges, duties and taxes owed for services provided by DHL or incurred by DHL on Shipper’s or Receiver’s or any third party’s behalf and all claims, damages, fines and expenses incurred if the Shipment is deemed unacceptable for transport as described in Section 2.
DHL’s liability is strictly limited to direct loss and damage only and to the per kilo/Ib limits in this Section 6. All other types of loss or damage are excluded (including but not limited to lost profits, income, interest, future business), whether such loss or damage is special or indirect, and even if the risk of such loss or damage was brought to DHL’s attention before or after acceptance of the Shipment. If a Shipment combines carriage by air, road or other mode of transport, it shall be deemed to have been carried by air. DHL’s liability in respect of any one Shipment transported, without prejudice to Sections 7-11, is limited to its actual cash value and shall not exceed:
- $US 25.00/kilogram or $US 11.34/lb for Shipments transported by air or other non-road mode of transportation; or
- $US 12.00/kilogram or $US 5.44 /lb for Shipments transported by road.
Claims are limited to one claim per Shipment settlement of which will be full and final settlement for all loss or damage in connection therewith. If Shipper regards these limits as insufficient it must make a special declaration of value and request insurance as described in Section 8 (Shipment Insurance) or make its own insurance arrangements, failing which Shipper assumes all risks of loss or damage.
DHL can arrange insurance for Shipper covering the actual cash value in respect of loss of or physical damage to the Shipment, provided the Shipper completes the insurance section on the front of the waybill or requests it via DHL’s automated systems and pays the applicable premium. Shipment insurance does not cover indirect loss or damage, or loss or damage caused by delays.
* Not available for mail services
DHL will make every reasonable effort to deliver the Shipment according to DHL’s regular delivery schedules, but these schedules are not binding and do not form part of the contract. DHL is not liable for any damages or loss caused by delays.
Certain services have a money-back guarantee which provides for a credit or refund for delay of all or part of the Shipment’s transport charges in some cases. The Money-Back Guarantee Terms and Conditions are available on the DHL website (www.dhl.com) or from DHL Customer Service.
DHL is not liable for any loss or damage arising out of circumstances beyond DHL’s control. These include but are not limited to:- electrical or magnetic damage to, or erasure of, electronic or photographic images, data or recordings; any defect or characteristic related to the nature of the Shipment, even if known to DHL; any act or omission by a person not employed or contracted by DHL - e.g. Shipper, Receiver, third party, customs or other government official; “Force Majeure” - e.g. earthquake, cyclone, storm, flood, fog, war, plane crash or embargo, riot or civil commotion, industrial action.
If the Shipment is transported by air and involves an ultimate destination or stop in a country other than the country of departure, the Montreal Convention, or the Warsaw Convention as applicable, governs. For international road transportation, the Convention for the International Carriage of Goods by Road (CMR) may apply. These conventions limit DHL’s liability for loss or damage.
Shipper shall indemnify and hold DHL harmless for any loss or damage arising out of Shipper’s failure to comply with any applicable laws or regulations and for Shipper’s breach of the following warranties and representations:
- all information provided by Shipper or its representatives is complete and accurate;
- the Shipment was prepared in secure premises by Shipper’s employees;
- Shipper employed reliable staff to prepare the Shipment;
- Shipper protected the Shipment against unauthorised interference during preparation, storage and transportation to DHL;
- the Shipment is properly marked and addressed and packed to ensure safe transportation with ordinary care in handling;
- all applicable customs, import, export and other laws and regulations have been complied with; and
- the waybill has been signed by Shipper’s authorised representative and the Terms and Conditions constitute binding and enforceable obligations of Shipper.
Any dispute arising under or in any way connected with these Terms and Conditions shall be subject, for the benefit of DHL, to the non-exclusive jurisdiction of the courts of, and governed by the law of, the country of origin of the Shipment and Shipper irrevocably submits to such jurisdiction, unless contrary to applicable law.
January 1, 2011
Domestic
DHL Economy Select General Terms and Conditions
1.1. These DHL ECONOMY SELECT General Terms and Conditions shall be applied to each shipping order placed with a DHL ECONOMY SELECT service provider (hereinafter referred to as “Carrier”) and the contract of carriage between the Carrier and Shipper. The Shipper accepts these General Terms and Conditions upon submitting a shipment equipped with a DHL ECONOMY SELECT waybill to the Carrier for transport. These General Terms and Conditions may not be amended by a representative or employee of the Carrier.
1.2. A shipping order covers the handling, storage and delivery of goods to a receiver. The Carrier shall have the right to choose the delivery route and vehicle. The Carrier shall be entitled to use subcontractors to provide the service.
1.3. In addition to the Finnish Carriage of Goods by Road Act (345/1979) and the Convention on the Contract for the International Carriage of Goods by Road (CMR Convention), shipping orders shall be governed only by these General Terms and Conditions for the Carrier; any contradictory standard terms and conditions shall be expressly excluded.
1.4. The application of these General Terms and Conditions shall not affect your statutory rights concerning any defined service for which additional payment have been made.
1.5. DHL reserves the right to amend or update these General Terms and Conditions and DHL ECONOMY SELECT product and service descriptions at any time.
1.2. A shipping order covers the handling, storage and delivery of goods to a receiver. The Carrier shall have the right to choose the delivery route and vehicle. The Carrier shall be entitled to use subcontractors to provide the service.
1.3. In addition to the Finnish Carriage of Goods by Road Act (345/1979) and the Convention on the Contract for the International Carriage of Goods by Road (CMR Convention), shipping orders shall be governed only by these General Terms and Conditions for the Carrier; any contradictory standard terms and conditions shall be expressly excluded.
1.4. The application of these General Terms and Conditions shall not affect your statutory rights concerning any defined service for which additional payment have been made.
1.5. DHL reserves the right to amend or update these General Terms and Conditions and DHL ECONOMY SELECT product and service descriptions at any time.
2.1. Shipping orders shall be carried out in accordance with the DHL ECONOMY SELECT product definitions and descriptions mentioned in the conditions of the parcel delivery service or the latest service brochure and attached to these General Terms and Conditions. “Parcel delivery service” means regular door-to-door carriage of goods by road Monday through Friday during office hours.
2.2. The DHL ECONOMY SELECT service is designed for shipping parcels, pallets or combinations thereof. Each shipment may contain 1 to 999 items. Maximum weight per shipment is 2,500 kg and maximum size 12 m3. Maximum weight per item is 1,000 kg, maximum size 120 x 100 x 200 cm (length x width x height) and minimum size 15 x 11 x 3.5 cm. Within limited areas and for an additional service fee we will also transport pallets with a length up to 240 cm. All items must be prepared with appropriate packaging. Any items weighing over 70 kg must be palletised and items between 31.5 kg and 70 kg must be packed in a way that enables them to be moved with a forklift.
2.3. In the areas where oversized pallets are transported, the length and width of a pallet in total should not exceed 340 cm, and parcels should be suitable for handling with a forklift and for loading and offloading from the rear of a vehicle.
2.2. The DHL ECONOMY SELECT service is designed for shipping parcels, pallets or combinations thereof. Each shipment may contain 1 to 999 items. Maximum weight per shipment is 2,500 kg and maximum size 12 m3. Maximum weight per item is 1,000 kg, maximum size 120 x 100 x 200 cm (length x width x height) and minimum size 15 x 11 x 3.5 cm. Within limited areas and for an additional service fee we will also transport pallets with a length up to 240 cm. All items must be prepared with appropriate packaging. Any items weighing over 70 kg must be palletised and items between 31.5 kg and 70 kg must be packed in a way that enables them to be moved with a forklift.
2.3. In the areas where oversized pallets are transported, the length and width of a pallet in total should not exceed 340 cm, and parcels should be suitable for handling with a forklift and for loading and offloading from the rear of a vehicle.
3.1. The following items shall not be accepted for transport:
a) Shipments where the receiver’s or Shipper’s address is a private, PO Box or poste restante address. This limitation does not apply to shipments of companies located in private addresses.
b) Shipments whose contents are worth more than EUR 50,000.
c) Shipments for which the Shipper has declared or wants to declare a special interest as defined in Articles 24 and 26 of the CMR Convention.
d) Valuable goods (even if their value is below the limits stated in item c above), such as precious metals and stones, jewellery, works of art, antiques, cash, cheques, credit cards, phone cards, securities, shares, bills of exchange, bank books or other documents that cannot be renewed or replaced in the event of loss.
e) Goods whose import/export is restricted by law or regulations.
f) Shipments containing illegal narcotics/drugs.
g) Temperature or humidity sensitive goods requiring special handling and equipment or easily perishable goods.
h) Live animals and plants or human remains.
i) Weapons, explosives or army equipment.
j) Derogatory goods, such as pornography, or politically sensitive goods.
k) Goods that may cause damage to people, property or the environment due to their properties.
l) Goods whose packing is insufficient considering their shape, contents and/or properties.
m) Dangerous goods as defined by national or international regulations (for example, ADR) or goods whose carriage is restricted by IATA/ICAO.
n) Alcohol and tobacco
3.2. The Shipper shall be liable for any damage resulting from submitting items listed in Section 3.1 for transport.
3.3. The Carrier shall be entitled, but not obliged, to check and inspect any shipment submitted for transport, including an unlimited right to open a shipment, unless such procedure is prohibited by local regulations, irrespective of whether the shipping order or shipping documents include a note about the parcel containing material that is unacceptable for transport. An inspection performed by the Carrier shall not absolve the Shipper from contractual or statutory obligations. The Shipper hereby acknowledges and accepts that the Carrier may abandon and/or hand over any item submitted to the Carrier by the Shipper if the Carrier has discovered that the item is unacceptable for transport or has been undervalued or incorrectly described by the Shipper to Customs or for other purposes, which shall not make the Carrier liable for damage. If the Shipper consciously or unconsciously misleads the Carrier with regard to a parcel’s contents, the Carrier shall be absolved from his responsibilities. The Shipper undertakes to discharge, protect and defend the Carrier or the Carrier’s representatives from all demands, compensation for damage, fines and any resulting expenses.
a) Shipments where the receiver’s or Shipper’s address is a private, PO Box or poste restante address. This limitation does not apply to shipments of companies located in private addresses.
b) Shipments whose contents are worth more than EUR 50,000.
c) Shipments for which the Shipper has declared or wants to declare a special interest as defined in Articles 24 and 26 of the CMR Convention.
d) Valuable goods (even if their value is below the limits stated in item c above), such as precious metals and stones, jewellery, works of art, antiques, cash, cheques, credit cards, phone cards, securities, shares, bills of exchange, bank books or other documents that cannot be renewed or replaced in the event of loss.
e) Goods whose import/export is restricted by law or regulations.
f) Shipments containing illegal narcotics/drugs.
g) Temperature or humidity sensitive goods requiring special handling and equipment or easily perishable goods.
h) Live animals and plants or human remains.
i) Weapons, explosives or army equipment.
j) Derogatory goods, such as pornography, or politically sensitive goods.
k) Goods that may cause damage to people, property or the environment due to their properties.
l) Goods whose packing is insufficient considering their shape, contents and/or properties.
m) Dangerous goods as defined by national or international regulations (for example, ADR) or goods whose carriage is restricted by IATA/ICAO.
n) Alcohol and tobacco
3.2. The Shipper shall be liable for any damage resulting from submitting items listed in Section 3.1 for transport.
3.3. The Carrier shall be entitled, but not obliged, to check and inspect any shipment submitted for transport, including an unlimited right to open a shipment, unless such procedure is prohibited by local regulations, irrespective of whether the shipping order or shipping documents include a note about the parcel containing material that is unacceptable for transport. An inspection performed by the Carrier shall not absolve the Shipper from contractual or statutory obligations. The Shipper hereby acknowledges and accepts that the Carrier may abandon and/or hand over any item submitted to the Carrier by the Shipper if the Carrier has discovered that the item is unacceptable for transport or has been undervalued or incorrectly described by the Shipper to Customs or for other purposes, which shall not make the Carrier liable for damage. If the Shipper consciously or unconsciously misleads the Carrier with regard to a parcel’s contents, the Carrier shall be absolved from his responsibilities. The Shipper undertakes to discharge, protect and defend the Carrier or the Carrier’s representatives from all demands, compensation for damage, fines and any resulting expenses.
4.1. The Shipper’s responsibilities include appropriate preparation of goods for shipment and/or packing the goods in a way that ensures the contents of the shipment are appropriately protected considering the duration and mode of shipping. The Shipper shall be responsible for any personal injuries, damage to property or environmental damage resulting from defective preparation/packing of goods, as well as any additional costs resulting from inappropriate preparation/packing of goods, unless the defects are clearly visible and the Carrier or his representative has not made remarks about the matter in an appropriate way. The Shipper shall also be responsible for reimbursing any related legal expenses, lawyer’s fees and expenses incurred as a result of specialist statements.
4.2. Further responsibilities of the Shipper include equipping parcels with documents required by law, the authorities or the contract, supplementing these documents on demand as well as providing additional information on request. In non-EU transport, the Shipper must provide a truthful account of the value of the goods, with regard to the above in particular, and such account shall not be regarded as a declaration of special interest as defined in Articles 24 and 26 of the CMR Convention. The Carrier’s responsibilities do not include verifying the correctness or appropriateness of the information contained in the documents attached to the parcel. In the absence of documents required for further shipping and/or handling, the Shipper will have to produce these documents within 7 working days, or else the goods shall be returned to the Shipper at his expense. The Shipper shall be responsible for any damage resulting from inadequate, incomplete or incorrect documents, unless attributable to carelessness on the part of the Carrier or his representative.
4.3. The Shipper acknowledges the right reserved by the Carrier to re-measure and re-weigh any shipment and correct all underestimated weights and dimensions as well as charge the Shipper in accordance with the results of re-measurement and re-weighing.
4.2. Further responsibilities of the Shipper include equipping parcels with documents required by law, the authorities or the contract, supplementing these documents on demand as well as providing additional information on request. In non-EU transport, the Shipper must provide a truthful account of the value of the goods, with regard to the above in particular, and such account shall not be regarded as a declaration of special interest as defined in Articles 24 and 26 of the CMR Convention. The Carrier’s responsibilities do not include verifying the correctness or appropriateness of the information contained in the documents attached to the parcel. In the absence of documents required for further shipping and/or handling, the Shipper will have to produce these documents within 7 working days, or else the goods shall be returned to the Shipper at his expense. The Shipper shall be responsible for any damage resulting from inadequate, incomplete or incorrect documents, unless attributable to carelessness on the part of the Carrier or his representative.
4.3. The Shipper acknowledges the right reserved by the Carrier to re-measure and re-weigh any shipment and correct all underestimated weights and dimensions as well as charge the Shipper in accordance with the results of re-measurement and re-weighing.
5.1. A shipment shall be delivered to a receiver against a signature. If a receiver is not present at the time of delivery, the shipment shall be delivered, against a signature, to a person who, considering the circumstances, may be regarded to have the right to accept the goods, for example, a person who is present in receiver's premises.
5.2. If the shipment cannot be delivered on the first attempt, receiver must be notified of this and the new delivery time in writing. An exceptional delivery time may be separately arranged with the receiver.
5.3. If the shipment cannot be delivered on the second attempt either, the Shipper must, without delay, submit written instructions to the Carrier on how to proceed – unless other primary measures have been agreed – whether to
5.2. If the shipment cannot be delivered on the first attempt, receiver must be notified of this and the new delivery time in writing. An exceptional delivery time may be separately arranged with the receiver.
5.3. If the shipment cannot be delivered on the second attempt either, the Shipper must, without delay, submit written instructions to the Carrier on how to proceed – unless other primary measures have been agreed – whether to
- make a third delivery attempt
- dispose of the goods or return them to the Shipper
- send the parcel to another receiver/address
- store the parcel
6.1. A shipment shall be subject to the prices that are valid on the day on which the shipping order is placed with the Carrier. The prices do not include value-added tax or other statutory taxes or duties.
6.2. All duties, taxes and other official fees that the Carrier has paid on behalf of the Shipper or receiver must be remitted to the Carrier at his request, in which case the Carrier shall be entitled to choose to whom the request is directed. In this situation, the Carrier shall not have to conform to the Shipper's instructions. Any exceptional payment terms may be agreed in writing.
6.3. The grand total of the invoice must be transferred in full to the bank account specified by the Carrier by the due date in accordance with the payment terms. The Carrier and Shipper may agree on other payment methods in writing.
6.4. The Carrier has a lien on the goods in his custody for all charges encumbering the goods and all other receivables that the same Shipper owes to the Carrier.
6.5. DHL’s Shipment charges are calculated according to the higher of actual or volumetric weight and any Shipment may be re-weighed and re-measured by DHL to confirm this calculation. For additional information on calculating the volumetric weight, please visit Tools.
6.2. All duties, taxes and other official fees that the Carrier has paid on behalf of the Shipper or receiver must be remitted to the Carrier at his request, in which case the Carrier shall be entitled to choose to whom the request is directed. In this situation, the Carrier shall not have to conform to the Shipper's instructions. Any exceptional payment terms may be agreed in writing.
6.3. The grand total of the invoice must be transferred in full to the bank account specified by the Carrier by the due date in accordance with the payment terms. The Carrier and Shipper may agree on other payment methods in writing.
6.4. The Carrier has a lien on the goods in his custody for all charges encumbering the goods and all other receivables that the same Shipper owes to the Carrier.
6.5. DHL’s Shipment charges are calculated according to the higher of actual or volumetric weight and any Shipment may be re-weighed and re-measured by DHL to confirm this calculation. For additional information on calculating the volumetric weight, please visit Tools.
7.1. DHL ECONOMY SELECT shipments may be shipped COD to limited areas.
7.2. DHL ECONOMY SELECT shipments shipped COD shall be handed to a receiver only after he has paid the COD amount, determined by the Shipper, to the Carrier’s bank account. The maximum COD amount for DHL ECONOMY SELECT shipments is EUR 5,000/shipment. The COD amount must be recorded in the shipping documents attached to the shipment in the currency of the destination country. The COD amount cannot be changed afterwards. The Carrier shall transfer the COD amount to the Shipper within 10 working days of receiving information of the delivery of the shipment (IOD). The Shipper shall bear the risks related to the fluctuation of exchange rates.
7.3. If a DHL ECONOMY SELECT shipment cannot be delivered or a COD amount collected, the Carrier must try to obtain written instructions from the Shipper for further action. If this is impossible, the shipment shall be returned to the Shipper. In such cases, the Shipper shall be responsible for all resulting costs and shall reimburse the Carrier for all receivables relating to the carriage of the shipment.
7.4. Partially lost DHL ECONOMY SELECT shipments shall be delivered to a receiver only in accordance with written instructions from the Shipper, in which case the COD amount shall also be collected in full. Usually, the missing parts of a shipment cannot be delivered afterwards.
7.5. The Shipper shall be responsible for all expenses and damages incurred as a result of inaccurate or incorrect instructions.
7.2. DHL ECONOMY SELECT shipments shipped COD shall be handed to a receiver only after he has paid the COD amount, determined by the Shipper, to the Carrier’s bank account. The maximum COD amount for DHL ECONOMY SELECT shipments is EUR 5,000/shipment. The COD amount must be recorded in the shipping documents attached to the shipment in the currency of the destination country. The COD amount cannot be changed afterwards. The Carrier shall transfer the COD amount to the Shipper within 10 working days of receiving information of the delivery of the shipment (IOD). The Shipper shall bear the risks related to the fluctuation of exchange rates.
7.3. If a DHL ECONOMY SELECT shipment cannot be delivered or a COD amount collected, the Carrier must try to obtain written instructions from the Shipper for further action. If this is impossible, the shipment shall be returned to the Shipper. In such cases, the Shipper shall be responsible for all resulting costs and shall reimburse the Carrier for all receivables relating to the carriage of the shipment.
7.4. Partially lost DHL ECONOMY SELECT shipments shall be delivered to a receiver only in accordance with written instructions from the Shipper, in which case the COD amount shall also be collected in full. Usually, the missing parts of a shipment cannot be delivered afterwards.
7.5. The Shipper shall be responsible for all expenses and damages incurred as a result of inaccurate or incorrect instructions.
8.1. If the Shipper has selected the additional service “Receiver Pays” for a DHL ECONOMY SELECT shipment, the Carrier shall collect the shipping costs and other related costs, such as official fees, duties and taxes from the receiver. This service option is not available from all countries.
8.2. If a receiver refuses to pay upon delivery, the Shipper must, within 10 days of receiving information of non-delivery, submit written instructions to the Carrier for further action, or else the shipment shall be returned to the Shipper. The resulting expenses shall be charged to the Shipper.
8.3. The Shipper should take note that even if he has chosen the “Receiver Pays” method, he has, in the end, sole responsibility for the Carrier’s demand for payment. Selecting the “Receiver Pays” method shall not remove the Shipper’s responsibility to pay the Carrier for the freight or the resulting expenses.
8.2. If a receiver refuses to pay upon delivery, the Shipper must, within 10 days of receiving information of non-delivery, submit written instructions to the Carrier for further action, or else the shipment shall be returned to the Shipper. The resulting expenses shall be charged to the Shipper.
8.3. The Shipper should take note that even if he has chosen the “Receiver Pays” method, he has, in the end, sole responsibility for the Carrier’s demand for payment. Selecting the “Receiver Pays” method shall not remove the Shipper’s responsibility to pay the Carrier for the freight or the resulting expenses.
9.1. The Carrier’s liability shall be determined by the Carriage of Goods by Road Act / CMR Convention, according to which the Carrier’s liability for a total or partial loss of goods or damaged goods is limited to SDR 8.33 per kilogram of gross weight short.
9.2. The Carrier shall not be liable for any indirect damage, such as the loss of trading profit, markets or the like, and in all cases (for example, non-fulfilment of a shipping order, delayed pick-up, a mistake when making an agreement or a breach of other contractual obligations), unless otherwise specified in the provisions of the abovementioned CMR Convention, the Carrier's liability shall be limited to EUR 500/piece or the fee agreed for the shipment in question, or EUR 1,000/shipment, whichever is the lowest.
9.3. A shipment shall be deemed to be lost if it has not been delivered within 30 working days of the anticipated time of delivery and its location is unknown.
9.4. The transit times defined in the transit schedules are average estimated times and shall not be covered by warranty or considered as agreed transit times within the meaning of Article 19 of the CMR Convention. If a reasonable transit time is exceeded due to circumstances attributable to the Carrier, the maximum compensation for any direct damage incurred shall be the amount of freight charged for the shipment.
9.2. The Carrier shall not be liable for any indirect damage, such as the loss of trading profit, markets or the like, and in all cases (for example, non-fulfilment of a shipping order, delayed pick-up, a mistake when making an agreement or a breach of other contractual obligations), unless otherwise specified in the provisions of the abovementioned CMR Convention, the Carrier's liability shall be limited to EUR 500/piece or the fee agreed for the shipment in question, or EUR 1,000/shipment, whichever is the lowest.
9.3. A shipment shall be deemed to be lost if it has not been delivered within 30 working days of the anticipated time of delivery and its location is unknown.
9.4. The transit times defined in the transit schedules are average estimated times and shall not be covered by warranty or considered as agreed transit times within the meaning of Article 19 of the CMR Convention. If a reasonable transit time is exceeded due to circumstances attributable to the Carrier, the maximum compensation for any direct damage incurred shall be the amount of freight charged for the shipment.
10.1. The Carrier shall have limited liability for the transported goods in accordance with the Carriage of Goods by Road Act / CMR Convention. A DHL ECONOMY SELECT shipment may also be insured under a separate goods insurance policy. The Shipper must declare his wish to take out insurance when placing a shipping order and write the insurance sum and currency on the shipping document. The maximum value of additional insurance is EUR 50,000/shipment.
10.2. Items that are unacceptable for transport shall be regarded as uninsured, and it is not possible to insure them.
10.2. Items that are unacceptable for transport shall be regarded as uninsured, and it is not possible to insure them.
11.1. A receiver must inspect the goods immediately upon delivery for condition and quantity.
11.2. Any damage to the goods or missing pieces that could not be observed from outside at the time of delivery must be reported to the Carrier orally within 48 hours of delivery and in writing within 7 working days of delivery.
11.2. Any damage to the goods or missing pieces that could not be observed from outside at the time of delivery must be reported to the Carrier orally within 48 hours of delivery and in writing within 7 working days of delivery.
12.1. Offsetting a claim against the liabilities of the Carrier or using a lien against the Carrier is possible only if the claim has been confirmed with a final judgement or the Carrier has acknowledged it in writing.
12.2. The party entitled to compensation shall not have the right to transfer any claims against the Carrier without prior written agreement with the Carrier.
12.2. The party entitled to compensation shall not have the right to transfer any claims against the Carrier without prior written agreement with the Carrier.
13.1. After the goods have been submitted for shipment, the Carrier shall act, within the constraints of the law, as the Shipper’s representative in handling the necessary customs formalities. The Carrier shall be entitled to use subcontractors to handle these formalities.
13.2. The Shipper, or a forwarding agent authorised by the Shipper, must present all fully and truthfully completed customs documents relating to import and export clearance. The Shipper shall be responsible for all damages incurred to the Carrier as a result of incorrect customs documents provided by the Shipper or a person authorised by the Shipper, or the absence of such documents.
13.3. All expenses and tax-like fees, such as duties, taxes, fines, storage costs and other costs resulting from the activities of customs authorities or costs resulting from incorrect customs documents and/or incorrect applications for special permits/licences completed by the Shipper, shall be charged to a receiver. Regardless of the above, the Shipper is responsible for all costs related to the consignment, and if the receiver doesn't pay the expenses and/or fees mentioned above, the Shipper must discharge the Carrier from all costs and claims resulting from carrying out the shipment.
13.4. The Shipper undertakes to comply with all import regulations of the destination country and agrees to indemnify and hold the Carrier harmless for any claims, responsibilities and costs resulting from the Shipper or his customer or representative of these, not having complied with a relevant law or regulation.
13.5. If taxes and/or duties are levied on declarable import shipments and clearance is carried out using the Carrier’s customs credit number, we shall charge a customs guarantee fee according to the valid extra charge list. This payment service fee shall not be collected if clearance is carried out using the Customer’s own customs credit number.
13.2. The Shipper, or a forwarding agent authorised by the Shipper, must present all fully and truthfully completed customs documents relating to import and export clearance. The Shipper shall be responsible for all damages incurred to the Carrier as a result of incorrect customs documents provided by the Shipper or a person authorised by the Shipper, or the absence of such documents.
13.3. All expenses and tax-like fees, such as duties, taxes, fines, storage costs and other costs resulting from the activities of customs authorities or costs resulting from incorrect customs documents and/or incorrect applications for special permits/licences completed by the Shipper, shall be charged to a receiver. Regardless of the above, the Shipper is responsible for all costs related to the consignment, and if the receiver doesn't pay the expenses and/or fees mentioned above, the Shipper must discharge the Carrier from all costs and claims resulting from carrying out the shipment.
13.4. The Shipper undertakes to comply with all import regulations of the destination country and agrees to indemnify and hold the Carrier harmless for any claims, responsibilities and costs resulting from the Shipper or his customer or representative of these, not having complied with a relevant law or regulation.
13.5. If taxes and/or duties are levied on declarable import shipments and clearance is carried out using the Carrier’s customs credit number, we shall charge a customs guarantee fee according to the valid extra charge list. This payment service fee shall not be collected if clearance is carried out using the Customer’s own customs credit number.
The Carrier shall have the right to collect, record and process any information provided by the Shipper or receiver when placing a shipping order. In addition, the Carrier shall be entitled to disclose information defined by legislation if requested to do so by the authorities (customs authorities in particular) or a government institution.
If any provision of these General Terms and Conditions is deemed invalid or necessary provisions are deemed to be absent, this shall not affect the validity of the other provisions of these General Terms and Conditions. An invalid or absent provision shall be compensated for by applying a provision that conforms to the law and corresponds, as well as possible, to the original intent of the parties or to what the parties can be concluded to have meant, using common sense, had they discovered the absence of the provision.
Money Back Guarantee
January 1, 2011
TERMS AND CONDITIONS OF MONEY-BACK GUARANTEE
IMPORTANT NOTICE
DHL will, upon the customer's request and subject to the restrictions described below, provide either a credit or refund of the transportation charges paid by customer for a DHL EXPRESS shipment, which is delivered later than DHL's quoted delivery commitment.
A. The Guarantee only applies to the
DHL SAME DAY,
DHL DOMESTIC SAME DAY,
DHL EXPRESS 9:00,
DHL IMPORT EXPRESS 9:00,
DHL DOMESTIC EXPRESS 9:00,
DHL EXPRESS 10:30,
DHL IMPORT EXPRESS 10:30,
DHL DOMESTIC EXPRESS 10:30,
DHL EXPRESS 12:00,
DHL IMPORT EXPRESS 12:00,
DHL DOMESTIC EXPRESS 12:00,
DHL EXPRESS WORLDWIDE and
DHL IMPORT EXPRESS WORLDWIDE services
(each a "Service") and to shipments which comply fully with the service restrictions which are described in the next column.
DHL DOMESTIC SAME DAY,
DHL EXPRESS 9:00,
DHL IMPORT EXPRESS 9:00,
DHL DOMESTIC EXPRESS 9:00,
DHL EXPRESS 10:30,
DHL IMPORT EXPRESS 10:30,
DHL DOMESTIC EXPRESS 10:30,
DHL EXPRESS 12:00,
DHL IMPORT EXPRESS 12:00,
DHL DOMESTIC EXPRESS 12:00,
DHL EXPRESS WORLDWIDE and
DHL IMPORT EXPRESS WORLDWIDE services
(each a "Service") and to shipments which comply fully with the service restrictions which are described in the next column.
B. For the DHL EXPRESS WORLDWIDE and DHL IMPORT EXPRESS WORLDWIDE services, the Guarantee applies only to shipments sent between countries within the European Union. The Guarantee does not apply to the Same Day services DHL JETLINE, DHL SPRINTLINE and DHL SECURELINE.
C. The Guarantee applies to the transportation charges for a Service including the fuel surcharge. The Guarantee is exclusive of all other items, including, without limitation, fines, taxes or other charges or amounts, and transportation charges resulting from returned shipments.
D. In the case of multiple piece shipments, the Guarantee will apply to every piece in the shipment. If a late delivery occurs for any piece within the shipment, the refund or credit will be given for the transportation charges applicable to the entire shipment.
E. Customer must notify DHL of any claim for late delivery, in writing or by telephone, within 14 calendar days of the shipment date and provide DHL with the account number (if any), the waybill number, the date of shipment, and complete receiver information. Within 30 calendar days after customer so notifies DHL, DHL shall either:
- provide the customer with the credit or refund,
- provide the customer with information explaining the reason that the shipment is not eligible for the guarantee under the applicable limitations or exclusions, or
- provide the customer with evidence of timely delivery.
F. Customer may not permit any other party to notify claims on its behalf nor assign claims to any other party. Payment by DHL of the transportation charges to the customer shall constitute a full release of DHL’s obligations for any delay under the Guarantee.
G. The Guarantee will not apply where late delivery or failure to deliver is due to circumstances beyond DHL’s control, as set out in the DHL Terms and Conditions of Carriage and including customs delays, inaccurate or incomplete shipment information, delivery instructions or information (such as P.O. Box for receiver address, missing or inaccurate receiver telephone number), or receiver’s request for delay, shipment diversion or non-standard clearance services; or unavailability or refusal of the receiver to accept delivery or to pay duties and taxes against delivery if requested.
H. All other provisions of the DHL Terms and Conditions of Carriage apply. The Guarantee is subject to modification or cancellation by DHL at any time.
I. If a customer has an extremely time-sensitive shipment, the loss or delay of which may result in consequential damages, the customer must contact his own insurance agent or broker to insure against such risks, as DHL does not assume such liabilities. DHL does not provide and will not arrange such shipment insurance.
J. The Guarantee does not apply to:
(i) shipments linked to clinical trials where temperature sensitive packaging is being used or
(ii) the extra charges applicable to any optional service sold with the shipment, e.g. packaging.
A. The Services are available only from specified locations to specified post code destinations (or towns where no post codes are available).
B. The Services are not available for unacceptable shipments as defined in the DHL Terms and Conditions of Carriage or for shipments which do not meet any other restrictions on size, weight, commodity or value identified by DHL.
C. Nor are the Services (except DHL EXPRESS WORLDWIDE and DHL IMPORT EXPRESS WORLDWIDE) available for:
(i) temporary exports /imports,
(ii) shipments with high value contents that require formal customs clearance or
(iii) shipments with over-weight (more than 70kg/ 150lbs) or over-sized (more than 120cm /48 inches) pieces.
D. To establish whether a Service is available for a particular shipment, between a particular origin and destination, or in combination with a particular service option (such as Saturday Delivery), please consult DHL's website or contact DHL Customer Service and supply the following information:
- the pick-up address,
- the commodity being shipped,
- (if applicable) its value for customs purposes,
- the time and date the shipment is available to be picked-up,
- the exact destination, including post code,
- the shipment weight,
- the shipment dimensions,
- the number of pieces.
E. The shipper must specify the requested Service on the waybill and must tender the shipment to DHL by the time agreed with DHL.
January 1, 2011
