Claims & Refunds
Last updated: June 10, 2026
Report a shipment issue
Notify VML promptly with the AWB, photographs, invoice, packaging evidence and a description of loss or damage. Carrier reporting deadlines apply.
Investigation
Claims are reviewed with the responsible carrier. Acceptance and compensation depend on declared value, packaging, excluded goods, supporting documents and carrier liability limits.
Cancellations and refunds
A shipment cancelled before carrier handover may qualify for a refund after deducting costs already incurred. Charges normally become non-refundable once pickup, booking, documentation or carrier processing begins.
Customs and duties
Customs duties, taxes, storage, return and disposal charges are normally payable by the customer and are not refundable by VML.
Submit a claim
Email dhl.link.road@gmail.com with the AWB in the subject line.