1. Conditions for Refund and Return

2. Refund Process

A. Refundable Amount

• •**Delivery Charge:** If the parcel is lost or damaged before delivery, the full delivery charge will be refunded.
• •**Compensation:** Compensation will be provided based on the parcel value and according to the terms of EziDrop's Compensation Policy.

B. Refund Timeline

• •After the refund process is initiated, the full amount is typically returned within **7 to 14 working days**.
• •This period may vary depending on the refund method (Bank Transfer / Mobile Banking).

3. Exclusions from Return/Refund

• •**Packaging Defects:** Damage due to faulty or weak packaging provided by the sender.
• •**Prohibited Items:** Issues arising from sending goods prohibited by the government or EziDrop.
• •**Incorrect Information:** Submission of wrong delivery address or incorrect recipient contact information by the sender.
• •**Customer Error:** Parcel damage caused by the buyer or recipient's personal error after receiving the delivery.

4. Parcel Return (Return to Sender)

If a delivery attempt fails (e.g., recipient refusal or unable to locate the address):

• •The parcel will be automatically returned to the sender.
• •A **Return Charge** will be applicable for sending the parcel back to the sender, which is generally equivalent to the initial delivery charge.

5. Claim Submission

To file a refund or damage claim:

1. •Contact our Customer Support **(AI Chatbot or Live Messaging)** within **48 hours** of the failed delivery.
2. •Clearly state the parcel's **Tracking Number** and detailed description of the damage (if applicable).
3. •Provide **photos** (digital proof) of the damaged parcel.