What is covered

• Warehouse fire (post‑receipt): 100% compensation of the product purchase value for loss or damage caused by fire, smoke, or sprinkler/water from a fire event occurring at any of our or our partner warehouses after your items are received and checked in at our China warehouse and before release/delivery from our last warehouse (e.g., China, Hong Kong, Bangladesh facilities).
• Accidental damage in transit: from carrier pickup at our China warehouse until delivery scan at destination (e.g., crushed/broken/dented, water damage).
• Partial shortage due to transit damage: when contents are missing because the parcel was damaged in transit.

Insured value (compensation base)

Insured value = product purchase price (amount paid to the seller). Not included in compensation: service fee (10%), China domestic delivery to our warehouse, international shipping, duties/taxes, and local courier charges.

100% compensation applies only to insured items. For consolidated parcels, compensation is calculated based on the insured items contained in the affected parcel.

What is not covered

• Manufacturer/functional defects (e.g., firmware/region lock); see After‑sales policy where applicable.
• Cosmetic variance (normal color differences of 5–10%, minor box scuffs/dents).
• Prohibited/restricted items or items shipped via an incorrect line (e.g., batteries/liquids/DG via non‑DG lines), counterfeit/replicas.
• Fragile items without wooden box add‑on: if you did not select a wooden box, transit damage on fragile items is excluded.
• Customs seizure/fines due to mis‑declaration or regulatory violations.
• Delays/indirect losses, loss of business/profit, or loss/theft after successful delivery.
• Non‑fire warehouse incidents (e.g., theft, humidity, vermin) are not covered unless caused by a fire event.

Claim window & required evidence

• Transit damage/shortage: report within 48 hours of delivery.
• Warehouse fire event: report within 7 days of our incident notification or your order status update indicating a warehouse incident.

Submit the following:

• Order ID and tracking number
• Unboxing video in one take (for transit damage: outer box, label, inner cushioning, damage close‑ups)
• Photos of the outer carton and shipping label (for transit cases)
• For warehouse fire cases: we will issue an incident report; provide your order list and any received photos if available

Resolution

• Review time: typically 2–3 business days.
• Payout: default via Wallet credit; on request, bank/mobile wallet transfer within 3 business days.
• Reship: possible where stock/lines are available (case‑by‑case).
• Subrogation: after compensation is paid, we may pursue claims with carriers/partners; salvage/return of damaged goods may be required where applicable.

Important notes

• Coverage windows:
  • Warehouse fire coverage starts after check‑in at our China warehouse and continues while stored at any of our/partner warehouses (China/Hong Kong/Bangladesh) until release/delivery;
  • Transit damage coverage runs from carrier pickup at our China warehouse to delivery scan at destination.
• Transit events only vs warranty: this insurance covers transit damage and warehouse fire; it is not a product warranty.
• Compliance: restricted items move only via eligible lines with proper documentation; counterfeit/IP‑infringing items are never accepted.
• Mis‑declaration: if a customer sends restricted/mis‑declared items to our China warehouse and customs levy fines or seize goods, all costs and consequences are the customer’s responsibility.

This policy may be updated to reflect carrier, partner, or customs requirements. For details on returns, restricted items, and terms, please see our Terms of Service, Refund & Return Policy, and Restricted Items Policy.