17 Claims Procedure - Prescription
If you wish to claim for a lost, damaged or delayed Package you must comply with any applicable convention or if none applies you must comply with the following procedure otherwise we reserve the right to reject your claim:
17.1 You must notify us about:
17.1.1 loss: as soon as such loss is discovered (or with reasonable diligence ought to have been discovered) and in any event within the earlier of 5 days of the date the Package should have been delivered or within 21 days of the Package being collected by the Carrier, whichever is the sooner;
17.1.2 damage: as soon as such damage is discovered (or with reasonable diligence ought to have been discovered) and in any event within 5 days after delivery of the Package; or
17.1.3 delay within the earlier of (i) 7 days after delivery of the Package or (ii) within 7 days of the date the Package should have been delivered or (iii) within 21 days of the Package being placed at the disposal of the addressee.
17.2 If we send you a claim form you must return it within 14 days from the date of issue fully completed together with all relevant documentation in support of your claim. We are not obliged to act on any claim until our charges in respect of the Package in question (including any Additional Charges) have been paid nor are you entitled to deduct the amount of your claim from our charges.
17.3 We will assume the Package was delivered in good condition unless the addressee (or recipient pursuant to Clause 6) has noted any damage on the Carrier's delivery record when he or she accepted the Package.
17.4 Your right to claim damages against us shall be extinguished unless an action is brought in a court of law within 6 months from the date of delivery of the Package or from the date on which the Package should have been delivered or from the date on which the carriage stopped.
17.5 You must give us and the Carrier the opportunity to examine the damage to and the packaging of the Package prior to repair.
17.6 The Package shall not be deemed to be lost until at least 30 days has elapsed since the date you notified us of the non-delivery. We may agree with you in writing to shorten this period.
17.7 We and the Carrier may destroy the original documentation relating to your Package after 6 months from the date of your ordering the Services in respect of that Package and you shall not hold this absence against us or the Carrier.
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