Introduction

The CSSecure Plan is an insurance policy available to its users since July 9, 2021. For only 3% of the total value of your parcel, you can be 100% insured against the following:

Coverage for Transit Situations

Parcel Loss: Covers the loss of parcels during transit.

Parcel Seizures: Covers losses due to customs or other authority seizures.

Parcel Damages: Coverage for damage incurred during transit.

Missing Items: Coverage for items that did not arrive.

Parcel Delays: Compensation for shipping delays.

Parcel Returns: Covers returns of parcels sent back to CSSBuy.

Important Information

CSSBuy always uploads a quality check picture before shipping your parcel.  Be sure to inspect these images carefully.

If there are any issues, please contact us immediately.

Upon delivery, record an uncut unboxing video:

- The video must start before opening the parcel and capture the entire process.

- The parcel must always remain visible in the frame, showing all sides before any cuts are made.

CSSBuy reserves the right to refuse your insurance claim if there is no valid unboxing video.

- Refunds are available for parcels canceled before shipping. No refunds/cancellations after a tracking number has been issued.

- Insurance cannot be purchased after your parcel has left our warehouse.

- CSSBuy will not compensate parcels destroyed, lost or seized due to unpaid import fees or for additional fees such as customs duties or taxes.

- Suitcases are not eligible for insurance coverage. Parcels with unreasonable declarations, intentional or accidental, will not be compensated if denied at customs, the shipping company or authorities.

CSSBuy reserves the right to deny claims if it does not meet the requirements stated in this policy.

Compensations based on speculations will not be made.

Insured Value

The maximum insurable amount depends on the items in your parcel and the shipping line chosen.

The total insurable amount is up to 10,000 RMB.

Exceptions apply:

SAL to Germany: Maximum insurance: 2000 RMB +  shipping costs

Any other limitations will be displayed before submission.

The insured value has to be equal to, or less than the total sum of your products and shipping costs. For example, if your parcel is worth 500 RMB, and you\'ve decided to insure 750 RMB, we will only return 500 RMB.

Cost

The CSSecure Plan costs 3% of the insured value. For example, if you purchase the insurance plan, and the insured value is 200 RMB, it will cost 6 RMB.

Usage & Instructions

To use our CSSecure Plan, you must have some items stored in your warehouse. When you submit these for international shipping, the option to insure your parcel will be available. If you have chosen to use our rehearsal service before shipping, you must wait for the parcel to be packed, weighed, and prepared for shipping.

Products Ineligible for Insurance

For \"Buy It Yourself\" orders, ensure the correct designation for items (branded goods, electronics, liquids). If not correctly marked, CSSBuy has the right to refuse compensation. In case such an insurance claim is made, indisputable and tangible evidence must be provided, such as screen captures and/or chat logs with sellers, marketplaces (such as Taobao, 1688, Weidian). Furthermore, tracking numbers, order IDs, and prices of each item must be presented to our staff. Additional proof may be required if deemed necessary by CSSBuy. For \"Buy It Yourself\" orders, compensation is based on 40 RMB per kg, with a maximum of 400 RMB.  If the order price is lower than the insured price, we will compensate the actual (lower) value. Proof of the item\'s value is required for the claim process.

How to Claim Insurance

If you experience issues, open a ticket in our Discord server or contact Live Support via cssbuy.com. Live Support Hours: 9 AM - 6 PM | Monday to Saturday. Discord Support: Available 24/7, but instant replies are not guaranteed. A response will be provided as soon as possible.

Compensation Standard and Proof

Seizure

To claim your compensation, we need irreversible proof of seizure. This can be a documentation or a statement from customs, the shipping company, or authorities. We will not refund any excess value beyond the parcel\'s worth. Partially seized parcels won\'t receive a shipping cost compensation, while completely seized parcels will be reimbursed for the insured value of the items and shipping costs. For items removed by customs, authorities or shipping companies, you must provide proof like stated above and an uncut unboxing video that starts recording before you open the parcel. You must contact us within 3 days of from the day of delivery to claim compensation.

Loss

If your parcel was lost, we will provide a full compensation of the insured amount. For the parcel to be regarded as lost, we require indisputable and tangible proof. This can either be confirmed through a statement of our shipping agent, a statement made by a shipping courier such as DHL for example, or by waiting at least 3 months from the last tracking update.

Missing items

If items are missing from your parcel, you must provide an uncut unboxing video that begins before you open the package. Like stated in Seizure: partially seized parcels won\'t receive a shipping cost compensation. You must contact us within 3 days from the day of delivery to claim compensation.

Claims of missing items without a valid unboxing video will not be eligible for compensation, as the absence of such evidence does not offer conclusive proof.

Damages

An uncut unboxing video that starts recording before you unpack your parcel must be provided to claim a compensation based on damage. You must contact us within 3 days of the delivery date to claim this form of compensation. If not, CSSBuy reserves the right to refuse your insurance claim. A list of the items that have been damaged must be provided, including clear photos depicting incurred damage and order ID\'s. You must contact us within 3 days from the day of delivery to claim compensation.

Minimal creases, deformations of items that have been shipped without their original packaging, shoe boxes, or any kind of protection chosen before shipping will not be covered by insurance. Items that are meant for protection of other items, such as packaging or shoeboxes, are not covered by insurance. Compensations for water damages cannot be provided if the option to use our waterproof packaging was not selected during the shipping out process. 

Unusable items usually warrant a full refund, whereas items that are damaged but are usable or fixable will be decided by CSSBuy. The final decision on damage compensations is up to CSSBuy.

Delays

If your parcel has been in transit for more than 60 days starting from the submission date, we will refund you 20% of your parcel. This does not apply to the following lines: Train Cargo or Sea lines, China Post SAL, and EUB.

Returns

If your parcel was returned by customs/authorities or a shipping courier, we will provide a one-time shipping voucher for a free reshipment once your parcel is back in our warehouse. This means that if the shipping fee is the same, we will reship your parcel for free. However, if the shipping fee has increased or you would like to ship with another shipping method, you must cover the difference in costs yourself. Please keep in mind that return fees charged by the destination country\'s customs/authorities or a shipping courier are not covered by our insurance and must be paid for by you.  The insurance simply covers the re-shipping from China to the destination country.

Exception: Aramex: Returns are not covered by insurance!

Last Update: 09.10.2024. Reason: Improved formatting.