Insurance and compensation
Independent summary. This page restates public Hipobuy information in plain English and is not the official text. Rules, fees and coverage change — always confirm the current terms on the official Hipobuy site before you act. Hipobuyspreadsheet.com is not affiliated with Hipobuy.
During international transport, a parcel can hit three abnormal statuses: delay, damage, and loss.
- Delays: mainstream couriers publish no compensation standard for delays, so delayed parcels are not currently compensated.
- Damage / loss: Hipobuy compensates according to your parcel’s condition and its insurance standards. Apply through after-sales or online customer service.
How it works: the compensation window starts the moment the parcel leaves the warehouse. After verification, customer service refunds the compensation as Hipobuy coins to your account.
Paid insurance
| Scenario | What’s covered | Notes & limit |
|---|---|---|
| Loss / damage | Loss: fully lost parcels → full refund of the product value and shipping on confirmation; partially lost → the value of the missing items on confirmation. Damage: severe damage that makes items unusable (with valid proof) → full value of the damaged items; if all items are damaged, the full shipping fee is refunded too. | Losses caused by recipient errors (wrong address, failed delivery, etc.) are not eligible. Maximum per claim = your insured amount (product + shipping), capped at 5000 CNY. |
| Customs detention | If the parcel is detained or confiscated by customs after leaving the warehouse, Hipobuy compensates 100% of the goods value plus the shipping fee, once it confirms the facts. | Not covered when detention is caused by the recipient not cooperating with clearance (tax payment, missing information, unresponsiveness, etc.). Cap 5000 CNY. |
Free insurance
| Scenario | What’s covered | Notes & limit |
|---|---|---|
| Loss / damage | Loss: after Hipobuy confirms the loss, 100% of the actual shipping cost plus a repackaging refund of weight/kg × 40 CNY. (Not eligible once the parcel has been picked up by the final-mile courier.) Damage: no compensation. | Losses caused by recipient errors are not eligible. Maximum per claim = your insured amount (product + shipping), capped at 5000 CNY. |
| Customs detention | If the parcel is detained at the destination port for clearance, then from Hipobuy’s confirmation that the facts exist and comply with the rules, 100% of the actual freight paid plus a package-charge refund of weight/kg × 40 CNY. (Exclusions: secondary inspection/detention by the last-mile courier; partial detention during delivery.) | Not covered when detention is caused by the recipient not cooperating with clearance. Cap 5000 CNY. |
When compensation does not apply
- Force majeure: war, natural disasters (earthquake, cyclone, storm, flood, etc.), nuclear radiation/explosion/contamination, and other radioactive contamination.
- You cannot provide the required proof.
- The application deadline has passed (no enquiry or request within 7 days of signing or 45 days of shipping), or the parcel was delivered during the application period.
- The parcel was stolen or went missing for other reasons after delivery.
- Non-insurable items, items that breach delivery prohibitions/restrictions, or items confiscated or handled by the authorities under the law.
- Damage or loss caused by the customer’s own responsibility or deliberate action, or by a fault in the product itself.
- Other situations where compensation cannot be claimed.