Terms and Conditions

2.1. These Terms have been developed by PERSONAL BUYER S.R.L. to govern the organization of international express delivery services and related logistics, facilitating the shipment of consignments from the Seller’s country to Romania.

2.2. By registering a shipment on the Website, the Client confirms that they have read, understood, and agreed to these Terms in force at the time of registration.

2.3. Matters relating to customs documentation, lists of prohibited items, and similar are governed by the applicable laws of the country of the Seller and Romania.

2.4. In case of discrepancies between the Agreement and these Terms, the provisions of these Terms shall prevail.

3.1. To order the international express delivery service, the Client must complete registration on the Website by selecting one of the available options: via Gmail or Google account. Clients who have previously registered may also log in to their personal account using their Facebook profile.

3.2. Each Client must complete account verification, which is carried out in two stages: confirmation of email address and phone number.

Each phone number and email address must be unique and may only be linked to one account. Personal accounts where the Client has specified the same email and phone number are considered unique and will not pass verification.

In the event of a change to the phone number or email address for a unique account, the Client must undergo the verification procedure again.

3.2.1. Email verification is carried out by sending the Client a message to the unique email address provided during registration. The Client confirms their email by clicking the “Confirm Registration” link in the email.

3.2.2. Phone number verification is completed by receiving an incoming call to the phone number provided by the Client. The cost of the call depends on the Client’s mobile operator and tariff plan. Upon answering, a voice assistant dictates a unique code or password, which the Client must enter to confirm their identity and complete verification.

3.2.2.1. As an alternative, verification can be completed by receiving a one-time code via SMS. The cost of SMS depends on the Client’s operator and tariff. The Client must enter the code in the designated field on the Website to verify their identity.

3.2.3. If a Client has multiple accounts registered to the same phone number, they must select only one for verification. Other accounts using the same phone number or email will no longer allow new orders to be created. Order history and other data will remain available for viewing. The Client may contact Customer Support to transfer data from an inactive to a verified account.

3.2.4. The Client is solely responsible for the accuracy and validity of the information provided for verification.

3.2.5. If the Client fails to comply with the requirements set forth in Clauses 3.1–3.2.3, the Company reserves the right to restrict or suspend access to the service or the Client’s account.

3.3. Upon registration:

3.3.1. The Client is assigned a unique registration number in the format NP XX XXX XX XX, where XX XXX XX XX is the Client’s identifier.

3.3.2. The Company grants the Client the right to use the address of a warehouse in the Seller’s country as the delivery address for shipments.

3.4. The Client independently purchases goods from the Seller and arranges delivery to the designated warehouse. The Client is solely responsible for evaluating the quality, specifications, and parameters of the goods and making payment. (If the purchase is subject to sales tax in the U.S., the tax will be included in the total price. The Company does not provide VAT refunds (tax-free) for goods purchased in the U.S. or Europe).

3.5. When placing an order with the Seller, the Client shall enter the warehouse address provided by the Company as the Shipping Address.

3.6. The Client authorizes the Company to arrange shipment from the warehouse in the Seller’s country on their behalf. The Company may delegate this task to its contractors.

3.7. The warehouses listed in Clauses 3.5.1–3.5.19 may refuse shipments in the following cases:

• the recipient field does not contain the complete or required data;
• the shipment requires the warehouse to pay for the item (“cash on delivery”);
• the shipping cost to the warehouse has not been prepaid;
• the shipment contains items prohibited for delivery.

3.8. If the billing address is specified as the warehouse address, such shipments will not be accepted for transportation.

3.9. After making a purchase, the Client must register the shipment via the form in their Personal Account by providing the following:

• Shipment details: country, online store name, product description;
• Quantity and total invoice amount;
• Tracking number from the Seller;
• Phone number in Ukraine;
• Nova Poshta branch, parcel locker, or home delivery address.

3.10. If the total value of the shipment exceeds the duty-free threshold (over €150), the Client must also provide:

• Full name;
• Date of birth;
• Passport details (series, number, issuing authority, and date);
• Taxpayer ID number;
• Registered address;
• Uploaded invoice (e.g., confirmation email, screenshot from the store’s account or order page);
• Uploaded bank statement (confirming payment, showing transaction details);
• Consent to customs clearance and authorization of Personal Buyer S.R.L. as official customs broker.

3.11. Upon registration, the shipment is assigned a unique code displayed in the Client’s Personal Account.

3.12. The Company reserves the right to refuse or suspend service in the following cases:

• If the Client’s name on the account, passport, bank card, or package differ;
• If payment was made via unrecognized methods such as cryptocurrencies not approved by the laws of the Seller’s country or Ukraine;
• If the Client has failed to provide sufficient information.

3.12.1. The Company may request, and the Client shall provide:

• A valid passport or ID (foreign Clients);
• Invoice from the Seller;
• Image of the bank card used (with only the first and last four digits visible; all others must be obscured), and a bank statement.

3.13. After the package arrives at the warehouse and is processed (provided information from 3.7–3.12 has been submitted), the Client will be notified via status update in their Personal Account. The Company does not repackage shipments; the goods are delivered in the Seller’s original packaging.

3.14. If the Client fails to fulfill the obligations under Clauses 3.7–3.12 within 30 calendar days of the shipment’s arrival, the Company is not liable for its safekeeping and may dispose of it at its discretion to cover service-related expenses. The Client agrees not to raise any claims in such cases.

3.15. If a Client instructs to hold the shipment for over 14 calendar days, the Company reserves the right to initiate delivery on the 15th day without further notice. The Client agrees not to raise any objections.

3.16. The maximum period for storing a shipment under customs control is 30 calendar days. If the Client does not submit the required documents or actions within 25 days, the shipment will be returned abroad.

3.17. Shipments not registered by the Client within 31 calendar days of arrival at the warehouse will be deemed unclaimed and may be disposed of.

3.18. Upon delivery to the international warehouse, the shipment must be pre-registered. This allows for expedited processing.

3.19. Shipment processing time at the warehouse is up to 3 business days after receipt, provided correct tracking data has been registered in the Personal Account.

3.32. For European warehouses (Italy, Romania), orders should only come from European online stores. Orders from the U.S. or UK will be returned to sender.

4.1. Shipments shall be accepted for transportation, except for shipments from the People’s Republic of China, provided that their dimensions do not exceed: Length 122 cm * Width 102 cm * Height 150 cm.

4.1.1. Shipments from the People’s Republic of China shall be accepted for transportation only if their dimensions do not exceed: Length 120 cm * Width 80 cm * Height 155 cm.

4.2. The weight of the shipment, including its packaging, except for shipments from the People’s Republic of China, shall not exceed 200 (two hundred) kilograms.

4.2.1. The weight of the shipment from the People’s Republic of China, including its packaging, shall not exceed 50 (fifty) kilograms.

4.3. Shipments exceeding the parameters specified in clauses 4.1–4.2.1 of these Terms shall not be accepted for transportation by the Service Provider.

4.4. Additional restrictions apply to shipments accepted for transportation from the People’s Republic of China, namely:

4.4.1. Shipments with dimensions not exceeding: Length 60 cm * Width 50 cm * Height 40 cm, that contain wooden packaging elements (crates, frames, pallets) and do not have a fumigation certificate — shall be accepted for transportation.

4.4.2. Shipments exceeding the dimensions of: Length 60 cm * Width 50 cm * Height 40 cm, that contain wooden packaging elements and comply with clauses 4.1.1 and 4.2.1 of the Terms but do not have a fumigation certificate — shall not be accepted for transportation.

4.4.3. Shipments that meet the dimensional and weight requirements under clauses 4.1.1 and 4.2.1, that contain wooden packaging elements and are accompanied by a fumigation certificate — shall be accepted for transportation.

4.4.4. When transporting goods belonging to globally recognized brands, customs authorities of the People’s Republic of China may require the submission of a brand authorization certificate — a document confirming the manufacturer’s or seller’s right to sell, distribute, and use the trademark in the territory of the People’s Republic of China. In such a case, the Service Provider shall notify the Client of the need to submit this certificate. The Client shall provide the certificate within 20 (twenty) calendar days from the moment of receiving the request from the Service Provider.

4.4.4.1. If the Client or Seller fails to provide the brand authorization certificate, the shipment may be detained or confiscated by the customs authorities of the People’s Republic of China without the possibility of return.

4.4.4.2. The Service Provider shall not be held liable for any delays or confiscation of the shipment by the customs authorities of the People’s Republic of China in case of missing required authorization documents.

4.5. The Service Provider shall not accept for transportation any shipment with goods exceeding the following value thresholds:

• USD 10,000 (ten thousand) for purchases from online stores in the USA;
• EUR 10,000 (ten thousand) for purchases from online stores in European countries;
• CNY 5,000 (five thousand) for purchases from online stores in China;
• CAD 2,000 (two thousand) for purchases from online stores in Canada.

4.6. If the Service Provider detects at the Seller’s warehouse or any of its other warehouses that the shipment or the goods therein do not comply with the restrictions specified in clauses 4.1–4.5 of these Terms, the Service Provider reserves the right to refuse or suspend the transportation service for such shipment.

4.7. The Service Provider shall inform the Client via email or phone about the inability to proceed with delivery of the shipment. The Client has the right to personally or through an authorized person collect the shipment from the Service Provider’s warehouse within 10 (ten) business days.

4.8. If the shipment, which is not eligible for transportation according to clauses 4.1–4.5, is not collected by the Client from the Service Provider’s warehouse within 10 (ten) business days after notification, the Service Provider shall have the right to dispose of such shipment.

4.9. The Client is responsible for ensuring that the purchased Goods comply with the laws of Ukraine and/or the Seller’s country, including the Customs Code of Ukraine, and shall reimburse the Service Provider for any losses incurred due to violations of the Agreement, the Terms, and/or applicable legislation.

4.10. The Service Provider reserves the right to repackage the shipment in order to reduce its weight and/or preserve its integrity, as well as to open the shipment at any stage of transportation for the purpose of verifying its contents for compliance with the requirements of the Agreement and these Terms.

5.1. Only shipments that do not contain items prohibited from being sent via international postal or express delivery, or by air transportation, and items whose export from the Seller’s country and/or import into Ukraine is not restricted or prohibited by applicable laws, may be accepted for transportation.

5.2. Shipments must not contain any goods or items prohibited by the laws and regulations of Ukraine and the Seller’s country, or international treaties and conventions, including but not limited to:

• Identity documents, employment records, permits, licenses, and similar documents;
• Cash (banknotes, coins), bank cards (debit or credit), securities, checks, checkbooks, bonds, lottery tickets, etc.;
• Pet food;
• Precious metals, gemstones and semi-precious stones, jewelry;
• Antiques (including antique books), items over 100 years old, and original works of art (not reproductions). The burden of proof that an item is not of cultural value lies solely with the Client and at their expense;
• Firearms of all types, ammunition, pneumatic and cold weapons, and other items specifically designed for attack or defense; radiation-based weapons of any kind; electroshock devices. The burden of proof that the item is not classified as a weapon lies solely with the Client and at their expense;
• Explosive substances, devices, and components;
• Flammable gases, non-flammable non-toxic gases (including cryogenic liquids), toxic gases;
• Compressed and liquefied gases for domestic and industrial use;
• Flammable liquids;
• Flammable solids and substances prone to spontaneous combustion;
• Toxic and highly hazardous substances in any physical state, regardless of packaging;
• Corrosive and caustic substances;
• Radioactive materials;
• Infectious substances containing pathogens dangerous to humans or animals;
• Military and dual-use goods;
• Seals, vehicle license plates;
• Live animals and plants (including live trees, bulbs, grains, edible fruits and nuts, seeds, medicinal herbs);
• Fur, animal skins, taxidermy, feathers, ivory and related products;
• Pornographic materials, counterfeit or falsified products;
• Human remains, organs, tissues, or ashes;
• Narcotic drugs, psychotropic substances, analogs, and precursors;
• Medicinal products and dietary supplements (BAAs). The Client is solely responsible for obtaining any permits from the Ministry of Health of Ukraine required for customs clearance;
• Used personal items (clothing, footwear) in unsanitary condition;
• Used automotive, aviation or similar spare parts;
• Covert surveillance equipment;
• Poaching equipment;
• Alcoholic beverages, tobacco products, excise goods;
• Food products, except those that meet all of the following requirements:
  
  • The actual weight of the products addressed to individuals does not exceed 10 kg;
  • Products are in the manufacturer’s original unopened packaging;
  • Products do not require special temperature storage conditions (i.e., outside room temperature);
• Unlabeled containers with liquid (except for sealed non-alcoholic beverages in the manufacturer’s packaging);
• Scrap metal;
• Printed materials produced in Russia, Belarus, or temporarily occupied territories of Ukraine, as well as books authored by Russian citizens after 1991 (with exceptions for those who became Ukrainian citizens and do not hold aggressor-state citizenship);
• Counterfeit goods;
• Goods infringing intellectual property rights;
• Goods deemed to infringe copyright or trademark laws;
• Any other items prohibited for export from the Seller’s country and/or import into Ukraine.

5.3. In addition to the prohibited items listed above, specific country-based restrictions apply:

5.3.1. Shipments from the U.S. Warehouse:

• Perfume and cosmetics in aerosol containers.

5.3.2. Shipments from China:

• Lithium-ion or metallic batteries, rechargeable batteries (non-dry), Segways, electric vehicles, e-scooters, hoverboards, power banks, generators, chargers, EcoFlow*;
  *Items containing lithium-ion batteries can be shipped only with an MSDS (Material Safety Data Sheet) certificate.
• Drones (quadcopters);
• All food products;
• Medicines and dietary supplements;
• Perfume and any type of aerosols;
• Adult products (e.g., toys, devices, accessories);
• Any liquids, including cosmetics (e.g., decorative cosmetics, shampoos, creams);
• Nail polish, nitro lacquer;
• Poisons of any type;
• Any fertilizers;
• Standalone lithium batteries (not built into devices);
• Printer cartridges and toners;
• Explosive items (fireworks, petards, detonators, etc.);
• Cleaning and detergent products;
• Fragile items (glass, ceramics, etc.);
• Election-related materials (ballots, voting machines, boxes);
• Gambling items (lottery, casino chips);
• Hemp and CBD products (even if legal in the U.S.);
• Any items requiring refrigeration or controlled temperature storage.

5.3.3. Shipments from Canada:

• Same battery and electronics restrictions as from China;
• Perfume and cosmetics in aerosol containers.

5.3.4. Shipments from Japan:

• Food containing beef, port wine, chicken (e.g., ramen, soup);
• Ingredients violating the Washington Convention (e.g., aloe extract, vanilla);
• Items requiring animal or plant quarantine;
• Batteries, magnets, aerosols;
• Medicines;
• Contact lenses;
• Products made with aloe, coral, or other plants;
• Hazardous materials;
• Collectible coins or currencies;
• Counterfeit stamps;
• Weapons (e.g., swords, guns, knives);
• Drugs (stimulants, marijuana, opiates, poppy straw, psychotropics);
• Animal quarantine items (e.g., bacteria, meats, blood, hides, fur);
• Plant quarantine items (e.g., seeds, grains, dried fruit, moss, tea, soil);
• IPR-infringing goods;
• Personal-use items;
• Products manufactured in North Korea;
• Films (35mm or 70mm).

5.4. Shipments containing dangerous items that may endanger life or health or damage other shipments or equipment are strictly prohibited.

5.5. The Provider reserves the right to refuse or suspend the transportation of any prohibited or hazardous item without liability or further claims by the Client. The Client agrees to compensate the Provider for any losses or damages incurred.

5.6. The Provider reserves the right to reject any shipment at its sole discretion.

5.7. The Client is obligated to reimburse the Provider for any reasonable expenses (including storage costs), damages, customs duties, or taxes resulting from the non-compliance of the shipment with these Terms or due to the Provider’s refusal or suspension of delivery.

5.8. If the Client purchases goods that are subject to restrictions in these Terms, the Provider shall not compensate for any losses and the Client shall not be entitled to any reimbursement in case of suspension or refusal of shipment.

6.1. International express delivery is carried out throughout the territory of Ukraine, excluding the temporarily occupied territories of Ukraine, namely: the Autonomous Republic of Crimea and the city of Sevastopol (in accordance with the Law of Ukraine “On Ensuring the Rights and Freedoms of Citizens and the Legal Regime on the Temporarily Occupied Territory of Ukraine” dated April 15, 2014, No. 1207-VII); certain districts, cities, towns, and villages in Donetsk and Luhansk regions recognized as temporarily occupied territories (in accordance with the Resolution of the Verkhovna Rada of Ukraine “On Recognition of Certain Districts, Cities, Towns, and Villages of Donetsk and Luhansk Regions as Temporarily Occupied Territories” dated March 17, 2015, No. 254-VIII), and the list of settlements where public authorities temporarily do not exercise their powers, as well as settlements located on the contact line (approved by Resolution of the Cabinet of Ministers of Ukraine No. 1085-r dated November 7, 2014).

6.2. Delivery of the Shipment within Ukraine is performed by one of the following methods:

• via Nova Poshta LLC branch;
• via parcel locker (postomat);
• via door-to-door delivery by Nova Poshta LLC.

6.3. Unless otherwise agreed, the Shipment will be delivered to the address specified in the Client’s Personal Account as the default delivery address.

6.4. The delivery time of a Shipment from the Seller’s country warehouse to Ukraine is from 2 (two) business days from the date the Shipment is prepared for dispatch from the Seller’s warehouse, provided that the Client has duly and timely submitted all necessary and accurate information about themselves and the Shipment. The Contractor shall make every effort to ensure timely delivery. Delivery delays may occur due to unforeseen and/or uncontrollable circumstances, such as customs clearance delays in the Seller’s country or Ukraine, flight cancellations, or technical failures in the Seller’s/Contractor’s systems.

6.5. The Contractor shall not be held liable for delivery delays in the following cases:

• the Shipment is delayed or seized by customs authorities in the origin or destination country;
• the Client has been informed via the Shipment status update in the Personal Account that the Shipment has arrived at the Contractor’s warehouse but has not specified the delivery address;
• the Client has been informed via SMS that the Shipment has arrived at a Nova Poshta LLC branch but has not collected it;
• the Client failed to provide or provided the required documents late, as per clauses 3.9 and 7.8 of these Terms.

The Client may claim (collect) the Shipment within 24 (twenty-four) calendar days from the date of arrival at a Nova Poshta LLC branch. The Client acknowledges that failure to take any action with respect to the Shipment within the specified period constitutes a waiver of ownership in favor of the Contractor pursuant to Article 347 of the Civil Code of Ukraine.

The Contractor thereby acquires ownership of such a Shipment under Article 336 of the Civil Code of Ukraine and may dispose of the unclaimed Shipment at its discretion, including for the purpose of covering expenses incurred in providing the Services.*

*The Contractor acquires ownership based on the declared value of the Shipment as stated in the invoice.

6.6. The Shipment shall be released to the Client only after full payment for the Services and reimbursement of any customs duties, taxes, and customs brokerage fees, if applicable.

6.7. The Contractor’s obligations are deemed fulfilled at the moment of actual transfer of the Shipment to the Client.

6.8. Upon receiving the Shipment, the Client must inspect the integrity of the Shipment prior to signing the delivery note. The Client’s signature on the delivery note without comments indicates that the Shipment was received in good condition and that the Client has no claims regarding the Shipment.

6.9. If the packaging is damaged or its condition suggests that the contents may be compromised, the Client must open the Shipment in the presence of the Contractor’s representative and draw up a Delivery Acceptance Report listing all items, their condition, and any damages. The report must be completed in two copies (one for each party) and signed by both parties. Failure to draw up such a report at the time of delivery deprives the Client of the right to make claims against the Contractor.

6.10. If the Contractor mistakenly delivers a Shipment to the Client that belongs to another person, the Client must promptly return it to the Contractor. Failure to do so entitles the Contractor to contact law enforcement authorities and report an act potentially constituting a criminal offense under Article 193 of the Criminal Code of Ukraine – “Unlawful appropriation of found or mistakenly delivered property.”

7.1. The duty-free import limit is set by the legislation of Ukraine and currently amounts to EUR 150 (converted to USD at the date the shipment arrives at the Service Provider’s warehouse).

7.2. The Client authorizes the Service Provider to perform customs clearance of the goods purchased by the Client on their behalf and consents to the transfer of their personal data and documents to customs and other governmental authorities, as well as to third parties engaged by the Service Provider for the purpose of providing services under this Agreement.

7.3. Goods intended for personal use and not of a commercial nature may be delivered duty-free, provided that their total value at the time of crossing the customs border of Ukraine does not exceed EUR 150 (per shipment from one Seller to one Client).

7.4. If the value of goods in the shipment exceeds the duty-free limit at the date of crossing the customs border, the Service Provider shall pay on behalf of the Client all applicable duties, taxes, and customs brokerage fees on the excess value. The Client agrees to reimburse these charges in accordance with clause 5.7 of the Agreement.

7.5. For taxation purposes, customs authorities may combine the value of:

• goods shipped by one Seller to one Client under one transport document (i.e., one shipment); or
• goods arriving at customs within a 24-hour period, regardless of the number of Sellers.

If the combined value exceeds the duty-free threshold, duties shall be applied to the excess. Customs authorities may verify product value based on receipts, tags, or prices listed in the online store where the purchase was made.

7.6. To verify the declared value, the Client may submit additional documents to the Service Provider, such as bank statements or payment confirmation emails from the online store.

7.6.1. If customs authorities find that the Client has deliberately or mistakenly misrepresented the value of goods, the Service Provider may refuse customs clearance for the shipment or, at the Client’s request, proceed using the originally declared value.

7.7. Upon request by customs authorities, the Service Provider may request and the Client must provide additional documentation and information necessary for customs clearance. Customs officers may also directly contact the Client using the phone number provided at registration.

If the Client’s full name on the shipment differs from the name in the Client’s personal account, the Service Provider may require scanned copies of:

• passport (domestic or international);
• invoice copy;
• image of the bank card used for the purchase showing the first and last four digits (with middle digits obscured);
• bank statement confirming the payment.

7.8. If prohibited items are discovered in the shipment, or if the Client fails to provide the necessary customs documentation in full, the Service Provider shall notify the Client by email or phone of the impossibility of completing delivery.

7.9. The Client agrees that the following shall constitute a waiver of ownership rights to the shipment in favor of the Service Provider under Article 347 of the Civil Code of Ukraine, and that the Client shall have no claims against the Service Provider if the shipment is returned to the sender or disposed of due to:

• refusal to use the customs clearance service;
• failure to take required actions (e.g., incomplete documentation);
• lack of contact within the clearance period;
• discovery of prohibited items in the shipment.

The Service Provider bears no responsibility for such shipments and may dispose of them at its discretion, including to cover related service costs.

7.10. In case of customs clearance refusal, the Client must instruct the Service Provider on how to dispose of the shipment, including authorizing its destruction at the Client’s expense.

7.11. If the Client fails to provide such instructions within 10 (ten) business days of notification, the Service Provider reserves the right to unilaterally dispose of the shipment.

7.12. For deliveries from Italy or Romania where the value exceeds EUR 1,000, the Client must provide documents required for export declaration to the transit customs authority in Poland:

• Power of Attorney (Upoważnienie/Pełnomocnictwo) – mandatory;
• Letter of Authorization – mandatory;
• Declaration – optional, to be submitted only when the goods may be subject to special controls (strategic, dual-use, cultural, chemical, endangered species, etc.).

These documents must be submitted during shipment registration or no later than when the status changes to “Received at warehouse.” Failure to comply will result in shipment delays at Polish customs.

7.13. Excise goods allowed for import under Ukrainian law are subject to duties regardless of value. Electric scooters, bicycles, hoverboards, segways, etc., classified under HS Code 8711 90 90 00, require a customs declaration costing 1,800 UAH.

8.1. The Client may track shipments at any time via their personal account on the Website.

8.2. An automatic cargo insurance service is included with all international express deliveries and is mandatory for all shipment types.

8.3. The Seller catalog at https://mall.ua/ is provided for informational purposes only. The Service Provider does not limit the Client’s choice of Sellers and is not liable for changes in Seller terms or delivery conditions.

8.4. Additional services are subject to availability, warehouse-specific pricing, and service terms:

8.4.1. Additional services in Europe (rates vary by country):

• Consolidation (up to 3 orders per parcel)
• Consolidation (4+ orders per parcel)
• Deconsolidation
• Packaging (small/medium/large)
• Protective film wrapping
• Detailed inspection with photo report
• Enhanced packaging
• “Fragile” label
• Return to store
• Storage beyond 14 days
• Additional insurance – 2.5% of parcel value
• Pickup from Spanish postal office

8.4.2. Additional services in Europe + USA:

• Photo report (up to 9 items) or commercial photo report (10+ items)
• Weight and sender verification
• Functionality check
• Parcel/split tracking for each part
• Removal of original shoe boxes
• Dimensional weight reduction
• Removal of fragrance samples
• Removal of postal packaging
• Removal of promotional materials

9.1. In the event of reviewing claims, including for the purpose of determining grounds, procedure, and amount of compensation for damages to the Client:

9.1.1. For international air transport, the following apply:

• The Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed in Warsaw on October 12, 1929 (Warsaw Convention), with subsequent amendments;
• The Convention for the Unification of Certain Rules for International Carriage by Air, signed in Montreal on May 28, 1999 (Montreal Convention), with subsequent amendments.
  Where both Conventions apply, the provisions of the Montreal Convention shall prevail.

9.1.2. For international road transport, the Convention on the Contract for the International Carriage of Goods by Road, signed in Geneva on May 19, 1956 (CMR Convention), shall apply.

9.1.3. For multimodal transport involving both air and road segments, the provisions of the relevant Conventions shall apply in accordance with the mode of transport used for each segment, taking into account the specific conditions of each Convention.

9.1.4. If none of the above Conventions apply, the relationship shall be governed by the applicable national legislation.

9.2. All claims must be submitted in writing to PERSONAL BUYER S.R.L. within the following timeframes:

• 9.2.1. For international air transport: in case of loss or damage, within 14 (fourteen) calendar days from the date of delivery.
• 9.2.2. For international road transport: if the loss or damage is visible — upon delivery; if not visible — within 7 (seven) days from the date of receipt, excluding Sundays and public holidays.
• 9.2.3. Claims related to delivery delays (both air and road) — within 21 (twenty-one) calendar days from the date the shipment was placed at the Client’s disposal.

9.3. Claims must be submitted in writing and include:

• Date of claim;
• Waybill number(s);
• Detailed description and reasons for the claim (damage, shortage, substitution, etc.);
• Claimed amount.

The Client must attach:

• A certified copy of a valid identity document*;
• Copy of the tax ID (if applicable);
• Delivery acceptance report (if available**).

Documents and claims must be submitted via email to support@mall.ua

• Certification: handwritten “Copy” in the top right, and “True to the original” with name/signature/date in the bottom right.
  ** In case of damage or shortage inside the package, an acceptance report must be drawn up at the time of delivery.

9.4. LIABILITY OF PERSONAL BUYER S.R.L.:

9.4.1. Limits of Liability:

• 9.4.1.1. PERSONAL BUYER S.R.L. is liable for full or partial loss or damage to the shipment occurring from the time it is received at the warehouse in the Seller’s country until it is delivered to the Client. Courier delivery status in the Seller’s country does not constitute confirmation of warehouse receipt.
• 9.4.1.2. In case of full loss or damage due to the Provider’s fault, compensation shall equal the declared value registered on the website, but not exceeding the invoice value. If full compensation is paid, the shipment must be returned to PERSONAL BUYER S.R.L.
• 9.4.1.3. In case of insured loss (from foreign warehouse to delivery in Ukraine), compensation is made within 48 hours (excluding weekends/holidays) in the amount of 100% of the declared value.
• 9.4.1.4. Claims for damaged shipments are accepted only on the day of delivery. The Client must inspect the shipment and draw up a damage report if necessary. Compensation decisions are made within 3–5 business days, and payments are processed within 48 hours of approval.
• 9.4.1.5. For partial loss or damage, compensation is proportional to the declared value.
• 9.4.1.6. Maximum compensation per shipment is €10,000. Compensation for delivery delays is limited to the shipping fee.
• 9.4.1.7. Compensation values are calculated in UAH at the NBU rate on the date of the waybill registration.
• 9.4.1.8. Notwithstanding the above, if any Convention from 9.1 applies, its provisions shall prevail.

9.4.2. Exclusions from Liability:

Unless otherwise required by applicable conventions or national law, PERSONAL BUYER S.R.L. is not liable for, including but not limited to:

• Shipments in inadequate packaging;
• Undetected internal damage in intact packaging;
• Temperature-sensitive damage;
• Loss of profit, indirect damages, alternative costs, moral damage, or commercial opportunities due to delays/loss/damage;
• Client’s failure to follow instructions or provide accurate information;
• Customs penalties or surcharges;
• Client’s submission of prohibited goods;
• Delivery delays due to incorrect/incomplete shipping data;
• Any issues arising from actions of customs or other authorities.

9.4.3. Liability ends upon delivery of the shipment to the Client.

9.5. CLIENT’S LIABILITY:

9.5.1. The Client is liable for damages due to improper packaging by the Seller.

9.5.2. The Client is fully liable for harm caused to third parties by hazardous contents.

9.5.3. If PERSONAL BUYER S.R.L. is fined due to the Client’s actions (e.g., providing false/missing data), the Client shall compensate such fines in full.

9.6. If a shipment is delivered with intact packaging but missing or damaged contents, the Seller and/or the Client shall bear responsibility.

10.1. The Parties shall not be liable for failure to perform due to force majeure.

10.2. Force majeure includes but is not limited to natural disasters, epidemics, military actions, blockades, governmental restrictions, or any other circumstances beyond the Parties’ control.

10.3. Extreme temperatures affecting the condition of the shipment are considered force majeure.

10.4. Force majeure may be confirmed by the Chamber of Commerce or competent authorities.

10.5. The duration of force majeure shall extend the term for performance accordingly.

PERSONAL BUYER S.R.L
J23/2735/2023
CUI RO47468211

street. CALEA BUCURESTILOR nr. 224K county, ILFOV, 075100, Otopeni city, Romania
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Email: support@mall.ua
Phone: +380 44 339 55 01

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