New parcel locker formats: the issue of liability

Parcels from Nova Poshta can be damaged or lost in transit. The logistics company is responsible for keeping the cargo in perfect condition, so it is obliged to compensate customers for inconveniences caused by delivery problems.

Customers have the right to file a claim in the mobile application or fill out an electronic form at the link, by sending it via private message on Facebook.

Customers can also demand compensation from Nova Poshta for improper service. According to the claim, the company reimburses the cost of the shipment and pays a fine, returns the paid tariff for transportation/storage, and cancels the accrued amount for the service.

Customers have the right to go to court if the postal operator has not responded to the claim within one month or has refused to reimburse the cost of the parcel, although there is no objective reason for the refusal.