If the new 'Nova Poshta' parcel lockers are installed and something goes wrong (for example, a parcel is damaged or lost), who will be held liable according to Ukrainian legislation?
Answer provided 21.11.2025 10:29
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.
The answer is informational and does not replace a full legal consultation. For a detailed analysis of your situation, contact a lawyer directly.