Aramex

refund policy – how to claim your money back

You may be eligible for a refund from Aramex Australia if your parcel was lost or damaged while in their care. Lost parcel claims must be submitted within 30 business days of pickup, and damaged parcel claims must be made within 7 business days of delivery, with photo evidence provided within 24 hours.

Aramex’s limited liability caps compensation at $1,500 (covering the cost price of goods plus shipping). There’s no refund for delays, change of mind, or unused labels. Claims are not accepted if:

• You used an Authority to Leave and the parcel was marked delivered.
  
  
• You sent a prohibited item or exceeded their label limit.
  
  
• Your business account is overdue or in poor standing.
  
  

In short, refunds are only approved for loss or damage claims lodged on time and with full supporting evidence.

To start a claim:

1. Track your parcel on Aramex’s website and click the “Online Enquiry” link.
   
   
2. Complete the claim form, including:
   
   
   • Reason for claim (e.g., “parcel damaged” or “not delivered”).
     
     
   • Proof of item cost (e.g., invoice, receipt).
     
     
   • Proof of item details (e.g., product listing, packing slip).
     
     
   • Photos (required for damage claims).
     
     
3. Submit your claim and keep the reference number.
   
   
4. Follow up if you haven’t heard back in a reasonable time. Contact your local depot or Aramex customer service, especially if you’re the recipient and not the sender.
   
   

Aramex will contact the sender or you with updates. If the claim is approved, they’ll arrange the refund. If it’s denied, they’ll explain why.

Aramex doesn’t commit to exact timelines, but here’s what to expect:

• Investigation phase: 2–3 weeks (can take longer).
  
  
• Claim processing: Once accepted, refunds are typically paid within 2–4 weeks.
  
  
• Overall timeline: Most refunds take 4–8 weeks from submission.
  

Delays are common due to slow communications or external claims handling via AIAP. To speed things up, submit all required documents early and check in regularly.

Refunds from Aramex are usually issued by:

• Bank transfer (EFT) – to the sender’s nominated account.
  
  
• Business account credit – for regular business clients (on request).
  
  
• Cheque – rare, used only if EFT isn’t possible.
  
  

Refunds go to the sender, not the recipient, since Aramex’s contract is with the person who booked the shipment. The sender can then refund or resend the item to the recipient.

Aramex does not offer credit card reversals or cash refunds. Partial refunds are possible if only some parcels were affected or not all the claim value is proven.

The most frequent problems include:

• Missed claim deadlines (7 or 30 business days).
  
  
• Insufficient documentation (e.g. no invoice or photos).
  
  
• Excluded circumstances, like ATL delivery or improper packaging.
  
  
• Slow or no communication during the claim.
  
  
• Partial payouts that don’t cover full losses (e.g. only wholesale cost).
  
  
• Account issues or uncooperative senders stalling refunds.
  
  

If you're stuck, escalate politely and persistently. Aramex’s support is often slow, so keep all correspondence.