Terms & Conditions

Terms and Conditions for Services and Claims

When using KT Express Logistics Sdn Bhd (hereinafter refer to as "KT Express") services i.e. shipment, you (hereinafter refer to as "Sender"), are agreeing, on your behalf and on behalf of the receiver of the shipment (hereinafter refer to as "Receiver") and anyone else with an interest in the shipment that these Terms and Conditions shall apply.

Such agreement from Sender’s on behalf of Receiver includes agreement express, implied or ostensibly obtained verbally or otherwise and made on behalf of Receiver.

We reserve the right to, including but not limited to amend, change, modify the contents of Terms and Conditions at our discretion from time to time. Amendments or any changes will be effective immediately upon the Terms and Conditions has been uploaded on this Web Site. Your continued use of the web site and/or KT Express services will represent an agreement by you to be bound by the terms and conditions as amended.

This terms and conditions shall be applicable for both domestic and international shipment, unless specifically stated otherwise. For the avoidance of doubt, international parcel denotes that the parcel is shipped from one country and delivered to an address in another country.

1. Packaging Guideline

1.1) The Sender shall be responsible for the proper packaging of goods, labelling and intact packaging, in line with the safety requirements and in accordance with the courier standards to go through the transportation process to ensure the safety of goods.

1.2) Sender is solely responsible to ensure that proper packaging is used and that contents are adequately and securely packed, wrapped and cushioned for transportation.

1.3) The Sender shall, at Sender’s best endeavors, to follow these Basic Packaging Guidelines & Principles as follows:-

The Sender has the responsibility to understand and comprehend the importance to ensure parcel is able to withstand all transit activities including but not limited to movements, impacts, pressure, easy handling etc. The following serves as a minimal guide should the packaging be done at Sender’s end:-

• Ensure appropriate material, quality, sizes of packaging used suitable for shipment carried, considering its nature, weight, sizes, shapes etc. Eg. Fragile items should be packed in boxes with solid in-fillers, documents should be packed in hard-cover paper enveloped etc.
• A good packaging should be able to withstand 2 meters of free fall, and 30KG of pressure.
• Ensure internal fillers are sufficient, proper layering, no space left, well organized, no shifting or movement of content in the packaging or impacts among contents in the packaging (if multiple contents, items should be wrapped individually in the parcel).
• Ensure sharp or pointy items are properly wrapped, no exposure of sharp or pointy edges to avoid hurting our staffs or damaging other parcels. Sender is fully responsible of any medical or damage if such parcel causes injuries or damages.
• Ensure high value items are tightly packed, sealed, unconcealable of internal content to outsiders and durable for transit.
• Ensure all fragile items are well packed and sealed.
• Ensure parcels packed are clean, dry, odourless, oil-free, and contamination free. All parcels should be properly packed, no leakage, content exposure, tear, no re-use of used packaging materials etc.
• Packaging of air-freight shipments should comply to IATA (International Air Transport Association) and ICAO (International Civil Aviation Organization) guidelines.

1.4) The use of KT Express-provided packaging (including but not limited to materials, supplies and assistance) is not a guarantee that an item is sufficiently packaged for transportation or exemption of Sender’s responsibility. KT Express will not be liable (for any breach of Condition 1 above) for direct or indirect losses on any damages or losses that are caused by packaging problems.

1.5) The Sender shall be responsible for all posted items, including but not limited to liquids, creams, lotions, or cosmetic that may be risk at rupture, as well as perishable food and/or other forms of food.

2. Declaration of Sender on the delivery / Content Statement.

2.1) Declaration of Sender are based on an utmost good faith basis.

2.2) Senders must reveal to KT Express all important information including but not limited to the actual value and description of package(s) and/or content(s).

2.3) Sender shall be responsible for the accuracy and completeness of the particulars and for ensuring that all shipments set out adequate contact details for the Sender and Receiver of the shipment and that they are so packed, marked and/or labelled, their contents so described and classified and are accompanied by such documentation as may (in each case) be necessary to make them suitable for transportation.

2.4) KT Express shall not be responsible for any claim or freight charges or any other costs for, including but not limited to, any false, misrepresentation, inconsistent, misleading, illegal, incomplete and/or complex statement.

2.5) Senders shall indemnify and hold KT Express harmless from any loss or damages arising out of Sender’s breach of Condition 2 above and free from any legal liability arising from Senders failures to comply with any applicable laws or regulations.

3. Important Documents Deliveries

3.1) Posting of original and/or official documents, including but not limited to the following important documents:

(a) MyKad; (b) Passport; (c) Birth certificate/marriage certificate; (d) Cheque book; (e) Quit rent & assessment; (f) Academic certificate; (g) Agreements and legal documents or other important documents will be delivered at risks borne solely by the senders.

3.2) The Sender shall not purchase insurance coverage for the delivery of important and/or original documents. In the event of accidental purchase of insurance coverage, be it due to Sender and/or KT Express mistake or misunderstanding, such coverage will be void ab initio and the insurance fee collected shall be refunded (without interest accrued)

3.3) KT Express shall not be liable in any manner whatsoever for the lost and/or damage of any original and/or official documents.

4. Fluctuating Priced and/or Non-Fixed priced Shipments

4.1) KT Express shall not be liable in any manner whatsoever for lost and/or damage for all Shipments containing item(s) that have fluctuating price tag and/or items with, including but not limited to, value of sentimental, artistic, antique or anything thing similar in nature such as heirlooms, paintings, drawing, antiques and jewellery.

4.2) For avoidance of doubt, items that are unable have a determined / conclusive price based on KT Express’s sole discretion are excluded and forms part of Condition 4.1 above.

4.3) The Sender shall not purchase insurance coverage for the delivery of items above. In the event of accidental purchase of insurance coverage, be it due to Sender and/or KT Express mistake or misunderstanding, such coverage will be void ab initio and the insurance fee collected shall be refunded (without interest accrued).

5. Dangerous and Prohibited Items

5.1) KT Express disclaims the postage of any dangerous or restricted items or any items prohibited by KT Express or the relevant authorities. Please refer to www.ktexpress.com.my for the list of dangerous and prohibited items (including but not limited to bodies or parts of bodies, bodies of animals or animals, drugs, weapons, ammunition, combustible items, high-value artworks, money, metals, high value jewelleries, religious related merchandise) before shipping.

5.2) KT Express also shall not accept any shipment if it is classified as hazardous material, dangerous goods, prohibited or restricted articles by IATA (International Air Transport Association), ICAO (International Civil Aviation Organization) or any shipment that is prohibited by any other local or foreign regulation or laws.

5.3) KT Express reserves the right to refuse deliveries if it finds or discovers any dangerous or prohibited items in the contents of the package(s) and/or part of it.

5.4) Once KT Express has discovered any odour items, perishable items, prohibited items and/or dangerous goods in the shipment(s), which makes it impossible to fulfil the conditions of transit, KT Express will evaluate the items’ condition and shall retain the right to dispose it accordingly without further reference to the Sender and the Receiver.

5.5) KT Express is not liable in any way whatsoever for any direct and/or consequential claims in damages, lost and/or delay of shipment if the item is deferred, detained, withheld, returned to sender, or was not processed because it contains or consists of dangerous goods or prohibited postings, regardless of whether the item was intentionally or unintentionally sent by the sender or received by KT Express.

5.6) KT Express reserves the right to amend or change the classes of goods or items which are categorised as Dangerous Goods or Prohibited Items at any time without prior notice.

5.7) The Sender shall not purchase insurance coverage for the delivery of items above. In the event of accidental purchase of insurance coverage, be it due to Sender and/or KT Express mistake or misunderstanding, such coverage will be void ab initio and the insurance fee collected shall be deemed invalid (without interest accrued).

6. Restricted or Controlled Delivery Items

6.1) Sender is responsible to ensure all the necessary or required approvals, licenses, permissions and clearances have been obtained from all relevant authorities and the posting of restricted or controlled items have been declared and accompanied with all original supporting documents evidencing the said approval, permission and clearance (Example: Declaration Form for dangerous goods and prohibited items).

6.2) The Sender is responsible to ensure that the posting is accompanied with complete supporting documents. Duty rest solely on the Sender where Sender shall provide required documentation for customs clearance. By providing required documentation, the Sender certifies that all statements and information relating to exportation and importation are true and correct. KT Express is not responsible for any direct or indirect costs occurred due to Sender’s negligence if due to incomplete documents.

6.3) Sender understands that KT Express is subjected to security screening and clearing procedures by the local airport police and relevant authorities in accordance with local law, and that civil and criminal penalties, including forfeiture and sale, may be imposed for making false or fraudulent statements or consigning explosives or explosive devices without lawful authority. If any penalty, fine or compound is imposed, Sender shall be fully responsible for all the costs incurred. Sender shall indemnify and hold KT Express harmless from and against all liabilities, cost, charges or legal actions as a result of the Sender’s non-compliance with this Clause.

6.4) KT Express does not provide a protective service for the transportation of perishable commodities or commodities requiring protection from heat or cold. Such commodities susceptible to change of temperature will be accepted for transportation solely at the Sender risk for any damage arising from the transportation.

6.5) KT Express shall not be liable for any direct or indirect costs and/or damages or lost on the aforesaid items if the appearance/ surface of the package or label is not damaged.

6.6) KT Express is not responsible for any costs of posting, direct or indirect spoilage, metamorphism, go bad, perished, damages, partial lost, regardless of whether the item was sent by the Sender, accepted or received by KT Express, intentionally or unintentionally. KT Express shall only be liable for total lost of the parcel if such lost was caused by the Company upon proven. The compensation amount shall be based on the terms as stipulated in Clause 17- Limited Liability.

6.7) The Sender shall not purchase insurance coverage for the delivery of items or items similar in nature above. In the event of accidental purchase of insurance coverage, be it due to Sender and/or KT Express mistake or misunderstanding, such coverage will be void ab initio and the insurance fee collected shall be refunded (without interest accrued).

7. Sender's Responsibility / Counterfeit or Stolen or illegal Goods

7.1) The sender is also responsible for posting of any fraudulent, imitation, counterfeit, stolen, pilferage or illegal goods including but not limited to phones, watches, branded items, jewelleries or other items sent.

7.2) KT Express is not responsible or being part of this fraudulent/scam/illegal/criminal activities any costs of posting, direct or indirect damages or lost on the aforesaid items, regardless of whether the item was sent by the sender or received by KT Express, intentionally or unintentionally.

7.3) If upon proven, the goods which is delivered consists of the nature as what has been stipulated in Clause 7.1, KT Express shall cooperate with the government or other related agency to provide necessary information and co-operation in investigations and not be liable for any direct or indirect costs and/or damages or lost on the aforesaid items. Sender will be blacklisted or blocked from any claims/opening of merchant account/transactions with company etc.

7.4) The Sender shall not purchase insurance coverage for the delivery of such items or items similar in nature above. In the event of accidental purchase of insurance coverage, be it due to Sender and/or KT Express mistake or misunderstanding, such coverage will be void ab initio and the insurance fee collected shall be deemed invalid (without interest accrued).

8. Customs Clearance

8.1) KT Express may perform any of the following activities on Sender’s or Receiver’s behalf in order to provide its services:-

a. Complete any documents, amend product or service codes, and pay any default duties, taxes or penalties required under applicable laws and regulations ("Customs Duties")

b. Act as Sender’s forwarding agent for customs and export control purposes and as Receiver solely for the purpose of designating a customs broker to perform customs clearance and entry.

8.2) KT Express shall not be responsible for the delay in the performance of its obligations as transit time might be affected due to customs clearance procedure.

8.3) Customs penalties, storage charges, or other expenses incurred as a result of an action by customs or failure by the Sender or Receiver to provide proper documentation or to obtain a required license or permit will be charged to the sender or receiver along with any applicable duty or tax.

8.4) KT Express has the right to collect whatever costs incurred or paid from sender or receiver. The sender shall be liable in the event of non-payment by the receiver.

8.5) KT Express shall abandon the parcel if the Sender or Receiver fails to pay the duty and tax within three (3) calendar days from the date of notification, or did not provide the documents as required by the Custom or the relevant authorities within seven (7) calendar days.

8.6) KT Express may charge extra cost on the Sender or Receiver due to the fact that there will be tax threshold imposed in selected countries for the posting of any restricted or control item.

8.7) KT Express will not act as the representative for the Sender or the Receiver in any dealings with the custom or any relevant authorities that detained or seized the shipped items; Sender and/or Receiver is fully responsible to liaise the custom or any relevant authorities at the moment such detainment or suspension of the shipment take place.

8.8) KT Express shall not be liable for any refund of postage fees, custom clearance duty, claim for loss, damage and/or lost or any other compensation of direct or indirect loss in the event of breach of the above mentioned clauses and/or that the said items have been posted or received to be posted intentionally or unintentionally.

9. Inspection

9.1) KT Express reserves the right but is not obliged, to open and inspect any shipment tendered to it for transportation without notice for safety, security, customs or other regulatory reasons. Such action is necessary in ensuring that the parcel does not contain any prohibited item which violates the national law of the country.

10. Determination of Shipping Charges and Limitations

10.1 The dimensional weight, dimensional limit and the actual weight limit of the parcel is stated in the following: -

10.2) Any piece may be re-weighed and re-measured by KT Express to confirm this calculation and any action taken by KT Express shall be at its sole discretion.

10.3) Sender, or the Receiver when KT Express acts on Receiver’s behalf, shall pay or reimburse KT Express for all Shipment or other charges due, or Customs Duties owed for services provided by KT Express or incurred by KT Express on Sender’s or Receiver’s behalf.

10.4) KT Express reserves the right to request for payment of Customs Duties prior to delivery.

11. Insurance related matter.

11.1) The Sender is compulsory to purchase insurance if the actual value of the parcel is more than RM1,000.00 (Ringgit Malaysia One Thousand). If the sender did not insure his parcel, in the event when the entire parcel or any part of the parcel thereof has been lost or damaged during the transportation, the compensation shall be based on Clause 17- limited liability.

11.2 In addition to Condition 11.3 and to all the other condition listed in Terms and Conditions (whichever applicable), the following shall form part of the agreement and/or serves as a notice to the Sender:-

11.2.1 The sender may purchase insurance from KT Express to insure his own goods at a rate of 1% of the parcel actual cost or value. The maximum coverage limit of the insurance shall be capped at RM10,000.00;

11.2.2 Sender is responsible to ensure insurance is purchased for posting out any item with correct value as per purchase invoice;

11.2.3 There is no obligation from KT Express to recommend a shipment to be insured and Sender, at Sender’s own risk, shall procure any additional insurance coverage at own cost;

11.2.4 The Sender who purchases the insurance by KT Express must completely and accurately declares the contents and value of the insured item. KT Express shall not be responsible for any claim or freight charges or any other costs for, including but not limited to, any false, misrepresentation, inconsistent, misleading, illegal, incomplete and/or complex statement;

11.2.5 No further insurance can be purchase or accepted upon full payment of shipment fee or once delivery commenced. KT Express will refund only the fee charge for insurance (insurance fee) in the event a particular parcel is not insurable and/or fall outside the scope of insurance coverage as provided by insurer or in the event such insurance fee been received intentionally or unintentionally by KT Express; and

11.2.6 Insurance coverage of such procured does not serve as a guarantee that the shipment is free from damage or guarantee of compensation; such insurance coverage shall only effect / vary the total amount of compensation.

11.3) If Sender has an extremely time-sensitive shipment, the loss or delay of which may result in consequential damages; or require higher insured amount, the sender shall contact his own insurance agent or broker to insure against such risks, as KT Express does not assume such liabilities. KT Express does not provide and will not arrange such insurance for the same.

11.4) KT Express will not be responsible for the insurance claim if the contents and value of the item conflict with the declared value. Any damage or loss to the content or part of the item so insured by the insurance shall be limited to any value determined by KT Express and/or by the KT Express’s insurer.

12. Delivery

12.1) Provided that the Receiver’s address is complete and accurate, KT Express will ensure the item is delivered in accordance with the delivery time efficiency standard.

12.2) KT Express is only responsible for delivery to the recipient's address written on the waybill.

12.3) Once the Receiver has no further objection upon receiving of item, the item is considered successfully delivered and KT Express is considered released from the obligation and shall not be responsible for any loss and/or damages afterwards.

12.4) In the event if the Receiver is not in the premise to receive the delivered item upon courier arrives, the item will be kept at KT Express branch for a certain period determined by KT Express. More details can be referred to our website www.ktexpress.com.my. The period to keep the unclaimed item is deemed as storage period. KT Express will make two (2) attempts to deliver the said item to recipient or recipient may collect the item from KT Express branch within storage period. The item will be returned to the Sender after storage period. Any costs of direct or indirect damages or lost to the item or its contents arising during storage period is not the responsibility of KT Express.

13. Refusal and Suspension of Service

13.1) In the event KT Express is made aware that any shipment does not meet any of the listed restrictions or conditions, KT Express reserve the right to refuse shipment and if the said shipment is in progress, KT Express may suspend and hold the shipment.

13.2) KT Express also reserves the right to refuse to provide service, among other reasons, for any shipment which by reason of the character of its contents may, in the sole discretion of KT Express, soil, taint, or otherwise damage to the other shipments or to KT Express own equipment or assets, or which is improperly or insecurely packed or wrapped.

13.3) KT Express reserves the right either to refuse to provide service for any shipment to or from any location, or to provide alternative service arrangements, when, among other reasons, KT Express, in its sole discretion, deems that it is unsafe or economically or operationally impracticable to provide service.

13.4) KT Express also reserves the right to suspend transportation of any shipment if:-

shipment and/or its content or part of the content are found not to be acceptable for transportation for any reason whatsoever

• if KT Express cannot effect delivery at the third attempt to do so
• if the receiver refuses to accept delivery
• if it cannot collect amounts due from the receiver on delivery

13.5) The sender shall bear the payment of all charges, calculated in accordance with the then current KT Express rates, caused by such suspension of transportation, including, but not limited to, forwarding, disposal, or return of transportation charges as well as any duty or tax, if applicable.

13.6) Sender shall be responsible for the reasonable costs and expenses of KT Express (including storage), for such losses, taxes and customs duties as KT Express may suffer and for all claims made against KT Express because a shipment does not meet any of the restrictions or conditions listed herein or because of any refusal or suspension of carriage or return of a shipment by KT Express pursuant to these terms.

13.7) KT Express will not be liable or responsible for the loss of or damage to any shipment, the contents of which KT Express is not authorised to accept, which KT Express states it will not accept, or which KT Express has a right to refuse.

13.8) Pursuant to Condition 13.7, in the event KT Express suspends service as set forth in these terms, the payer of any transportation charges shall not be entitled to a refund.

14. Interruption of Service due to external factors

14.1) If KT Express is unable to start or continue with delivery of the Sender’s shipment for a reason beyond its control, the Sender will not be able to claim that KT Express is in breach of its agreement with the sender but KT Express will take reasonable steps that are reasonably practicable in the circumstances to commence or continue the delivery.

14.2) KT Express shall not be liable for any interruption of service due to causes beyond KT Express control including, but not limited to:

• the unavailability or refusal of a person to accept delivery of the shipment,
• disease, outbreak, global health emergency, or pandemic,
• acts of God,
• natural disasters,
• war risks,
• acts of terrorism,
• acts of public authorities acting with actual or apparent authority,
• acts or omissions of customs or similar authorities, authority of law,
• insufficient information provided by a customer,
• the application of security regulations imposed by the government or otherwise applicable to the shipment,
• riots,
• a government agency hold, strikes or other labor disputes,
• civil unrest,
• disruptions of any kind in national or local air or ground transportation networks (including, but not limited to, KT Express transportation network),
• disruption or failure of communication and information systems,
• adverse weather conditions
• A fire or robbery occurred at the KT Express office premises, although the company has taken appropriate safety control measures.
• Online scam and/or any other scamming or deceiving activities conducted where KT Express is used to provide delivery service.

14.3) In the event any of the factors occur, KT Express will be exempted from any delay claims, direct or indirect costs due to delays, or postponement of delivery.

Liability Exemptions

KT Express shall not be liable for any of the following events, but not limited to: any form of indirect loss, consequential damages, other indirect costs, loss of contract opportunities, opportunity costs, loss of profits or income or cost incurred by delays, regardless of whether KT Express has been advised of the possibility of such damages.

Claims

16.1) Claim on damage/lost to the parcel or its content can only be claimed by the Sender or the representative of the Sender who has been authorised in writing by the Sender. The claim request together with required physical and effective proof and any other necessary documents for damages or lost must be completely filled up and submitted within 48 hours upon receiving of the items. The required documents include but not limited to (a) claim request form (b) Copy of bank account statement (c) Copy of the consignment bill (d) Original tax invoice from Supplier to verify actual price of the content (e) Tax invoice of consignment bill (if have) (f) Copy Identity card of applicant which has been certified true copy or a copy of business registration certificate (SSM) if the claimant is a business entity (g) Insurance claim form and documents required by insurance company (for insured items) (h) declaration form (only applicable for international shipment) (i) Any other required supporting documents, and submitted to the nearest KT Express branch.

16.2) Notwithstanding the claims’ documents listed in Condition 16.1, the list is non-exhaustive and KT Express reserve the right to obtain further documents to facilitate the investigation of the claim request.

16.3) Non-cooperation by the Sender such as incomplete submission of documents, breach of the 48hours deadline, non-respond from Sender shall be deemed prejudicial KT Express and KT Express reserve the rights to reject the claim request.

16.4) KT Express reserves the right to refuse any claim if the complainant is unable to verify or unable to provide sufficient evidence that the damage/lost occurred under KT Express 's control.

16.5) The compensation/claim is only limited to Condition 17.

16.6) Insured items will only be able to claim insurance with completely comply to terms and conditions of insurance company as well as those listed herein.

16.7) Claims are limited to one claim per shipment, settlement of which will be full and final settlement for all loss or damage in connection therewith.

17. Limited Liability

17.1) For domestic and non-insured shipments, KT Express shall only be liable for the direct losses for damaged or lost items, but is limited to the following :

• The actual amount of loss or damage based on the actual value/costs of the contents as stated on purchase invoice of damaged or lost items or a maximum of RM100.00 for domestic shipments, whichever is lower, for each consignment note with contents weighing 2.0 kg and below;
• The actual amount of loss or damages is based on the actual value/costs of the content as stated on purchase invoice of damaged or lost items or a maximum of RM200.00 for domestic shipments, whichever is lower, for each consignment note with contents weighing 2.01 kg or above;

17.2) For international shipment, the actual amount of loss or damages is based on the actual value/costs of the content as stated on purchase invoice of damaged or lost items or a maximum of RM400.00 for each international shipment, whichever is lower.

17.3) For domestic shipment, the amount of the compensation value for second-hand item and/or used goods shall be based on the lowest price in the market value, or a maximum of RM100 for domestic shipments, whichever is lower, for each consignment note with contents weighing 2.0 kg and below; whilst for each consignment note with contents weighing 2.01 kg and above, the amount of the compensation value for second-hand item and/or used goods shall be based on the lowest price in the market value, or a maximum of RM200.00 for domestic shipments, whichever is lower.

17.4) For international shipment, the amount of the compensation value for second-hand item and/or used goods shall be based on the lowest price in the market value, or a maximum of RM400.00 for each international shipment, whichever is lower.

17.5) The Sender has to insure their item with insurance if the total value of item exceeded the limit of compensation covered by KT Express. The Sender shall proceed their claim through insurance if they have insured their items and the above clause 17.1(A) and (B) shall not be applicable for insured items.

17.6) If the parcel is partially lost, or partially damage, then it will be compensated based on the level of damage or lost. If the partially lost or damaged parcel can be properly functioned upon repair, then it will be compensated based on the repair value, or the actual value of the parcel, whichever is lower.

17.7) Sender undertakes that Sender will not seek to recover and shall not be entitled to recover from KT Express or to be indemnified by KT Express in respect of any direct, indirect or consequential loss or damage or against any claims, proceedings, costs, demands, liabilities and expenses whatsoever sustained, incurred or paid by Sender in respect of any use of KT Express service.

Governing law

This Terms and Conditions shall be governed by the law of the country of origin of the Shipment and Sender shall irrevocably submits to such jurisdiction, unless contrary to applicable law.

Dispute Resolution

Any dispute, controversy or claim arising out of relating to this Terms and Conditions for Services and Claims which cannot be resolved by negotiation between the parties within 7 working days of either party giving notice to the other party that a dispute has arisen shall be submitted to mediation pursuant to the AIADR Mediation Rules and failing settlement of that dispute by mediation within 7 working days thereafter, the dispute shall be submitted by any party for final resolution by arbitration as administered by the Asian Institute of Alternative Dispute Resolution in accordance with the AIADR Ad Hoc Arbitration Rules on Appointment, Case Administration and Financial Management.

(a) The number of arbitrators shall be one;

(b) The seat of the arbitration shall be Kuala Lumpur;

(c) The language to be used in the arbitral proceedings shall be English.

Severability

If one of the above terms and condition is void, it does not preclude the other terms which contained in this terms and condition to be void. All the rules are subjected to the subject matter of the above terms and condition. KT Express reserves the rights to use the regulation and general terms and conditions which have been approved by KT Express even though it is not specified in this terms and condition. Please visit www.ktexpress.com.my for additional details of the terms and conditions.

Important Notes:

The following notes forms part of this Terms and Conditions:-

• The delivery status can be tracked and traced via www.ktexpress.com.my and/or by contacting the hotline number: 03-5198 0307. Any inquiries regarding the delivered items must be made within thirty (30) days from the date of delivery.
• Unless qualified above mentioned terms and conditions, KT Express is not obligating to any lawsuit and any other legal proceedings.
• The customer is deemed to acknowledge and agreed to accept above mentioned terms and conditions upon he/she is using delivery services provided by KT Express.
• Any condition or warranty which would otherwise be implied into these terms and conditions is hereby excluded. We expressly disclaim and exclude all warranties including but not limited to the implied warranties or merchantability or fitness for a particular purpose. Any use of this web site and its content is at your sole risk. We shall in no event be liable to you or any person claiming through you for any direct, indirect, consequential, incidental or other damages for any errors in or the use or of inability to use this web site including without limitation, damages for lost profits, business, data or damage to any computer systems.
• You shall also abide by the terms and conditions in the Consignment notes issued by KT Express or its authorized carriers in respect of the express delivery and courier services and also by any other agreement between you and KT Express or its authorized carriers

Condition Precedents of Making a Claim Request

1. The Claim Request Form shall only be completed by the Sender or the representative of the Sender who has been authorised in writing by the Sender (hereinafter referred to as "Claimant"). In the event where the Claimant is making a claim on behalf of Sender, a duly completed Authorisation Letter shall be provided to KT Express.
2. Any other parties except for the abovementioned personnel shall not complete/assist to complete the Claim Request Form. Otherwise, the Claim Request Form shall be invalidated.
3. Submission of Duly completed Claim Request Form shall be attached together with all the other documents required as mentioned above and KT Express reserve the right to obtain further documents to facilitate the investigation of the claim request. Should there be incomplete documents, the request will not be processed.
4. Duly completed Claim Request Form and all relevant documents shall be submitted within forty-eight (48) hours upon receiving the parcel. Any claim which is submitted beyond the limitation period shall be time-barred.
5. The Claimant has to prove that if it were not because of the actions of KT Express then he would not have suffered the loss or damage. KT Express reserves the right to refuse any claim if the Claimant is unable to verify or provide sufficient evidence that the loss or damage occurred under KT Express 's control.
6. The Claimant has to return the damaged (or in the event of lost item recovered later) parcel(s) upon receipt of demand from KT Express. It is understood and accepted that returning of damaged parcel(s) forms part of the claims request process.
7. The Claimant shall bear all costs and expenses in returning the damaged (or in the event of lost item recovered later) parcel(s) to KT Express and KT Express shall not be reimbursed any expenses incurred by the Claimant in connection with the claim request process.
8. The Claimant shall return the damaged (or in the event of lost item recovered later) parcel(s) or in the event where there are multiple contents, the Claimant shall only return the damaged item(s) to KT Express in the condition and/or quality received by the Claimant on delivery. KT Express would recommend Claimant to take a photo of the parcel(s) upon receipt.
9. Notwithstanding the above, the Claimant does not need to return the damaged parcel(s) under any of the below circumstances, including but not limited to, the following: -
   • Damaged parcels no longer hold any monetary values
   • Damaged parcels are considered total loss (e.g. beyond repair)
10. Non-cooperation by the Sender such as incomplete submission of documents, non-compliance of the forty-eight (48) hours deadline, non-response from Sender shall be deemed prejudicial to KT Express and KT Express reserves the rights to reject the claim request.
11. KT Express shall be the legal owner and may take any action or decide any matter in regard to the damaged (or in the event of lost item recovered later) parcel(s) in its sole and absolute discretion upon completion of the disbursement of compensation to the Claimant.
12. Upon full investigation conducted by KT Express and in the event KT Express decided there should be a compensation, the disbursement of the compensation will be transferred to Claimant’s account as stated herein within three (3) to fourteen (14) working days upon approval. Upon completion of the disbursement, KT Express shall not be party of any further negotiation/appeal/settlement/litigation process pertaining to the claim.
13. The Claimant acknowledges that in no event shall KT Express refund the shipping fee to the Claimant, regardless of whether the claim has been approved or rejected.
14. Upon full investigation conducted by KT Express and in the event KT Express decided there should be rejection of the claim request, such decision shall be final and conclusive. KT Express shall not be party of any further negotiation/appeal/settlement/litigation process pertaining to the claim.
15. The Claimant shall indemnify and hold harmless the KT Express from any and all claims, damages, fines, judgments, penalties, costs, liabilities or losses arising out of or in any way related to claim in the future. KT Express shall be absolved of all the above mentioned once a decision is made.
16. Documentation needed for claims:
    • Photographs/Images of damage
      (before shipment/after received with and without box)
    • Commercial/Sales Invoive
    • Investigation report / Damage report
    • Consignment note
    • Delivery Order
    • Cover Note(voluntary insurance only)
    • Tracking Report
    • Claim Notification
    • Customer Notification to KT Express
    • Confirmation letter
    • Late Claim Notification
    • Lost Items (Applicable for loss parcel ONLY)
    • For loss item police report for theft/investigation report if the item cannot be located.

Insurance Coverage For Parcel

Why Insurance?

When you buy insurance, you purchase protection against unexpected loss or damage to your shipment during delivery. In the event of loss or damage to the shipments, the sender will be compensated more than the maximum limit of compensation amount provided by KT Express.

Sender’s Notice

The purchase of the additional insurance DOES NOT serve as a guarantee that your parcel will be compensated for indirect losses or damages or guarantee of full compensation as there may be possible variance between insured and compensation amount. In addition, it does not mean that your parcel will be free from damages or save from loss.

Sender shall not purchase insurance for items exempted or not eligible for coverage. Please refer to our Terms and Conditions for Services and Deliveries (the "T&C") for further information. In the event of accidental purchase of insurance, be it due to Sender and/or KT Express’s mistake or misunderstanding, such coverage will be void ab initio and the insurance fee collected shall be refunded.

Insurance Clauses

As per stated in our T&C:

11.1) The Sender is strongly recommended to purchase insurance if the value of the item is more than the maximum limit of compensation amount provided by the company. The amount of compensation shall be based on Clause 17-Limited Liability of the T&C for sender who chooses to opt out of the coverage.

11.2) In addition to Condition 11.3 and to all the other conditions listed in the Terms and Conditions (whichever applicable), the following shall form part of the agreement and/or serves as a notice to the Sender:-

• The sender may purchase insurance from KT Express to insure his own goods at a rate of 1% of the parcel actual cost or value. The maximum coverage limit of the insurance shall be capped at RM10,000.00.
• Sender is responsible to ensure insurance is purchased based on the correct value as per purchase invoice.
• There is no obligation from KT Express to recommend a shipment to be insured and Sender could procure any additional insurance at own cost.
• The Sender who purchases the insurance by KT Express must completely and accurately declares the contents and value of the insured item. KT Express shall not be responsible for any indirect/additional costs such as or freight charges or any other costs, including but not limited to, any false, misrepresentation, inconsistent, misleading, illegal, incomplete and/or complex statement etc.
• No further insurance can be purchased or accepted upon full payment of shipment fee or once delivery commenced. KT Express will refund or forfeit the insurance fee in the event a particular parcel is NOT insurable and/or fall outside the scope of insurance coverage as provided by KT Express or KT Express’s insurer, whether such insurance fee was received intentionally or unintentionally by KT Express.
• Insurance coverage of such procurement DOES NOT serve as a guarantee that the shipment is free from damage or guarantee of compensation; such insurance coverage shall only affect/ vary the total amount of compensation.

11.3) If Sender has an extremely time-sensitive shipment; the loss or delay of which may result in consequential damages; or require higher insured amount, the sender shall contact his own insurance agent or broker to insure against such risks, as KT Express does not provide insurance of such liabilities.

11.4) KT Express will not be responsible for the insurance claim if the actual item value conflicts with the declared value. In the event of the foregoing, the Company will compensate according to the actual value, market value or insured value, whichever lower in amount. Any partial damage or partial loss to the content insured, shall be compensated partially. Final compensation amount is determined by KT Express and/or by the KT Express’s insurer at its sole discretion.

DISCLAIMER: The above terms and conditions sets out the basis and understanding on insurance coverage for parcel only. The sender shall refer to the Terms and Conditions for Services and Deliveries on the official website for other terms which are not stated here.

Complaints:

Please contact below for enquiries & complaints:

admin@ktexpress.com.my
No. 32, Jalan Serendah 26/39, I PARC 2 Industrial Park, 40400 Shah Alam, Selangor
03-5198 0307

Please allow up to 3 working days to process your complaints and we will get back to you the soonest.

Please include the following information in your complaints for our customer support to help you effectively:

• Your name
• The Issue you are facing
• Description
• Attachment such as photos or screenshots related to the issue.