Overview - all types of incidents – Cubyn Help Center

A new refund policy is available.

All the details here : Incident management

Incident	Status	Eligibility Conditions	Claim period	Coverage policy
Parcel never received	In Transit	🇫🇷 France & 🇪🇸 Spain : 28 days after last update 🌎 Abroad : 90 days after last update	🇫🇷 France & 🇪🇸 Spain : From lastUpdate+28 to lastUpdate+28 + 2 weeks 🌎 Abroad: From lastUpdate+90 to lastUpdate+104	Ad valorem* or 33€/kg
	Delivered, not received	Declared "delivered" by carrier + POD selected	From delivery date to 2 weeks after delivery date	Ad valorem* or 33€/kg
	In Return to Cubyn's Warehouse	🇫🇷 France & 🇪🇸 Spain : 28 days after last update 🌎 Abroad : 90 days after last update	🇫🇷 France & 🇪🇸 Spain : From lastUpdate+28 to lastUpdate+28 + 2 weeks 🌎 Abroad: From lastUpdate+90 to lastUpdate+104	33€/kg
Parcel received in damaged condition	Delivered	Declared "delivered" by carrier	From delivery date to 2 weeks after delivery date	Ad valorem* or 33€/kg
Report a missing item	Delivered	Declared "delivered" by carrier	From delivery date to 2 weeks after delivery date	Ad valorem* or 33€/kg
Wrong item received	Delivered	Declared "delivered" by carrier	From delivery date to 2 weeks after delivery date	Ad valorem* or 33€/kg

As soon as the incident has been acknowledged by Cubyn, required documents must been provided within 7 days

	Commercial invoice	Delivery pictures	Product declaration	ID	Affidavit	Police Report
Parcel never received ( Lost order in transit )	✅	❌	❌	❌	❌	❌
Parcel never received (Delivered not received)	✅	❌	❌	✅	✅	✅
Parcel never received ( Lost order in return the warehouse)	✅	❌	❌	❌	❌	❌
Parcel received in damaged condition	✅	✅	✅	❌	❌	❌
Report a missing item	✅	❌	❌	✅	✅	✅
Wrong item received	✅	✅	❌	✅	❌	❌