Compensation for Loss

Compensation for Loss

Find out in which cases you may be eligible for compensation and the amounts of such compensation for local postal items.

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If Croatian Post is found responsible after completing the claim procedure, you are eligible for compensation for your loss. You may send your claim for compensation of loss and refund of postage together with the claim procedure decision as a postage-free registered item to:
 
HP-Hrvatska pošta d.d.
Kontaktni centar
„Za naknadu štete“
Poštanska ulica 9
10410 Velika Gorica

Compensation:
Letter, priority letter, postcard
Parcel with an indicated value
Paket24
"Paket24" consignment
Palletised mail


Paket24
 

In addition to damages and postage reimbursement (if prescribed), legal default interest shall also be paid to the sender or any other authorised person, which shall be charged starting from the day of filing a damage claim. In cases when it is prescribed that damages shall be paid in an amount equivalent to the value of a lost or a fully or partially rifled or damaged mail item, the service user shall prove said value by an invoice or any other similar document. This shall not apply in the event of lost, fully damaged or fully rifled mail items with an indicated value, for which damages shall be paid in an amount equivalent to the indicated value.
 
In the event that the postage charged exceeds the postage specified in the Price List, the service user shall be reimbursed for the amount overpaid.
In the event of exceeding the deadline for transport and delivery of a mail item, HP d.d. shall, in addition to damages, also reimburse the amount of postage charged for postal services; however, the portion of postage for postal services charged on the basis of the value indicated on a mail item with an indicated value shall not be reimbursed.
 
In the event of exceeding the deadline for transport and delivery of “Paket 24” consignments (when the deadline has not been exceeded for all the items included in the consignment), HP d.d. shall not reimburse the total amount of postage charged, but only the portion of postage specified in the Price List for a particular mail item in the consignment.
 
If all or part of a lost item is found after the compensation has been paid, Croatian Post will notify the sender or any other authorised person, who will be required to refund the compensation if they wish to receive such subsequently found postal item. Otherwise, Croatian Post will be entitled to destroy the postal item or sell its content. Croatian Post is not liable for lost profit or actual damage incurred as a result of loss, damage to or rifling of the content of a postal item or failure to meet the time limit for transporting or delivering a postal item, nor in the event of non-performance or provision of incomplete services. 
 
Letter, priority letter, postcard
Loss, fully damaged or rifled items
none
Partially damaged or rifled items none
Exceeded deadline for transport and delivery of a mail item
triple the amount of the postage charged
Non-perfomance of service
amount of the postage charged

Parcel with an indicated value*
Lost, fully damaged or rifled items indicated value; for packages without an indicated value up to HRK 100.00
Partially damaged or rifled items amount equivalent to the actual value of a damaged or rifled item, up to the indicated value;
for packages without an indicated value amount equivalent to the actual value of a damaged or rifled item; up to HRK 100.00
Exceeded deadline for transport and delivery of a mail item
triple the postage charged 
Non-performance of service amount equivalent to the postage charged
* applies to parcels of up to 10 kg and parcels between 10 kg and 20 kg

Paket24
Lost, fully damaged or rifled items for items with an indicated value – indicated value;
for items without an indicated value – amount equivalent to the actual value of a lost, fully damaged or rifled mail, up to HRK 500.00.
If proof of the content of a mail item cannot be provided, triple the amount of the postage charged shall be reimbursed.
Partially damaged or rifled items for items with an indicated value – amount equivalent to the actual value of a damaged or rifled item, up to the indicated value;
for items without an indicated value – amount equivalent to the actual value of a lost, fully damaged or rifled item, up to HRK 500.00.
If proof of the content of a mail item cannot be provided, an amount equivalent to the postage charged shall be reimbursed.
Exceeded deadline for transport and delivery of a mail item triple the amount of the postage charged 
Non-performance of service
amount equivalent to the postage charged  

"Paket24" consignment
Lost, fully damaged or rifled items
for mail items with an indicated value – amount of indicated value of an individual mail item in the consignment; for mail items without an indicated value – amount equivalent to the actual value of a lost or fully damaged or rifled individual mail item in the consignment, up to HRK 500.00.
If proof of the content of a mail item cannot be provided, triple the amount of the postage charged for an individual item in the consignment shall be reimbursed.
Partially damaged or rifled items for mail items with an indicated value – amount equivalent to the actual value of a partially damaged or rifled individual item in the consignment, up to the indicated value; for mail items without an indicated value – amount equivalent to the actual value of a partially damaged or rifled individual mail item in the consignment, up to HRK 500.00. If proof of the content of a mail item cannot be provided, an amount equivalent to the postage charged for an individual item in the consignment shall be reimbursed.
Exceeded deadline for transport and delivery of a mail item triple the amount of the postage charged for an individual item in the consignment
Non-performance of service amount of the postage charged for an individual item in the consignment

Palletised mail
Lost, fully damaged or rifled items
for mail items with an indicated value – amount of indicated value; for mail items without an indicated value – amount equivalent to the actual value of a lost or fully damaged or rifled mail item, up to HRK 3,000.00.
If proof of the content of a mail item cannot be provided, triple the amount of the postage charged shall be reimbursed.
Partially damaged or rifled items for mail items with an indicated value – amount equivalent to the actual value of a partially damaged or rifled mail item, up to the indicated value; for mail items without an indicated value – amount equivalent to the actual value of a partially damaged or rifled mail item, up to HRK 3,000.00.
If proof of the content of a mail item cannot be provided, an amount equivalent to the postage charged shall be reimbursed. 
Exceeded deadline for transport and delivery of a mail item triple the amount of the postage charged
Non-performance of service amount of the postage charged