REFUND

A. Lorry

1. RETURN OF YOUR ITEMS

We do not accept any return of your items and We do not replace any of your items. We will endeavour all reasonable care to ensure that Our Services conform with the standard delivery care of any delivery services in Malaysia.

2. REFUND OF YOUR PURCHASE

A “Cancellation Fee” which is 50% of the agreed contractual fee will be applied in the following circumstances:

If five (5) minutes have elapsed since the User requested Service and has been accepted by the Driver, and then the User cancels the request, or

The User requested Service and the Driver discovers and accepts, upon Driver arriving at requested pickup location, that the User Items are not eligible for the Services.

For clarity, if, before five (5) minutes upon Driver accepting the service request, the User cancels the request, no cancellation fee will apply.

However, if the service paid was not fulfilled due to factors beyond Wekago’s control, we will offer an alternative or you will be entitled to a full refund of paid amount for that specific service.

We will refund your purchase of Our Services and a credit will be applied to your original method of payment or any such manner as may be communicated to you.

3. DAMAGED GOODS

Please ensure that you have packaged and clearly marked any fragile or valuable in a manner adequate to withstand the risk of damage or deterioration while in transportation, loading and unloading. Wekago shall not be liable for any loss/damage to these goods arising out of or resulting from your failure to perform such obligations.

Wekago will not be liable for any damage, loss or deterioration of goods unless clear and prior notice was given or there was negligence/recklessness on the driver’s part. Notice of damage must be given to us within 24 hours after delivery. The maximum compensation that can be granted will be capped at RM200 or the value of the booking (whichever is lesser).

We will examine any defects of your item prior to the loading of your items for transportation, hence we will not be liable for any unnoticed defect that is not informed by you.

4. DELIVERY OF GOODS

We endeavour to adhere to stipulated delivery deadlines as indicated in Our Website. However, due to the hazards and peculiar features of Our Services, delivery deadlines will not be binding unless expressly agreed otherwise.

Furthermore, actual charges may vary based on factors outside of the Company’s control, such as but not limited to weather and traffic conditions, store loading and wait times, customer special requests, and other unexpected barriers to loading or unloading that may or may not have been communicated to TheLorry.

Delivery times for drivers (including pre-scheduled times) are also non-binding estimates and may vary for the same or similar reasons. Customers should reasonably expect variances of up to 60 minutes from estimated or pre-scheduled delivery times.

Our contractual obligations are subject to a case to case basis based on your request and additional charges may incur.

When making a booking with us, please ensure that you have ordered the correct and most suitable vehicle size, as excess cargo will be subject to additional charges.

Please be clear regarding the type of property (landed or non-landed) and the amount of manpower required. Last minute changes will correspondingly be subject to additional charges.

Please be informed that packaging and wrapping services are only available upon request and need to communicated when booking with us.

5. NO WAIVER

The failure to exercise or delay in exercising a right or remedy provided hereunder or by law does not constitute a waiver of the right or remedy or waiver of other rights or remedies.

6. GOVERNING LAW

These Terms and Conditions shall be governed by and interpreted in accordance with Malaysian law and the parties irrevocably submit to the exclusive jurisdiction of the Malaysian courts.

7. SPECIAL TERMS

These Terms and Conditions are not intended to nor shall create any rights, entitlements, claims or benefits enforceable by any person that is not a party to them. No person shall derive any benefit or have any right, entitlement or claim in relation to this Terms and Conditions.

8. CHANGES TO THE TERMS AND CONDITIONS

We reserve the right to update these Terms and Conditions at any time and any changes may be made without notice to you. We recommend you to read this Terms and Conditions periodically.

By continuing to access or use Our Services after those revisions or changes become effective, you agree to be bound by the revised terms. If you do not agree to the new Terms and Conditions, please stop using the Website and/or Our Services.

B. Parcel

5.0 Delay / Damage / Loss

  • Any item that is listed in our prohibited items, will be exempted from any claim against delay, damage and loss. Please check our Prohibited Items list for more information.
  • Your consignment/s must be packed to a professional standard. Any claim resulting from a parcel that is not packaged to a professional standard will be rejected. All items must be packed in a double walled box with further padding surrounding the item. Please see our recommended packaging guidelines.
  • In the event of damage all packaging must be kept for inspection. The item must be available for inspection in the state it was delivered, at the address it was delivered to. If the item is moved / repaired or if the packaging is not kept, the claim will be rejected.
  • Any item travelling through our services must be able to withstand a short drop, fragile items should not be sent though our services. Any item that is damaged as a result of a fall, with the packaging intact will therefore be declined. Please see our packaging guidelines for details on how to package your items correctly.
  • If the outside packaging is intact, then any claim for damage to the consignment will be invalidated as the internal packaging would not have been sufficient to protect the product.
  • If the box or packaging is clearly damaged on delivery, it is of paramount importance the recipient must sign for as 'DAMAGED' otherwise any claim for damage will be refused. It is the sender’s responsibility to inform the recipient of these terms and conditions.
  • All lost and damaged parcels have to be reported within the time frame specified by each courier companies. Lost and damaged parcels reported after the specified time frame will not be eligible for the compensation claim. Below are the time frames specified for each courier companies.

Domestic

Courier Provider Lost/Damaged Parcel Reporting Time Frame Weight Max Cover
Pos LajuWithin 5 working daysAllRM300
ABX ExpressWithin 24 working hoursAllRM200
CJ CenturyWithin 2 working daysAllRM200
Aramex ExpressWithin 24 working hoursAllRM200

International

Courier Provider Lost/Damaged Parcel Reporting Time Frame Transportation Mode Max Cover
Aramex ExpressWithin 24 working hoursAllUSD 100 per tracking number at declared value, whichever is lower

Please state your Wekago order/tracking number and a detailed description of the claim/complaint. Allow 2 working days for us to review all details of the claim before we contact you.

6.0 Liability & Claims

  • Wekago’s liability is strictly limited to direct loss and damage of the shipment. All other types of loss or damage are excluded (including but not limited to lost profits, income, interest, future business), whether such loss or damage is special or indirect, and even if the risk of such loss or damage was brought to Wekago’s attention before or after acceptance of the Shipment.
  • * Once payment for a top-up package is completed, NO refunds will be given
  • * Credits for an account are ONLY valid for a year after the previous top-up payment date.
  • * After a year, the credits will expire. If there is no additional top up in 2 months period, the credit will be permanently erased.
  • Each service comes with a limited amount of Transit cover. If you require coverage on the full amount then you must cover the full value of the shipment as the additional cover replaces the inclusive liability cover.
  • Transit cover applies to per consignment only and not per parcel within a multi-parcel consignment.
  • In the event of a claim, a cost invoice will be needed to prove the value of the consignment/s and photos must be supplied for all damage claims.
  • If the item is not sufficiently packed, the claim will be rejected. Please check our guidelines before ordering.
  • If the item is not correctly labelled, the claim will be rejected.
  • Please check our Prohibited Items list to see if you are able to make a claim.
  • Any item that is listed in our Prohibited Items section will be exempt from our liability cover.
  • For compensation claims, all lost and damaged parcels have to be reported within the time frame specified by each courier companies.

Domestic

Courier Provider Lost/Damaged Parcel Reporting Time Frame Weight Max Cover
Pos LajuWithin 5 working daysAllRM300
ABX ExpressWithin 24 working hoursAllRM200
CJ CenturyWithin 2 working daysAllRM200
Aramex ExpressWithin 24 working hoursAllRM200
Pgeon PrimeWithin 14 working daysAllRM200

International

Courier Provider Lost/Damaged Parcel Reporting Time Frame Transportation Mode Max Cover
Aramex ExpressWithin 24 working hoursAllUSD 100 per tracking number at declared value, whichever is lower

Please state your Wekago order/tracking number and a detailed description of the claim/complaint. Allow 2 working days for us to review all details of the claim before we contact you.

1) Prohibited Items

Domestic - Prohibited Items

At Wekago, the following items (or any item similar to the description or content) are strictly prohibited by any of the courier company. Any shipment containing such items may be subjected to their order being cancelled without notice. Items that fall under these list are prohibited. Wekago and courier companies will not be responsible for any loss or damage of the prohibited item(s). No compensation for loss or damage will be given. If you have any questions or enquiries about this matter, feel free to contact us.

  • Aerosol
  • Aftershaves
  • Air Bag
  • Alcoholic Beverages
  • Ammunition
  • Animals Of Any Form (Alive Or Dead)
  • Antiques
  • Any form of Liquid
  • Any Item Containing Petrol (Liquid, Gas Or Fumes)
  • Articles of Unusual value
  • Batteries
  • Biological Samples
  • Bullions
  • Cash, Credit Cards, Debit Cards
  • Chainsaw
  • Cheques
  • Christmas Crackers
  • Coin, gold and silver billion
  • Counterfeit Currency
  • Counterfeit or pirated goods and materials
  • Cyanides or precipitates
  • Dangerous Goods
  • Driving Licence
  • Drugs (Including Prescription)
  • Dust
  • Engines
  • Electronic Devices/Products
  • Filth
  • Fire Extinguisher
  • Food (Except For Aladdin Cool)
  • Furs
  • Hazardous Goods
  • Human Remains
  • Infectious Substances
  • Jewellery
  • Knives
  • Lighter
  • Lottery Tickets
  • Milk Powder
  • Money/Cash/Currency
  • Nail Varnish
  • Narcotics
  • Oil
  • Paint
  • Passport
  • Perfumes
  • Perishable Goods (Except For Aladdin Cool)
  • Plant
  • Precious metals and stones
  • Replica Weapons
  • Seatbelt Tensioner
  • Seeds
  • Settee
  • Sinks
  • Slush Syrup
  • Sofa
  • Stamps (Unless Franked)
  • Steering Wheel
  • Tobacco
  • Toilets
  • War savings
  • Weapons
  • Windscreen

International - Prohibited Items

Aramex

Prohibited- Not Acceptable
  • Animals - live or dead animals, insects, reptiles of any kind, animal including hair products, animal skins, meat and fur.
  • Drugs - cocaine, cannabis resin, LSD, narcotics, morphine, opium, psychotropic substances, etc.
  • Gambling - lottery tickets and gambling devices tickets and related advertisements for illegal lotteries.
  • Miscellaneous - asbestos, dry ice (solid carbon dioxide), magnetized material, toner (photocopier), etc.
  • Negotiable currency - bullion, money, fake/dummy/collectable cash, payment cards, traveler cheques, passports, IDs, stamps.
  • Offensive - indecent, obscene or offensive communications, prints, photographs, books or other articles, and packets bearing grossly offensive, indecent or obscene words, marks or designs. Those discovered in transit will be stopped, and handed to customs or the police, who may take legal action against the sender and/or recipient.
  • Packaging - parcels that are wet, leaking or emit an odor of any kind.
  • Pornography - foul or disgusting material, pornography and/or obscene material, and any unsolicited indecent item or representation of any kind.
  • Prohibited shipments - the transportation, exportation or importation of which is prohibited by any law, statute or regulation.
  • Remains - human and animal remains, including ashes.
  • Safety - packages which would be likely to cause damage to other packages, equipment, staff, or the general public goods which are insufficiently packed.
Dangerous goods
  • Explosives - ammunition, firearms (including parts), blasting caps, christmas cracker snaps, party poppers, theatrical flares, fireworks (skyrockets, sparklers, crackers), flares, fuses, ignites, nitro-glycerin, etc.
  • Gases compressed, liquefied or dissolved under pressure - all flammable compressed gases are prohibited (blowlamps, butane, cigarette lighters, ethane, gas cylinders (camping gas cylinders full or empty), ammonia products, hydrogen, methane, propane, etc. All toxic compressed gases are prohibited (chlorine, fluorine, etc.) All non-flammable compressed gases are prohibited (carbon dioxide, neon, helium, nitrogen, fire extinguishers, etc.).
  • Flammable liquids - all aerosols are prohibited (hair spray, deodorant, etc.) Alcohol, perfume, acetone, benzene, kerosene, motor fuels, battery fluid, gasoline, lighter fuel, cleaning compounds (bleach, disinfectants, laundry detergents, oven cleaners, etc.), paint thinners and removers, petroleum, adhesive products (glue, silicone, etc.), turpentine, solvents, etc.
  • Flammable solids - batteries (alkaline), calcium carbide, cellulose nitrate products, matches (any type including safety), metallic magnesium, nitro-cellulose based film, phosphorous, potassium, sodium, charcoal, flint lighters, hydride, zinc powder, zirconium hydride, etc.
  • Oxidizing substances and organic peroxides solids - dyes (hair, textile, etc.), bromates, chlorates, components of fiberglass repair kits, nitrates, perchlorates, permanganates, peroxides, fertilizers, weed killers, insecticides, etc.
  • Toxic and infectious substances - arsenic, beryllium, cyanide, fluorine, hydrogen solenoid, mercury, mercury salts, mustard gas, nitrobenzene, nitrogen dioxide, pesticides, poisons, rat poison, ebola, foot and mouth disease, environmental, clinical and medical waste.
  • Radioactive material - Fissile material (Uranium 235, etc.), radioactive waste material, thorium or uranium ores, etc.
  • Corrosives - aluminum chloride, caustic soda, corrosive cleaning fluid, corrosive rust remover/preventative, corrosive paint remover (nail polish), acid (hydrochloric acid, nitric acid, sulphuric acid, etc.).
  • Miscellaneous - asbestos, dry ice (solid carbon dioxide), magnetized material, toner (photocopier), etc.
Restricted – may be acceptable
  • Antiques - antiques (objects over 100 years old).
  • Artwork - any collectible painting, sculpture or other work of art.
  • Negotiable currency - 1. Postage stamps are prohibited unless franked or no longer usable for postage purposes. 2. Money - bankers drafts, current bank notes, currency notes or coins, credit cards, debit cards, uncrossed postal orders which do not state to whom they are to be paid, cheques or dividend warrants which are uncrossed and made payable to the bearer; bearer securities including share warrants, or subscription certificates, bonds or relative coupons, un-franked postage stamps, coupons, vouchers, tokens, lottery tickets, scratch cards or similar documents which can be exchanged themselves or with any other document for money, goods or services.
  • Declared value - consignments with a declared value for customs in excess of that permitted.
  • Diagnostic specimens - unless classified as Dangerous Goods.
  • Documentation - consignment which requires Aramex to have a license or their transportation will not be accepted if Aramex has elected not to obtain such license.
  • Drugs - prescription drugs sent for medical or scientific purposes, should not meet any of the criteria of the 9 UN hazard classes when classified by the sender. Drugs in prescription quantities may be sent by private individuals in the case of emergencies.
  • Electronics - electronic/electric appliances and devices (batteries must be removed and wrapped separately).
  • Fake/dummy games - toy weapons, paint ball guns, BB guns, antique weapons, swords, knives etc.
  • Fragile - 1. goods which require special handling or careful treatment because they are particularly fragile or can only be transported upright or only lying on a certain side. 2. Ceramics or composites wholly or partially made of china and/or porcelain. 3. Glassware - items partially or wholly made of glass, or containing glass, (example: picture frames that contain glass) 4. Lighting - containing fluorescent tubes, neon lighting, x-ray tubes, light bulbs etc. 5.Musical instrument 6. Plaster items - including plaster of Paris, fibre clay.
  • Import/export controls - goods being processed under a temporary import/export requiring duty and/or tax exemption or reclaim.
  • Liquids - liquids not otherwise classed as Dangerous Goods.
  • Minerals - 1. Fossils, stones or stoneware. 2.Marble or any stone derivative.
  • Other - goods the damage or loss of which would result in high consequential damages.
  • Perishables - Foodstuffs and perishable food articles and beverages requiring refrigeration or other environmental control. 2. Any item that is classed as 'high risk' under our terms and conditions (unless we have specifically agreed in writing to carry these items and you have complied with any other conditions for the carriage of these items).
  • Plants - plants and plant material, including seeds and cut flowers (cut flowers are acceptable to certain destinations only).
  • Post office addresses - shipments to Army Post Office (APO), Fleet Post Office (FPO), Post Office Box (PO Box) addresses.
  • Prohibited origins - origin of goods not allowed for imports as per destination country local laws and regulations.
  • Tobacco products - cigarette, cigars, electronic cigarettes, tobacco.
  • Valuables - 1.Valuable goods - precious metals and stones, jewellery and genuine pearls. Articles made largely or wholly of gold, silver or other precious metals 2. Any item that is classed as 'high risk' under our terms and conditions (unless we have specifically agreed in writing to carry these items and you have complied with any other conditions for the carriage of these items).