Mastercard - File a claim

Return Shipping Cost Protection claim form
Welcome to the Mastercard Return Shipping Costs Protection.
Check the applicable rules.

You can submit here your request in order to get reimbursement for shipping costs (up to 30€ and maximum 3 times/year). Read carefully the applicable rules before submitting your request.
- You are currently holding a valid consumer or commercial Mastercard credit card issued in Belgium or in Luxembourg.
- You purchased goods with your Mastercard credit card and returned the goods within 30 calendar days from the day of delivery.
- Goods were purchased from a professional merchant (not a private market, no business between individuals) established in the European Economic Area, United Kingdom, Switzerland, USA or Canada.
- The delivery and the return address for the goods must correspond to a country in the European Economic Area, United Kingdom, Switzerland, USA or Canada.
- The items were purchased by you from an online shopping website and which are delivered to you.
The cost of return of these goods is not eligible:
- Goods purchased outside of the validity period of this Return Shipping Cost Protection;
- Goods were returned later than 30 days from the original delivery date.
- Costs in the event of a manufacturer or supplier’s recall of the Goods;
- Goods delivered, purchased and/or returned outside of the European Economic Area, the United Kingdom, Norway, Switzerland, the US and/or Canada or purchased at duty free shops;
- Goods which are illegal or acquired illegally;
- Goods which are non-tangible, including but not limited to, cash, tickets of any kind, negotiable instruments, bullion, rare or precious coins or stamps, plants, animals, consumables, perishables and services;
- Art, antiques, firearms, and collectable goods;
- Furs, jewellery, gems, precious stones and articles made of or containing gold or other precious metals and/or precious stones;
- Pharmaceutical and other medical products, optical products and medical equipment;
Hereafter described losses are not covered:
- Any consequential loss or loss of use of the goods
- Losses due to natural catastrophe;
- Losses due to war, invasion, act of foreign enemy, hostilities or warlike operations (whether war has been declared or not), civil war, rebellion, revolution, insurrection, civil commotion, uprising, military or usurped power, martial law, terrorism, riot or the act of any lawfully constituted authority or vandalism of any kind; or
- Losses due to the order of any government, public authority, court order, or customs’ official; or
- Losses due to, or related to, a nuclear, biological, radiation or chemical event.
Do you have these documents?
We'll ask you to upload these documents later in this form. Please retrieve these documents to facilitate the reimbursement of your costs.
Proof of purchase of the goods you returned

You will have to provide a proof of purchase of the goods that includes:
- Date of purchase
- A list of the goods purchased
- The amount charged to you
- The name and address of the merchant
- The delivery address
Accepted documents are:
- Invoice or receipt from the merchant
- Any confirmation of acceptance of the order from the Merchant (eg. email)
- A copy of the order screen from your account.
Proof of payment with your Mastercard card

A copy of the credit card statement showing the amount(s) debited and the date of debit for the order from the eligible Mastercard credit card.
Proof of shipping costs

Provide proof of the return/redelivery shipping costs payment in order to verify the charged amount, the address of return and the date of return.
Return policy of the merchant

Return policy of the merchant or any communication from the merchant confirming the return policy not including the return shipping costs.

Please select your country*
Please provide the 8 first digits of your Mastercard credit card used to purchase the goods*
You must hold a Mastercard credit card in {country} to benefit from the Mastercard Return Shipping Costs Protection. The digits you submitted do not correspond to a valid Mastercard credit card in {country}.
Purchase date of the good(s)*

DayMonthYear
This Shipping Cost Protection started on November 11th 2024. Therefore, purchases made before that date will not be eligible for reimbursement of return costs.
Date of delivery of the good(s)*

DayMonthYear
The date of the delivery cannot be before the date of purchase.
Delivery address of the good(s)*

Street

Number

CityState / Province

Postal / Zip Code
Delivery country*
Country
The delivery address must correspond to a country in the European Economic Area, United Kingdom, Switzerland, United States of America or Canada.
Total amount of the shipping costs in EUR*
Please use dot . as a decimal separator
Date of return of the good(s)*

DayMonthYear
Date
The return date cannot be before the date of delivery and purchase.
Days past since purchase
The purchased goods must be returned to the vendor within 30 calendar days from the day of delivery. If you have exceeded the limit, you are no longer eligible to request a reimbursement for the shipping costs of those goods.
Please provide the return address of the goods you purchased*

Street

Number

CityCountry

Postal / Zip Code
Select the return country*
Country
incident_address_country
The return address must correspond to a country in the European Economic Area, United Kingdom, Switzerland, United States of America or Canada.
claim_type*
claim_subtype
ref_country
language
insurer

Cardholder information
claimant_entityType*
Name*

First NameLast Name
Email*
Birthdate - please don't delete
Needed for Admin - please don't delete
Bank account details

Please provide us with the account number where you would like to receive the refund if your request/ claim is successful.
Account number (IBAN)*
Proof documents
Please provide the proof of purchase of the goods*

The printing of the proof of order (email), any confirmation of acceptance of the order from the Merchant or the printing of the order screen.
Cancelof
Please provide the credit card statement of the transactions*

A copy of the eligible credit card statement, showing the amount(s) debited for the purchase of your goods. Please mark the relevant transactions on the document.
Cancelof
Please provide proof of shipping costs*

The proof of the date of shipping and the paid shipping costs
Cancelof
Please provide the return policy or the communication with the merchant*

Return policy or email from the Merchant to confirm return shipping costs are not covered by them.
Cancelof

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I have read and agree to the information provided in AIG Global Privacy Policy
Should be Empty:

Return Shipping Cost Protection claim form

Do you have these documents?

Cardholder information

Bank account details

Proof documents

Privacy Notice