What we cover, what we do not, and how to raise a claim.
Export FMCG cannot be returned the way a retail purchase can — once a sealed container has cleared customs at destination, shipping it back costs more than the goods. Our policy is built around resolving problems commercially rather than physically returning stock.
What we cover
- Short shipment. Fewer cartons delivered than the packing list states.
- Wrong goods. A line, package size or barcode that does not match the confirmed order.
- Damage on loading. Damage traceable to our packing or loading, evidenced by the pre-seal photographs.
- Short shelf life. Goods arriving with less than 75% of total shelf life remaining.
- Quality defect. A manufacturing fault confirmed against a retained factory sample.
What we do not cover
- Damage in transit once the container is aboard the vessel — that is a marine insurance claim, which is why we recommend insuring every shipment.
- Goods rejected because you did not tell us what certification your customs authority required.
- Changes of mind, over-ordering, or a product not selling in your market.
- Damage caused by storage at destination outside the product's stated conditions.
Raising a claim
- Check the container seal against the bill of lading before opening. A broken or mismatched seal is a carrier claim and must be noted on the delivery receipt.
- Photograph the issue in place — carton markings, batch codes and best-before dates all legible — before moving or unpacking further.
- Email your account manager within seven days of arrival with the photographs, the invoice number and the affected line items and quantities.
How claims are settled
Confirmed claims are settled as a credit note against your next shipment, or as a replacement quantity added to your next container. Cash refunds are issued only where no further order is planned. We aim to close a claim within fifteen working days of receiving complete evidence.
Retained samples
We keep a retained sample of every batch we ship for the life of the product. Quality claims are assessed against that sample, which is why batch codes in your photographs matter.