Discrepancies must be noted on the POD and signed by customer and Driver, with a clear indication of reason for discrepancy – damages, wrong product, etc.
It is the customers responsibility to report any damages / shortages, not noted on POD, within 5 business days of receipt byemailing /phoning our customer service team, or your sales representative (only if unable to get through to customer service).
Any Discrepancy not noted on the POD, where customer has failed to notify Customer Service within specified time frame, could result in a rejected claim.
Complaints regarding infestation must be communicated within 30 days of receipt.
Late Claims for quality of or damaged product must be escalated to the customers service Sales Representative.
Photos are to be provided with all damaged / quality claims / faulty stock claims, Best Before Date, batch code, quantity, failure to produce evidence could result in a rejected claim.
Samples must be provided for all customer complaints to ensure a full investigation is completed.
Claims for cancelled orders or change of mind, could incur a cancellation fee, and must be escalated emailed to the customer service team.
Return of higher quantities other than what was originally shipped will not be authorized.
If the returned material is deemed to be scrap/obsolete, we may ask for disposal at your premises.
All returns must be packaged (labelled with RA- number, customer sales order, batch received, qty) in a manner to prevent any additional damage to the product resulting from insufficient packaging.
A declaration must be signed confirming the returned stock has been stored correctly and has not been compromised-reference “AP-REC-168 Issue”