Customer Responsibility
- 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”