Clause 1 – Policy Scope

This Claims, Quality and Cargo Replacement Policy applies exclusively to customers with an active contract with FRUTANA®. Its purpose is to establish the rules and procedures that govern damage reporting, technical review, and eventual cargo replacement when applicable.

Clause 2 – Maximum Period to Report Damages

The customer has a maximum period of three (3) calendar days, counted from the moment they pick up the cargo from the port or depot, to report any damage or irregularity. Reports submitted after this deadline will not be accepted under any circumstances.

Clause 3 – Accepted Types of Claims

Only two types of claims are accepted:

A) Box Failure (Cardboard): humidity, collapse, adhesive failure, defective printing, crushing, or structural damage.
B) Banana Damage: incorrect temperatures, severe bruising, unusual rot, oxidized crown unrelated to normal transit, or waste exceeding the permitted range.

Clause 4 – Mandatory Customer Evidence

To activate a claim, the customer must submit:

• Clear photos of the container upon opening.
• Photos and videos of affected pallets.
• Detailed evidence of damage to boxes or fruit.
• Video walkthrough of the container.
• Photos of the seal and container number.
• Copy of the BL and destination pickup documents.

Claims without complete evidence will be automatically rejected.

Clause 5 – FRUTANA® Technical Review

FRUTANA® will conduct a technical review that includes:

• Reefer Data Log from the shipping line (Maersk, MSC, CMA, Hapag, etc.)
• Temperatures, sensors, and container records.
• Verification of lot, farm, and packing date.
• Stowage and pre-cooling conditions.
• Evaluation of handling at destination.

Replacement only proceeds if FRUTANA®’s responsibility is confirmed.

Clause 6 – Customer Recovery

If FRUTANA® confirms responsibility, the customer may receive:

1. Cargo replacement in a subsequent shipment; or
2. Credit note applicable exclusively to future purchases.

No cash refunds are made under any circumstances.

Clause 7 – Cases Not Eligible for Replacement

Claims are not accepted when:

• The report arrives after 3 days.
• Damage occurs due to poor handling at destination.
• The customer delays cargo pickup.
• Customs inspects or handles the container.
• The shipping line presents normal temperature records.
• Evidence is insufficient, manipulated, or incomplete.
• The customer opens the container outside authorized areas.

Clause 8 – Official Reporting Channels (Updated)

All claims must be sent exclusively to:

claims@frutana.com.ec
quality@frutana.com.ec

Any claim sent to other emails, WhatsApp, or unofficial channels will be automatically discarded.

Clause 9 – Jurisdiction

Any dispute related to this policy will be resolved under the laws of the Republic of Ecuador, in the courts of Guayaquil, Ecuador.