Quality Claims & Replacement

Last Updated: 10 December 2023

Quality Claims & Replacement Policy

Clause 1 – Claim Conditions, Scope & Evidence

Timeline and Validity

THE CLIENT has a maximum of three (3) calendar days from the moment of cargo pickup to submit any claim. Claims submitted after this period shall be automatically rejected without exception. Submission of a claim is only valid if all payment obligations have been fully completed.

Considered Claims

Only the following claims will be considered:

Box Failure (Cardboard): Humidity, structural collapse, adhesive failure, printing defects, or crushing.
Banana Damage: Severe bruising, abnormal rot, temperature-related damage, oxidized crown inconsistent with normal transit, or waste exceeding the industry tolerance of 3%–5%.

Required Evidence

To activate a claim, THE CLIENT must provide complete evidence including:

Photos of container upon opening and photos/videos of affected pallets.
Detailed photos of damage and full video walkthrough of the container.
Photos of container seal and number.
Copy of Bill of Lading and pickup/delivery documents.

All evidence must be taken immediately upon opening at an authorized bonded warehouse. Failure to comply automatically voids any right to claim.

Clause 2 – Evaluation, Compensation & Limitations

Technical Evaluation

FRUTANA®️ shall conduct a full technical evaluation including reefer data logs, temperature records, alarm data, and loading conditions. FRUTANA®️ reserves the exclusive right to determine the validity of any claim. All decisions shall be final and binding.

Approved Compensation

If a claim is approved, compensation will be handled via:

Replacement in a future shipment (same brand and specifications).
Issuance of a credit note.

No cash refunds shall be provided under any circumstances. Compensation excludes freight, port charges, customs fees, and destination logistics.

Automatic Rejection Criteria

Claims shall be rejected if: submitted after 3 days, payment is incomplete, damage is due to mishandling, container was opened outside authorized facilities, or waste is within 3%–5% tolerance.

Limitation of Liability

Any approved claim shall be limited strictly to the value of the affected goods only. FRUTANA®️ shall not be liable for any indirect losses, loss of profit, or commercial damages.