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Clause 11 – Maximum Reporting Period
THE CLIENT has a maximum of three (3) calendar days from the moment they pick up the cargo to submit any claim. Claims submitted after this period are automatically rejected.
Clause 12 – Accepted Claim Categories
Only two types of claims are accepted:
A) Box Failure (Cardboard)
Humidity, collapse, adhesive failure, printing defects, structural damage, crushing.
B) Banana Damage
Incorrect temperatures, severe bruising, abnormal rot, oxidized crown inconsistent with normal transit, or waste exceeding the industry tolerance of 3%–5%.
Clause 13 – Mandatory Evidence (Required)
To activate a claim, THE CLIENT must provide:
• Photos of the container upon opening
• Photos & videos of affected pallets
• Detailed photos of fruit or box damage
• Full video walkthrough of the container
• Photos of the seal and container number
• Copy of the Bill of Lading
• Copy of destination pickup documents
Incomplete, manipulated, blurry, or inconsistent evidence results in automatic rejection.
Clause 14 – Technical Review
FRUTANA® will perform a full technical evaluation, including:
• Reefer Data Log
• Temperature records from the shipping line
• Sensors & alarm records
• Stowage and pre-cooling verification
• Farm, harvest, and packing date verification
• Destination handling analysis
• Comparison with 3–5% waste tolerance
Replacement will only proceed if FRUTANA® is confirmed responsible.
Clause 15 – Customer Recovery Options
If the claim is approved:
1. Replacement in a future shipment (same brand, same box type), or
2. Credit note for future purchases.
Cash refunds are not provided under any circumstances.
Replacement does not include:
* Freight cost
* Port charges
* Customs fees
* Destination logistics
Clause 16 – Non-Eligible Claims
Claims are not accepted when:
• Submitted after 3 days
• Damage caused by mishandling
• Delayed pickup
• The container was opened outside an authorized warehouse
• Customs or authority intervention occurred
• Temperature logs are normal
• Waste is within 3–5%
• Evidence is incomplete or altered