At Freshpack Export Sales Ltd, we are committed to providing fresh, high-quality fruit that meets international export standards. To ensure mutual transparency and fairness, please review our Inspection and Claim Policy below:
1. Inspection Upon Delivery
Buyers are responsible for inspecting the goods immediately upon arrival at the destination port or warehouse.
- Any visible damage or quantity discrepancy must be reported within 24 hours (for air shipment) or 48 hours (for sea shipment) of delivery.
- For quality issues (e.g. spoilage, mold, rot), claims must be made within 72 hours of receipt, accompanied by photographic or video evidence.
- For hidden defects, claims must be made within 7 calendar days of delivery.
2. How to Submit a Claim
To initiate a claim, please email us at kam@smilingmonkey.ca and include:
- Invoice number and container or airway bill number
- Receiving report and temperature log (if available)
- Description of the issues (including affected quantity) and estimated affected quantity
- Clear photos/videos showing the problem
- Third-party inspection report (if available)
3. Claim Review Process
Upon receiving your claim:
- We will acknowledge your request within 02 business days.
- Our QA team will review the evidence and may request additional information.
- Resolution will be proposed within 7–10 business days after the full review.
We reserve the right to refuse claims if the issue arises due to:
- Insufficient evidence
- Improper handling or storage after delivery
- Delays in customs clearance caused by buyer
4. Limitation of Liability
Our liability is limited to the invoice value of the affected goods only. We are not responsible for:
- Improper handling/storage or delayed unloading
- Temperature abuse at destination
- Losses caused by customs clearance delays on buyer’s side
5. Governing Terms
All disputes shall be governed by the laws of the State of Washington, USA, and resolved in good faith. In unresolved cases, jurisdiction shall lie with the competent courts of Washington.
