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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 shall only be considered 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 crowns 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 the container immediately upon opening.
  • Photos and videos of the affected pallets.
  • Detailed photos showing the damage.
  • A complete video walkthrough of the container.
  • Photos of the container seal and container number.
  • A copy of the Bill of Lading.
  • Pickup and delivery documents.

All evidence must be collected immediately upon opening the container at an authorized bonded warehouse. Failure to comply with these requirements shall automatically void any right to submit a claim.

CLAUSE 2 – EVALUATION, COMPENSATION & LIMITATIONS

TECHNICAL EVALUATION

BANALYA® S.A. shall conduct a complete technical evaluation, which may include reefer data logs, temperature records, alarm data, loading conditions, and any other relevant shipment information.

BANALYA® S.A. 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 shall be handled through one of the following methods:

  • Replacement in a future shipment using the same brand and specifications.
  • Issuance of a credit note.

No cash refunds shall be provided under any circumstances.

Compensation excludes freight costs, port charges, customs fees, and destination logistics expenses.

AUTOMATIC REJECTION CRITERIA

Claims shall be automatically rejected under any of the following circumstances:

  • The claim is submitted more than three (3) calendar days after cargo pickup.
  • Payment obligations have not been fully completed.
  • The damage resulted from mishandling after cargo pickup.
  • The container was opened outside an authorized facility.
  • The reported waste remains within the accepted industry tolerance of 3%–5%.
  • The required photographic, video, or documentary evidence is incomplete.

LIMITATION OF LIABILITY

Any approved claim shall be limited strictly to the value of the affected goods only.

BANALYA® S.A. shall not be liable for indirect losses, loss of profit, loss of business opportunities, reputational damage, or any other commercial damages.