Complaints – Returns Process

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Complaints - Returns Process

LADAS FOODS guarantees the quality of its products as they are produced following strict specifications and certified food safety systems according to international standards. Whenever customers have complaints about their supplied products , the following procedures are followed:

Types of Complaints: Quality and Freight

Quality complaints are related to the quality issues of the product or their packaging.

The complaint management process requires from customer/partner to retain/present the following information:

  • Invoice
  • Product description/ or product code
  • Number of damaged products (barrels / cans / buckets / pet jars / pouches)
  • Photos of imperfect products
  • Photo of the label sticker otherwise the LOT number that is found on the sticker or in the packaging catalog
  • Copy of the delivery note signed and stamped by the customer (with remarks of the damaged delivered products)
Caution: The physical control of the cargo (correct classification and good condition of the product) is performed by the customer upon delivery and is extremely important. No loss or damage during transport is recognized if the damage is not reported on the delivery note. Further:

Quality complaints

should be shipped by the customer within one month from the delivery date of products. Complaints after this date will be rejected if they are not accompanied by the weekly maintenance and storage files of the product from the customer.

Freight complaints

arising from the carrier’s legal liability to transport cargo within the scheduled delivery date without loss or damage. They are determined according to the agreement and the contract of carriage and consitute the responsibility of the carrier. The complaint report should be sent by the customer within one week from the delivery day of the goods.

Complaints are examined and studied with full attention by the Quality Control and Customer Service departments. A formal response is sent to the customer within 10 days of submitting the complaint. If the complaints are considered reasonable as to the responsibilities of LADAS FOODS S.A. the return of the products is approved and a credit note is issued.