B2B Claims and After-Sales Policy

1. After-Sales Support and Resolution

We are committed to providing reliable products and responsible after-sales support to our business customers.

If any products arrive damaged, incorrect, short in quantity, or otherwise do not conform to the agreed specifications, please contact us with the relevant order information and supporting evidence. We will review the matter promptly and provide an appropriate resolution in accordance with the agreed trade terms and sales contract.

Due to food-safety, hygiene and traceability requirements, physical returns are generally not required as part of the claims process. Please retain the affected products and packaging until our review is completed, and do not send any products back unless specifically requested or authorized by us in writing.

Once a claim has been verified and approved, the affected quantity will normally be replaced or added to the customer’s next shipment, unless otherwise agreed in writing.

2. Inspection Upon Delivery

The customer must inspect the goods as soon as reasonably practicable after delivery.

If any shortage, incorrect item, visible damage, packaging defect, quality issue or other non-conformity is discovered, the customer must notify us promptly and provide sufficient supporting evidence.

Supporting evidence may include:

• Order number and commercial invoice number

• Product name, SKU and quantity affected

• Batch or lot number

• Manufacturing and expiration dates

• Clear photographs or videos of the products and packaging

• Shipping carton labels and shipping documents

• A detailed description of the issue

• Inspection reports or other documents reasonably requested by us

Products involved in a suspected food-safety or quality issue must not be sold, distributed, consumed or destroyed until we provide written instructions.

3. Claims Review

All claims are subject to verification and approval by us. We may request additional photographs, videos, samples, inspection reports or other supporting documents necessary to evaluate the claim.

Submitting a claim does not automatically mean that the claim has been accepted.

Claims resulting from improper storage, mishandling, unauthorized repacking, exposure to unsuitable temperatures or humidity, transportation arranged by the customer, normal product variation, or use after the expiration date may be rejected.

4. Resolution of Approved Claims

If a claim is verified and approved, the affected quantity will generally be replaced or added to the customer’s next shipment.

Unless otherwise agreed in writing, replacement with the next shipment will be the primary after-sales remedy. We do not normally arrange product returns, separate replacement shipments or cash refunds for approved B2B claims.

The replacement quantity, product specification, shipment schedule and any related arrangements will be confirmed in writing by both parties.

If there is no upcoming order, the parties may discuss an alternative resolution in writing, subject to the applicable sales contract.

5. Trade Terms and Contractual Priority

All orders, deliveries, risk allocation, transportation responsibilities, claims and remedies will be handled according to:

1. The sales contract signed by both parties;

2. The applicable purchase order, proforma invoice or order confirmation;

3. The agreed Incoterms® rule and named place;

4. Any written product specifications or quality agreements; and

5. Applicable laws and regulations.

If this policy conflicts with a signed contract or other written agreement between the parties, the signed contract or written agreement will prevail.

The agreed Incoterms® rule determines the allocation of transportation obligations, costs and risks between the buyer and seller. Damage or loss occurring after the agreed transfer of risk may need to be claimed against the carrier, freight forwarder or cargo insurer, depending on the applicable trade terms.

6. Exclusions

We are not responsible for claims arising from:

• Improper storage or handling after delivery or transfer of risk;

• Failure to comply with storage, transportation or shelf-life requirements;

• Damage caused by a carrier selected or controlled by the customer;

• Unauthorized modification, relabeling or repackaging;

• Resale or use after the stated expiration date;

• Minor variations in color, shape, size or appearance that do not materially affect product safety or agreed specifications;

• Failure to provide sufficient evidence for claim verification; or

• Failure to notify us within the claim period specified in the applicable contract or order documents.

7. Contact Us

To submit a claim or ask an after-sales question, please contact:

Email: support@sugenia.com

Please include the relevant order number in the subject line of your message.