1. The Seller warrants and guarantees that the goods will be in accordance with specifications and quality requirements given and agreed with the Buyer.
2. The Buyer shall make a general inspection of the goods immediately after delivery and has the right to give the Seller notice of any non-conformances, which could not be detected by a proper inspection after the unloading of the truck. The Seller keeps the right to reject non-conformances.
After receiving such notice, the Seller should provide the best possible solution to the Buyer considering the interests of both parties.
3. In the case of non-conformance, the Buyer informs the Seller’s contact person immediately and provides the following information:
- order confirmation number;
- exact quantity;
- date of delivery;
- description of non-conformance;
- min 2 photos of each defect: one close-up of the defect and one of the whole package, so the producer IPPC stamp is visible. The photo must show the date.
For VISIBLE DEFECTS information must be provided within 10 working days from date of delivery.
For LATENT DEFECTS information must be provided within 30 from date of delivery.
4. For claims related to product dimensions, thickness, moisture content or any other measurable product characteristic, measurements shall be performed in accordance with the Seller’s official Measurement Guidelines.
5. Measurements shall be carried out only with calibrated measuring equipment appropriate for the intended measurement, including but not limited to: measuring tape, caliper, thickness gauge, moisture meter intended for wood moisture measuring.
6. The claim submission shall include:
- Measurement results;
- Photographs showing the measurement points;
- Photographs showing the measuring equipment;
- Evidence that the measuring instrument was calibrated and suitable for the intended measurement.
7. Product Identification and Traceability Requirements.
For all claims and product returns, the Buyer shall provide product identification information sufficient to ensure traceability of the affected goods.
The claim submission shall include photographs of the package label clearly showing the barcode, QR code (where applicable) and any other available product identification information.
Where the barcode label is not available, the Buyer shall provide an explanation and any alternative traceability information available.
The Seller reserves the right to suspend or reject claim assessment if adequate product identification and traceability information cannot be provided.
The barcode serves as the primary traceability reference for identification of the affected products and related production records.
8. The Seller reserves the rights to reject, suspend or re-evaluate claims where measurements have not been performed in accordance with the Measurement Guidelines or where sufficient objective evidence has not been provided.
9. In the event of a dispute regarding dimensions, thickness, fit, moisture content or other measurable characteristics, the measurement methodology defined in the Seller’s Measurement Guidelines shall prevail.
10. Claims regarding the humidity and mold shall be accepted by the Seller, if proper storage for the delivered products was ensured as described in clause 11:
a. for kiln dried products – during 1 (one) month after delivery;
11. Buyer ensures that the wooden products are stored according to the good practice of wood handling. Any kind of wood should be stored under a roof to keep away from rain and other sources of moisture.
Wooden packaging products should be stored indoors with proper ventilation or outdoors under a roof. The humidity of atmospheric conditions in storage areas should not exceed 75%. Climate conditions directly affect the quality of the wooden packaging for future use. The Seller does not recommend storing the products with outdoor packaging longer than 1 month.
12. Claims regarding humidity or mold shall be accepted only if the Buyer can demonstrate that the delivered products have been stored in accordance with the storage requirements described below.
13. For kiln-dried products, moisture and mold related claims may be submitted within one (1) month after delivery.
14. The Seller reserves the right to request objective evidence regarding storage conditions, including but not limited to:
- Photographs;
- Humidity measurements;
- Temperature records;
- Other relevant environmental monitoring information.
15. Seller keeps the right to request information about the storage conditions of the delivered products with objective evidence (photos, humidity, thermometers). Buyer should provide such information to the Seller within 2 working days.
16. All claims should be sent to Supplier not later than 3 months after delivery date to Buyer.