1. Product Return Procedure
In accordance with the terms of our supply agreement and Articles 678, 679, and 680 of the Civil Code of Ukraine, product returns are permitted exclusively in cases of defective quality (latent defects).
If any defects or discrepancies are identified, the Buyer must immediately notify an authorized representative of our company and agree on the return procedure.
2. Goods Acceptance Procedure from Carriers
(In case of discrepancies, defects, or damage)
2.1 General Provisions
2.1.1. This procedure defines the actions required when receiving goods from carriers.
2.1.2. It applies in cases of damaged packaging, missing items, or any other discrepancies.
2.1.3. Goods acceptance must be carried out in the presence of the carrier’s representative (driver or freight forwarder).
3. Actions During Goods Acceptance
3.1. Upon receipt of the goods, the responsible employee must:
- verify that the information in the accompanying documents (delivery note, waybill) corresponds to the actual shipment;
- conduct a visual inspection of the packaging, including integrity, signs of damage, tampering, re-labeling, moisture exposure, or other visible defects.
3.2. If damaged packaging, discrepancies in the number of packages, visible signs of tampering, or incomplete delivery are detected, a Discrepancy Report must be prepared and the Supplier’s representative (sales manager) must be notified immediately.
4. Discrepancy Report Documentation
4.1. In the event of any discrepancy, a Goods Acceptance Report / Discrepancy Report must be prepared, containing the following information:
- date and place of issue;
- delivery note number;
- consignor (company name, address, contact details);
- carrier (company name, address, contact details);
- consignee (company name, address, contact details);
- representatives of the parties:
- full name and position of the consignee’s representative;
- full name and position of the carrier’s representative;
- witnesses or third parties (if applicable);
- description of packaging condition upon receipt:
- intact or damaged;
- presence of tampering, re-labeling, moisture exposure, etc.;
- number of packages according to documents and actual quantity received;
- identified discrepancies, including:
- damaged packaging;
- missing items;
- weight discrepancies;
- incomplete delivery;
- damaged or missing labeling;
- photo documentation (if required by procedure, attached to the report);
- decision:
- goods retained for inspection; or
- refusal to accept the goods;
- signatures of the parties:
- carrier’s representative;
- consignee’s representative;
- witnesses (if applicable).
4.2. The information is forwarded to the Head of the Procurement Department, the Head of the Logistics Department, and the HACCP Manager for further analysis and decision-making.
4.3. One copy is provided to the carrier, and the second remains with the consignee.
5. Actions After the Report Is Issued
5.1. The Supplier/Consignor must be notified of the identified discrepancy and provided with a scanned copy of the report.
5.2. The information is forwarded to the Head of Procurement/Logistics and the Head of the relevant department for further review and decision-making.
6. Liability
6.1. Responsibility for the timely preparation of the discrepancy report lies with the employee responsible for goods acceptance.
6.2. If no report is prepared at the time of acceptance and the Supplier is not notified of the detected damage, the goods are not eligible for return.
6.3. The carrier is obligated to verify the integrity of the packaging during loading. If the consignee refuses to accept the goods due to damage, liability for such damage rests with the carrier.
7. Non-Acceptable Returns
Please note that our company does not accept:
- Products returned without prior approval from an authorized company representative.
- Unjustified returns, i.e., returns without substantiated claims regarding product quality or quantity.
- Returns submitted without proper documentation (delivery notes, discrepancy reports, etc.).
Any unjustified return sent to our company without prior approval will not be accepted. Responsibility for the safekeeping of such goods, as well as all related expenses (including storage and return delivery costs), shall be borne by the sender.
These rules are mandatory for all counterparties and are based on the current legislation of Ukraine.