1.Returns are accepted only when the product does not meet the quality specifications requested —based on the standard tolerances of the converting industry— or what was stated in the order or purchase order.
2.The variation in quantity or delivery units for each purchase order will be +/- 10% of the quantity required per product.
3.The maximum period for requesting a return is 90 days from the invoice date of the product.
4.Every return requires authorization from the Quality and Food Safety Manager. No one else at Vessel Solutions has the authority to accept returns.
5.To accept a Non-Conformity or issue a Credit Note, the defect must exceed 1% of the entire lot, following an initial inspection of the lot being claimed.
6.If the rejection is accepted, the invoice is not cancelled straight away. Depending on the timing and the agreement reached, Vessel will decide whether to extend the payment term.
1.The customer must notify their Sales Executive by email or WhatsApp, within the acceptance period, attaching: product description, lot number shown on the quality certificate, quantity claimed, invoices covering the delivery, reason for the rejection, and photo or video evidence that clearly shows the problem.
2.The Sales Executive shares the information with the Quality and Food Safety Manager, who takes over the follow-up.
3.The Quality and Food Safety Manager reviews and assesses the information received. If it is conclusive, a Non-Conformity is opened or not, and the decision is communicated directly to the customer.
4.If the claim is accepted, the opening of the Non-Conformity is confirmed by email, and it is decided whether the lot needs to be inspected on site or collected in part or in full.
5.Once the lot has been inspected, the Quality and Food Safety Manager determines whether the rejection stands. If it does not, the reasoning and the evidence showing that the lot is within the established parameters and tolerances are sent. If it does, the customer may request replacement material or negotiate a discount on the quantity that did not comply.
Note: if a quality or food-safety problem appears when a full or partial order is received, the customer and Vessel may agree that the goods be accepted on consignment. In that case a note must be made on the invoice or shipping note, having first notified the Sales Executive or the Customer Service Representative by email or WhatsApp.
If material arrives dented or damaged, the customer must report it immediately during unloading, by email or WhatsApp, to their Sales Executive or to the Customer Service Representative. They must share the product description, the quantity, the corresponding invoice, and photos or video with the evidence.
Note: if damaged material is not reported at the time of receipt, Vessel Solutions is not liable for damage after delivery.
Vessel Solutions has several verification processes in place to ensure that the packaging quantities per pallet are correct and match the identification labels. If the customer finds a shortage at the time of receipt, they must notify their Sales Executive or the Customer Service Representative immediately, by email or WhatsApp, including the product description, the missing quantity, the corresponding invoice, and photos or video showing the quantity received.
Note: information about a shortage must be sent during receipt of the order. Otherwise, Vessel Solutions is not liable for shortages detected afterwards.
The conditions above are assessed against the tolerance tables in the policy, which classify defects into three categories:
The detail of tolerances by technical characteristic, for corrugated and flexible packaging, is available from your Sales Executive.
Thank you for your understanding of this policy, whose purpose is to provide you with better service.
