Effective date: 9 November 2025

This Policy applies to fresh/frozen agricultural products and other perishable goods supplied by PEI Trade under B2B contracts.

1) Nature of Goods & Returns

• Due to perishability, physical returns are generally not feasible after export dispatch. Resolution is provided via credit, refund, or replacement in a subsequent shipment, depending on the case and contract terms.

2) Claim Windows (from delivery at destination)

• Visible damage/shortage: notify us within 24 hours with photos and delivery notes.
• Quality issues not immediately visible: notify us within 48 hours of delivery.
• Claims outside these windows may be rejected unless justified by a recognized surveyor’s report.

3) Evidence Required

• Purchase Order/PI number, product details and quantities.
• Clear photos/videos, temperature logger data (if applicable), and third‑party survey/inspection report (e.g., SGS) if available.
• Storage/handling conditions at destination and any mitigation steps taken.

4) Remedies

• If the claim is accepted, remedies may include: price credit, partial refund, or replacement in the next shipment. Method depends on Incoterms, insurance coverage, and severity.
• No remedy is due for losses caused by mishandling, delayed clearance, or improper storage by the Buyer.

5) Incoterms & Insurance

• Under CIF/CIP, marine cargo insurance is arranged as per contract; Buyer must file within insurer deadlines with our assistance.
• Under FOB/CFR or similar, risk passes earlier; Buyer should maintain suitable insurance from that point.

6) How to File a Claim

Email claims@peitrade.com (or info@peitrade.com) with subject “CLAIM – [PO/PI #] – [Product] – [Port/Date]”. We normally acknowledge within 2 business days and resolve promptly thereafter.