Return & Claims Policy

1. Scope

This policy applies to all B2B bulk orders of coconut shell charcoal briquettes from PT Charcoal Supply Indonesia. Minimum order quantities apply (20-foot container, 18+ metric tons). This policy does not apply to sample orders, which are handled separately.

2. Pre-Shipment Inspection

We strongly encourage Buyers to arrange pre-shipment inspection to ensure product quality meets expectations before shipping. Options include:

• Third-Party Inspection: Arrange inspection by SGS, Intertek, Bureau Veritas, or other recognized agencies at Buyer's expense.
• Buyer's Representative: Send your own representative to our warehouse in Semarang, Indonesia.
• Video Inspection: Request live video call during loading for visual verification.

Note: Goods approved during pre-shipment inspection are not eligible for quality claims related to specifications verified during inspection.

3. Quality Claims

Claims regarding product quality must meet the following conditions:

• Timeframe: Claims must be submitted within 14 days of goods arrival at destination port.
• Written Notice: Claims must be submitted in writing via email to export@charcoal.supply.
• Specificity: Claims must clearly describe the defect or deviation from agreed specifications.

4. Required Documentation

All quality claims must be supported by:

• Photographs: Clear photos showing the issue (packaging, product condition, defects).
• Lab Test Results: Independent laboratory analysis from a recognized testing facility (if claiming specification deviation).
• Shipping Documents: Bill of Lading, Packing List, and Commercial Invoice copies.
• Container Photos: Photos of container seals and condition upon arrival.
• Quantity Verification: Official weighing certificate if claiming quantity shortage.

5. Claims Resolution Process

1. Submission: Submit claim with all required documentation to export@charcoal.supply.
2. Acknowledgment: We will acknowledge receipt within 2 business days.
3. Investigation: Our quality team will review the claim within 7 business days.
4. Response: We will provide a written response with our findings and proposed resolution.
5. Resolution: If claim is valid, resolution options may include:
   • Price adjustment / credit note for future orders
   • Replacement shipment (at Seller's discretion)
   • Partial refund proportional to affected quantity

6. Exclusions

The following situations are NOT covered by this policy:

• Transit Damage: Damage occurring during shipping (per Incoterms® 2020 risk transfer rules). Buyer should claim against shipping insurance.
• Improper Storage: Quality degradation due to improper storage conditions at destination (humidity, moisture exposure, etc.).
• Delayed Claims: Claims submitted after the 14-day claim window.
• Missing Documentation: Claims without required supporting documentation.
• Pre-Approved Goods: Goods that passed Buyer's pre-shipment inspection for the specific issue being claimed.
• Subjective Preferences: Claims based on personal preference rather than objective specification deviation.

7. Physical Returns

Due to the nature of bulk commodity shipping and international logistics costs, physical return of goods is generally not practical. Resolutions typically involve price adjustments, credits, or replacement shipments rather than physical returns. In exceptional circumstances, return arrangements may be discussed on a case-by-case basis.

8. Force Majeure

Neither party shall be liable for delays or failures in performance resulting from circumstances beyond their reasonable control, including but not limited to: natural disasters, wars, government actions, pandemics, port closures, or shipping disruptions. In such cases, delivery timelines will be extended accordingly.

9. Contact for Claims

To submit a quality claim or discuss concerns, please contact: