Claim Policy

     For sending claims, SetFresh GmbH has a procedure to accept possible claims.

     All possible claims need to be reported within 24-hours after arrival at the airport except from non-working days, in that case the claims need to be reported within 48-hours after arrival at the airport.
It’s important to provide the sales representative of SetFresh GmbH with full information about the possible claim. The following information about the possible claim need to be reported within 24 hours or 48 hours (non-working days) after arrival;

 - Order number (invoice number)
 - Airway bill number
 - Estimation of damaged produce
 - Minimum of five pictures per damaged item(s) meeting the following requirements.
 - One picture of the whole box. If several boxes have been affected, make a photo of them altogether.
 - One picture of the sticker on the box.
 - At least three pictures from the contents of several boxes with the damaged and undamaged items.
 - In case the damage is caused by an excessive delay* or mishandling, we need a photo showing all the damaged produce together.
 - Clear explanation of the issue.
 - Dock receipt mentioning that the shipment was delayed and damage is probably expected.

     Upon receiving the shipment from the carrier you need to sign the dock receipt under protest*. By doing so, you enable your supplier* to file a claim and make a good chance of receiving a compensation from the Airlines. In case of damage where you don’t sign the dock receipt under protest* which means you have signed for a clean receipt* you will lose any right to request compensation from the supplier*.

     In case the person responsible for delivering the shipments to you at the carriers warehouse or at the cargo terminal refuses to allow you signing the Dock Receipt* under protest* please note down his name ( badge info), make a picture of him and contact Aroma Fresh Corp a.s.a.p. to inform them so that they can forward this issue to the agent and airline respectively.
     Survey Report in case you’re expecting damage greater than €/$ 1.000 (for claims amounting €/$ 400 - €/$ 1.000, please check with your contact person at Aroma Fresh Corporation).
Official destruction report (please remember, you cannot make this report yourself. It needs to be issued by a neutral party or the government such as the Ministry of Health and Food, Ministry of Agriculture, Customs, etc.).
     Temperature recorder reports (if included with your shipment).
*See below for definitions:

Supplier: SetFresh GmbH
Dock Receipt: A receipt to be signed upon receiving the goods from the Airlines.
Clean Receipt: Signing a dock receipt when you accept that goods have been delivered in sound condition.
Under protest: Objection to the clean receipt of goods.
Delay: delivery of the goods after the mentioned arrival time on the AWB.

     Please remember a delay does not always necessarily cause damage in every produce or give you the right to claim without legit evidence.
Temperature-recorder: A temperature recorder (data-logger) is designed to continuously measure and permanently record the temperature of a specific application or condition over a predetermined period of time.