Complaints

We attach great importance to the quality of our products and to your satisfaction as a customer.

In order to make the high season as efficient as possible, we generally handle complaints at the end of the season. Of course, we make an exception in cases where rapid follow-up is required, for example in connection with air or sea freight insurance. If this is the case, please let us know clearly so that we can respond to this immediately.

In order to process your complaint as carefully as possible, we kindly request that you provide the following information:

1. The order number to which the complaint relates.

2. The data from the datalogger, including temperature and humidity data.

3. Clear photos of the products in question showing the problem.

4. A clear Excel list containing:

   • The varieties

   • The numbers to which the complaint relates

   • A brief description of the complaint per variety

Once we have received all the information, we will register your complaint and process it at the appropriate time. This allows us to carry out a careful assessment and offer you a suitable solution.