RETURNS, REFUNDS & CLAIMS POLICY
Last Updated: September 2026
1. About This Policy
Filofax Global Trade supplies agricultural and food products, including fresh flowers, fruits, vegetables, herbs, coffee,
tea, nuts, and other selected products.
Some of our products, particularly fresh flowers, fruits, vegetables, and herbs, are perishable goods. Their
condition can be affected by handling, temperature, transportation, storage, customs clearance, delays, and
other factors after dispatch.
For this reason, returns and refunds for perishable products are handled differently from ordinary non-
perishable goods.
2. Important: Insurance for Perishable Shipments
We strongly encourage buyers to arrange appropriate cargo or transport insurance for their shipments,
particularly for international shipments and high-value or perishable orders.
Insurance can provide protection against certain risks that may occur during transportation, depending on the
policy and coverage purchased.
The responsibility for arranging and paying for insurance depends on the agreed Incoterms®, quotation, and
commercial agreement.
For example:
●Under CIF, the seller is generally responsible for arranging the required insurance specified under the
applicable Incoterm.
●Under FOB, the buyer generally arranges and bears the cost of main transportation and any desired
cargo insurance.
●Under a custom commercial arrangement, insurance responsibilities will be stated in the quotation or
written agreement.
Buyers should carefully review the insurance coverage, exclusions, limits, and claims procedure before
shipment.
Faxfilo Global Trade does not recommend relying on uninsured transportation for valuable or perishable shipments.
3. Perishable Goods
Because fresh agricultural products have a limited shelf life, they may naturally experience changes in
appearance, moisture, freshness, colour, or condition during transportation.
The condition of a shipment may be affected by factors including:
●Transportation duration
●Flight or shipping schedules
●Temperature conditions
●Handling during transit
●Storage conditions
●Customs clearance delays
●Destination handling
●Weather conditions
●Import procedures
●Buyer-side storage
●Delays or circumstances outside Filofax Group's control
For this reason, returns of perishable products are generally not accepted simply because the buyer changes
their mind or because the product has naturally deteriorated after delivery due to transit or storage conditions.
4. Inspection Upon Arrival
Buyers should inspect shipments as soon as reasonably possible after receipt.
For fresh flowers and other perishable products, prompt inspection is particularly important.
Where possible, the buyer should check:
●Quantity received
●Product variety or specification
●Packaging condition
●Visible damage
●Signs of improper handling
●Freshness and general condition
●Temperature or storage condition where applicable
Any serious issue should be reported to Filofax Group as soon as it is identified.
5. Claims for Damaged or Non-Conforming Goods
If you believe that goods have arrived damaged, incomplete, or materially different from the agreed
specifications, please contact us promptly.
A claim should normally include:
●Order or quotation reference
●Product name
●Quantity affected
●Description of the issue
●Date and time of receipt
●Destination
●Clear photographs or videos where available
●Packaging condition
●Relevant transport or delivery information
●Any inspection or carrier documentation available
For international shipments, buyers should also notify the relevant carrier, freight provider, insurer, or
customs/handling agent where the circumstances indicate that the issue may have occurred during
transportation.
6. Claims for Fresh Flowers
For fresh flowers, claims should be submitted as soon as possible after receipt, preferably within 24 hours,
because flower condition can change rapidly after arrival.
The buyer should follow appropriate flower aftercare procedures, including:
1.Unpack the flowers carefully.
2.Prepare clean water with suitable flower food.
3.Make a fresh cut of approximately 2 cm at the bottom of the stems.
4.Place the flowers in suitable cold storage or an appropriate controlled environment.
5.Follow any product-specific handling instructions provided by Faxfilo Group.
Where a claim is made, the buyer may be asked to provide photographs or videos showing the flowers and
packaging as received.
7. Claims for Other Perishable Products
For fruits, vegetables, herbs, and other fresh products, buyers should inspect the shipment immediately or as
soon as reasonably possible after delivery.
Claims relating to visible damage, shortage, spoilage, or material non-conformity should be reported promptly.
The applicable claim period may depend on the product, destination, transportation method, and agreed
commercial terms.
8. Transportation and Transit Damage
Where damage appears to have occurred during transportation, the buyer should notify the relevant carrier
and, where applicable, the cargo insurer.
Depending on the agreed Incoterms®, transportation risk may transfer from Faxfilo Global Trade to the buyer at a
specified point.
Faxfilo Global Trade will cooperate reasonably by providing available commercial and shipment documentation
needed to support a legitimate transport or insurance claim.
9. Insurance Claims
Where the shipment is insured, the buyer may need to submit a claim directly to the insurer or through the
applicable transport provider.
Faxfilo Global Trade may provide relevant documents available to us, such as:
●Commercial invoice
●Packing list
●Shipment information
●Transport documentation
●Product documentation
●Other documents reasonably required to support the claim
The final decision regarding an insurance claim is made by the applicable insurer according to the insurance
policy.
10. Returns
Because many of our products are perishable, returns are generally not accepted without prior written
approval from Faxfilo Global Trade.
Do not dispose of, return, or destroy products that are the subject of a claim unless instructed or agreed with
us, except where necessary for health, safety, regulatory, or other legal reasons.
If a return is approved, Faxfilo Global Trade will provide instructions regarding the appropriate return process.
Return transportation costs and responsibility will depend on the circumstances of the claim and the agreed
commercial terms.
11. Refunds and Replacements
Where a claim is accepted, the appropriate remedy may include, depending on the circumstances:
●Replacement of affected goods
●Credit against a future order
●Partial refund
●Full refund for the affected portion
●Another commercially agreed solution
The appropriate remedy will depend on the nature of the issue, the evidence provided, the agreed product
specifications, the applicable Incoterms®, and the circumstances surrounding the shipment.
A refund or replacement is not automatic merely because a product has deteriorated during transportation or
after delivery.
12. Situations Generally Not Covered
Claims may not be accepted where the issue results primarily from circumstances outside Faxfilo Global Trade
responsibility, including:
●Improper handling after delivery
●Incorrect storage
●Failure to maintain required temperature conditions
●Delayed collection by the buyer
●Delayed customs clearance attributable to the buyer or destination authorities
●Failure to follow provided aftercare instructions
●Natural deterioration of perishable goods
●Buyer-caused transportation delays
●Incorrect import documentation supplied by the buyer
●Changes made to the order after confirmation without approval
●Events beyond reasonable control
This does not limit any rights or remedies that may apply under the applicable law or agreed commercial
contract.
13. Buyer Responsibility for Destination Requirements
The buyer is responsible for providing accurate destination information and, where applicable, ensuring that
the required import permits, licences, customs documentation, phytosanitary requirements, and other
destination-country requirements are in place.
Delays caused by missing or incorrect buyer-side documentation may affect the condition of perishable
goods.
14. Quality at Dispatch
Faxfilo Global Trade aims to supply products according to the agreed specifications, quality requirements, and
commercial terms.
For fresh products, quality is assessed with consideration to the nature of the product and its condition at the
time of packing and dispatch.
Perishable goods cannot be expected to remain in exactly the same condition throughout an international
supply chain.
15. Customer Cooperation
To help protect the quality and value of your shipment, buyers are encouraged to:
●Arrange appropriate cargo insurance
●Provide accurate destination information
●Confirm import requirements before shipment
●Arrange timely collection
●Use suitable cold-chain or temperature-controlled facilities where required
●Inspect goods immediately upon arrival
●Follow recommended handling and aftercare procedures
●Notify the carrier and insurer promptly when transportation damage is suspected
These steps can help reduce avoidable losses and support a smoother claims process.
16. Custom Commercial Agreements
Where a quotation, purchase order, Letter of Credit, sales agreement, or other written commercial agreement
contains specific provisions relating to insurance, inspection, claims, returns, refunds, or quality, those agreed
provisions will apply to the relevant transaction.
For international transactions, the agreed Incoterms® will also determine important responsibilities relating to
transportation, insurance, delivery, and risk.
17. How to Submit a Claim
Please contact Faxfilo Global Trade as soon as possible after identifying an issue.
Email: sales@faxfiloglobaltrade.co.ke
Please include your order reference and supporting photographs, videos, and shipment information where
available.
We will review the information and advise you on the next steps.
18. Contact Us
Faxfilo Group
Kenya
Email: info@faxfiloglobaltrade.co.ke
Sales: sales@faxfiloglobaltrade.co.ke
Website: https://www.faxfiloglobaltrade.co.ke
Important Notice
This policy is intended to explain Faxfilo Global Trade general approach to returns, refunds, insurance, and claims.
Because international agricultural trade involves different products, destinations, transportation methods, and
Incoterms®, the specific terms applicable to an individual transaction may differ and will be stated in the
relevant quotation, purchase order, or commercial agreement.
For valuable or perishable shipments, buyers are strongly encouraged to obtain appropriate insurance and
understand the coverage before shipment.