Farmella Quality Guarantee

At Farmella, we stand behind the quality of every shipment. Our commitment to excellence means you can trust our sweet potatoes to meet the highest European import standards.

1. Quality Assurance

All Farmella products undergo rigorous quality control:

  • Pre-shipment inspection by certified quality assessors
  • Phytosanitary certification from Egyptian authorities
  • Temperature monitoring throughout cold chain logistics
  • Detailed documentation including photos and quality reports

2. Claims Procedure

Timeframe: Quality claims must be submitted within 48 hours of cargo arrival at the destination port or warehouse.

Documentation Required:

  • Written claim description with specific issues
  • Photographs clearly showing the defects or damage
  • Original packaging labels and lot numbers
  • Independent surveyor report (for claims exceeding $5,000)

3. Eligible Claims

We accept claims for:

  • Quality Defects: Products not meeting agreed specifications (size, color, sugar content)
  • Transit Damage: Spoilage or physical damage during shipping
  • Documentation Errors: Incorrect certificates or paperwork affecting customs clearance
  • Short Shipment: Quantity received less than invoiced amount

4. Claim Resolution

Upon receiving a valid claim, we will:

  1. Acknowledge receipt within 24 hours
  2. Investigate and respond within 5 business days
  3. Offer appropriate resolution (credit, replacement, or partial refund)

5. Resolution Options

  • Credit Note: Applied to your next order
  • Replacement Shipment: Priority dispatch of replacement goods
  • Partial Refund: Pro-rata refund based on affected quantity
  • Full Refund: In cases of complete shipment rejection (rare)

6. Exclusions

We are not liable for:

  • Damage caused by improper handling after delivery
  • Quality deterioration due to buyer’s storage conditions
  • Claims submitted after the 48-hour window
  • Normal variations in agricultural products within acceptable ranges
  • Force majeure events beyond our control

7. Dispute Resolution

If we cannot reach agreement, disputes may be referred to an independent agricultural surveyor or arbitration as specified in our Terms and Conditions.

8. Contact for Claims

Submit all claims to:

Email: claims@farm-sweet.com
Phone: +20 1015199906
Include: Order number, container number, and all supporting documentation

Last updated: January 2026