Returns & Refund Policy

1. Scope

This policy applies to all Goods supplied by Bruckmann Foods (a trading division of Bruckmann GmbH) to business customers. As a B2B supplier of food-grade and cosmetic raw materials, we cannot accept "change of mind" returns — once Goods leave our warehouse the cold-chain, hygiene and traceability of the batch can no longer be guaranteed. We do replace or refund Goods that are defective, non-conforming, damaged in transit (where risk had not yet passed) or shipped in error.

2. Inspection Windows

• Visible defects, transport damage, shortages, wrong product: notify in writing within 7 calendar days of delivery.
• Latent defects (non-conformity not detectable on routine inspection): within 30 calendar days of delivery and in any case before the product is used in further processing.
• Microbiological / analytical non-conformity: within 30 calendar days of delivery, supported by a CoA from an ISO 17025 accredited laboratory.

Beyond these windows, Goods are deemed accepted.

3. How to file a claim

1. Email claims@bruckmannfoods.com with subject line "Claim — [PO number]".
2. Attach: copy of invoice, packing list, batch number, photos of pallet/packaging/seal, photos of the defect, and a CoA if analytical.
3. Quarantine the affected Goods. Do not return, destroy or dispose of any product until we issue written instructions.
4. We acknowledge receipt within 2 business days and issue a decision within 15 business days of receiving all supporting evidence.

4. Remedies

Where a claim is accepted, we will, at our option:

• Replace the affected Goods at no additional cost, delivered on the original incoterm;
• Issue a credit note against the affected invoice; or
• Refund the invoice value of the affected Goods.

Refunds are processed within 14 business days of approval to the bank account from which payment was received. Our liability is limited per Section 11 of the Terms.

5. Return logistics

Where physical return is required, we issue an RMA (Return Material Authorisation) with the address, carrier and packaging instructions. Returns shipped without an RMA are refused. For accepted defect claims we cover return freight; for claims we ultimately reject the Buyer bears return freight and quarantine handling costs.

6. Exclusions

• Goods altered, repacked, blended or further processed by the Buyer or its sub-contractors;
• Goods stored outside the conditions stated on the TDS (e.g. temperature, humidity);
• Goods beyond their stated shelf life or "best before" date;
• Custom-blended or made-to-order specifications, unless non-conforming to the agreed specification;
• Cosmetic differences (colour shade, particle size, viscosity) within the tolerances stated on the TDS.

7. Cancellation of orders

Confirmed orders may be cancelled only with our written agreement. Cancellation after we have committed raw material or scheduled production may be subject to a cancellation fee covering documented costs incurred (max 30% of order value).

8. Consumer rights

This policy does not apply to consumers. Our Website and products are not offered to consumers and no statutory consumer right of withdrawal (e.g. under EU Directive 2011/83/EU) is available.

9. Contact

Claims & returns: claims@bruckmannfoods.com