Return & Refund Policy

At Domingos Alves Herdeiros, we take pride in supplying high-grade sunflower oil products (Refined RBD, High Oleic, Crude, and Cold-Pressed) that comply with strict European Union food safety and international B2B quality standards.

Because we specialize in commercial bulk supply, flexitank shipments, and custom retail packaging (Private Label), our return and refund guidelines reflect standard international commercial trade practices (Incoterms 2020).

1. Pre-Shipment Inspection & Quality Assurance

To prevent quality disputes and ensure total transparency:

  • Certificates of Analysis: Every batch is tested and accompanied by an official Certificate of Analysis (CoA) prior to dispatch.
  • Third-Party Inspection: Buyers have the right to arrange independent pre-shipment inspection (e.g., SGS, Bureau Veritas) at the port of origin or processing facility at their own expense prior to dispatch.
  • Approval Before Loading: Once the buyer accepts the pre-shipment inspection or CoA and authorizes dispatch, the order is deemed approved for delivery.

2. Order Cancellations & Modifications

  • Standard Orders: Cancellations or order modifications are accepted within 24 to 48 hours of order confirmation, provided the goods have not been dispatched or bottled.
  • Private Label & Custom Orders: Orders involving custom bottling, customer-specific branding/labeling, or specialized packaging (e.g., dedicated flexitank prep) cannot be canceled once production or packaging has commenced.
  • Deposit Non-Refundability: Any production deposit paid for customized or private-label orders is non-refundable once printing or bottling has begun.

3. Claims for Damaged, Defective, or Non-Conforming Goods

Given the nature of food-grade bulk liquid logistics, physical returns of delivered oil are generally not accepted unless explicitly agreed upon in writing. In the event of damaged or non-conforming goods:

  1. Inspection Upon Receipt: The buyer must inspect all goods immediately upon delivery at the destination port or warehouse.
  2. Notice of Claim: Any discrepancies regarding volume, container seal integrity, physical damage, or quality non-conformity must be submitted in writing within 48 hours of receipt to sale@domingosalves.com.
  3. Required Documentation: All claims must be accompanied by:
    • Photos/videos showing container seal numbers, damaged packaging, or compromised goods.
    • A copy of the signed Bill of Lading (B/L) or CMR with written reservations noted at the time of delivery.
    • Joint inspection report or independent laboratory analysis (if quality non-conformity is claimed).

4. Resolution & Refunds

If a claim is verified and approved by our quality control and legal team:

  • Replacement: We will arrange for a replacement shipment of equal quantity at the earliest available vessel/transit schedule.
  • Credit Note / Refund: If replacement is not feasible, a credit note or direct refund for the affected volume will be issued to the original payment method within 7 to 14 business days.
  • Partial Claims: Discrepancies in minor quantities or localized damage will be settled via proportional partial refund or credit toward your next contract.

5. Exclusions & Limitations

Refunds, returns, or replacement claims will not be granted under the following circumstances:

  • Claims reported after the 48-hour inspection window.
  • Storage, handling, or temperature misuse occurring after delivery/discharge at the buyer’s designated facility.
  • Delays or damage caused by third-party customs holds, port congestion, or force majeure events outside our direct operational control.
  • Goods purchased under EXW (Ex Works) or FOB terms where transit damage occurred after the risk transferred to the buyer or buyer’s freight forwarder.

6. Contact & Claims Submissions

For all policy inquiries, order adjustments, or formal claim submissions, please contact our logistics and trade department: