Claims, Returns & Damaged Goods Policy

Scope

This policy sets out how Oneday FMCG Trading Limited Company handles claims on wholesale export shipments. It is a business-to-business policy. Because goods are sold for resale in full container loads, we do not operate a consumer-style returns or change-of-mind policy. This policy forms part of our Terms and Conditions of Sale.

Inspection on Arrival

The Buyer must inspect the consignment on arrival. Before devanning, check that the container seal number matches the bill of lading and photograph the intact seal and the loaded container. Count and inspect the goods during discharge. Where damage or shortage is apparent, note it on the delivery receipt and, where relevant, lodge a protest with the carrier immediately — carriers impose their own short notification deadlines and a late notice can extinguish an otherwise valid claim.

Claim Deadline

Claims must be notified in writing to info@onedayfmcg.com within seven (7) days of the container being made available for devanning at the Buyer's premises or nominated warehouse, quoting the Proforma Invoice number and container number. Latent quality defects that could not reasonably have been found on inspection must be notified within seven days of discovery and in any event within the product's shelf life. Goods not notified within these periods are treated as accepted.

Evidence Required

To assess a claim we need, as applicable:

• Proforma Invoice number, container number and seal number;
• Photographs of the container seal before opening and of the load in situ before discharge;
• Photographs of the affected cartons showing carton markings, and of the affected units showing batch and date codes;
• The quantity affected, expressed in units and in cartons;
• The packing list marked to show which lines and quantities are affected;
• Any carrier delivery receipt, damage note or exception report;
• For quality claims, a description of the defect and how it was identified.

Please retain the affected goods and their packaging until the claim is settled. Goods disposed of, sold or destroyed before assessment cannot be claimed for.

Types of Claim

• Shortage — quantity delivered is less than the packing list. Assessed against loading records and, where available, loading photographs.
• Transit damage — crushing, wetting or handling damage during carriage. Where risk had passed under the agreed Incoterm this is normally a matter for the cargo insurer and the carrier; we will provide the documentation needed to support that claim.
• Wrong item supplied — goods do not match the specification recorded on the Proforma Invoice.
• Quality non-conformity — a genuine product defect attributable to production or to condition at the time of dispatch.
• Shelf life shortfall — remaining shelf life on dispatch is materially less than that confirmed on the Proforma Invoice.

Independent Survey

For claims of significant value, or where the parties do not agree on cause or extent, either party may request an inspection by an independent surveyor at the destination. The cost of the survey is borne by the party whose position the survey does not support, unless agreed otherwise in advance.

How Claims Are Resolved

Where a claim is accepted, resolution is normally one of the following, at our reasonable option and in discussion with you: replacement quantity supplied free of charge on the next shipment; a credit note applied against the next order; or a refund of the invoice value of the affected goods. Our liability is limited to the invoice value of the goods giving rise to the claim, as stated in our Terms and Conditions of Sale. We do not compensate for lost onward sales, lost margin, marketing costs, demurrage, storage or destination handling costs.

Claims We Cannot Accept

• Change of mind, over-ordering, or goods that did not sell in the destination market;
• Changes in market price, exchange rate or demand after the order was confirmed;
• Deterioration caused by storage or handling at destination outside the conditions stated on the pack;
• Manufacturer changes to artwork, pack weight or formulation where no fixed specification was agreed in writing before the order — see our Product Quality & Shelf Life Policy;
• Non-compliance with a destination-market requirement that was not notified to us before the order was confirmed;
• Goods that have been repacked, relabelled, decoded or altered after delivery;
• Claims notified after the deadlines set out above, or unsupported by the evidence listed above.

Returns of Goods

Goods are not returned to Vietnam. Return freight on FMCG almost always exceeds the value of the goods, and re-importation raises customs and food safety issues that make it impractical. Accepted claims are therefore settled by replacement, credit or refund rather than by physical return. Where affected goods must be destroyed, we may ask for a certificate of destruction from a competent authority or an independent third party.

Recalls

If a manufacturer initiates a recall or withdrawal affecting goods supplied to you, we will notify you as soon as we are informed, provide the affected batch and date-code details, and cooperate with the traceability information you need. Actions required in the destination market are the responsibility of the party that placed the goods on that market.

Contact Information

Oneday FMCG Trading Limited Company
Office No. T17-26, T17 Street, The Manhattan Glory, Vinhomes Grand Park, Long Binh, Ho Chi Minh City, Vietnam
Email: info@onedayfmcg.com
Phone / WhatsApp / WeChat / Viber: +84 904094478
Website: https://onedayfmcg.com

For questions about this policy, write to info@onedayfmcg.com with the policy name in the subject line.

Last updated: 8 August 2026.