Legal
Claims Policy
We work with perishable product and we know that sometimes something arrives different from what was agreed. When that happens, we want to know soon so we can fix it. This page explains how to report a problem and what information helps us handle it well.
How to report a problem
Message us on WhatsApp or email ventas@tropicalfrespi.com with your order reference (for example, TF-2026-000123) and photos of the product as it arrived. The sooner you report it, the easier it is to verify the product's condition and resolve the issue.
What information to include
- Your order or quote reference.
- Your business name and the delivery date.
- Which product has the problem and in what quantity (for example: 2 of the 6 boxes).
- Clear photos of the product and its packaging, taken when you detected the problem.
- What you expect as a resolution: replacement, an invoice adjustment or another alternative.
How we follow up
Every claim is logged under your reference and handled by a person on the sales team. We review the information, get back to you as quickly as we can during business hours, and agree on the resolution with you before closing the claim. If the case requires physically inspecting the product, we let you know in the same conversation.
A recommendation when receiving your order
Check the product at the time of delivery whenever you can. Catching a problem on receipt makes the claim faster to verify and resolve for both sides.
Changes to this policy
This version is a draft under legal review. The final version and its updates will be published on this same page.