Heco Fruit Complaints

We make every effort to ensure that our strawberries are delivered fresh, properly packaged, and in accordance with the agreed order. Due to the nature of fresh fruit, please check the quality, quantity, and condition of the packaging immediately upon receipt of delivery.

How to submit a complaint?

Complaints should be sent to the email address: sales@deconell.com.

In your notification, please provide: • company name or buyer’s full name, • order, invoice, or WZ document number, • date and time of delivery receipt, • product name and strawberry variety, • batch/lot number located on the packaging or label, • number of claimed packages or kilograms, • detailed description of the identified issue, • expected resolution of the complaint, • photos of the claimed product, master cartons/packaging, labels, and the entire pallet or delivery.

If possible, please also provide the product temperature or cargo space temperature at the time of receipt.

Notification deadline

Please report visible damage, quantitative shortages, or product quality concerns immediately upon receipt and note them on the WZ or transport document.

For business clients, please send a full notification within 24 hours of delivery receipt at the latest. Defects that could not be noticed during receipt must be reported immediately upon discovery.

Securing the claimed product

Until a response is received, please, where possible: • keep the claimed product in its original packaging, • store it under appropriate refrigerated conditions, • retain the label and batch number, • do not discard or dispose of the entire claimed batch without prior contact with Heco Fruit, unless further storage could pose a food safety hazard.

Heco Fruit may request additional photos, documents, a product sample, or access to inspect the claimed batch.

Complaint handling

Each complaint is handled individually based on the submitted information, photographic documentation, transport and storage conditions, and agreed order terms.

Consumer purchases

A consumer who purchased Heco Fruit strawberries at a retail store or supermarket chain should file a complaint directly with the retailer where the purchase was made.

The above procedure does not limit consumer rights under applicable law.