Remedy & Replacement Protocol

Effective 9 September 2026 · Apex traders revision

A. Claim window

Seed packets are moisture-sensitive. Log a remedy request within 36 hours of the first successful delivery scan.

B. Qualifying events

• SKU or pack size mismatch versus the invoice.
• Transit damage that leaves packets wet, crushed, or unusable for sowing.
• Courier “delivered” status with no parcel received (supported by address evidence).

C. Outside the protocol

• Natural seed speck variation or minor print scuffs.
• Delays from wrong PIN codes or unanswered delivery calls.
• Packets opened, sown, or discarded before a ticket is filed.

D. How to raise a case

Use Track & Support with order ID, a short narrative, and photos of carton + affected sachets. The lattice desk aims to first-respond within two business days.

E. Outcomes

Approved cases may resolve as partial refund, replacement dispatch (stock permitting), or ledger credit — chosen to restore sowing utility fastest.