Two policies, one family
Export containers and Multan retail bags are not the same claim. Export quality is judged at the destination port within 48 hours. Domestic khaad, seed, and feed returns are judged at the Shesha Basti Talab counter within 7 days if the seal is intact.
Quality complaint window
Quality complaints must be raised within 48 hours of arrival at the destination port, supported by:
- Photographs of the affected goods at break-bulk
- Photographs of the reefer container temperature log (if sea reefer)
- Customs / surveyor's clearance report
- Quantity affected (cartons / bags / bales)
Complaints raised after 48 hours are not adjudicated. This window aligns with standard PFVA, KCCI, and PFA trade norms for perishable Pakistani agricultural exports.
Adjudication
On receipt of a valid complaint, we will:
- Acknowledge within 24 hours
- Request additional evidence or commission a joint third-party survey (cost-shared) within 5 business days
- Adjudicate within 14 business days of complete evidence
Outcomes:
- Credit note — applied to your next consignment, valued at the cost of the affected portion
- Replacement — equivalent volume shipped on the next available vessel, freight at-cost
- Refund — by bank transfer, valued at the FOB cost of the affected portion
Exclusions
We do not adjudicate complaints arising from:
- Buyer-side cold-chain failure (verified by reefer container temperature log)
- Buyer-side delayed clearance (over 5 days at destination port)
- Buyer-side retail or storage temperature outside the recommended range
- Customs holds or document issues attributable to the buyer's broker
- Force majeure events (port closures, weather, vessel breakdowns)
Fertilizer / seed / feed retail
For our domestic fertilizer, seed, and feed retail customers in Pakistan: returns are accepted within 7 days of purchase if the seal is intact and the bag is undamaged. Counterfeit-detection complaints (any bag without anti-counterfeit seal, batch number, or manufacture date) are handled immediately — we will replace the bag at no cost while we investigate the supply chain.
Contact
For complaints, email info@zarkaaragri.com with "Quality Complaint — [Consignment Number]" in the subject line, or WhatsApp +92 300 0465810.