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Coco Reina

Quality Guarantee

Effective

This page sets out what we commit to, in writing, on every order: the certificate of analysis that travels with every shipment, how an approved sample can bind production, the deadline for raising a claim, what happens when a claim is accepted, what a claim needs, and the limits of what we cover. It does not replace your contract. A shipment is governed by the written contract, proforma invoice and documents agreed for that shipment, and those documents prevail over anything published here.

The promise in plain words

  1. 1. A batch COA with every shipment

    A batch certificate of analysis (COA) accompanies every shipment we load, so that what you receive can be checked against what was measured. What a certificate of analysis proves, and what it does not.

  2. 2. The approved sample as the production reference, if you ask

    On the buyer’s request, the factory signs a retained-sample agreement making the approved sample the production reference for the order. The terms are not recorded on our side: the buyer proposes the form. How to write a golden-sample clause.

  3. 3. A claims window for quality and quantity

    A quality or quantity claim is raised with the export desk. Within 7 days of receipt; after that the goods are deemed accepted.

How to raise a claim

  1. 1. Inside the window

    Within 7 days of receipt; after that the goods are deemed accepted. That lands sooner than most first-time importers expect, and is a reason to have someone ready to open cartons on arrival.

  2. 2. To the export desk

    By WhatsApp on +628213924038 or by email to export@coconutcharcoal.org. Both reach the same desk.

What happens when a claim is accepted

If a quality or quantity claim is accepted, the affected quantity is replaced or credited on your next order. Goods are not shipped back: charcoal travels as dangerous goods, so a return costs more than it recovers. A claim is settled on the evidence, and the affected goods stay with you.

What a claim needs

For a quantity or damage claim: photographs or video of the cartons with the batch code visible, and the packing list. For a quality claim: a report from an accredited laboratory on a sample drawn from the shipment, which we compare with the sample we keep from the same batch. The test is at your cost, and we reimburse it if the claim is upheld.

Limits, and what this guarantee does not cover

Our liability on a claim is limited to the invoice value of the affected goods. We are not liable for indirect or consequential losses, such as lost sales, demurrage or storage charges. This guarantee does not cover damage or moisture after delivery from storage or handling; loss or damage in transit, which is a claim against the carrier or your cargo insurer; claims raised after the 7-day window; or goods repacked, relabelled or altered after delivery.

Guarantee Q&A

How long do I have to raise a claim?

Quality and quantity claims are raised within 7 days of receipt; after that the goods are deemed accepted.

Where do I send a claim?

To the export desk, by WhatsApp on +628213924038 or by email to export@coconutcharcoal.org. Both reach the same desk.

What happens when a claim is accepted?

If a quality or quantity claim is accepted, the affected quantity is replaced or credited on your next order. Goods are not shipped back: charcoal travels as dangerous goods, so a return costs more than it recovers. A claim is settled on the evidence, and the affected goods stay with you.

What does a claim need?

For a quantity or damage claim: photographs or video of the cartons with the batch code visible, and the packing list. For a quality claim: a report from an accredited laboratory on a sample drawn from the shipment, which we compare with the sample we keep from the same batch. The test is at your cost, and we reimburse it if the claim is upheld.

What are the limits, and what does this guarantee not cover?

Our liability on a claim is limited to the invoice value of the affected goods. We are not liable for indirect or consequential losses, such as lost sales, demurrage or storage charges. This guarantee does not cover damage or moisture after delivery from storage or handling; loss or damage in transit, which is a claim against the carrier or your cargo insurer; claims raised after the 7-day window; or goods repacked, relabelled or altered after delivery.

What comes with a shipment to check it against?

A batch certificate of analysis (COA) accompanies every shipment.

Can the approved sample be made binding on the order?

Yes, if you ask for it. On the buyer’s request, the factory signs a retained-sample agreement making the approved sample the production reference for the order. The terms are not recorded on our side: the buyer proposes the form.

Does this page replace our contract?

No. A shipment is governed by the written contract, proforma invoice and documents agreed for that shipment, and those documents prevail over anything published here.

Who gives this guarantee

PT Coco Reina Global Charcoal. Production site: KP. Wahiya RT.002 RW.004, Desa Gunung Sindur, Kec. Gunung Sindur, Bogor, Jawa Barat 16340, Indonesia.

The documents agreed for your shipment prevail over this page. How this website itself may be used is covered by the website terms of use.