Returns & Claims Policy
1. B2B Returns Policy
Frassor supplies professional customers, including landscapers, gardeners, contractors, resellers, groundskeepers and other B2B users.
Because our products are supplied for professional and business use, B2B orders do not automatically qualify for the consumer right of withdrawal or a standard 14-day trial period. Returns are only accepted after prior approval from Frassor.
2. Requesting a Return
If you would like to return a product, please contact our customer service team before sending anything back.
Please include:
Order number
Company name
Contact person
Product name
Quantity
Reason for return
Photos, where relevant
After reviewing your request, our team will confirm whether the return can be accepted and provide return instructions if applicable.
Products sent back without prior approval may be refused or returned to the sender.
3. Return Conditions
A return may only be accepted if the product is:
Unused
Unopened
Undamaged
Complete
In its original packaging
Suitable for resale
Returned within the approved return period
Accompanied by the return information provided by Frassor
Frassor reserves the right to refuse a return if the product has been opened, used, damaged, incorrectly stored, contaminated, partly consumed, repacked or is no longer suitable for resale.
4. Products That Cannot Normally Be Returned
The following products are generally excluded from return:
Opened products
Used or partially used products
Damaged products
Products with broken seals
Products with limited shelf life
Special-order products
Custom-made or customer-specific products
Bulk orders or pallet orders
Products that have been mixed, applied or processed
Products that have been stored incorrectly after delivery
Products no longer suitable for resale
5. Return Costs
Unless Frassor delivered an incorrect or defective product, the Customer is responsible for the direct cost of returning the products.
Frassor may deduct handling, inspection, transport or restocking costs from any approved refund or credit note.
Return shipping remains at the Customer’s risk until the products have been received and inspected by Frassor.
6. Refunds and Credit Notes
Approved returns will be inspected after arrival.
If the return is accepted, Frassor may issue a refund, credit note or replacement, depending on the situation and prior agreement.
Refunds or credit notes are only issued for products that meet the approved return conditions.
Original delivery costs are not normally refunded unless the return is the result of an error by Frassor.
7. Incorrect or Missing Products
If you receive an incorrect product or if products are missing from your order, please contact us as soon as possible after delivery.
Please provide:
Order number
Product details
Photos of the delivered goods and packaging
Description of the issue
Once the issue has been reviewed, Frassor will provide an appropriate solution, such as replacement delivery, correction of the order, credit note or another suitable arrangement.
8. Transport Damage
The Customer must inspect the delivery immediately upon receipt.
Visible transport damage should be reported as soon as possible, preferably within 48 hours after delivery. Please provide clear photos of:
The damaged product
The outer packaging
The shipping label
The pallet or parcel condition
Any visible carrier damage
If possible, note visible damage with the carrier at the moment of delivery.
Late reporting of visible transport damage may make it difficult or impossible for Frassor to submit a claim with the carrier.
9. Product Quality Claims
If you believe a product is defective or does not meet the agreed specifications, please contact Frassor with full details.
Please include:
Order number
Product name and batch number, if available
Photos of the product
Description of the issue
Storage conditions
Application details, if the product has already been used
Frassor may request additional information in order to assess the claim properly.
10. Product Use and Application Responsibility
Frassor products must be stored, handled and applied according to the product label, technical data sheet, safety data sheet, dosage advice and application instructions.
Results may depend on soil condition, weather, crop or grass type, water availability, application method, equipment, dosage and maintenance programme.
Frassor cannot accept returns or claims caused by incorrect storage, incorrect application, overdosing, unsuitable use, mixing with other products, or failure to follow product instructions.
11. How to Contact Us
For return requests, delivery issues or product claims, please contact our customer service team.
Frassor B.V.
Koningsspil 6b
7773 NK Hardenberg
The Netherlands
Email: [email protected]
Website: frassor.com
Please include your order number and company details so we can process your request faster.
