Claims Policy

Trust between partners is vital.

C.I. FLORES DE APOSENTOS S.A.S., international flowers exporter is currently certified in the RAS (Recirculating Aquaculture System) environmental standard. Seeking and maintaining continuous improvement in all of our processes we are applying good agricultural practices in health, security, environment, social, and quality.

Due to the perishable nature of our product, you may experience an occasional problem with your shipment. The following guidelines, policies and procedures have been stablished in case our customers need to file a claim. 

All the flowers must be inspected upon arrival.

Report any problem that may lead to a claim request to your sales person, by e-mail within the next 10 days count since the flowers were dispatched from the farm. If the claim is not filed on time, we cannot accept the claim.

Never discard, throw away or destroy the flowers impacted before documenting with pictures and papers.

Please, include the following information when starting a claim:

1. Date of shipment
2. AWB number
3. Invoice number
4. Variety (Carnation, Spray Carnation, varierty name) and assortment
5. Amount of flowers with issues (boxes, bunches, stems)
6. Cost - amount of the claim
7. Brief description (please be as specific as possible)
8. Photographic records (include box labels, and any other information that can help to describe and document the issue).

All sales are FOB (Free On Board) Bogota. Therefore, no claims on freight will be accepted.

In case of claim, please send your Credit Application through e-mail (within 10 days after departure) to the person in charge of your account.

Problems in transportation, delays in flights, lost boxes, damaged boxes, and on-board temperature changes are responsibility of your cargo agency. Please, contact them directly to solve these kinds of claims.



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