Customer manual 2024 - all

In addition to the requirements listed here, the steps to be taken are indicated for each type of complaint. For complaints that are not related to items ordered from Lekkerland, but are related to our service, the point of sale employee can of course also contact Lekkerland’s customer service. Complaints regarding (daily) fresh and frozen products and medicines In the case of (daily) fresh and frozen products, the item will not be taken back unless expressly agreed otherwise. The reason for this is that in this case Lekkerland cannot guarantee that the items have been stored under the correct temperature and therefore cannot guarantee the quality of these items. Short delivery: complaint about deviation in quantity delivered. A check is made of the collection process, from which two options follow: 1. The product shortfall will be credited after assess ment and agreement by Lekkerland. 2. Any rejection of a credit request due to an alleged shortage will be justified by Lekkerland in writing or by telephone. Overdelivery: complaint regarding deviation in quantity delivered In case of overdelivery, the customer has the following options: • The customer decides to KEEP the overdelivered item; • A return ticket is made. The item will be taken back by the driver on the next delivery, if the item is in the same condition and still saleable by Lekkerland. • If the item is not returned, Lekkerland can as yet invoice this item. • The customer decides to NOT KEEP the overdelive red item: the item will be invoiced.

Short delivery and/or overdelivery complaints regarding tobacco products

Wrong number of outer boxes The number of tobacco product outer boxes to be delivered is stated on the delivery document. If a car ton is missing, this must be indicated on the delivery document (stating the number of the missing carton, e.g. outer box 2 of 5). Damaged outer box / damaged seal If damaged cartons are found during the counting of the tobacco product outer boxes or if the sealing tape used to seal the outer box is damaged, a joint check on the content of the cartons will be carried out by the Lekkerland driver with the point of sale employee. This involves checking at item level. After checking, the PDA is signed. Incorrect content of outer box If the number of items delivered differs from the number of items ordered on the delivery note, this must be reported to Lekkerland. This involves both short deliveries and overdeliveries. • Lekkerland checks the correctness of the com plaint. • The collection process of tobacco products at Lek kerland takes place in accordance with EU regula tions (TPD-II), whereby the flow of goods can be traced from the producer to the point of sale. • If the complaint is justified, the undelivered items will be credited. • The over-delivered items will be returned the next delivery, unless the point of sale has indicated that it wishes to keep them. In the latter case, Lekker land will invoice these items.

Het gaat er om hoe je de dingen oplost.”

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