Customer manual 2024

Ambient | Fresh | Frozen | Non-food Customer manual. Version 1 | 2024

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Inhoud.

Contact details

06

About Lekkerland

08

ESG

10

Quality

14

Placing orders

18

Delivery

20

Complaints

24

Financial

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Item management

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Account management

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Customer-specific item management

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Disclaimer | Lekkerland Nederland B.V. has made every effort to ensure that the contents of this manual were accurate and up-to-date at the time of publication. It accepts no liability for any errors in this publication.

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We hope you find it useful!

Lekkerland is the expert in on-the-go consumption. We are your full-service partner and strive to make your business more successful. Our full focus is on the needs of our customers and their end consumers. Our mission is therefore to be ‘your most convenient partner’. This means products, deliveries and service of the highest quality, everywhere and at all times. Quality management is essential at Lekkerland, in all aspects and processes. It is therefore no surprise that entrepreneurs from all over Europe have relied on us for more than 65 years. At Lekkerland, you can always rely on a reliable and dedicated supplier. This handbook contains general information, guidelines, procedures and agreements that apply to Lekkerland Netherlands as well as all agreements that Lekkerland enters into with its customers. The provisions of the handbook may be reviewed annually, with an updated version being issued. Helpful, right?

Do have any questions? You are always welcome for a cup of coffee, or reach us by email or phone of course. We are ready to help you further!

Kind regards, Lekkerland Nederland B.V.

the convenience company

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Contact. Lekkerland Nederland B.V.

Customer satisfaction.

Lekkerland monitors its customers’ satisfaction on a monthly basis through a short telephone survey. This means that you may be called and asked a number of questions about Lekkerland. Lekkerland measures your customer satisfaction by asking to what extent you would recommend Lekkerland to others. According to this measurement method, results only count as positive if a rating of 9 or 10 is given on this question. Lekkerland strives to be the best partner our customers could wish for, but it is of course possible that you experience room for improvement in certain areas. Should that be the case, we would of course like to hear about it when we ask you about your satisfaction.

Head office Postbus 128 | 5690 AC Son Ekkersrijt 7601 | 5692 HR Son DC Son Postbus 17 | 5690 AA Son Ekkersrijt 7601 | 5692 HR Son

DC Waddinxveen Postbus 68 | 2740 AB Waddinxveen Distributieweg 8 | 2742 RB Waddinxveen DC Meppel Postbus 200 | 7940 AE Meppel Industrieweg 36 | 7944 HS Meppel

Customer service

088 747 41 00 klantenservice@lekkerland.nl

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Employee point of sale customer/ franchisees

Structural questions, problems and commercial issues

Head office Customer

All communication regarding: • General questions • Orders

Stock and THT related issues

All other issues

Commercial issues

• Complaints • Deliveries • Product range

Stock Management CVB Lekkerland

Lekkerland Customer service

Accountmanager Lekkerland

Account Support Lekkerland

Accountsupport

Supply Chain Management

Accountsupport Energy Stations energy.stations@lekkerland.nl

Ambient cvb.zkdo@lekkerland.nl

Accountsupport Food food@lekkerland.nl

Chilled and frozen cvb.vers.diepvries@lekkerland.nl

Accountsupport Convenience Food convenience.food@lekkerland.nl

Electronic Value cvb.tabak.waardepapieren.nonfood@lekkerland.nl

Accountsupport Tabak & Gemak tabakgemak@lekkerland.nl

Accounts payable administration

Send invoices for customer-specific assortment separately to: matching@lekkerland.nl

Team Lead Account Payable Ferry Jacobs ferry.jacobs@lekkerland.nl

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Lekkerland is the specialist for on-the-go consumpti on. We offer innovative retail solutions, tailor-made logistics services and a relevant, wide range of pro ducts in four European countries. Our customers offer consumers the convenience of on-the-go consumption. These include customers from sectors such as petrol, travel (train stations and airports), food service in retail (points of sale), fast service and convenience stores. In 2022, 5,400 employees delivered to over 74,000 points of sale across Europe. The Lekkerland Group’s turnover amounted to €14.2 billion. Since 2020, Lekkerland is part of the REWE Group, one of the leading food retail and tourism groups in Germany and Europe. In 2022, the REWE Group gene rated total sales of around EUR 84.8 billion. Founded in 1927, REWE Group is represented in 21 countries with more than 384,000 employees. Lekkerland Netherlands employs some 750 people, has 3 distribution centers and a fleet of 174 vehicles. About Lekkerland. Logistics model. Logistics activities mostly take place in a today-for-to morrow flow. This means that points of sale place an order in the morning on day A, which is delivered one day later, on day B. Lekkerland has its logistics operation fully in-house and also offers up-to-date IT solutions for maximum efficiency and flexibility with a focus on quality

Waddin Fre Fro Food/N

For more than 65 years...

Lekkerland customers can count on a reliable and committed supplier. With our up-to-date product range, highly efficient logistics and services in many different areas, we create added value for all our partners. We do everything to make you successful as an entrepreneur. It is no coincidence that our mission is to be ‘your most convenient partner’.

Transport.

Lekkerland is committed to an intricate and professional distribution network with nationwide coverage. The establishment of the logistics operation to its customers is carried out ¬by 174 own trucks, offering ambient, frozen and chilled products.

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Son.

The basis for the cooperation and the logistics model is therefore the principle of one-stop shopping where, wherever possible, the entire order from the points of sale for both refrigerated and non-refrigerated pro ducts is delivered in one go. The drivers are equipped with a PDA, in which all administrative matters sur rounding the delivery are registered.

DC Son has a working area of 30,250 m2 and is equipped with a 1,900 m2 cold room and a 1,800 m2 freezer cell. Around 200 employees handle the daily processing of the goods flow. DC Son handles the full-service operation (confectionery, beverages (non) food, fresh and frozen) for the Southern Netherlands region. A number of national logistics services are also or ganized from DC Son, including Ambient slow-move products, Picking on consumer unit (i.e. single item picking / convenience items), seasonal products for Saint Nicklaus, Christmas, Easter and car-care pro ducts. For all these national activities, ordered goods are customer-specifically picked and delivered, in a cross-dock operation, to regional DCs.

Distribution centers.

The logistics process is taken care of by Lekkerland from 3 distribution centers (DCs) with warehouse function and distribution activities in each their own geographical area spread across the Netherlands, namely Son, Waddinxveen and Meppel.

Waddinxveen.

The modern DC of some 22,000 m2 is equipped with a 5,000 m2 freezer cell and a cold room of some 4,600 m2. About 250 employees handle the daily processing of the flow of goods. Some 600,000 packages are picked every week.

nxveen esh ozen Nonfood

Meppel Food/Nonfood Fast Move

Meppel.

The DC of over 10,000 m2 is equipped with a 560 m2 freezer cell and a 280 m2 cold room. Nearly 150 employees handle the weekly processing of over 290,000 packages of confectionery, tobacco, fresh and frozen. Customers are supplied daily with 37 of its own vehicles, 11 of which are specially equipped for transporting frozen and chilled products.

Son Food/Nonfood Slow Move Dangerous Goods Food/Nonfood (single unit)

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Together on route to sustainability.

Governance

Environment

Energy use - CO 2 Nitrogen - Particulate matter Circularity Anti-deforestation

Social

Food - Smoking Workers in the chain Fair trade Working conditions Health & safety Diversity & inclusiveness

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Environment Social Governance (ESG).

At Lekkerland, sustainability is about much more than logistics, it is a driving force that runs through eve rything Lekkerland does. We constantly keep abreast of new developments and translate them into smart solutions to make every process in the chain more efficient and innovative. For ourselves, our customers and for our partners. This is how Lekkerland builds a strong, sustainable relationships and helps initiatives to be more conscious, greener and more successful in business. Within Lekkerland, the term Environmental and Social Governance (ESG) is used to encompass the following concepts: Corporate Social Responsibility (CSR), Corporate Responsibility (CR), Sustainability and People, Planet, Profit. Product responsibility does not end with the delivery of an order; Lekkerland prides itself on transparency and being a proactive partner for our customers and suppliers. For example, on how to prevent food waste and return, reuse and recycle packaging materials.

For the year 2024, Lekkerland has established its ESG strategy and targets for the social, environmental and governance pillars. Within these pillars, Lekkerland is committed to the following areas (in no particular order):

• Energy & Climate • Air quality • Packaging & waste • Biodiversity • Product health • Human rights • Own personnel

Progress in these areas is reported annually in the ESG report. Our ambition is to be a high-performing retailer in the areas of energy & climate, air quality, packaging & waste and own personnel.

ESG strategy & goals.

Lekkerland has developed its ESG strategy to respond to various developments, such as the Corporate Sustainability Reporting Directive (CSRD), market demand, as well as the need for transparency on ESG topics.

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Certifications.

Opportunities for sustainability.

Return of packaging materials

Within the framework of ESG, Lekkerland is certified according to strict standards and is regularly moni tored for compliance. This concerns the following certifications:

On delivery of the ordered products, the packaging materials paper & cardboard and plastic can be returned to us. The advantages of this are: • The collection and recycling of plastic, paper and cardboard, allowing more raw materials (waste) to be separated and recycled. • Optimizing logistics movements; the return trip also becomes functional. • Reduction of CO 2 -emissions within the chain. Possibilities and costs Contact your Lekkerland contact person to find out whether this service is possible for you and what the costs are. Conditions for participation in return packaging materials • The roll container is returned with a regular delivery. No more roll containers with packaging materials will be accepted for return than the number of containers delivered that day. • Only full roll containers can be returned to the driver. • Packaging materials are delivered on separate roll containers, which means that paper, card board and plastic are delivered separately. • There is a maximum weight per roll container: a full roll container of paper and cardboard weighs between 21 and 27 kg and a full roll con tainer of plastic weighs between 2 and 3 kg. • All return flows must be stored indoors, free of vermin or other contamination. • Returned roll containers with packaging materi als are processed by the driver in the PDA. The refore, when signing off on the PDA, check that these are also registered as ‘return packaging’.

ISO 14001

Lekkerland uses a quality management system for environmental management that complies with the ISO 14001 standard. We are currently certified to the current ISO 14001:2015 standard, which allows us to manage and improve our environmental management performance.

Lean & Green

e are a member of Lean & Green Logistics, which me ans we follow the CO2 reduction program and actively work to make our logistics processes more sustai nable. In addition, Lekkerland has received the rare honour of being awarded a 3rd Lean & Green star.

Ecovadis

Lekkerland Nederland B.V. is the holder of a silver me dal from the EcoVadis CSR (Corporate Social Responsi bility) rating. Ecovadis is an independent organization that assessed Lekkerland’s policy on Corporate Social Responsibility (CSR). The EcoVadis label is recognized in more than 95 countries and annually evaluates com panies in more than 150 different sectors.

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Instructions for returning packaging materials. Paper & cardboard • Flatten cardboard and stack it on the container within the edges of the container. • Apply plastic wrap around the container so the cardboard does not slide off. • Fill the container straight up and seal it layer by layer, containers with a V-shape will not be accep ted for return. Only straight stacked containers will be accepted for return.

Correct.

Plastic bag does not protrude and paper/ cardboard is tightly sealed.

What falls under paper & cardboard: • Paper

• Cardboard • Newspaper • Receipt slips

Plastic. • Hang a foil bag in the empty Lekkerland roll container. • Collect transparent clean film in the bag. • Tie the bag and make sure it does not protrude over the edges of the roll container. What does not fall under paper & cardboard: • Coffee cups • Toilet paper • Paper towels

Incorrect:

Bags hang over edge of roll container, paper/cardboard is not sealed.

What falls under plastic: • Transparent film • Wrapping film • Packaging film • Shrink wrap film • HDPE/LDPE bags

What does not fall under plastic: • PET bottles • Hard plastic • Tin/metal • Colored plastic

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Quality. We are committed to making our customers more successful. This includes products and delivery of the highest and consistent quality: everywhere and at all times. This is why quality management plays a very important role at Lekkerland. Quality in every area and in all processes. Continuous improvement is our driving force.

Certifications.

Lekkerland is certified according to globally recognized standards and regularly checked for compliance.

ISO 9001

Our processes comply with the international standard for quality management systems and we are also con stantly working on improving them.

BRC Storage & Distribution

Our food storage and distribution complies with the food safety requirements set by the British Retail Consortium. This means that Lekkerland may only do business with suppliers who can also guarantee that their supplied produc¬ts are food safe and that these products comply with the Commodities Act. It is the refore the supplier’s responsibility to ensure that the food products to be delivered to Lekkerland comply with all legal aspects. Lekkerland ensures that the Sup pliers deliver their goods according to the applicable rules.

Skal

Skal Bio control is the independent regulator that mo nitors the demonstrability and reliability of biolo-gical products.

GDP

We adhere to the quality guidelines for correct trade and distribution of medicines and ¬related products.

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Blocking procedure.

Recall & blocking.

If assessment of reported quality complaints shows that there are sufficient reasons to doubt the quality of (part of) the stock of the products and there is no definite answer yet as to whether the quality is in or der or not, it may be decided to block these products for purchase. The blocking of products is always a temporary situation that prevents the delivery of products sus pected of forming a quality and/or food safety risk.

Lekkerland conforms to the views and guidelines as adopted by the CBL. It is of (vital) importance that a recall is processed immediately and properly and we therefore urge you to take the appropriate steps and inform other parties involved in your organization accordingly.

BLOCKING Wholesale suppliers (product category 1, 2 & 3)

BLOCKING Wholesale suppliers (product category 1, 2 & 3)

Producer / NVWA / Lekkerland Quality Ma-na gement

Client

Customer / Lekkerland Quality Management

1) Further investigation into the nature of complaints. 2) Check whether the products comply with the specified requirements and whether they pose a safety hazard. a) If no danger is found: The block is lifted and the products may be delivered again. b) If the item is found to be inadequate: a recall will be declared. c) If the item is found not to comply: the item is returned to the producer without a recall. 3) Lekkerland will keep the customer informed of the status of the item. 4) As a rule, the customer informs its points of sale.

Follow-up steps

Cost calculation

The costs incurred will be settled in consultation with the relevant supplier.

Cost calculation The costs incurred will be settled in consultation with the relevant supplier.

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Procedure recall.

A recall is often combined with blocking. Blocking and recall can be used consecutively or simultaneously.

RECALL Wholesale suppliers (product category 1, 2 & 3)

RECALL Customer-specific suppliers (product category 4 & 6)

Producer / NVWA / Lekkerland Quality Ma¬- nagement

Customer, in consultation with Lekkerland Qua lity Management and possibly NVWA

Client

-Does it concern a blocking / complete recall; -Lekkerland item number and Lekkerland item name; -Traceability via THT and possibly lot code; -Nature and seriousness of the deviation; -Destination of recall items; -Maximum term for return requests (< 14 days).

Required information for

NVWA notification requirement

Lekkerland / Producer

Lekkerland Quality Management: by telephone qm@lekkerland.nl + Mail Account Support team. NOTE: see further instruction * below

Lekkerland Quality Management: by telephone and qm@lekkerland.nl

Information will be sent to

1) 2) 3) 4) 5)

If relevant: Recall number is created.

Communication Recall initiation

Recall document is communicated to all parties involved within Lekkerland. Once all parties involved are informed about the recall, it is official.

The customer is informed within 4 hours. The customer informs its points of sale.

Export

According to recall procedure.

Closing time

By agreement, norm is 14 days after commencement of recall.

Cost calculation

Logistics recall costs + invoice value.

By agreement; producer, on condition that the customer sends a confirmation containing the supplier’s consent. Or directly to customer.

Financial settlement to

Producer

Addition financial and ad ministrative settlement Lekkerland provides the customer with an over view of the number of requested and processed returns. *The report with the corresponding data should be communicated immediately (also outside office hours) by telephone to Lekkerland Quality Management. If there is no answer, please leave a message on voicemail. Lekkerland discusses occurring recalls in the annual interview with the producer.

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Recall?

Occupational health & safety.

It goes without saying that Lekkerland works in accor dance with occupational health & safety legislation (ARBO). As a supplier, we assume that in the case of customer-specific products, you work in accordance with health & safety legislation. With regard to lifting weights, legislation states a maximum permissible weight of 23 kg per package (if manageable, maximum weight for 1 person). Shipping displays cannot always comply with this limit; Lekkerland expects the customer-specific product ran ge to comply with the following guidelines. If this is not possible, please contact us.

Are you a point of sale employee and do you have questions about a recall? If so, call our customer service team on 088 - 7474100. Are you an employee of a head office? Then the people below will be happy to help you!

Total weight of display in kilo grams

General conditions

Quality Manager Peter Wijlaars 06 5424 4002 peter.wijlaars@lekkerland.nl 24/7 bereikbaar

It must be transportable on a roll con tainer, fitted with handles, and able to be picked up by 1 person, if manage able. It must be transportable on a roll container. The roll container must also have a clearly legible indication on all 4 sides: “Attention - heavy”.¬ Only after permission of Lekkerland Category Manager. Separate display. Supplement with items to be supplied separately.

>23

Consultant Quality Mike Schoonderwoerd 06 5067 7174 mike.schoonderwoerd@lekkerland.nl Bereikbaar tijdens kantooruren

23 < x < 60

>60

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Order convenience and more! On Lekkerland24.nl you can easily place orders, view product ranges and shelf plans and keep up to date with the latest news. But Lekkerland24.nl has even more ad vantages; download your invoices, view your order history, take advantage of web-only promotions and much

Placing orders. Order method and times regular orders.

Each point of sale has its own delivery schedule, whereby the ordering and delivery process (unless other agreements have been made) is set up on an A for B situation; a point of sale placing an order on day A will have it delivered on day B. The exception is delivery on Monday, where the order is forwarded on Friday. Order method Points of sale/head office deliver all orders digitally. Use is hereby made of the Lekkerland ordering system Lekkerland24, or the own back office system which communicates digitally with Lekkerland. For efficiency reasons, the request is to submit a maximum of one order per stop. When a new point of sale is entered, it is processed at least overnight, after which the first order can be placed. Order time Orders must be sent to Lekkerland by 11:00 to ensure that they are received by Lekkerland in the system by 12:00 at the latest (unless other agreements have been made). The points of sale are responsible for placing an order on time. If an order is not received by Lekkerland on time, it will not be delivered on the agreed delivery day: this order will then be moved to the next delivery moment or it will result in an additional order; see the heading ‘Additional order’.

Order failure If an item is not recognized by Lekkerland’s system (because it is ordered using an unknown EAN code, for example), the item will drop out and the order for this item will be cancelled. Minimum Order Quantity The delivery frequency in the order and delivery schedule is determined by mutual agreement during the entry of your customer data. A Minimum Order Quantity is used to determine the number of stops. If your actual ordered quantities turn out to be lower or higher, the delivery frequency can be revised or diffe rent arrangements can be made. Back order A back order is an order that is sent after 11.00 and is added to an already placed order; it does not lead to a back order on the day of delivery of the first order. Causes for a back order may be wrong and/or too few orders. A back order is always in consultation with Lekkerland. Exception to regular order

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Holiday scenario and route optimization

Extra delivery order An additional order is an order for a day on which no delivery is planned; an additional order results in an additional delivery. Lekkerland may charge the additio nal cost of this to you. For this additional order, a mini mum order size as well as the order time and delivery time will be observed in consultation with Lekkerland. Push / Action order: Order by the head office With a push order, you as head office (if no EDI order) request items not to be ordered from points of sale, but to be sent in combination with a regular order. This is possible, for instance, for certain seasonal orders, for regular/remediated items that are not on the order list of points of sale and for orders for events without ‘own’ customer/order list. A different order and delive ry schedule applies to this order, the timings are custo mized and are coordinated by mutual agreement¬. The order method is also agreed in consultation; the head office sends orders or a distribution list containing at least the following information: Item number | UAC code of order unit | Lekkerland customer number(s) | Quantity in order units | Delivery day.

Holiday scenario The regular order and delivery times in a given week are cancelled when there is a public holiday If changes in order and block times and/or days occur, you will be informed of the new order and block times and/or days. Lekkerland communicates this changed procedu re by email 4 weeks in advance to the head offices and if applicable 2 weeks in advance to the points of sale. Ascension Day, Whit Monday, Christmas Day, Boxing Day, New Year’s Day.

Changes in order and delivery schedule Lekkerland implements changes in its order and delive ry¬ schedule through individual route adjustments and through overall route optimizations, applicable to the total customer portfolio. Individual block time/delivery day changes Changes to individual¬ customers’ block times or de livery days can be made by mutual agreement throug hout the year. This request can be initiated either by Lekkerland or the customer. This can take place several times a year. Overall route optimization Lekkerland reserves the right to adjust block times and/or days a maximum of twice a year in connecti on with carrying out overall optimi¬sation within the distribution centers and/or routes. Lekkerland will notify you by email at least 4 weeks in advance. Lekkerland implements changes in its order and delivery¬ schedule through individual route adjust ments and through overall route optimizations, appli cable to the total customer portfolio.

Emergency order procedure

In the event of calamities such as technical commu nication problems, theft, fire or other unforeseen circumstances, a solution will be sought in agreement with Lekkerland. If orders do not arrive at Lekkerland on time due to a failure in the digital message¬ traffic, the emergency procedure must be followed. This usually involves a copy order from the previous week, but alternative arrangements can be made by mutual agreement. An emergency procedure is always deployed in consultati on between Lekkerland and the customer.

In case of calamities, it is important to contact Lekker land as soon as possible.

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Deliveries.

Unloading and unloading location

Block times & Delivery Tracking System Delivery block Lekkerland operates a fixed delivery schedule system with fixed delivery days and delivery blocks per point of sale. Public holiday scenario During the week in which a public holiday falls, delivery takes place on a modified schedule, see also ‘Placing orders - Public holiday scenario’. Due to high logistical complexity, no block times are agreed at the time of catch-up schedules. DTS: Delivery Tracking System Point of sale employees can use the Lekkerland Delivery Tracking System, with which Lekkerland will keep you informed by email / SMS about the expected arrival time of your delivery. The following messaging options can be selected: 1. On the evening before delivery; this is the planned delivery slot of 2 hours. 2. In the morning as soon as the driver leaves; this is the calculated delivery slot of 1 hour. 30 minu tes before delivery; this refers to the calculated delivery slot of 1 hour according to the driver’s schedule. 3. Any delay in relation to the time planned in the evening (delivery slot of 2 hours).

Service class Delivery takes place on the basis of Drop & Drive, which means that the driver delivers the containers over the first threshold. • After the driver has announced himself, a point of sale employee must be available to receive the goods. • The point of sale can be reached without any obstacles such as stairs. • Summer protocol: as soon as the temperature rises above 25°C and this persists for several days, it is requested that empty transport packaging be offered cooled. • Winter protocol: during the winter period, a point of sale employee must ensure a snow- and ice-free unloading area and walking route to the location. • Lekkerland’s driver will park the truck at a suitable location in the vicinity of the location for this pur pose. The point of sale employee must ensure that the space for this purpose is free of obstacles. • In connection with the safety of our drivers and employees at the location, no one other than the Lekkerland drivers is permitted to enter the truck (incl. tailgate). Weather protocol

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Receipt of goods

The driver reports to the customer with the paperwork and temperature printout. Should it be desirable to have the point of sale employee perform a temperature check, the procedure is as follows: 1. If the customer wishes to take a manual reading, he indicates this to the driver and immediately holds himself available for the reading. 2. The driver takes the items from the truck and brings them to the customer. 3. Directly across the threshold, the driver / point of sale employee performs the manual reading by inserting a calibrated stick thermometer in a solid or liquid item. 4. For a fresh item, preferably measure a liquid item, if not present a solid item. Insert the probe of the thermometer into the core of the item and wait until the value on the display is stable; this is the measured value. 5. If the 1st measurement is questionable, then a 2nd and 3rd measurement are taken to determine the actual core temperature of the solid and/or liquid item. In this case, of these 3 measurements, 2 must meet the temperature requirements set and indicated above. 6. Only a too high temperature determined by the above measurement is reason to refuse the deli very. 7. If the measurement shows that the temperature of the product does meet the standard, the delivery will be accepted.

If roll containers are to be driven to the warehouse via the point of sale, the floor in the point of sale must be suitable for this purpose. Lekkerland accepts no liability for damage to the floor when transporting roll containers through the point of sale. Receipt process Ambient (Confectionery/ Coffee/Drinks/Other) Upon the delivery of goods, a point of sale employee signs for agreement and receipt on the PDA. The approval of goods is subject to reservation; after checking the aspects as mentioned under ‘Delivery document’ and ‘Delivery note’, any discrepancies can be reported as stipulated in the ‘Complaints procedure’ section. In case of a defective PDA or delivery through a courier, a paper delivery note will be used instead of the electronic delivery document. Receipt process fresh/frozen: temperature check The temperature at the start of delivery is indicated on the PDA by the driver according to the temperature recording displayed in the truck cabin. In addition to the above, a temperature check applies for fresh and frozen; the driver can print a temperature receipt from the temperature registration system in case of delivery from the own Lekkerland truck (with Lekkerland logo); this receipt shows the current tem perature of the refrigerated and freezer compartments in the truck. The temperature in both compartments should meet the following standards: • Fresh (and possibly Ambient) in refrigerated com partment; minimum 0°C and maximum 7°C. • Freezer compartment; maximum -15°C.

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Return items based on return slip. A return request is made to Lekkerland customer service by a point of sale employee. Once a return request has been processed, a return slip is issued to the driver; the driver may only take back items on the basis of this return slip, as it is used in the entire processing of the return. Based on the return slip, the driver takes the products back and makes an administrative entry in the PDA. The point of sale employee checks and approves this on the PDA and return slip. No-show deliveries Deliveries that cannot take place due to circumstan ces caused by the customer will be charged to the customer. For example, if the Lekkerland driver cannot unload the delivery if the store has modified opening hours due to circumstances and this has not been communicated to Lekkerland. Upon delivery, the driver will indicate on the PDA ¬the delivered and returned transport and product (depo sit) packaging, as well as the quantities involved. This is then approved¬ by the point of sale employee and then confirmed in the PDA. Finally, this is invoiced and credited by Lekkerland. There are two types of pack aging: transport packaging and deposit packaging; Roll containers, pallets and crates/barrels (excluding beverage crates) are categorized as transport pack aging and are the carriers of all the goods. The point of sale is responsible for proper storage of this transport packaging. These items remain the property of Lekker land (or the party from which Lekkerland procures this transport packaging) and will be returned with the next order. Upon delivery, the packaging is ready for return and has been counted by the point of sale employee. Lekkerland recognizes the following value per pack aging item: Transport packaging: roll containers, pallets and crates/barrels Emballage

Transportemballage items:

Rollcontainer: € 100

CBL / EPS barrel and folding crate € 3,86

EPS tomato crate: € 0,90

Europallet: € 22,50

Container shelf: € 15

Deposit

Deposit on glass bottles, soft drink / beer crates, carbonated cylinders, beer barrels The producer of the packaging item determines the type and therefore the financial value of the deposit on glass bottles, soft drink / beer crates, carbonated cylinders, beer barrels. Returnable packaging handling fee. A handling fee (VBR) is automatically calculated, which is charged by the producer for sorting and filling empty and/or half-full crates. If crates are returned full and with the correct bottles¬, this handling fee is credited. Deposits on PET and cans Lekkerland does not accept the return of loose PET bottles and/or cans, these can only be returned via Lekkerland with the return ¬procedure offered by Statiegeld Nederland.

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Proof of Delivery (delivery document)

Verification of delivery quantity After delivery, the point of sale employee checks the delivered items for completeness (quantity) against the delivery note.items listed on the delivery note as delivered but not present are called defective (orde red, invoiced, not delivered). items not listed on the delivery note and also not ordered but delivered are surplus items (over-delivered). Out-of-stock items: If certain items were out of stock during the picking process at Lekkerland, these items are also listed on the delivery note with the text “item out of stock” with the reason for being out of stock. Reasons include; item not in stock, supplier did not de liver or logis¬tical error Lekkerland. These items were not delivered and will not be invoiced. Delivery check for delivery quality In addition to verifying the presence of items, the logistic quality of the delivery is also checked¬. This includes: collapsed boxes, leaking packages, damaged outer boxes. Checking the delivery for THT For each item with a THT, the minimum THT, which Lekkerland guarantees upon delivery, is stated on the delivery note. The THT of the delivered items are chec ked with the stated minimum THT. Delivery check for item quality This is a check of the quality of the items delivered that involves the item itself. This involves checking the item against the available specifications. Findings may include: Rotting fruit, slices of cheese too short, broken item in the box, contents of the ordering unit are not correct.

Both the Lekkerland driver and the point of sale employee sign for delivery on the PDA. After each delivery, you will receive the digital delivery document, also called Proof of Delivery (POD). This receipt lists the following: • How many items (in order unit) per item flow were ordered and what was delivered. • What transport assembly items were delivered and returned. • What the temperature of the item flow was upon delivery. • Any products returned (including deposit items). This digital document is used to confirm the receipt of goods and check the packaging. If the PDA is not functional at the time of delivery, the driver will hand over a paper version.

Delivery note - packing slip

The packing slip (also called delivery note) is a digital document that lists the items ordered and delivered including quantities. This document serves to verify the delivery. See “Complaints ¬procedure” for how to proceed if you find discrepancies.

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Complaints. Reporting time and manner. Complaint reports must be reported by the point of sale or head office employee within 48 hours of delivery. Reports made later than this deadline will not be considered by Lekkerland. All complaints are sub mitted digitally to Lekkerland, either through Lekker land24 or through your own back office system that communicates directly with Lekkerland. Lekkerland processes the complaint in its system and provides feedback to the customer as soon as possi ble.

What information do you need to provide when reporting a complaint? For complaints, the point of sale employee must provide at least the following information to Lekkerland: • For complaints, the point of sale employee must provide at least the following information to Lekkerland: • Number of the delivery note/ packing slip/ invoice. • Lekkerland item number and item description (and/or an EAN code in the case of a overdelivery report). • Type of complaint. • The quantity received as surplus / short order / in unacceptable condition. • Indicate whether the quantity is in order unit (BE) or consumer unit (CE). • For certain types of complaints it is desirable that a photo of the deviation is attached.

Type of complaint

Description

Report in BE/CE

Photo with report

Order unit or Consumer unit

The item was ordered and invoiced, but not delivered.

Short delivery

No

The item was not ordered and invoiced, but was delivered.

Surplus

Order unit

No

Order unit or Consumer unit

The THT period of the item does not meet the warranty/ is too short.

THT

Yes

Deviations in logistics quality that lead to loss of the item (e.g. collapsed boxes, lea king packages). The item shows deviations in product featu res or specifications. characteristics or specifications. Temperature deviation: The temperature ¬check reveals that the standard is not met and the customer refuses the items in ques tion for this reason. The return of an item (excluding fresh and frozen) ordered incorrectly by the point of sale.

Order unit or Consumer unit

Breakage

Yes

Order unit or Consumer unit

Yes

Item quality

Order unit

No

Order unit or Consumer unit

Service return

No

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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.

Het gaat er om hoe je de dingen oplost.”

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Complaint about THT: minimum THT on delivery note does not comply with guarantee The item with the too short THT period will, after con sultation, be returned and credited to the customer on the next delivery.

Complaint about temperature deviation.

A temperature measurement based on which the em ployee point of sale wants to refuse the goods must be measured according to procedure, see also the section on Delivery. It is important that when a core temperature measu rement is taken by the point of sale employee, this is done immediately when the goods arrive in the ware house (over the first threshold), in the presence of the driver and with a calibrated stick thermometer. Only if it is then found that 2 out of 3 core measurements are too warm, can the customer reject the goods on the basis of a too high delivery temperature. If the point of sale employee and the driver together determine that the goods are too warm, the driver will contact Lekkerland Shipping for approval to return the goods. In case of doubt, Lekkerland Shipping will contact Lekkerland Quality Management. The point of sale employee must then also report the complaint in order to enable rapid financial settlement; via the regular reporting system, the items in question are reported to Lekkerland with the complaint type “Quality” and with the reason “Temperature devia tion”. Lekkerland Quality Management evaluates the complaint and releases it for crediting if the procedure has been followed correctly. Complaint about item quality: Deviations to product characteristics or specifications. After entering the quality complaint, it automatically reaches Lekkerland Quality Management. The nature of the deviation and the consequent¬ process is asses sed by Lekkerland Quality Management. Based on this, Lekkerland Quality Management can contact the supplier to discuss the nature of the deviation, have the item in question collected for assessment, or in the case of a customer specific item, possibly discuss the matter with the customer’s head office.

Complaint about breakage

The complaint will be assessed based on the report in combination with the photo. • After approval, the item will be credited to the customer. The crediting will be shown on the next invoice after settlement. • Any rejection of a crediting request will be justified by Lekkerland in writing. • The item in question will be destroyed on location and will not be taken back by Lekkerland unless expressly agreed otherwise. Excessive stacking procedure. Lekkerland has no procedure regarding excessive stacking; there is a non-statutory, advised occupational health & safety limit of +/- 23 kg for lifting. Lekkerland has instructed its employees to stack heavy crates at the bottom of the container as much as possible to prevent tipping over.

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Service returns • The point of sale reports the return request to Lekkerland Customer Service. • Based on a number of criteria it is decided whether or not to approve the request. When assessing whether the HACCP rules have been violated, whether it concerns an active item and whether the report falls within the reporting date. • In case the request is rejected, the point of sale is informed. • If the request is approved, Lekkerland Customer Service creates a return slip, which is presented by the Lekkerland driver on the next delivery. • The point of sale employee ensures that, after confirmation from Lekkerland that returns are approved, the item to be returned is ready for collection. • On transferring the return, the customer must keep a copy of the signed return slip for its own records. • Once the item is returned, Lekkerland will process the return and the point of sale will be credited.

In the case of wholesale product range, the Lekker land Category Manager or the customer in the case of customer-specific product range determines, in cooperation with the supplier and Lekkerland Quality Management, which follow-up steps will be taken. Based on the seriousness of the quality deviation, the following scenarios are possible: 1. The item can be used. The complaint report is processed administratively and does not result in a crediting. 2. The item cannot be used; the entire order unit does not meet the quality requirements. Thus, there is a complete loss. • Lekkerland fully credits the item and creates a return slip if necessary. • The point of sale will be informed of this by Lekkerland. • If a return slip is created then the Lekkerland driver will take the item back on the next delivery or have it destroyed after counting at the point of sale. 3. The item cannot be used in part; part of the order unit does not meet the quality requirements. Thus, there is partial loss. 4. • Lekkerland partially credits the item and possibly creates a return slip. • The point of sale is informed of this by Lekkerland. • If a return slip is created then the Lekkerland driver will take the item back on the next delivery or have it destroyed after counting at the point of sale. 5. The nature of the complaint about the item is of such seriousness that there is reason to block or recall the stock. In the latter case we speak of a recall. The consequences and procedures are des cribed earlier in the section on Quality

Service return/return action.

A service return is the return of an item ordered incorrectly by the point of sale. There are always costs associated with this, which are determined by mutual agreement. Lekkerland uses two different streams for service returns:

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Financial.

Financial data of Lekkerland Nederland B.V.

VAT number: NL 805631185B01 Chamber of Commerce: Eindhoven, 17097532 Member State: ENG Address:

Ekkersrijt 7601 | 5692 HR Son ING account number 5.33.50.252 IBAN NL14INGB0653350252 BIC INGBNL2A

Bank:

EAN code Lekkerland head office 8710934000008 | Rol*: IV/UNB

EAN code DC Son | Ekkersrijt 8804 8710934000008 | Rol*: SU/DP/BY

EAN code DC Waddinxveen | Distributieweg 8 8710548000067 | Rol*: SU/DP/BY

EAN code DC Waddinxveen | Containerweg 5 8710934000084 | Rol*: DP

EAN code DC Meppel | Industrieweg 36 8710548000012 | Rol*: SU/DP/BY

SU = Supplier DP = Delivery point BY = Purchase for IV = Invoicing address UNB = GS1 connection number

EDI Invoicing Lekkerland aims for a fully electronic processing of invoices through EDI invoicing. The systems of the customer and of Lekkerland must be aligned for this purpose. Check with your Lekkerland contact to find out how this can be arranged. They will involve IT specialists to ensure that the process runs as smoothly as possible..

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Goods Invoice Lekkerland invoices the customer for the items delivered to the points of sale; this can be done directly to the point of sale or centrally to the head office. The invoice is prepared according to legal regulations and forms the basis for payments. The PDF invoice includes: • Point of sale name • Point of sale customer number • Invoice date

• Invoice number • Total value of the invoice excluding VAT, total VAT payable and final total including VAT • Transport packaging may be listed on this invoice or on a separate invoice. • The columns below are listed on the invoice; please refer to the description of each field.

Tekst op factuur.

EAN code of consumer packaging Lekkerland item number Quantity ordered by customer / number of order units The way the order unit item is packaged The number of pieces contained in the order unit packaging The number of pieces contained in consumer unit Lekkerland item description Recommended retail price / price Lekkerland recommends

CONS.UN EAN CODE: ITEM NUMBER QUANTITY PK UNIT CONTENTS PER PK.UNIT CONTENTS PER CONS.UNIT DESCRIPTION CONS.PRICE PRICE PER CONS.UNIT PRICE PER PK.UNIT NET AMOUNT GOODS

asking the consumer for this item (per CU) The invoice price per consumer unit (CU) The invoice price per order unit (OU)

Total amount (excluding VAT) charged to the customer for this item (= number * price per packaging unit) L = low VAT amount and H = high VAT amount

VAT

Other invoicing In addition to goods invoicing, there may be other invoicing flows that are mutually agreed upon. Exam ples are: Offsetting price differences, returning plastic/ cardboard and logistics services. Reinvoicing If Lekkerland receives a reinvoicing request from a supplier that includes an invoice for you as a custo mer, these will be calculated according to the agreed invoicing method.

Payment term Invoicing takes place when your order is finally picked. The due date of the invoice is according to the contrac tually agreed payment term, which is calculated from the invoice¬ date. The payment of the invoice must reach Lekkerland by the due date at the latest, please take into account the processing time of your bank.

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