BBFS Blaydon Biomass Supplies Ltd
1. Purpose
This policy outlines the fair, transparent and efficient process for handling claims arising from quality issues, quantity shortages, damage in transit or any other non-conformity of goods supplied by BBFS Blaydon Biomass Supplies Ltd. Our aim is to resolve legitimate claims quickly and fairly while protecting both parties through clear procedures and timescales.
2. Scope
This policy applies to all deliveries of wood pellets, briquettes, firewood, sawn timber and related products sold by BBFS for bulk and international distribution.
3. Notification of Claim
3.1 All claims must be notified in writing to claims@blaydonbiomass.com within the following strict deadlines:
- Quantity shortages or wrong products: within 3 working days of delivery
- Visible damage or packaging defects: within 3 working days of delivery (photographs required)
- Quality non-conformity (moisture, ash, fines, dimensions, etc.): within 10 working days of delivery
- Hidden/transport damage discovered on unloading: within 7 working days of delivery
3.2 Claims notified after these deadlines will not be accepted unless BBFS has explicitly agreed an extension in writing beforehand.
4. Required Documentation
Every claim must include:
- Order number and delivery note reference
- Detailed description of the issue
- Clear, dated photographs or video evidence
- Copy of the Bill of Lading / CMR / delivery note with receiver’s remarks (if applicable)
- Independent sampling report (for quality claims exceeding 2 % of the load value) carried out by an accredited laboratory according to ENplus® or applicable standards
5. Inspection & Verification
5.1 BBFS reserves the right to appoint an independent surveyor or to inspect the goods at the customer’s premises within 14 days of claim notification. 5.2 The customer must preserve the goods in the condition and location in which they were received until inspection is completed or BBFS confirms in writing that preservation is no longer required.
6. Accepted Compensation Options
Where a claim is upheld, compensation will normally be provided in one of the following ways (at BBFS’s sole discretion): a) Replacement of the non-conforming quantity at the earliest available production/delivery slot, free of charge b) Credit note for the proven non-conforming quantity based on the original contract price c) Monetary refund limited to the invoice value of the affected goods
BBFS will not accept liability for consequential losses, loss of profit, demurrage, storage charges, penalties or any indirect damages.
7. Maximum Liability
Our total liability under any single claim shall not exceed the invoice value of the affected portion of the delivery. In no event shall our aggregate liability for all claims arising from one contract exceed the total contract value.
8. Exclusions
Claims will not be accepted for:
- Issues arising from improper storage or handling after risk has passed to the buyer
- Normal variations within the tolerances of ENplus® A1, ENplus® A2 or relevant product standards
- Force majeure events (war, strike, extreme weather, port congestion, etc.)
- Goods that have been moved from the original delivery location without prior written agreement
9. Governing Law
This policy and any claims shall be governed by English law. Any disputes not resolved amicably within 30 days shall be referred to arbitration in London under ICC rules.
10. Contact
All claims and correspondence:
Email: claims@blaydonbiomass.com
BBFS Blaydon Biomass Supplies Ltd is committed to the highest standards of product quality and customer service. This policy ensures that legitimate claims are handled swiftly and fairly while maintaining the integrity of our supply chain.
